Hi @Theo_Engelman.
welcome to the community form,
yes, the support and communication of Fairphone is a bit problematic.
Luckily you found the Community form.
Happy to hear that you found the solution here.
you can check the status of your seport ticket using the link in the automatic reply:
https://support.fairphone.com/hc/requests/
maybe your ticket was closed by mistake.
if still open: you can reply to the ticket that it is solved. this will prevent them from having to write a redundant reply. to help them a bit more you could mention what the solution was. if you like it seems more than reasonable to me to express your dissatisfaction in a polite way. hopefully they are working on improving this.
To prevent a double discussion on this is Form think its best to post further messages about Fairphone support in this topic:
greetings
Tom