Compelling personal reasons student finance

Hi, so I’m aware how tuition fee years are calculated and knew I would have to submit compelling personal reasons with evidence to regain a year back. Anyway I submitted my student finance application the end of May and submitted my CPR last week. I received an emailed today saying I’ll only get a maintenance loan and no tuition so spoke to student finance and they said it takes 23 working days for evidence to be checked and it hasn’t been checked yet so I was just wondering what the email was about? When I log into my sfe account it only says I’ll get a maintenance loan. I was thinking maybe they assessed my application first without the cpr and now will reassess now they have it