We broke down on 11 May 2024 and called the breakdown number. Our first call was at 6pm. We got through after waiting in the queue for 10 minutes, then the agent said he was just going to check something, then put us on hold again, then cut us off at 6:30 without getting back to us. We called again at 6:30 and waited 15 minutes for an agent to respond. The agent took our call-out payment of £30, and advised us that it may take about 2 hours. At 8:30 we called again because nobody had come. Again we waited for an unacceptable amount of time before the call was finally answered. The agent said they would find out what was happening and put us on hold again. We waited on hold for 25 minutes and it became clear that once again, nobody was going to get back to us. At 9:30 we called again, and somebody responded after 12 minutes . We explained the situation and the agent said she would put us on hold while she looked into it. We refused to be put on hold again and asked her to tell us what the situation was while we were still on the line. She got back to us very quickly, telling us that nobody was coming to assist us because they were unable to find a breakdown service anywhere in our area, and our request for breakdown assistance had been cancelled Nobody had contacted us to tell us that our breakdown request had been cancelled, we were just kept waiting. Also, I find it very hard to believe that a breakdown service can’t find breakdown assistance anywhere. So she told us to make our own way home and to call us the next day, instead, when we could begin the process again. By now it was late at night. We had to get a taxi home which cost us £50. Of course we are not going to get another £50 taxi to repeat the process the next day! We have had to make arrangement for recovery of the car ourselves. I am shocked that this company receives people’s money to create ‘breakdown policies’ which do not exist. When I took out the Full UK policy I was promised Roadside assistance, Local Recovery, National Recovery, Home Start and Onward Travel option. I got nothing. In summary, these are the reasons for our dissatisfaction   1. Excessive waiting time for call to be answered. 2. Being put on hold without anyone getting back to us. 3. Cancelling our recovery request but not informing us. 4. Inability to find a recovery service for us. 5. Shocking customer service with no concern for our safety or well being at being left stranded