Total lack of responsibility or concern for the customer from the call centre staff, in all honesty from initial break down at just after 5.10 pm in Cwmbran going to Weston super mare some 45 miles overall rescue to returning home took 19 hours ridiculous. In addition I was charged £150.00 as breakdown cover apparently didn’t include full rescue. This was a surprise as this had been sourced through my insurance company. Finally rescue truck turned up following the request by the initial patrol who couldn’t source the problem, albeit some 3 hours after the request, only to be told that I was being unloaded at Severn valley services around 20 miles away from where he collected me, apparently this was due to distance restrictions. and was to be unloaded at a service station, initial thoughts I could warm up as I had sat for the last 4.5 hours in bitter cold conditions due to no power in the car. How wrong was I, they unloaded me at services stating that it probably would only be 10 mins or so before they come to collect me as the same had happened the evening before to another elderly gent so I accepted that believing that was the case. The driver had unloaded the car and was gone by the time I realised that the services were closed with no place to source hot food or drink and had therefore to resort to sitting back in the bitterly cold car. I received a text from RAC informing me that my rescue was not expected till 1.56 am that did not transpire this was false information, I had made several calls in between to advise no show to then be told it would be around 4.30 am again no show, I contacted them again to be told it had been assigned to another company and it could be anything up to 6.30am, by this time I was frustrated not to mention bewildered at the incompetence of RAC and how customers can be treated. The affect this whole saga had on both my family and myself being subjected to unnecessary stress is unacceptable from such a large organisation who boast about being an emergency service, unfortunately they were not concerned as to my wellbeing until I received a call from Becky from the special interventions team who had just come on shift I could not thank her enough for the calls to ensure I was ok and to give me a progress report on rescue, without her intervention good only knows how much longer it would have took. Shame on you RAC