We used Bonnie for our resale (both the contract that was taken via ROFR and the one that passed). Both times I had called and Bonnie had contracts that fit our needs but weren't on the website/email list yet (b/c she was either waiting on the points confirmation from Disney or waiting for the sellers to sign the sales contract). I do think they are super busy and will not periodically give you a status update like "waiting to hear from the seller." However, every time I contacted Bonnie, she did check with the seller and get back me quickly. So I think if you're working with Fidelity, you need to be a pro-active buyer and not worry about reaching out when you want an update.
While I loved Bonnie (and would totally use her again), I cannot say the same for their contracts department. Twice, they used the wrong email for my husband, sending our sales contract to an email address not associated with us. When I would mention it every time (and cc him in correctly), they still wouldn't change it. That irked me from a privacy standpoint
Also, the buyer's fee was $199 when we bought in February.