The Process and Requirement Document for Identity Validation

I applied for the VAT Exemption because I don't live in Europe. The message I got told me that I should submit the document with my National ID Card (for Proof of ID) and Utility Bill (for Proof of Address).

After submitting, the customer support representative contacted the financial department to apply for the vat exemption. It's weird that I'm asked for submitting another document for translations by "the certified translator" even though the bill with title and label in English already (though the content like "amount (總計 xx 元)" in Chinese).

I feel that this would be offensive because the simple terms in ID Card like "姓名 (name)", "生日 (date of birth)", "地址 (address)" could be translated with any Chinese-English dictionary. I don't think the translations will be different even though I'm not an professional translator.

Furthermore, the first customer support representative just asks for the "National ID, passport or driving license" and "Utility Bill or Bank Statement not older than 3 months" without the required translations. And I don't find any translation required for this in OVH's agreements.

Also, the one asks me to submit the documents in three days (or the ticket would be closed). I can't even find a "certified translator" for the translation in just one day (due to the weekend is coming).

Just like someone create obstacles purposely to me.