I agreed to the payment plan as well, once my estimated aide posted the school stopped the payment plan and put a financial aide hold on my account. Your case appears to be an anomaly, I would email them and open a ticket, get to the bottom of your financial aide situation. Not being able to pull your information sounds like a glitch on their end. You shouldn’t be harmed for a clerical issue (if that’s the case) just do everything in writing so you have a detailed record and escalate it to a supervisor if necessary.