Eft / Eap Payment recall

I have been trying to sort out a EFT payment recall since 17/02/2022. Every time I call, I get transferred to about 5 different people until they eventually give me a new number to phone or the call just drops. Here is the situation. I have an over draught account which is currently frozen as I am on debt review. The company I work for accidentally paid me into this account. They asked me to sort it out and do a recall. I filled in the eap recall form and sent it through, but the TPS Bureau service recalls department that do these recalls say they cant process the recall because the account shows as locked on their side. I have been trying to sort this out but nobody seems able to help me. It is now almost 3 months later and it still isn't sorted out.