[Martinscola]

My wife found she was locked out of her car at 12 noon. She does not know if the key fob is faulty or the battery is flat. She raised a call out, and expected someone to help her. It is near zero, in an unlit country lane and she is elderly, alone and vulnerable.
So far today she has had 5 messages putting the time back again and again. She is now looking at 2am, some 14 hours after reporting the issue. Its now below zero, her coat in locked in the car, and apparently no-one can do anything except raise an 'escalation' meaning that someone will call her in 20 minutes. No-one from RAC help centre ever does call.
What kind of service is this? She received one call from a foreign locksmith who she could not get to understand the issue, and we have just had an email asking us to submit evidence of our replacement key claim.

[Lily]

Hi @Martinscola,

I appreciate this was raised some time ago.

I’m very sorry to read about what happened, particularly given the circumstances you describe. Being left waiting for assistance in freezing conditions, especially when vulnerable and alone, must have been extremely distressing. That’s certainly not the level of service we aim to provide.

While I’m not able to access account details here on the Forum, if this hasn’t already been fully addressed, I would strongly encourage you to raise it formally via our complaints process so it can be properly investigated:

https://www.rac.co.uk/complaints. If you were not satisfied with the response you got you can always check the section "If you are still unhappy".

Thank you for bringing this to our attention and I am sorry it took so long for us to answer.