The question 'what went wrong' The answer to that is everything. Went wrong. Lone female and I called to report breakdown at 5.30 pm. Was told that ETA would be about 3 hours because of exceptionally high levels of traffic now the country is out of lockdown. The first of many lies and rubbish comments they made. Received a few generic texts saying they were going EVERYTHING to respond but due to COVID etc blah blah blah there are delays. I was then informed that 'one of their trusted partner's would attend. I should have requested a copy of the said trusted partner's DBS certificate so that I could feel comfortable that they were trustworthy. But no - I just wanted to get home. After 3 hours and twenty minutes some disinterested person turned up and said he couldn't fix the car and arranged a pick up truck. Was told it would arrive in about one and a half hours. It's now 9.10 pm. I called RAC yet again to complain but would you know it got cut off (they hung up) Trusted partner recovery truck arrived at 11.45 but had to unload another car he had recovered for RAC to load my car and then tow the other recovered vehicle. Was told by this driver that RAC always call them out when RAC can't provide the service that RAC members pay for - basically RAC are not fit for purpose. I waited for 6 hours and fifteen minutes for a recovery vehicle and arrived home at 12.15 am. I will cancel my membership tomorrow - as will my daughter and I shall tell as many people as possible about the appalling lack of customer care that the RAC so obviously have. Do NOT blame your incompetence and obvious financial greed on COVID, we have all been there and are not stupid ! Buy more patrol vehicles, employ more patrol drivers, deliver a service that justifies your fees. The RAC are not fit for purpose and should not be allowed to continue in business - they are effectively obtaining money by deceit. I will join th AA or any other breakdown provider tomorrow, even one in France - or Hungary, they would provably get to me quicker. Don't ever choose this shambles of a company if you want to feel safe and supported, they just don't care.