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I am really grieved to learn about your friend. Infertility is really a curse. The things ge worse when the hope goes down too. The same happened with your friend. She was infertile. She looked forward to the IVF. The dreams shattered again. In this desperation she contacted the fertility clinic. Actually Lotus is a renowned name. People contact it from all over the world. This all is happening due to their successful public advertising. It is too unprofessional to let down the people in this way. The IPs are already desperate. Not responding them means unnecessary wait. I would suggest that she must keep sharing her experiences with lotus so that others can be saved. At the same time I wish her all the best.