Advice needed: Tax preparer hasn't submitted our taxes yet, not responding to emails

Hi y'all, wanted to know if this is a normal situation, and need advice on if/how I should escalate.

TLDR: Our independent tax preparer that we worked with last year has been non-responsive to follow-ups regarding delays in our tax filing, despite us submitting necessary documents on time (in line with our signed agreement). How should I handle?

I hired an independent tax preparer to do my husband and I's taxes. We used her last year and had no problems. She was prompt and efficient and got our taxes filed on time.

I reached out to her on February 3, which I know is a little late but still well enough in advance to check her availability. She responded same-day saying she had availability and it'd be no problem to take us on as clients.

She sent and I signed an engagement letter March 6, and then heard nothing for over a month. Last year, she immediately sent her tax prep questionnaire following the signed engagement letter, but this year, I had to proactively reach out and ask for it. I asked on March 27 when we could expect her questionnaire. She responded on the 30th basically saying, oh oops I thought I sent that! We sent the filled-out questionnaire and our documents by April 1.

Our engagement agreement states "Returns will be processed in the order that completed information is received. If you do not provide all required documents at least 14 days (two weeks) prior to the filing deadline, we cannot guarantee that your return will be completed by the deadline. It is your responsibility to ensure that all information is submitted in a timely manner to avoid potential delays or penalties." Technically, we met this deadline.

I got an email on April 14 saying she filed an extension and that she'd be wrapping up soon, and to stay tuned. I know that's pretty normal and at no penalty to us, so I said okay thanks, please keep us updated.

I've heard nothing since. I sent a polite email on May 11 asking for an update, then again on the 18th.

I know it's normal to file extensions, and that especially because (at no fault of our own, which is the frustrating part) she didn't receive our paperwork until the 1st, that it may take a while longer. But is it normal to hear literally NOTHING for over a month and a half, despite attempts at check-ins?

It's been really frustrating not being able to provide the tax return and is directly affecting logistics in other parts of my life. We wanted to apply for an apartment that we needed a current tax return to prove my freelance/1099 income, but couldn't because she hadn't sent anything. As a freelancer, I need to pay quarterly taxes to the state we moved to last year, but can't make an online payment account because I need my latest tax return to prove residency.

Also, we have no idea when her preparing fee will hit (she hasn't charged it yet), or if we owe, or if we'll get a refund. We have a fairly healthy cash flow but if all the fees hit at once, on top of rent, it may put us in a bind.

What do I do now? Should I send another check-in email? Call her up directly? It's getting to the point that I'm not sure if I should just find someone else or figure out how to submit them myself, but we have a contract with her. It says nothing about delayed submissions, besides the statement above. It has no "out" if she's delayed on filing.

I'm just not sure if this is normal, or if it should be taking this long to hear back about our filing. This certainly was not our experience with her when we worked together last year. I'm feeling frustrated and disappointed at the poor communication we've experienced.

Any insights would be helpful. TIA.