My Daughter likes the counseling but some staff is...

My Daughter likes the counseling but some staff is rude. They do not inform you that since covid that if your doing Zoom that the access code is always the same. My daughter deleted it after she used it and when next appointment came she and i was waiting for new code tried calling no answer no one called to say he we are ready for you to log on like the 2 prior times. Finally got through 2 hrs after appointment and They are refusing to take the $50 missed appointment fee off. Said if she wants to be seen it must be paid