Ive complained over the phone and don't seem to have gotten anywhere, so I'll do it here. I was in a party of two when we broke down on the M5 on May 20th. We called the RAC at 6pm asking for assistance. We were told on the phone that someone would be with us in an hour. Half an hour later, we received a text confirming this. After another hour (1.5 hrs total) we decided to ring the RAC to see what was going on. The woman on the phone stated that no one had been called to get to us and that we were now looking at another hour again before someone would get to us. We were on the side of the motorway and sitting amongst brambles, next to a bridge with some shifty looking people passing by. Explaining that we were becoming frightened on the phone didn't seem to bring any empathy. It was gone 9pm before someone arrived and followed us to a nearby services. After this, we were assured that someone would collect us to tow us home. After another three hours (6 in total), we rang to check this. Again, we were told that no one had actually been called out for us and that we were very likely to end up waiting all night. We were given the option of waiting in the hope of someone potentially becoming free, which the caller stated was unlikely, or that we could be booked a hotel room nearby. As no times were given for the hotel room, we decided there wasn't much point in taking that option as we just wanted to get home. At 2am (8 hours after calling), someone arrived to take us home and did so. The following week, we complained and asked to cancel our membership, due to the unreliable information we were being given when in a very vulnerable situation. We were told this was not possible, despite knowing that it is. We were then promised a £35 check in the post, which did not arrive. We just want to leave the RAC, as we no longer feel safe and have no trust in your service. We deserve a refund for this year due to our appalling experience