Student finance approve the wrong university

I applied for student finance. I clearly wrote Royal Holloway, University of London and all the information such a the address. And I go to my student finance account to find a mail with a pdf saying 'entitlement letter' and an approval for Coventry University ?!?!? Am I missing something? I wondered if this is just some sort of example on how my actual entitlement letter will look like. Considering I received no reply in my mail yet and on that pdf every thing was £0. What is this? Can anybody help. Am a pre-settled student that lives in the UK since 5 years and worked for 4 years and now I applied for a uni course here and got a place at RHUL. I was told I need to print the form and sent it to them by mail, so I sent it out 1.5 weeks ago. I got an email saying I need to give some new information they need, went onto my account to find THIS in my notifications?

Hi there, it's maybe the previous application being cancelled off. However, if you can contact us on 0300 100 0607 or via the live chat in your account then we can check this and further assist. Thanks, Jason

Hello,
thank you for your reply. I have received another same entitlement letter yesterday again. Nothing yet in my mailbox, like my other fellow students received. All I get is these weird emails. I am a pre-settled resident here, so I had to print out a PDF and fill it out to apply. I never wrote anything remotely anywhere even close to Coventry or Warwick. I currently am in a situation and cannot call, which is why I guess this is taking longer to get solved partially due to me. I did try to contract them via the web chat, but the AI said there was no available officer and for two days and now since yesterday there is nowhere I can find the small web chat in the corner. I am trying not to panic, but now I am worried something happened to the thick mail I sent them two weeks ago.

Hello,
thank you for your reply. I have received another same entitlement letter yesterday again. Nothing yet in my mailbox, like my other fellow students received. All I get is these weird emails. I am a pre-settled resident here, so I had to print out a PDF and fill it out to apply. I never wrote anything remotely anywhere even close to Coventry or Warwick. I currently am in a situation and cannot call, which is why I guess this is taking longer to get solved partially due to me. I did try to contract them via the web chat, but the AI said there was no available officer and for two days and now since yesterday there is nowhere I can find the small web chat in the corner. I am trying not to panic, but now I am worried something happened to the thick mail I sent them two weeks ago.

I tried. The website changed completely somehow from how it looked before. On my homepage I can only now click on a blue button for "apply for student finance" and a green one for " support a student's application". When I click on the blue one I get to a new page that gives me undergraduate or postgraduate and now I cannot do anything as it says the undergraduate applications are unavailable now. So cannot click anything. I do not understand what is happening. I will try to call with a friends phone (as I mentioned previously my phone is sadly having issues currently) , as it seems the website is not working nor the web chat.

If you want to contact us on 0300 100 0607 so we can further assist. We're open till 8.pm. Thanks, Jason

Thanks again. I was held on a telephone line for 3 hours yesterday until the line closed at 8pm. Today I am again on a line, waiting. Hopefully I will finally get through to an agent as the web chat won't work still.