Pip withholding info needed

support worker phoned pip assessment services for update, they said I need a phone assessment which isn't possible for me even with support, sent in lots of info explaining that. When asked what info could be provided to avoid a phone assessment they said they didn't know and could only provide the question number.
Are they allowed to withhold access to the information? do we ask again?
What can we do next? Thank you

AJ

The person that was spoken to was almost certainly a phone jockey and would not know what additional information would be required for your claim, I would phone again and ask them to contact the assessor to see what might be required.

Gordon