Student Loan/Fees Free help

Long story short. I did a course back in 2018 and paid for it outright with my own money. I also was eligible for fees free. I completed the course (therefore fufilling my fees free requirement) and all these years later I've noticed my student loan does not reflect this at all, they have charged me for everything. I have called around so much but I just keep getting the run around and no one has my records of it. Has anyone else dealt with this kind of situation? One person I spoke to told me I could be reimbursed my money that I paid, and my student should be corrected. Any advice appreciated. It just gets a bit tiring getting told to 'call this person' or 'call that person' and they either say the same thing or don't pick up the phone.