I signed up for an on-line CBT course for insomnia. I submitted Sleep Diaries weekly, on which I was told to make no comments. The last diary analysis I received was disappointing since it suggested a course of action that has not worked for me in the past. I sent a query, thinking the worst that could happen would be an automatic email in return saying that they do not respond to questions. Instead, I received an email from them that was aggressive, antagonistic and downright nasty. It actually shook me up since it came from a company in the mental health field. Here is a bulk of their email response: "In over 20,000 customers, not once has a customer stated that they are disappointed in Dr. Jacob's feedback. That is because it is clear to virtually all customers (except you) that there is no other program available worldwide at this price of $34.95 that includes weekly feedback from Dr. Jacobs (25 minutes of his time which would cost you $150 with your doctor or sleep specialist) and a state of the art CBT-I program. Remarkable. If you are "disappointed" in his feedback, don't bother to send diaries and use the program without feedback as many customers do. Otherwise, Please note the instructions you received twice, once with the program and printed in bold red on your sleep diary, that you have now received a third and final time." When I sent another email a few days later asking for a name so I could file a formal complaint and request a refund, I was told: " In 10 years and over 20,000 customers, not one person except you has ever characterized an email from us as "frightening". That is because there is nothing in the email that is "frightening". Therefore, please focus on the cognitive techniques for changing negative distorted thinking in session 4 and the library of articles since your emails demonstrate that your cognitive appraisals are exaggerated and distorted." In other words, according to them, I'm crazy and I have no recourse with this company since all their responses have come from a nameless person behind a computer. I cannot believe that in this day and age of social media exposing businesses in one way or another daily and with ease, that they would be so careless with a customer even if I am the only one out of 20,000. In any case, I hope someone will take note. I certainly didn't deserve to be treated in the way they treated me - no one does.