They should have translators on call for any of the official spoken languages in the EU. However, considering it's a department that deals with complicated leg

They should have translators on call for any of the official spoken languages in the EU. However, considering it's a department that deals with complicated legal issues, my experience living in Germany tells me there's a decent chance the person answering the phone knows formal English better than the person that called. If they didn't listen they didn't want to listen.