Bad communication skills and being dismissive then being informative

Has bad communication skills and they chain of communication between the front office and various departments is bad. The documents that were requested were there until last minute were they told me I could not be assisted, fair enough I didn’t have all of those documents, my issue Why wasn’t I told prior of those documents and the way they communicate is very dismissive then being informative. I really appreciate next time they will be welcoming then being hostile.