Direct Axis useless

I have been calling Direct Axis multiple times for a settlement statement. Yesterday I phoned 4 times and was told it was emailed to me, it wasn't. Then I phoned again this morning and was asked yet again for my ID number and I told the call center person they should have it because I have to type in my ID number every time I phoned, she hung up on me!!! I am disgusted, why does Direct Axis so quickly email when people want to take out a new loan but don't want loans settled?