This is absolutely insane to hear. Feels like the whole "German efficiency" trope is mostly a meme or it doesn't apply to government/national services and is in line with all the other negative things I heard about the infamous archaic German bureocracy in general.
I know even Ukrainian refugees were shocked at how archaic German paper based bureocracy was compared to their home country which moved to digital, as they expected Europe's richest country to have much more efficient bureocracy than Europe's poorest country. Boy were they in for a surprise.
And let's not talk about Germany's infamously abysmal infrastructure and service coverage for fiber and mobile internet that's well behind Eastern Europe.