3+ hours wait lone female in sub zero temps!

I broke down in Birmingham at 16:00hrs. Contacted Rescue my car and had to listen to a string of phone options regarding purchasing various insurance & other products. I thought I must have dialled the wrong number so cancelled & checked my breakdown card - discovered this was the correct number and it was normal procedure. Having selected 'other' I then selected 'customer services' who then put me through to breakdown - really? nothing like a sense of urgency to speak to the right person straight away. They informed me of the £40 excess I had to pay which I was aware of; told me if a roadside repair could not be completed that I could be transported/towed once & once only to my choice destination. Told me approx an hour to wait which I thought was ok given it was rush hour. Unfortunately I had the misfortune of being in Serpentine Road Selly Oak/Selly Park - if you Google this location under Selly Oak it takes you to an address in Harborne - consequently the driver turned up in Harborne & couldn't find me. I accept this is an easy error, however it could have been avoided if the call taker had taken more detailed information from me like junctions/landmarks etc.

From here the service became extremely poor. The driver who was less than 4 miles from me was allowed to book off duty and go home, whilst I - a lone female in sub zero temperatures was told it would now be another 60-90 mins for the second driver to be dispatched. Guess what - about 90 mins later the second driver turned up at the wrong Serpentine Road & couldn't find me! This was after my correct location had been successfully identified & verified by junctions & landmarks. My hope of getting to a garage before it closed was long gone. The positive news is that after 3 1/2 hours wait in the freezing cold the recovery truck arrived and a roadside temporary repair was completed. I was home by 20:15 instead of 16:30 but at least I was able to drive my car to the garage the next day.

I am appalled by the poor quality service; I've had a policy with Rescue My car for around 6 years but will not be renewing next time.