Traumatic experience

We are going on a Trafalgar Tour in October - organized coach tour. We will arrive in Europe on the day the tour starts and depart on the day the tour ends. We need the Austrian Schengen visa and after being turned away at VFS Cape Town last week because we did not have hotel contact details (which was a mistake on our side......actually Trafalgar who did not send the correct documents in time), my husband asked the rather unfriendly lady to write down EXACTLY what was still needed and she scribbled "hotel names, addresses and phone numbers" on a small piece of paper . We have been struggling all week to get every last bit of necessary info from Trafalgar. We returned to VFS yesterday morning and although everything went extremely slow all was done EVENTUALLY and we thought we only needed to pay.....when the lady put a blank piece of paper in front of me and said I had to write down that it was a BUS tour. My husband and I immediately were up in arms because it was simply ridiculous. Last week she threw out our cover letters and itinerary and this week she wanted a hand written one liner? We called a manager who kept telling me I should stop interrupting him and let him talk while I raised my voice because he did not want to listen to anything I said or look at anything I tried to show him, at which stage he threatened to call security and have me removed. I tried my best to show him the complete itinerary I had with me which I realized this morning is actually indicating that this particular tour is with a "luxury air-conditioned coach" and which neither the lady at the counter nor he would look at......let alone add to our documents. He did not want to consider the faintest possibility that we had reason to be upset. He fluttered the checklist around at some stage which I told him I had gone through a hundred times and nowhere it said we needed a scribbled piece of paper telling them it was a BUS tour. He rep**** that the lady had the right to ask for necessary documentation. Then the lady returned with our invoice and he realized everything was actually complete and said "your application is complete, so what is your problem?" I emailed the lady I talked to last week about the appointment time (Letitia) and complained about what had happened. She was very kind and apologetic with her reply but tried to tell me that the letter, which was NOT a letter but literally a hand scribbled sentence "This is a bus tour", was needed as proof according to requirements that "applicants travelling to other Schengen countries needs to submit proof of how they are getting there e.g. train, car hire etc." Goodness me, obviously that is meant for persons organizing their own transport and will have proof for car rental, train tickets, air tickets, whatever. How is the hand written sentence "This is a bus tour" proof of anything? The Trafalgar visa letter has the Trafalgar Johannesburg contact details on it, the dates and complete itinerary from city to city - proof of an organized prepaid tour. We are not organizing any travelling between countries ourselves and thus don't have any bus tickets, train tickets or car rental invoices to submit as "proof" - our tour reservation and itinerary is the proof. This was a bad, bad experience and if we can help it we will never ever go back to VFS Global. If we need visas ever again I will visit friends in Pretoria and go directly to whatever embassy