When looking at my FASFA application statues, it says 'Action required' and just below...

When looking at my FASFA application statues, it says 'Action required' and just below that, it says "the SSA doesn't not recognize both parents SSN....etc". After time of stumbling over this issue, I contacted the number provide by the SSA but i'm only met with animated voice recordings. *The SSN's I entered for parent one and two are correct SSN yet it marks them as wrong. My mother and father are both from Mexico, meaning they are not residents nor citizens but they do file taxes. This means both have a IT number. I proceeded to put that IT number because from my understanding, an IT number acts the same as a social. I've also done the correlation step about *x now and every single time the same thing presents itself. *When talking to my University, they went over it with me and told me everything checked out but they also stumbled over the parents demographic section. After a while, they actually recommended me to completely erase the information about my parents and submit it like that, blank. Which I wouldn't mind trying just that the form doesn't give me the option to submit it. *Now, I've tried contacting the phone number provided for the SSA but I find it to be un useful. I don't know where else to ask for help which is why I'm here. Hopefully I've made myself clear and the problem is solvable. I would love to hear soon from you. Thanks.