Not taking household income into account

I recently checked my student finance account and they are sending me a letter re-offering me the base loan and saying my household income still hasn't been taken into account.
I've had two phone calls with them today and it all boils down to the check they did with HM revenue and customs. They've said that the information my dad and step-mum have sent off do not match the information HMRC have, and as such won't look at anything else until this has been resolved, however they never informed me that this was such.
They've told me that my parents need to re-submit the infomation either proving that they were correct in the first place or wrong and send a letter saying that this is the right one, I've looked over both the documents they sent off and they are for the tax year that the company asked for, so I was just wondering if anyone could help me with any advice on to what I should do next?