Cancellation charges to host

[Deborah794]

I have been charged -$50 to my account for a Covid19 cancellation.  We were told we would not be penalized and I have documentation to a agent approving the cancellation.  In trying to contact Airbnb regarding this debt I cannot reach anyone to correct this charge . I have tried calling and have been on hold for a hour without anyone answering.  I have tried online chat an also waited for over a hour with no respond.  Why are this charges not being taken off my account.