Re-applying for post grad funding and compelling reasons

Hi, might be a bit of a long one..
I was studying in 2017 for a post grad course but had to leave because of compelling personal reasons (medical). I was in such a mess at the time that i emailed the tutor to say i was withdrawing and they just tried to console me instead of telling me of the formal withdrawal route. I've come back to study another course in 2023 and found that I wasn't formally withdrawn from the course in 2017. I've now been formally withdrawn and submitted the proofs i had to the uni and to SFE. The final proof that SFE require is a letter from my previous tutor confirming i had told them about my circumstances at the time. I no longer have access to the email i was using, the tutor has left and i cant remember their name and the university arent being co-operative. I have given a doctors letter but SFE have emailed me again (seems auto genetated) to ask for a letter from the tutor - what do i do now?