Student finance compelling personal reasons

I wondered if anyone was having the same issue as me with student finance. I postponed my course last year due to various health issues and was told way to close to the start date this year it wasn't running so I had to quickly find a new course. I repaid my existing masters loan and sent in a compelling personal reasons to student fiance with a doctor's note and letter from the university stating the course was not running. Only to get an email that my evidence didn't have the right dates even though they were both from this year and the dates I was diagnosed with my health condition and date I found out my course wasn't running. Which was months after I postponed the previous year. Just wondered if anyone had had a similar issue and could help.