Outlook Not So Good

Next Monday night I set up my first appointment with a therapist. Nothing too dramatic to address on the Internet (I'm fine, I'm FINE, ok?), I've just never talked to a neutral party about any issues before. My work gives eight free sessions: you locate a doctor, get an authorization number and confirm your appointment.
Now, I'm a VERY organized person. I love post-it notes, file folders and label makers. I use my Outlook calendar for work and social appointments, in addition to my cell phone and a datebook I have with me at all times.
After a very stressful week working a gift fair for work, I came into the office with a full voicemail box and one message from my soon-to-be therapist. "Ah, yes, please call us back regarding your February 2nd appointment with [name redacted]." I called back immediately - as a very organized and "together" person would - and they had the nerve to tell me I never phoned them back to confirm my appointment.
I thoroughly explained to them all the steps I had taken to make the date (including my appointment confirmation number!) and it didn't matter to them. "Could you come in at lunchtime?" "I don't take lunches," I said. "How about February 9th? Could you come in at lunch then?" "I don't TAKE lunches!" I said, losing my patience. "Well, we will call you on February 3rd to confirm if [name redacted] can meet with you after work on February 9th." This is where I lose it.
I'm so tired that I just start crying on the phone, "You mean I have to call you to confirm if I MIGHT have an appointment and I had a confirmation number written in two places for my originally-confirmed appointment?"
I'm really hoping my new therapist isn't exercising some radical form of tough-love therapy. Don't you think the last thing you want to do to someone who needs to make an appointment with a professional is make them cry?