There was something in news
See NPR
https://www.npr.org/2019/05/03/711373657/teachers-begin-to-see-unfair-student-loans-disappear
“From internal reports, from the work that [NPR] did, it was abundantly clear to us that there was a problem with TEACH Grants,” says the Education Department’s Jones, who served in the same role in 2007, when the TEACH rules were first written. “We realized that there were certain things that seemed like a good idea when we wrote the [regulation], but they were just too cumbersome for students. And unfairly so.”
The number of teachers getting help is likely to rise. According to the department, since it rolled out its fix in January nearly 6,000 teachers have applied for relief. So far, nearly 2,300 have been approved for the fix and are getting their loans turned back into grants and fewer than 20 teachers have been denied. In short, the vast majority of teachers who apply for the fix are getting their grants back."
It appears Dept. of Education changed rules, or maybe the loan servicer is in error. Maybe Congressional Representative or U.S. Senator can help , look into the case.
It seems the Dept. Of Education has some rule changes - see https://studentaid.ed.gov/sa/types/grants-scholarships/teach
See eligibility https://studentaid.ed.gov/sa/types/grants-scholarships/teach#eligibility
Or contact state attorney general for help on lending laws and consumer rights
https://www.azag.gov/consumer/debt-collections