Spanish Consulate

I have interacted with them 3 times.
The first one was just an ok. I went there, I waited for long and the service was normal.
The second time they refused to borrow me a pen and there were none available for customers. There was a warning saying something like «as you kept stealling them, we decided not to leave any». Not my fault.
I waited for 2 hours to get my passport paperwork accepted. I should mention they have no toilets.
The third time I called to make an enquire to make things easier for them and for me and get the correct papers before going there. The woman did not listen to me and kept interrupting while I was talking and trying to finish the sentences for me. Not only she did not made the correct preditcions, when asked clearly, she did not reply what I was asking. So finally I had to ask again, but do I need this in Spanish, English or what???
She replied and the total conversation lasted less than one minute.
I have just find out that she did not give me the full information, so if I do not want to go there and have another lovely employee telling me I did not bring the correct paper because I forgot to do something extra, I will need to call them.
Typical Spanish, I must say. Not giving you the proper information to be able to tell you off with a nasty look.