Contact DL and complain. I did just that and got a phone call from customer care a few days afterward. Agent said that she has been hearing a lot of complaints and that she’d properly code my complaint so that the higher-ups would get the feedback.

One of the issues is that lots of older people, such as my parents, aren’t exactly tech savvy and don’t use DL messenger, now have one fewer option to assist them. Moreover, they don’t have Medallion status. Part of the value of the SC is getting immediate when you need it.