I have never in my lifetime dealt with a group of people so unhelpful and nonchalant! My car breaking down was bad enough, but boy, did your team make sure to make it the most horrific experience of my life! My car got stuck in mud at about 5pm today, I eventually managed to speak to a member of your team after 6pm, after waiting on the phone all the while. I explained how dire the situation was, that I needed to retrieve the car tonight in order to go to work tomorrow. I have no other means of getting to work (there is no bus to take), and I would not only not get paid if I do not go to work as I am a locum on a zero hour contract, but there were even more serious consequences. He advised that it could take up to 9.30pm for the patrol to arrive and since I could not stay there till that time, I asked to be called or texted before the patrol team came so I could get back to the location of the car. He assured me he had taken note of this information and that I would receive a call or text message 20 minutes prior to the patrol team coming. After not getting any update until 8.30pm, I phoned back only to be rather happily informed by another lady that the contractors had been and left! I called the contractor, and they told me that they had sent a message for your team requesting for approval to use a 4x4 to tow out the car and that they were still waiting for your reply. I asked the contractors why they did not call me when they were going to the car location, and they told me that they were not informed by yourselves that I needed to be informed. I again phoned back your team and was told someone was speaking with them and that another contractor would be contacted if the commissioned contractor could not sort it. I was asked to wait for a call back within 20 minutes. After waiting about an hour without getting any update, I phoned back just before 10pm and spoke to yet another member of your team who then told me it was too late to retrieve the car tonight. He told me - THE FIRST TIME ANYONE HAD MENTIONED IN ALL THIS TIME - that I needed to pay £65 as roadside side and recovery cover did not cover the use of such equipment. Even if I paid that, it was too late to retrieve the car tonight, he said. I asked if another contractor could be commissioned to retrieve it tonight but he told me he did not have the access to do that. I requested an escalation but he explained he could not escalate it as it was past 10pm at that point. I phoned back the contractor to sort the payment and they told me it was £170 that I had to pay, not the £65 that your team had told me! So here I am, almost at midnight battling frustration and sleeplessness, knowing that not only will I lose my income by not working tomorrow as the car has not been retrieved but also having to part with £170 out of pocket - all thanks to the nonchalant manner in which your team handled this from the very first call! This is the first time I have ever called RAC for breakdown and it has been nothing short of a nightmare! One would think that the whole point of having a breakdown policy is to get help in that stressful period when you have a breakdown. Unfortunately, the only time I needed RAC to come through for me since paying for the policy, RAC not only failed me but turned a difficult situation into a most distressing one! You failed me at every step!