Postgraduate loan rejected by SFE

Hi,
I completed my BSc Geog & Environmental Science with the Open University this June. I want to study MSc Global Development, also with the OU, next, starting this October. I applied for a postgraduate loan today on SFE, and it's immediately come up with status "not eligible for student finance"? The course website states that the course is eligible and I'm a UK national who has always lived here and I had my undergraduate loan approved without any issues. The SFE site says I'll get a letter in 5 days explaining why I'm ineligible. I did notice that the status for my undergraduate loan says "payments scheduled". Could the issue be that they still think I'm doing my undergraduate degree?
What should I do, please?

Hi Vicky,
When was you intake for the course? What is your graduation date?
Thanks, Drew

Hi Drew,
I started my first module on Feb 2nd 2019. My qualification was awarded 31 July 2024- is that the same as graduation date?
Still yet to receive the letter from SFE as to why I'm ineligible for the postgraduate loan.
Thanks,
Vicky

Thanks for confirming this - based on what you've said here you should be entitled to the Postgraduate Loan.
We're sorry for the confusion here.
Can you please call our Postgraduate Team on 0300 100 0031? Our team can refer your application to be approved.
Thanks, Graeme

Thanks for your help Graeme. Will do