No assistance with early upgrade

I visited the Nelspruit Cell C branch in December and I was told that I can upgrade early in February, as my contract only renews in April 2018. So I phoned Cell C on Monday, 8 January 2018 to see if I could get the ball rolling so long so that by the time February comes, I will have my new phone. I was told that the ONLY person to speak to is Sipho. I've now been phoning for 3 days now and apparently Sipho was due back at work on Monday but no-one knows where this guy is or when he will be back at work, which I find every strange. How do you not know where your co-worker is, especially if they are all working in the same department?