Appalling service from Nsfas

I have been trying to get my loan statement from Nsfas for the past 6 months or more, using the email address they recommended which I have never received any response. When you try to call them they say you need to email and they can not assist . What's the point of sending an email when you don't get a response. I have tried calling different offices but no one is willing to assist. What is so hard about sending a loan statement.