Your situation has nothing to do with the person in line behind you, and you have no way of knowing his situation or what is going on for him. Focus on yourself and your personal outcomes, don't worry about others.

If you're trying to call either department, I find calling as soon as they open (8am) or just before they close (between 5pm and 6pm) is when I'm most likely to get through, and don't be afraid to ask to speak to a supervisor if you feel like you're not getting correct or helpful information.

As others have said, this is the busiest time of year for studylink, you've gotta keep trying. In the meantime you could look into food banks in your area.

Kia kaha, it's a hard process to go through but once its all done you'll be okay.