Why is it difficult my resolution case addressed properly, pending two months and keeps getting passed around and handballed?

[Melbourne0]

I have a resolution case pending for two months. I have already heard countless times support, claims, resolutions department and dozens of other department and people saying they will take care of it but still nothing still in the way of concrete, or proper response and all I get if I call is that this is being escalated to such and such department, and if I had a penny for every time that happened..

The last person to tell me this case is in my hands is Kathleen from the Resolutions Team and the last response from her was on August 7 but then the case suddenly got resolved absent any explanation or response on August 12. And she clearly has handballed it. So that this issue cannot be described as having no specifics, this is the resolutions case: CLA-ZC3T3FT54K

[Fatima296]

It is disappointing to find this case to be languishing for so long and Airbnb Support quite ineffective and messy in its handling.

[Melbourne0]

This is a resolution case that has been outstanding for 2 months, so Airbnb should review the last case update by Leisar on August 13 at ticket 2020017548626. It still looks like resolution is nowhere in sight. In a lot of instances the reply from support is not helpful as they are not appreciating the full context of the situation, and therefore the response is irrelevant. 

[Beverley131]

Did this isssue of yours ever get resolved? @Fatima296 @Melbourne0  I am wondering if my issue will ever be resolved, as they don't respond. When I phone, they keep saying same thing - it's getting escalated, someone will phone you. Never happens. 

[Fatima296]

Yeah. It took a lot of follow ups and a long time but eventually got unto a call with someone who did know what they were doing.

[Beverley131]

I'm getting the same - being passed around, being told it is being escalated, that someone will phone me - nothing happens to progress the issue. Each time I phone i am told the same thing, that it will be escalated and someone will phone me or email me. Nothing!