Jumia — undelivered order

ve placed an item and paid for it on(fawry) service, and still i haven't recieved the order, i've recieved sms with the order no [protected], that was in 12/3/2018, my tel no: [protected], i've tried to call the customer service number many times but it seems to be a problem with the system i can't get pass the first step of choosing language, please respond