"Cancellation"

I had a 60 mile round trip in order to accompany my grandson to his urology appointment. When we reached reception after the hassle of trying to park and a long queue, we were told the appointment had been cancelled by letter and another date sent. The clerk implied it was our mistake and offered no apology. I couldn't query it at the time as I hadn't seen the letter, but on checking later a further date had been given, but there was no reference at all to cancelling today's, so they had assumed he needed two appointments. This has caused us stress, expense and a waste of time and is totally unacceptable.