My friend owes Studenr Finance England £8k

My friend is doing a 4 year integrated master’s degree. This is their first time doing a uni course. They had to repeat second year in their course, but could only enter the second half of the academic year for that repeated year. Today they received an email/letter from SFE that they now owe them about £8k. Why is this? I thought that there was a gift year that SFE can compensate for?

Hi there,
We don't have account access over social media. If the student has been award full finance for doing a part year of a course this could be the reason why she owes money back. If the student contacts we can check this for her.
Thanks,
Claire

She has been on the phone with SFE and they essentially said that it’s not their matter to resolve. Instead, she owes the university about £6.9k in unpaid tuition fees. The university has only informed her today, the day before she resumes university, that she has to create an instalment plan to repay that amount from her initial second year, or she will not be re-enrolled back onto the course.
SFE is only paying £1.5k for her current repeated second year. She is really stressed at the moment and has been trying to reach out to both SFE and her university. So far, SFE tells her that it’s not their issue, and her university has been ignoring her calls.
What can she do? Her university gave her less than a day to resolve this issue. Sorry

If we're only paying £1,500 then this must have been what the university have told us. We can't change this unless the university send us a change of circumstances to confirm differently.
The student can go into the university to discuss this with them if she can't reach them on phone/email. We don't have control over the universities, so is she can't reach them she would need to ask to speak to manager in the university.
Thanks,
Claire

Thank you. She is currently at the university to speak with them.
If you don’t mind me asking, what could be potential reasons to her current situation? We were both in the same situation last year, but I have not experienced any issues that she has been facing. I was able to re-enrol without issue.
Thank you for your time!

I can't confirm the reasons without seeing her account. She would need to contact us to query this. She can contact us using the live chat online in her account, or call us on 0300 100 0607.
Thanks,
Claire

She just finished talking to the university in person. She told me that the university cannot do anything and simply told her to pay it or they will kick her off the course. I have informed her to call SFE but she is quite reluctant to do so as they already told her that they can’t do anything either earlier.
I will let you know if there is anything else. If there is any advice you could give that would be grateful. Thank you Claire!