Yes. I know that. But 'ze Görmänz' have this special concept of Amtssprache/legal/official language in which you have to conduct business. Which especially applies to larger businesses, which in turn leads to such strange experiences with outsourced hotlines in all over south-eastern Europe, Cyprus, Turkey, Egypt, Tunisia, Morocco, Portugal insisting to speak in their sometimes not that good German to you, while you could be done with it much faster and less ambiguous in English.

Because of that I'd say it's very uncommon to have the hotline talk to you in English. Another reason would be that no hotline is ever calling you, without you having asked for that call(back). That just won't happen.

I guess it's a cultural thing, as evidenced by dubbing of movies/tv-series, and not just subtitling them like it is done elsewhere. At least in the past. Getting blurry with things like Netflix.