I need some help regarding a missing Managed Payment that hasn't been received dating from July 5th.

My bank that day had a technical issue and the payment was revoked and returned to Adyen. I have provided eBay with the Retun of Payment ID Number from my bank to prove it was returned.

I've recently received a message from Customer Support stating: "Unfortunately, if the payout was sent to a different bank account due to a user input error, or there was a technical issue with the bank that day and the bank couldn't receive the payment , as per policy, we do not cover the loss". 

I'd appreciate clarification that this money is lost. It has to be somewhere and has been dragging on for 8 weeks.