Not only are they not an insurance company, but they aren't mental health professionals either. I understand the woman wants help but it sounds like initially the CS reps were very kind and asking her how she's doing etc. Then, a co-founder gets involved and it's all business and that's when things took a turn.

I've ripped on them for asking her to take down the blog -that was a huge d-bag move. But, it's not their jobs to be this woman's counselor. I imagine if I was in a similar position I would rely on family & friends. Not a company & their investors. I mean, after they cut a check (which doesn't sound like it's happened) how often are they supposed to call and ask how she's doing?