Is airbnb customer service just straight up fake? urgent tickets go unanswered for weeks

[Zack157]

@Catherine-Powell  Im so tired of typing and sending emails and calling. Why has my "urgent ticket" been unanswered for 2 weeks straight, when I was told I'd be contacted in 24 hours every single time I call?  This is actually a joke and I'm starting to think "urgent" just means ignore.  What a sad state of affairs.  I've tweeted, I've posted, I've emailed, I've called, I've put in support tickets.  I have done EVERYTHING AND MORE just to talk to someone to reactivate my account. For the love of god, someone please just reach out. 

[Emiel1]

@Zack157 

Your Airbnb account seems to be deactivated.

Did Airbnb communicated for what reason ? Did something happended, like violations of terms, complaning guest etc  ?

[Zack157]

Hi Emiel,

here is what has transpired: seemingly out of nowhere and much later after the booking in question, I received a noticed from Airbnb saying payment hadn’t been collected for a booking in the amount of $175 and as a result my account had been deactivated. (Or should I say they didn’t give me a notice. They waited for me to reach out and ask why it was deactivated and THEN they told me what was going on).

Since this was so long ago I figured they were probably right and maybe when I lost my debit card I hadn’t updated my account info yet. So they said no worries just pay the 175 and I’ll have my account back to active. 

but that’s where things got even weirder. So I click the link to pay $175 and it just says “this payment has been processed”. ….but…I hadn’t even entered any payment info, it just instantly said it had been paid.  

so I go back to the conversation with the representative har**bleep**a sharma, and it says this matter has been closed. Ans I can’t message her.    So now I start calling and continue to be told that they are waiting for the appropriate department to reach out and that it says urgent and other than that there’s nothing they can do.  Like I may have said they even DMed me on Twitter and apologized. 

in fact the latest representative I talked to said. “Unfortunately you may just want to make a new account because lately we haven’t been able to actually help anybody here”. CAN YOU BELIEVE THAT?!  I feel bad for him. He wanted to help. 

I JUST WANT TO PAY THIS 175 AND HAVE MY ACCOUNT BACK.  

and to answer your other question I have never had anything but 5 star reviews, and that’s why I want my account so badly. In fact the woman who this booking is in question for, was the second time I booked with her and she gave me 5 star reviews both times. 

[Catherine-Powell]

Hi @Zack157,

My apologies for the delay here. Our team reviewed your case and they let me know someone contacted you to share more information as to what happened. Thank you for your patience and messaging me.

Best,
Catherine

[Alexandra1554]

airbnb‘s new support people will ask you pointless questions over and over again just to waste time such as “what’s the res number, name, etc” even if you literally had to select the exact reservation in the chatbox to even start the chat! So inefficient. Once you provide the details yet again, they make you wait on hold for a long period of time and then come back and ask you the same questions and then transfer you to sometimes the same person who then asks again for these ridiculous details you’ve provided 6 times already. And then they say “oh I can’t find it can you repeat it” “let me transfer you to a specialist” “please hold” over and over and over again until 1 hour later you’re still being asked what reservation