Hello Flora,
It was not entirely clear from your post that you had already contacted Support about this issue. Some helpful forum users have written a guide, out of their experience, about how to deal with the Fairphone Support, which you can find at: The Forum Guide to... Fairphone Support (scroll down to ‘Contacting Support’).
I would suggest taking a look there, how to speed up the process. Especially calling Fairphone often helps - keep your ticket number(s) at hand when doing so.
Hope this helps.
Albert