This is most likely the mode actuator as this is what controls the direction of the air flow.
Here are some guides that will help with this:
https://www.2carpros.com/articles/air-vents-stay-in-the-defrost-position
https://www.2carpros.com/articles/low-or-no-air-flow-from-vents
Below you will find the process from the manual on how to replace the mode actuator as I suspect this is what the issue is.
Even though you can hear movement the fact is, you are not getting air in the correct vents when you change this and this actuator is what controls that.
Let me know if you have questions. Thanks
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Thursday, July 8th, 2021 AT 6:29 PM