VAT charges wrong and no chat support

I have been a contributor for a year and today I wanted to purchase a file. What is holding me back? I am a VAT registered user for intracomunitarian purchases. I have introduced my VAT number and the cart still shows the VAT amount. I have placed on hold this purchase till this is resolved. As a VAT registered user I should not be charged with VAT. I tried to contact via chat....wait....no chat support exists, only phone, which is cumbersome , expensive and you have to written record of the conversation, and email that has a waiting time. I was really surprised to see that a tech company like Pond5 has not such a customer support. Hope they improve those 2 aspects in the future.

Hey Aluxum,

First of all, thanks for wanting to be both someone who buys, and sells on Pond5! You're right, what's holding you back :)

In relation to your VAT charge, once you provide a valid VAT number in the VAT box at checkout, the charge should be lifted. (Provided you are in the EEC/EU, and have a valid VAT number)
I can see that you have written into us, and I will make sure that you are looked after, and get checked out.

In relation to the Chat Support, I totally agree, it would be good to have a chat feature on all the time. Unfortunately, while we do have the technical capabilities to have a chat support, sometimes we do not always have the humans to facilitate this.

Rest assured, someone from the support team will be there to help guide you through any issues that you have.

Thanks again,

James - Pond5 Community Team

Ok. now I see what the problem was. I have to hit the save button. Until then the VAT amount is not lifted. I was under the impression that the amount had to be lifted once I introduced the VAT number as you get a green checkmark. That was the thing that was confusing me. Thanks for your help