Are all of us getting the runaround?

I received the letter saying $20k of my loans would be discharged. Then the supreme court over turned that decision. So I had been paying as usual, then last year, my loans were placed on forbearance til 2035.

I called to ask why, and the Nelnet lady told me "oh we don't know we didn't do that it was 'Borrowers Defense Fund'. I called them and the CSR said "we literally don't have the ability to do that, only your servicer Nelnet can do that" in a mocking tone.

So I called Nelnet back and another CSR said "Borrowers Defense Fund placed the forbearance"

All of the people who work there are untrained low information people who hate their jobs. I can't get a straight answer.