Anytime the NPC does not come close to the actual aid given, the fin aid officer should go over why it did not. The answer could be as simple as some specific line item that the actual calculation takes into account that is not in the much abbreviated NPC . Some common things are a business, NCP, certain assets. So, yes, it can legitimately happen.
Rudeness and lack of clarity in these things should be reported to the appropriate deans, in admissions, public affairs and even the President of the College’s office. There have been several instances where college employees were lying. Yes, mistakes happen. Yes, some policies outdated. Those things in fairness need to be corrected, not swept under the rug to come back out and dirty another student’s application process