Please help. Cpr submitted and part of it was accepted.

So I went to uni twice. One in 2014 and once in 2021. Both times unfortunately I had to drop out due to my mental health and insomnia. I contacted SFE because I have applied for a different university to study something else and it’s been approved. However, I received an email from SFE saying that my second year tuition fee of my course for university won’t be paid despite me giving them evidence for both 2021 and 2014. I spoke to them today and the lady said she will get it reassessed however they may or not accept it despite there being evidence (doctors notes - medical history) that I was suffering from something during that period… my question is now, why was this ignored despite me giving them evidence that I was suffering from insomnia? Was this an error on their side or…?
I really want my tuition fee paid for 2025/2026 because it’s been approved for this year and I am starting my course soon but it’s really frustrating having to continuously submit different documents when they could easily look and assess the application throughly when everything was given at the time we submitted the application. They said I will get a decision within 5 days.
Please can anyone help.