Business ProfileforShenandoah Life Insurance Company

So, my wife's 15 yr term policy expired 01/22. After being informed her premium was going up $600+ a month, we were advised to allow the policy to lapse by a representative and to look at switching over to a whole life policy w/out charge. My wife and I sat down w/ our agent, submitted the paperwork w/ a check to convert to the new whole life policy. Check was cashed 3/22. Mind you, during the expiration of her term life policy we were receiving mail from Shenandoah on a daily basis. I then called to confirm the status of the new policy at the end on 4/22 as we have had no information provided to us. Was informed the the new policy was "pending" and to call back in a week. Life happens.. Called back on 7/12/22, was informed that the new policy # that was "pending" did not exist. Also, for the 1st time, was told that they could not provide any details in regards to my wife's policy w/out her consent.. Haha.. We've been holders for 20+ years and up to this point, I was handling all communication w/ this company. Would not even acknowledge the cashed check back in 3/22. If the new policy was not accepted, why cash the check? Why not refund the money if the policy was denied? Why no information to advise either way? Very disappointed in a company that I still have a policy with and my family has been for 40+ years.