Consumer complaint received 2025-10-03 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: Nelnet, Inc.
State: TX

Complaint narrative:
In XXXX, I enrolled at a cosmetology school and had taken out student loans with My Great Lakes XXXX I was certain that I had completely paid off all of my loans by around XXXX. Later, in XXXX, I graduated from community college with a separate degree. Fast forward to XXXX, Great Lakes transferred all their accounts to Nelnet, and ever since then, I started being billed for my already-repaid tuition from cosmetology school. 
My cosmetology loan repayments were made through a local credit union I was using at the time ( XXXX XXXX XXXX  ). When I called, however, they were unable to access my bank account history since the loan was repaid OVER 10 years ago, and the account was closed soon after ( the bank does not hold onto records exceeding XXXX XXXX XXXX ). 
Because I know for a fact that my student loans had already been repaid, I initially fought it, contacting MyGreatLakes/Nelnet, and tried for weeks ( in XXXX ) to request evidence of my repayment history. 
Unfortunately, I was not able to get proof via my Great Lakes account because XXXX completely erased all past info and destroyed any ability to access the account I had with them. 
After weeks of tirelessly explaining my situation to Nelnet, and requesting proof of payment history, I finally received an illegible document rather than a clearly itemized copy of payment transactions ( I will upload photos that include a sample of the XXXX document that they mailed to me upon request, as I do not even know how to describe these forms full of dates, codes, and payments in a completely confusing & illegible format ). To add to the confusion, the document included ( in a jumbled format ) payments I made toward my community college loan. 

I am certain those loans were repaid a decade ago. Additionally, IF I had stopped paying or never completed my loan repayment, I certainly would have received a physical parcel or an email at the very least stating that payments were past due, but I did not receive ANY bill/invoice regarding my cosmetology tuition -- because it was already paid -- UNTIL My Great Lakes was transferred to Nelnet and XXXX XXXX  XXXX XXXX XXXX being paid on. 

After I was sent that illegible document, I was exhausted and lost hope of being able to resolve this issue. I stopped fighting it until now -- but before this new invoice for cosmetology school is fully repaid AGAIN ( since they have been receiving payments from me for BOTH my cosmetology school AND XXXX XXXX ), I am choosing to try and get this resolved. I am certain without a doubt that I have already paid all of my XXXX XXXX involving cosmetology school over a decade ago and have formally requested Nelnet send me beginning-to-end proof of all payment history ( with dates in a LEGIBLE format ) made toward the loan for my cosmetology school. 


* Side note : ( I'm not certain if my cosmetology loan was considered XXXX or XXXX -- my father set up the account for me at the time, and even paid for half of my entire tuition. However he has been deceased since XXXX. My community college loan is federal, and they have both been lumped in together under the Nelnet umbrella after the Great Lakes transfer ) Additionally, this all took place under my maiden name, which is the named I signed up with. As of XX/XX/XXXX, I no longer go by my maiden name, but all events & documentation are under my maiden name.

Company response to consumer: Closed with explanation