I meant the history of the relationship you have with them. Ten years is a long time and I am wondering about the nature of the previous contact you have had with them that might have triggered such a response. You have suggested that the encounters you have had with them have generally been tenuous at best. There has got to be a reason for this. What have you observed about their reactions they have to other clients? Are they professional with them? Does it seem to be just you that is having a problem with them? Have you considered that there might be something that happened that was less than positive in the past that has led them to their current, what you say is appalling, treatment of you? Is there something you can do in the future that might repair this relationship with them? Is there something they can do to meet you half-way? What are your expectations? Also, consider what expectations they have of you. Have you done your part to meet your own obligations then?