A few moments ago, I was watching a CNN newswoman talking on the telephone to a representative of Toyota about her Prius. The Toyota rep, unfortunately, evidently either did not know about the problems currently in the news, or was reluctant to give any information on the subject. The CNN newswoman should have made sure she was talking to a thoroughly qualified representative.
Getting the wrong person on the phone is a problem which confronts many people when contacting businesses of any sort. That may have been the problem in this case. I have had excellent service when contacting the Toyota dealer here in Goleta for any reason.
Unfortunately, I am a month away from 87 years, but fortunately, I was intelligent enough to recognize that fact while driving one day. So I gave my precious car (and my freedom), to my daughter. (The car was free to her, by the way, but she is now saddled with the burden of carrying me.)