I broke down on the motorway on 10th August 2014 at around 11.00pm at night. As I am a member of RAC I called them from my mobile phone. I was on the phone for more than 20 minutes no one was picking up, so I went over to the phone box on the motorway to call from there. I had no look there as I waited more than 30 minutes.
I came back to my car, I called an recovery service to take my car and a taxi to take my family home. As you can see it was a terrible night.
The following day I tried calling RAC customer service to lodge a complaint, I was on the phone for over 30 minutes, eventually when I spoke to a manager they asked me to send a copy of my phone bill to see I made the call also the recovery service bill.
All documents were sent after a few days through email.
After a couple of days I tried ringing to see what they have done with my complaint, same after being on the line for over 20 minutes someone answered and said someone will get back to me. I have made several calls regarding the outcome also sent emails, no reply.
Its been 2 months my complaint has not been resolved. I had a call few weeks ago from them enquiring that the recovery invoice needs to be verified and the phone bill I sent them is not readable on the email.
If that is so, why was I not told straight after I had sent it to them, why after 6 weeks?
Ive sent them emails but no reply.
What I want to know is how long should it take an emergency service to answer a call and provide assistance?
Why does it take that long to speak to the relevant department if you want to make a complaint?
Why does no one reply to emails?
What can you do to take this matter further?
Thanks
*
I came back to my car, I called an recovery service to take my car and a taxi to take my family home. As you can see it was a terrible night.
The following day I tried calling RAC customer service to lodge a complaint, I was on the phone for over 30 minutes, eventually when I spoke to a manager they asked me to send a copy of my phone bill to see I made the call also the recovery service bill.
All documents were sent after a few days through email.
After a couple of days I tried ringing to see what they have done with my complaint, same after being on the line for over 20 minutes someone answered and said someone will get back to me. I have made several calls regarding the outcome also sent emails, no reply.
Its been 2 months my complaint has not been resolved. I had a call few weeks ago from them enquiring that the recovery invoice needs to be verified and the phone bill I sent them is not readable on the email.
If that is so, why was I not told straight after I had sent it to them, why after 6 weeks?
Ive sent them emails but no reply.
What I want to know is how long should it take an emergency service to answer a call and provide assistance?
Why does it take that long to speak to the relevant department if you want to make a complaint?
Why does no one reply to emails?
What can you do to take this matter further?
Thanks
*