I have been communicating with Airbnb customer support for more than a month about not getting my payout. A guest stayed for a week in mid-December, she paid as expected and I didn't change anything on my end, but the payment never made it to my bank account.
I have called or emailed customer support approximately 12 times. Every time I have to start all over again to explain the situation. I have talked with no less than 8 "case managers" and have been told everything from I would received the payout in 2-3 hours (twice), that it would be urgently addressed (every time), that I would get a response in 24-48 hours (3 times), that I would be called back in 72 hours (twice), none of which has happened. I even got a message at 2:00 am and was told the ticket was closed by 4:00 am because I had not responded!
The feedback is that this is a "technical problem" that has to be resolved in the IT department, but I have no access to them and they do not contact me. Further, this has been going on for many weeks and I am certain that it is not "urgent" to Airbnb. I have not been able to pay the mortgage on time due to this delay, which has caused by credit rating to drop 100 points. I call or write every days and get the same non-response, now going on the second month.
Can anyone tell me where Airbnb is located? I want to make a legal claim against them but there is no information available on the website. Goodness knows if I decided not to pay them for over a month there would be consequences.
