Alternative format PIP review form

Apologies in advance for the long post.

Can I rant to people who will understand?! Received the dreaded text saying the review form had been sent out. Called them up and asked for the alternative format PDF form as completed for 2 previous PIP reviews and 2 ESA. She spoke to her case manager who assured me one would be sent our either that day or the next. Surprise, surprise, didn't receive one. Called again on 7 November (stress levels rising all the time, wanted to complete before going away), was told it had been emailed but they would contact the team and get another sent. Nothing. In the meantime I had also been emailing the alternative format team I had been in contact with previously, not even the courtesy of an acknowledgement. Called again today to be told by a case manager that they didn't do that anymore - why did nobody tell me that previously?! Asked him how I was supposed to complete the form in that case, he said they could send somebody out to do it - really? Told him there wouldn't be time before I went away, so he said send it when I got back, assuring me that I wouldn't be penalised, they wouldn't stop my PIP if I didn't get it back in time, blah, blah, blah. Evertually agreed the best way (my suggestion lol) was for me to type up, sign the form they sent and post it back to them. You couldn't make it up. He also told me they weren't doing light touch reviews and not to believe everything I read in the paper - had no answer when I told him it was on the government website...

But surely it was DWP I was speaking to Gary? Is there a different contact number?

I have just completed my review form but did not ask for an alternate format, I just typed the questions and my answers in a word document and referenced that at the beginning of the review.
I hope I have done right, time will tell, I have had the text saying they have received it back.