I requested a car to arrive for 4pm, TaxiCode rung me around 5-10mins later to ask if I would accept 4.30pm, to which I replied I would. another 5-10mins after this I received another call from TaxiCode asking would I consider a car for 4.45pm, to which I replied 'no, this is unfortunately too late and I have another company I can go with instead.' I requested a refund twice during this call, but the operator insisted my car would arrive by 4.30pm (I was told they had checked with their manager & available taxi services), but they needed to update the system to show 4.45pm, just in case. I was then assigned a driver & over the next hour told every 20-30mins that my cab was delayed due to heavy traffic. I called taxi code again, asked for a refund and to cancel the cab as the new arrival time was after 5pm (an hour past my original requested time). The operator (Abdullah) was now hugely unhelpful, couldn't direct me to the manager or offer a refund even though I was getting direct updated from the cab company to tell me they were hugely delayed. He said he would ring the company to check the new ETA and get back to me with an update, which he never did. I finally got a call at 5.51pm (1.45+hours after my original time) to let me know the driver had arrived. The passengers I was arranging the journey for had an important event to get to and would've missed it if they'd waited around for this cab. I was also being told that there were road closures on the M25 due to an accident that had happened at 8.50am in the morning (this was past 4pm). I searched online traffic updates and saw this road had been reopened earlier in the day and average traffic wait times were no more than 10-15mins. I appreciate there are issues on the day (such as accidents etc), but then the cab company needs to take responsibility for delays and either provide a cab that is closer or offer a refund when they're unable to meet the requested time slot.