Excess refund

My name is Eunice, i was involved in an accident in July 2021...Apparently Miway Legal team tried to get my excess from the third party and with little a little bit of it was fortunately recovered. On wednesday 05/01 /2022 i received a call from a lady at the legal team telling me the news of them getting the money and confirmed my bank details, but to date i have not received it... I made 3 call last week, n everyone i spoke to was going to look to the mattet... The last call i made the guy apparently told me the money was transfered and bounced back.... I need an explanation how that happened cause that account is active!!