After over 5 years as a host and a superhost for about 4 I can't get a an untrue bad review off

[Jean12]

There is no customer service any more. I had a guest with 2 profiles who was clearly trying to scam me, wanting a full refund for a "family emergency" he could not document. When I refused he wrote a completely untrue bad review. I was assured it would not go on my account but it did and I have spent probably 4 hours trying to get help but it is still there, despite their promise to take it off.  I have heard Airbnb is now mostly for human trafficking and because customer service is so unethical I am starting to wonder if this is true....

[Emiel1]

@Jean12 

You did not leave a review for the guest, nor did you comment on his review.

But if they (Airbnb) promised to remove it, then continue chasing them.