Response on a query for a refund

Last year December my company paid money into the employee`s account only to find that when she went to the bank to get the money she was told the account is freezed. She was told to give us an email address where we should send the POP and the money will be reversed. To this date we are sending emails and no one responds and the money has never been deposited back to us. The fact that no one responds is really tiring. The employee went back to the branch last week and she was told to go to head office. Is that possible?