Seems like a simple case of failure to follow simple directions, stop thinking, they don’t care what you think, they requested a list, for what ever reason (it doesn’t need to make sense to you, do you think all the rules make sense for foreigners who travel to Europe?) just follow it. They must be thinking, wow these European is really dumb, he can’t follow simple instructions.
that is what I am talking about, if you’re in Switzerland now and you were to call at this time, it is 7 pm here, so all the English speaking people are out already. The message probably says call at different time when it is office hours. So try calling when it is office hours in Thailand, and the English department is working.