JR Validity and Covid

Hi,

I ordered a 14 days JR Pass last year with expiry date in August 2022, however, I could not travel due to Covid regulations and Japan being closed to entry until October 2022. So I asked my travel agents to check with JR Pass and I was told that the ticket would be honoured and I did not need to apply for a refund because I would loose on commission, it would be more sensible to keep it, which I have done. Now I am trying to convert this ticket but I am receiving no response whatsoever. My travel agent has now been told that the ticket expired after one year. This contradicts the advice I was given and as this was a case of force majeure and nothing to do with me, it seems particularly unreasonable.
I would appreciate a response.

Thank you

Lucia