Financial aid

My friend keeps getting a new fan every other month and they keep increasing the amount she has to pay. They said that it is because she is getting new scholarships but when we checked her fan, nothing was added and they keep lowering the grants she was given. They are also taking money from one of her scholarship and decreasing the amount that scholarship is giving her. We have already gone and talked to the financial aid office multiple times, but they keep giving dumb reasons as to why she needs to pay more even though they have already charged her for this quarter. If anyone has any advice on what she should do or who she can complain to it would be great.