I have been a member of RAC recovery service since 2001,my cover of service has always been on breakdown of my vehicle I would be recovered to a place of my choice, or home address, its a service that you pay a little more for. On my breakdown on the 4/04/21 the recovery driver informed me that I did not have this cover and would cost me £250 to get my vehicle home. I payed the agreed amount and took it up with RAC customer services a few days later to ask them what had happened to my onward journey cover protection, Lyn Baker from Membership Customer Care Team told me that I had downgraded my cover in 2016 and it has been this way ever since. My argument is that I do not believe I would have done this, and my recollections of the phone call in 2016, was me phoning them to get a better price because of a high increase in price that year in recovery cost, and they were no longer competitive with other vehicle recovery organizations. I told them I was thinking of leaving them to go to one of there competitor's. On hearing this the guy from RAC said he would see what he could do as they didn't want to lose me as a customer, after a few minutes he came back with a better price which I accepted and signed up for another year. On no Occasion was my level of cover being downgraded ever a part of the conversation. And I only found out when I broke down. RAC,.s argument seems to be that I had new documentation sent to me each year, and it would have shown the downgrade here. My argument is....My level of cover has been the same for 16 years ,why would I even look at my level of cover on my policy as its always been the same and I never changed it. It is my belief they changed it ,to get me a better price to trick me into staying with them, and not go to the competition. The only thing that I look at on my renewal each year is the price of cover, I have no need to read the rest of it because its the same every year. If they had changed something in my policy that would have resulted in large payments being made by me in the event of a breakdown of my vehicle, then they should of put it in writing to me stating that, and I have no recollection of this letter from them. Had they sent me a letter informing me of the downgrade ,I would of cancelled the policy and walked away. It makes me very angry that one of the great British organization that I have been loyal to for 20 years has such a disregard for there customers, and Lyn baker from customer care services, would rather direct me on both occasions of contacting her, to the financial ombudsman website, then come to a agreement ourselves. The good news is I've now joined rescuemycar.com and for £49.99 a year they given me the same cover that would cost more than £150 with RAC, and they have twice as many recovery vehicle's, so less waiting times on the side of the road. Thankyou RAC for ripping me off and making me leave you and finding a better service elsewhere.