Hi Rosemary,
i had a similar problem and so I sent a letter to the finance director in our UK head quarters. I also blocked all future dates so no bookings could be made although I hounded all my current bookings. I was also able to get my case dealt with by the specialist team and a named person to look into my case but this did take time and a relentless sending of emails to the help desk. Polite but assertive of course. At first it seemed that my problem was related to an email sent to me requesting ID verification update so you may want to check your emails in case that is the same for you. I had in fact replied to that email and had proof of replies. I then suggested I change my payment account to a different account and this seemed to help.
my payments were reinstalled and all payments owing to me made with a full apology. This has continued.
However overall it wasn't a good experience , very anxiety provoking, and Airbnb could improve hugely on how they manage communications and timeliness when things go wrong.
In summary you must persist with your concerns and do note that Brian Cheney the CEO asks for hosts to email him directly with problems so that might be a path you could consider.
Jacqui
