Public processes are "undeterministic"

If you go to any bank / gov structure / electricity company / internet provider / literally anything, the same person under same circumstances can say conflicting things.
They can randomly ask for some document from you that is not required, and not ask it from anybody else.

There is a even a meme name for it that’s called “portuguese random”

Or they can normally process the docs in like 10 days, but if you dared to roll the wrong side of dice, it can just take you a year and glhf if you ended up getting what you wanted initially.