My t is not defensive, she was genuinely sorry and owned her mistakes every time and even at the end of these sessions she thanked me for my generosity for coming back. This is what confuses me because she appears like she doesn't mean it but how could you forget three times and the first time she said it had never happened to her before, ever!
As bad as ex t was, she never missed an appointment or was late or didn't show up, she was reliable and consistent.