It states pretty clearly and explicitly what the requirements (e.g., being in a qualifying repayment plan), qualifying loans, and qualifying payments are, as well as how to best document payments and proof of qualifying employment on the federal student aid website - it’s all pretty straightforward and uncomplicated. Between that, the fact that she’s an attorney, and supposedly has 10+ years working in financial aid and somehow doesn’t know the differences between FFEL loans and Direct loans I’d say the onus is solely on her for not doing her due diligence.