Payout "glitch" deducts THOUSANDS of dollars as an "Adjustment" citing a 2-year-old, CANCELLED reservation which we were never paid out in the first place! Please advise!

[Scott125]

FACTS

1. We hosted a non-refundable, 7-night reservation back in July 7, 2019 -July 14, 2019 (on a property we no longer manage)
   
   
2. Guest Canceled the reservation after just 1 night in the home, and Support immediately refunded the guest $1,880.00 of the $2,042.50 payout, prior to paying anything out to the host. (without legitimate reason and without consulting host)
   
   
3. Host received a Payout of ONLY $218.50 for the 1 night stay. - NO other payouts were made to host on this reservation.
   
   
4. On 6-24-2021 (2 years later):  $2,042.50 was deducted as an "Adjustment" from our payout on a completely different property, owned by a different homeowner!
   

 We contacted Airbnb support via phone and they said; "...there was a glitch on the system with your payout granting you those $2042.50 and the system recognized that error so it took it back.".  I explained to support that we never received those funds, and we then reviewed the "Transaction History" together on the phone, confirming that I was never paid. Support said he needed to get with his supervisor to correct the issue and promised to call me back that same afternoon with a resolution. I asked him to please document our call via support message so I could reach him again, which he did before ending our call.

A week later and no response from support... Despite sending daily follow-up messages, including requests to speak with a supervisor, and having clear evidence, we are still out thousands of dollars with no answers.

Any advice on who can we call and / or what can we do???

[Mike-And-Jane0]

@Scott125  in circumstances like this @Nick may be able to chivvy Customer Support for you.

[Nick]

Oh, I'm sorry to see you are are dealing with this issue @Scott125. I have forwarded all the information you provided to CS and I will update you via DM as soon as I have some information. I do hope this will be resolved soon. Thank you for your patience.

Thank you for tagging me @Mike-And-Jane0 

[Scott125]

Thanks @Nick, I appreciate your help and look fwd to hearing back from you. Hopefully you get a response.... I'm STILL waiting for one.

[Nick]

Sorry @Scott125 I must have missed your reply here. I've sent you a few DMs, as you know but added a new one on there just now, in case you see this thread first

[Scott125]

.... STILL can't get a response, waiting to hear back from a supervisor weeks after they snatched more than 2k of our money.... due to a "glitch". For Airbnb to have knowingly made such a huge error and then not immediately provide a solution and repayment is unfathomable.  Am I the only one this has happened too? Might want to check transaction history and adjustments for the above dates.

[Maia29]

Open a paypal account to receive your Airbnb payments and remove your banking information from the platform. That is absolutely outrageous.

Request immediately for this situation to be escalated and keep calling.

[Scott125]

That wouldn't have helped in this situation because they didn't pull it from our bank account... they simply kept the money from our current reservation ON A DIFFERENT PROPERTY and just didn't pay us out!

I've sent 10 messages requesting to be escalated. Crickets.

[Scott125]

  Ironically,  poor airbnb support making the uninformed decision to give the guests a refund 2 years ago is what cost us the management contract on that property and why we no longer manage it.

So between poor support and a "glitch", Airbnb has now unfairly taken almost $4,100 from us on this $2,042 reservation alone!

Now waiting almost 3 WEEKS to speak with a supervisor, despite following up every other day....  while they have our money.