There are no good Czech brands (with affiliates) and there are no good Czech people. This is just normal way of communication there. Get used to it or leave...
They are certainly wrong that this is something imposed by government. Czech or Euro companies indeed can decide to deal out of VAT regime in cases like that. If she want an example domain registrar subreg.cz (Czech) or dondominio.com (Spanish) put companies/people out of EU on non VAT regime easily.
They are just lazy + plus Mrs. Petrzelkova and other people in that company are just rude idiots. I remember that another bitch from their risk department was threatening a player who win too much after they stole money from him. Alza.cz (biggest retail electronics shop) for example returns VAT to any person living out of EU. Other retail shops even do not know what I was talking about.
If you talk to God, you are praying; If God talks to you, you have schizophrenia.