Student finance Wales

I’ve completed all of my application, just waiting on my identification to be processed.

I received an email this morning saying they’ve received my identification but they don’t have a submitted application in their system??

What do I do ? Do I wait or should I ring them up? I’ve had absolutely nothing but trouble with this finance for 5 months that I’ve been trying to sort it out.

Did you receive an email confirmation when you first submitted your application? Do you have a customer reference number that you can give to them so that they can find your application?

(Just guessing here as I'm not familiar with Student Finance Wales.)

yes, I have a customer reference number. I’ve received this email once before as as I’ve said I’ve had many struggles with this; I’ve had complete applications cancelled due to miscommunication on their end etc. however, I cannot remember how I handled it before.

The email states :
“We have recently received identity evidence from you to support a student finance application; however, we do not have a submitted application on our system.”
I believe this is because my application hasn’t yet be approved?? I re-applied last night, received this this morning