Card being charged for a reservation I didn't book.

[Aamir3]

Hi,

Today I was checking my credit card statement and saw that my card has been recently charged for a AirBnB trip I didn't book. I could not find a helpline number or email to write to AirBnB support directly.

Can somebody please direct my query to AirBnB Support to look at and contact me immediately? Following are the transaction details, I could see a booking id there to start the investigation.

Amount -1.437,12 EUR

Posting text 

AIRBNB * [Personal information hidden]

Many thanks,

Aamir

[Jacqui286]

I just made a booking yesterday on the AirBNB website.  Paid $1375 on their website as a deposit.  Now have discovered it was a duplicate listing.  Contact the other listing on the site and only one of them is the actual listing.  This is all completed on the AirBNB site.  Now their claim it wasn't on their site, but i have all the details on the app as well as on my Airbnb account.  They offered full cover for something like this, and now they as shirking their responsibility saying I need to contact my financial institution.  This is simply not good enough.  AirBNB  site is useless if people are able to hack into it, post false listing and claim peoples money.  I will be contacting a higher authority to obtain my money back, someone needs to be accountable.

[Kirk142]

This has now happened to me. An errant  AB&B charge for $4761.00!  I immediately contacted AB&B and they said  "we have confirmed that there has been no unauthorized access to your Airbnb account" . When I protested, they were  of no help, they  robo mailed me 3 times that they were working on it. I phoned my credit card company and reported fraudulent activity. AB&B contacted me and said i shouldn't have reported it as fraudulent activity because this will now wind on for several weeks to a month.

I was still confident it could be resolved because  curiously the charge was for a date 8 months off into the future, in 2023! I had never heard of the vendor before. It's not like it's a 2 day booking in the 4 Seasons during the Super Bowl. It's a week long booking for a little a frame cabin in Ohio! I've phoned them  and they haven't returned my call.

When I first phoned my credit card company Citibank, they temporarily cancelled the charge, and issued me a new card , then for a  month they appeared stymied, I didn't hear anything from them until I tried to make a purchase and found the card was at it's limit because the $4760 charge had been added back to my  account with no notice from them.  I phoned them back and then they  seem to act like they were processing this for the first time, and then a week later they send me a new card that I didn't  even request!  So now I'm told by ab&b it's been escalated. Every rep I've talked to, whether it's on ab&b or Citibank sympathizes but what good does that do? 

Can anyone give me advice or suggestions? 

[Aamir3]

Hello Kirk, that's really unfortunate. From my experience, your only saviour is your card company. Perhaps directly reach out to Visa/MasterCard (whichever is the card provider) if your bank isn't helpful. Card providers have the power to squeeze out the money from these fraud establishments. In parallel, please tweet your case to AirBnb's CIO/CSO/CEO on Twitter. Share the tweets here so we can retweet and amplify. It's AirBnB definitely at fault here for failing to secure users data.

[Connie473]

We had three charges against our card  from "Airbnb" (which is now cancelled) for a booking we already paid for in 2023; Airbnb  has been useless and again asked if a family member used the card - how would that be if Airbnb was charging the three amounts on my card which was a new card freshly issued after we had already experienced other fraud on the prior card.  From reading all of this, Airbnb is not secure and you should not book on their sites, or if you have to, never pay with a credit card that has ability to be charged for additional amounts.  Talk to you bank about how to pay in a more secure manner, and put a hold on your card so that the bank has to call or contact you if a charge is over a smaller amount, like $75, and then you are notified and can decline.  We have gone through four credit cards, VISA and AM EX in the last three weeks, with fraud, with Airbnb being the last one.  Be careful, lots of desperate people out there.  $899 seems to be a popular number, charged on both of those cards, but a lot more also.

[Linzey0]

https://twitter.com/linz_ey/status/1625901530762162177

https://twitter.com/linz_ey/status/1625901272770531332

https://twitter.com/linz_ey/status/1625901234849710081

Help me get airbnb's attention. These fraudulently charges are getting out of hand.

[Bhumika]

Hi @Linzey0 ,

I understand the frustration you are going through. Although I will be raising your concern to the related team, can you please elaborate if this happened after any recent stay at Airbnb? 

Have you previously managed to get a hold of Airbnb Customer Support through any contact channels? 

Can’t find what you’re searching for? start a conversation

[Linzey0]

I have a charge on my card that is not associated with any stay I booked. The charges aren't associated with any of my stays. I have no idea what the charge is as it's not on my account. My card info was stolen. I can only imagine they got it from airbnb's website bc I recently added it to my account.

I have reached out to the support team through airbnb. However speaking to someone that can actually help doesn't seem to be possible for this situation. 

It seems someone stole my info through airbnb's app. 

[Bhumika]

Hi @Linzey0 ,

Thanks for elaborating on your concern and providing the necessary info.

I have redirected your concern to the related team and look into this.

I hope you get to hear from the Support soon!

Can’t find what you’re searching for? start a conversation

[Bhumika]

Hi @Linzey0 ,

I wanted to come back and let you know that the team is actively looking into your case, and they will get back to you soon.

Can’t find what you’re searching for? start a conversation

[Rachel2615]

Bhumika perhaps you can help us!  Exactly our position.  Fraudulent charge from Airbnb last friday for $1, 855. When I contacted Airbnb they sent the same pro forma emails saying that they were unable to refund me because it "could have been a family member or close friend that used my card".  But they did not provide me with any other info as to who charged my card etc. Absolutely ridiculous.  No one one has access to any of my personal info. I contacted my bank directly and they are sending me a new card and looking into the matter. However Airbnb gave ZERO help and will not cancel the booking or refund the charges.  Worse if the person who has accessed my card (fraud) does indeed enter a hosts home how truly terrible.  Enormous safety issue that could simple be solved by cancelling the booking.  Our 'friend' aka a criminal committing fraud can re-book.  After nine years of having an account with Airbnb we will be closing our account asap.  Deeply disappointing and frustrating.  I have emailed entire Airbnb executive team.  If anyone has more contact details please share. @Brian Chesky please help!

[Erik2018]

Hi Rachel2615,

I’m in exactly the same boat. Fraudulent charge from Airbnb. First line support accuses me of lying about allowing a friend to use my card. They won’t disclose any transaction details. Etc.  

I’ve disputed it with my bank but it’s very disappointing that Airbnb is abetting criminals. 

Did you every get any help?

—Erik

[Mike-And-Jane0]

@Linzey0 Dispute this with your bank and get them to change your card ASAP.

[Laura5992]

I had a fraudulent charge from Airbnb on 3/11/23 for the amount of $781.16. The reference # next to the charge is ***. I have not booked a trip on Airbnb since June of '22, nor has any of my family. The trip itself does not appear on "My Trips" on my Airbnb account,  and there are no other fraudulent charges on my Visa card, so clearly this is a security issue with Airbnb.  I have reported the charge to Visa, my card is locked and they are sending me a new card. Please look into this on your end, Airbnb! Thank you.

**[Reservation number hidden - Community Center Guidelines]

[Mike-And-Jane0]

@Laura5992 this is a community centre not Airbnb. Anyway your bank will sort it out.

[Laura5992]

Yep, I know that... but Bhukima's responses seemed to indicate that she had some sort of direct line of communication with Airbnb corporate, so I thought I'd respond specifically to her in the event she could relay my issue. The other comments in this community (and others) make very clear that Airbnb is not at all helpful nor seems to care about its security weaknesses and is, therefore, difficult to reach. So, I thought Bhukima could help.

And, yep... my bank is doing its thing as well.

Thanks.