The school added a loan I didn't need for my first...

The school added a loan I didn't need for my first year of college now im 10,000 in debt but I keep getting locked out because my password always acts funny. so then I have to call and all that other stuff. most people I speak with are really nice and helpful but I called like a couple days ago for my new password of course and she was so rude not sure what her problem was .but I currently have an issue with them charging me late fees when I'm still enrolled in school and already have been paying on them this is getting annoying