I am on a Natwest Platinum membership which I have had for many years, I've only ever used it once for a straightforward tow. I required the same this time, even though I am entitled to overnight hotel stay, rental car, chauffeur and much more. I had to wait for 4 hours in freezing rain, in the middle of nowhere in the dark with my 76 year old partner before being towed, and only after they forced me to pay £150 against my will. Absolutely appalling in every way. two people told us we would be taken home and 2 people told us we couldn't be taken home, no consistency and extremely unhelpful.