I cannot express my disappointment enough with the RAC's abysmal performance. As a loyal member for over two decades, my family and I were subjected to an absolute nightmare when our brand new Nissan X-Trail hybrid SUV broke down in central London. The RAC's response was a shocking display of incompetence and indifference. Despite their promises and our lengthy membership, we were left stranded for hours with no help in sight. The estimated recovery time given by their app was a joke, and attempts to reach a human at the RAC was an exercise in futility – endless hold times, automated responses, and a complete disregard for our situation. We were forced to seek assistance from the local police and even incurred taxi charges to get home at night despite the breakdown having occurred in the afternoon. Multiple attempts to contact the RAC were met with silence. They abandoned us during a time of need, despite having our details for years. Finally, around midnight (7 hours after breakdown) a responder mechanic acknowledged the urgency of our situation, but the RAC's lack of communication and accountability persisted. Even he struggled to connect with the RAC's operators. It was a stark reminder of their sheer incompetence and lack of commitment. Our distress and frustration mounted as the RAC continued its deafening silence. We found ourselves in a nightmarish cycle of unfulfilled promises and shattered expectations. The RAC's hollow assurances of escalation and response were as empty as their customer service lines. The NEXT DAY, after over 21 hours of waiting and immense stress, a contractor at last recovered our car. Throughout this ordeal, the RAC failed to provide any apology, explanation, or compensation for our distress and inconvenience. This experience has left me beyond disappointed. It's an outright betrayal of their customers' trust and loyalty. I feel compelled to warn everyone considering their services – don't waste your time, money, and sanity dealing with the RAC's abysmal treatment. This is not the service you deserve after decades of membership.