Failure To Reverse Payment

It has been over a month now for my issue with Discovery bank to be resolved. I received a payment reversal on 30th May into my previous Discovery card with FNB. My card was migrated to Discovery bank in March already so the money is probably in an FNB suspense account. I have made numerous phone calls to their call centre for assistance but none of the call agents could give me a definite answer. When I requested to speak to the line manager in order to escalate my query, I am told that they don’t know who their line manager is due to them working remotely. I have also emailed them on numerous occasions with the proof of payment reversal and a request for assistance, and have not had any feedback. I would like answers to two questions- 1. Is the money actually in the suspense account? 2. If so, when will it be paid into my Discovery bank account?