I'm not even sure where to begin really... The whole disaster started on a Thursday 01/08/2019 evening just after work when I found out that my car wasn't starting. Hence I rang the RAC Emergency Breakdown Cover to come and see what's wrong with my car. Since it was around 5pm they have advised me it will take roughly 1-2 hours tops and that was fair enough as I thought that is right having in mind all the traffic after a regular working day. Just after the phone call, I've decided to ring my friend who is a mechanic and see if he could come faster and have a look at the car. Unfortunately, he was in Birmingham at the time and was just heading to Huddersfield as he had a business meeting there. He said he would come as soon as he can if the recovery hadn't shown by then. After waiting for a good 2 hours (it was already 7pm) I rang them again to see where the recovery is and they have advised me the same thing that it will be another 1-2 hours. Slightly unhappy I've asked what's the deal and why am potentially going to wait for 4 hours since my first call, however, the customer support wasn't able to tell me the reason but only that they're busy. After 3 hours of waiting (it was already 8pm) and still no sight of the recovery truck my friend came and started inspecting the car. After a careful inspection, my friend diagnosed that the fuel pump was gone and advised that it is very unlikely a recovery truck will have one to replace. So I rang again to see where the recovery is, and I was advised AGAIN it will take another 1-2 hours before someone is going to come to me. So we waited and after 2 hours expired (it was already 10pm) I rang again, to see if someone is coming to help me at all and RAC has promised me someone will be with me within 1 hour tops. I was already waiting for 5 hours... After one hour have passed I've rung them again, at this time I've waited for 6 full hours and no one came. I was told they're too busy and they have no idea when the recovery is going to come, therefore I wasn't given any timeframe whatsoever which meant I may probably need to wait for another X amount of hours before someone shows up. Eventually, they have connected me to one of their contractors who were supposed to come and the conversation goes something like this: - Hello (contractor) - Hi, how far are you and when would you be able to have a look at my car? - Who dis? (yes, I've got a real professional) - I'm a customer of RAC and they've forwarded me to speak to you directly? - Oh, well, first off they shouldn't even do this... - Okay...well, they did and they said you would come within an hour and you're not here? - They shouldn't even tell you when someone will come as they don't know what I'm doing. - What are you doing? - I'm mad busy in Bradford, got a few other jobs to do before I can come to you - Oh ok, so you're not going to go to me now? - No, I've got other jobs and then I'll come. The rest is not important as I've thanked him and said I will be filling in a complaint to RAC myself. So the story is this, I've waited for 6 and a half hours and I've received no help. Not even once someone from RAC gave me a call back to update me on the situation as probably there wasn't anything to update on as no one was even coming my way anyway... I've asked my friend to take me home as I had to go to work the next day so did he and it was simply pointless to wait for this to be resolved by RAC. If I knew I would be waiting for 6 and a half hours I would have gotten into a taxi and went home while giving my friends my car keys so they would fix the car for me. However, I did not, therefore I've lost an entire evening, received no help whatsoever and what's most important haven't received a call the next day so someone could at least say sorry! The worst possible customer service and service, in general, I've ever experienced, if I can call this a service that is.