Can’t switch characters in loadout menu

I am on xbox series x. 

Playing hardcore mode in official rules servers in portal. During a match between lives you have the option to change your class, loadout and character. Me and a few of my friends get locked into a certain faction either PAX or NATO for the entire time we are on the server.

Example. 

Load into the first match on NATO. In the loadout screen choose ‘change character’ and all is good. 

Next match starts and load in on PAX. In the loadout screen choose ‘change character’ and it shows the NATO faction even though I am now playing as PAX.

This has been like this for at least 2 months.