Not paying for required coursework due to undergrad coded

I am a graduate student at ASU, and I just had one of the strangest financial aid conversations I have ever had. I was told that several required courses for my master’s program are “not aid‑eligible” because they are undergraduate‑coded. These courses appear on my Plan of Study and are required for graduation. ASU already paid for one of these courses earlier in my program, so this is not a new situation.

When I asked why the earlier course was covered but the next one is not, the rep did not give any reason. No policy. No regulation. No change in federal rules. Nothing. Just a repeated statement that the course is “not eligible” because it is undergraduate‑level, even though the university already certified an identical course for aid.

I escalated the case to a callback with a supervisor. I asked them to document the inconsistency and explain why a required course on my Plan of Study is suddenly treated as outside my program. I also asked for the specific rule they are using. So far, I have not been given any basis for the decision.

I am trying to figure out if this is a coding error, a new internal policy, or just misinformation. Has anyone else in a graduate program with mixed‑level requirements run into this?