Nsfas issues

I app**** for funding in Nov 2019, via the portal, my application was moving to the awaiting results status. It was suddenly moved back to funding eligibility status on the 8th of Jan. I called them and I was told that they are busy processing. On the 23rd of Jan, it moved back to the second stage to appeal. The reason given is that I have a household income of 600 000 per annum. My mom is retrenched since Feb 2019, my father is deceased. The call center agents are clueless. It’s frustrating. Concerned Student