Nelnet placed loan into Admin Forbearance until May 2028- no plan change requested

My parent plus loan (in my dad's name) moved from Great Lakes to Nelnet along with everyone else's during the pandemic. I've been anticipating that payment starting back up- it's on a graduated repayment plan that I was fine with, so I haven't made any requests to switch to the SAVE plan. All of the email correspondence from them indicated my auto debit would resume as soon as payments started back up, but when I looked at my profile on Nelnet to see when the payment would be coming out, it says that I've been placed in administrative forbearance and my payments will resume on 5/14/2028. I didn't make any payments on the account during the payment pause, so I'm not sure how a payment got pushed back by 5 years? (EDIT- I just checked and I actually made 3 separate $150 payments in 2022, but that's only the equivalent of 3 months of payments, not 5 years). My job requires me to be on the phone a lot, so I can't spend hours waiting on a customer service queue. Has anyone else had this where they've been put in a multi year forbearance without a requested plan change?