I would urge you not to get discouraged. Check out the TMSwiki online. It's a great resource with all sorts of free info and advice. There are message boards and free chats as well. There are many practitioners in the field so don't be deterred by one secretary.

I am sorry to hear that you felt the email discussion with my secretary was less than satisfactory. I have asked her to contact you again. For individuals outside the United States, we have learned that payment in advance is an appropriate approach. Our fee includes a lengthy video consultation, in this example, counseling and education that is not available in many places. We try to offer financial hardship reductions where appropriate. Again, sorry that you were not responded to in what you feel was a humane way.

We have not been able to reach you; please contact us again.