Escalating a complaint

[Maria16242]

My reservation in Lisbon has been tampered with, after it was fully paid, someone - not the Host or me, issued a refund to my credit card fraudulently. I am trying to pay the balance due o the reservation with another card but I keep getting an error message which does not allow me to change the payment method although it appears as an option.

I have spoken with over 7 people, over in-app text messages and phone calls, and spent about 6 hrs in total trying to resolve this with no results, I just keep getting passed around! 
To say I am frustrated is an understatement, How can I get a resolution??? Is there an extra escalation department?? This is a very serious matter and of great concern

Maria Botta

[Emiel1]

@Maria16242 

You can  not change a payment method for an conformed reservation, unless it is on a payment plan and future payments need to use another payment method, as explained here in first section:

Editing-removing-or-adding-a-payment-method

IMO This "fraudulent refund" sounds like a serious concern regarding your account.