Hi Ariana, Helen and other victims of AirBnb’s automated system of algorithms.
I’m not sure I can give you the trick that helped but below is what I did:
I was really very frustrated after talking to many Support Ambassadors
I asked to talk to a supervisor, they promised to call me back, nothing came.
When I really felt this is leading nowhere I decided to write down everything that happened in a document.
I included:
- a serious complaint
- timeline of all the events
- relevant messages I received
- a list of all payouts I missed
It was a 9 pages long PDF, which I couldn’t send as an attachment
I opened a new message thread with the question how to send an attachment
Viviane B wrote me that she would send me an email, which I could answer and attach the PDF
She asked me some questions and promised to sort it out.
This was on Tuesday
Wednesday I received an email about my pay-outs
Thursday I recieved the pay- outs on my bank account.
Before this, I had contact with a number of support Ambassadors who kept on promising to stay on the case and to send me updates. This never happened, instead the message thread closed the next day
During this period I had re-entered
-my passport
-my bankaccount details. (I had seen a minor spellings mistake in my name)
This problem has all started since I received an email on 6 September, thanking me for confirming my account details, which I never did!!!!
But there were some questions:
They had seen my late husbands name on the bank account. They asked me who he was? Very strange question.
I explained and received immediately an automated answer that it was okay and they would let me know if more information was needed.
From that day my pay outs were paused.
I don’t think it was my complaint document that helped but who knows?
My main problem is that nobody could tell me:
Why this happened
Do they need more explanations
How long it could take
No updates at all
It’s okay that they check us but they should keep us informed.
Good communication is the answer.
This was my experience.
I hope all of you will be paid as well soon
Kind regards
Carla Bukenya