I don't think I would blame the therapist as she probably doesn't deal with that stuff. I don't think you should dump the therapist. I would be thoroughly pissed as well. In the last year and a half I have dealt with so much incompetence both with government agencies but surprisingly private institutions are just as bad these days. It has become a joke for me. I will sit on the phone on hold for two hours just because it has become a game. I got tired of getting so mad and frustrated. I would not pay the money though if I did not owe it. Go over her head and get to the bottom of it.