Yup, definitely talk to a (co)manager. We've had cases where people have called in, talked to the front end office person, and the message never got relayed to management or to the CSR -.-
I called in 3 hours before my shift once and the store manager answered the phone. I told him I was sick and he said bring in your excuse if you go to the doctor. 3 1/2 hours later my dept. head is calling to see if I'm coming into work. Manager didn't even tell them I called.