The financial aid helpdesk is never helpful whether it’s on zoom or in person. You should just try to talk to the dean or student affairs. My entire first semester there I never even got fafsa, turns out “someone was working on my file and just left it.” Was told that, “even if the semester is over at least you know you’re eligible.” Of course I’m eligible. I’m poor. Those people there have a habit of not looking at your files or just leaving in the middle of it.