Waiting 4 hours on side of motorway with 2 young children

On Friday 3rd June, my wife and I plus our two young children, aged 7 and 11, were travelling from London to Bude. We had just come off the M4 onto M5 when the clutch on the car broke, we had to push the car across 2 lanes of the M5 onto the hard shoulder opposite junction 18.
This occurred at 1540, we called Aria Assistance Motor Breakdown at around 1550 to inform them what had happened and would need to be towed home to Bude. We also informed them that we had two young children and that we were on the side of the M5 and felt that our need was urgent.
Aria informed us that it would take 140 minutes for us to be picked up and towed back to Bude. We were not happy to wait this long but understood the roads were busy etc. This time then passed and we had not heard from either Aria or the recovery service. We then phoned them back every half hour and were informed recovery would be with us within 20 minutes. But this did not happen.
The recovery team informed us that they were not informed of the recovery required until 1700 and were given the wrong information as to our location. We were not picked up until 1940 – almost 4 hours after our initial call to Aria. We did not arrive back to Bude until 2300.