The same thing happened to me, it was soo annoying. She said she would send me out some information in the post and it never arrived, I rang and rang, and emailed and nothing. Meanwhile I cut out carbs in preparation as I was raring to go. Eventually I rang another CDC and met her the next day and went home with all the shakes I needed, no mention of having to send me out information. It is just luck of the draw I guess, some people are good at their job and some just aren't. Hope you get on it soon, because it is well worth it. But I lost 5 pounds in a week cutting out carbs, and had no side effects when I did start so in retrospect the preparation time was well worth it.