Master of the High Court SERVICE IS OUT OF THE OFFICE!!!

OK so my grandmother passed away 29 October 2018 and Ive been helped by ABSA estate department,the lady that was assisting me(was so helpful and polite each time I contacted her) there told me that they had sent the documents to the master of the higher court on the 8th of April 2019 due to i need a letter of authority that lady also told me it would take 4 to 6 weeks to get the letter of authority and also provided me with the name(Lucky) of contact person and the number for the master of the higher court.Since the last week of May was 8 weeks i decided to call Lucky and find out why is it taking so long but since the 29th of May 2019 till today Ive called numerous times at least 10 times per day and no answer although each time i held the call to be put to the reception and each time the lady there told me that "Lucky" is out of his office..NOW I ASK YOU DOES LUCKY EVER STEP IN HIS OFFICE????????AND HOW IS IT POSSIBLE THAT IN 13 DAYS ME PHONING 10 TIMES PER DAY HIS OUT OF HIS OFFICE???HONESTLY THAT IS TOTALLY IMPOSSIBLE!!!!!!!!!!!!