Has PLoS One ever ghosted anyone else?

One of the articles written by a superbly talented high school student (or that's what she was when we worked together) was accepted by PLoS One.  Here it is on bioRxiv.
They took forever to proofread our article. We took forever to respond because Alejandra was busy. And now, we've been completely ghosted. They haven't responded to any of my emails to please print the article that they accepted.
This is horrible. This is damaging to Alejandra's career and to my tenure case.
Advice appreciated. (Email on contacts page.)