Student Loan Statement

It's frustrating that the "go to" response of your agents is always to "go to the branch" for assistance and then asking "is there anything else I can assist you with"

I have sent 3 emails requesting a statement of my student loan, all of which have went unanswered. I then called in thinking it would be easier, I answered all security questions and just as the agent was about to send the statement he advised he could not send it to me because I no longer use the email address on record, what is the point of security questions if the last option is to go into the branch?

He could have advised I send my Id or ask more questions if the 10 I had already answered could not verify I am the person in question.

Come on guys