To be honest, getting my return back was hell. It took almost a year.
Oh man. It shouldn't take longer than 8 weeks, much less longer than 10 months. I am so sorry, I would be pretty annoyed in your position, rightfully so.
We don't have account access through her on the forums, but our Facebook and Twitter teams do and they are great at finding solutions for one off issues like this. You can find their contact info in my signature or here-
Please keep us updated on what happens!