@Johannes is right of course.
But you could try another approach as well, making use of this forum. You could send a pm to someone from the support team:
https://forum.fairphone.com/badges/100/fairphone-customer-support
For being able to send a pm you just have to reach the level of Basic User, which happens automatically spending some time in this forum, reading a few posts in some topics.
Here is how to send a private message
As I don’t know, how often they check for their pms, I would strongly suggest to try mail or phone again.
Tbh, in your case I would call them until the problem is solved (even if it’s just to get you off their back respective the phone ;))