ormer (Cust Experience Employee) - They have disbanded the entire team and have recently parted ways with Head of Customer Care 6 months ago and transitioning over to Michigan from Newark, CA HQ - Outsourcing essentially. That means most if not all knowledge has probably been lost in regards to how processes and procedures were conducted and they have to learn and start from scratch.
Is it a vehicle issue? Contact Service Directly, they would be better help honestly.