Student loan statements

I don’t understand why no one can respond to my emails or why no one in the call centre can assist a person. I’ve been trying for over a week to simply change my method of communication for statements on my Student Loan to be emailed to me instead of being posted to an address where no one has been living for the last 3 years.. Why is it so difficult to help a client??? Not all of us has the freedom and time to go to a branch everyday and why would you have a call centre if no one can help you!