VIES exempt Tax European Union

We have noticed that VAT was not charges to our clients from our country, even though they should pay it. Over the past month, I have contacted your support team twice. On both occasions, I was asked to grant access to our system, which I promptly did. Despite this, it appears that no one from your company has accessed our system to resolve the issues. Please inform us when your program will function correctly and when you will have an active support service to address such issues. Thank you

Very bad. No description just a useless discription how to set up taxes in shopify. App dosnt work. No support contact.