There mistake not mine

I put in a claim for my cars keys that broke on the 6th October, the lady that assisted me was very helpful and said the money to replace the keys will be paid into the same acc that they debt from, so I said that's fine no problem but thats where it all went wrong, I started asking the following Monday when will the funds be avaliable, I was that the claim was approved and the money was paid into my acc. I waited another day and nothing, I asked them again what's happening I need to have my keys done. They sent me a proof of payment., to witch I answered okay but who's acc is this because it is not mine. The guy sends the pay department a email and tells them it's not the right acc, but now they are saying they will have to investigate the matter, and I still sit with out the funds to fix the keys. This was there mistake not mine, nowhere on any of my paper work does this acc they paid into appear