I didn't receive my state tax return last year for a very long time. I knew it might take a little while and I thought I'd give them the benefit of the doubt, but I eventually called to find out what was going on. Turns out they never received my forms. I was more than a little annoyed because I paid 30 pounds to have them sent Fedx from England to ensure they'd get there on the day. They said just having someone sign for them doesn't guarantee that they will make it to the processing area. Yeah. I was furious. So, I had to fax the forms to them, paying a further 5 pounds for this and they were processed and I wasn't penalized because they were filed late (I had proof of signature from THEIR office).
There's a helpline that you could call and actually talk to a person, rather than get the message on the website.