Is there any way you can stop by the fin aid office in person? I don’t have experience with fin aid there but when my daughter was applying there for grad school a a few years ago, the employee support by phone was a joke. Among other incompetence, the school kept insisting that they needed a transmittal letter signed by an undergrad prof my daughter had elsewhere, despite the fact the prof had passed away after writing a letter of recommendation for her, and despite the fact my daughter gave the school a copy of the obituary!!
When I threatened to come in in person to straighten some of these isuses out, all of sudden things started to move in the right direction.
If you can’t, try and get to someone at a higher level in that office. Don’t give up, this place is a administrative nightmare!!