You can extract text from PDFs without using OCR, they aren’t all images embedded in a file.
I’m sure you’ve opened PDF documents before and selected text in it, or searched for something. That works because the text is embedded in the document, I’m sure.
You can also create PDF documents with the text converted as images, but those are usually larger in size.
We don’t care, it’s their job. I get that they’re busy, but it’s their problem, not mine. No excuses for these scumbags.