KYC "Update" Withholding Payouts December 2023

[Drury1]

We have had our AirBnB payments suspended for 1 month+, because apparently our KYC form is missing information. However, when we go to upload the "missing" information, we are met with a holding page that states all information has been submitted. I have raised multiple cases with Customer Service, who assure us that the case has been escalated (to a seemingly nameless entity, with no contact information available/ who do not even return calls, despite multiple requests). This entity is apparently the compliance team, but when you ask to be transferred to this team, its existence is completely denied. Some of these customer service agents have admitted this is a known bug on their end, but they are "powerless" to do anything practical.

The so called customer service department are woeful- merely a holding space for similarly frustrated Superhosts- with no real authority or accountability- in fact, they exhibit the type of behaviour that, were we to mimic here at our property, would have our Superhost status docked immediately. Pretty ironic and extremely frustrating (if I am thanked for my "patience" one more time...).

If anyone has found a way to contact said nameless entity and resume payouts, please do let us know: we are too small a company for this not to have a huge financial impact, at an already stressful time of year.

[Bhumika]

Hi @Drury1 ! I am so sorry to hear about the payment concerns and hope it has been resolved since you last posted.🌻 

Do share with us in case you still need any help with this.

[Drury1]

Hi Bhumika-

Thanks for your reply. I eventually reached an Account Manager (after 47 separate attempts), who was able to assist with unblocking the KYC form. As we suspected, it was a bug on AirBnB's side, causing this to glitch- and resulting in a huge amount of stress on our end.

I can see multiple people in similar situations on this forum, so do hope this is escalated and investigated appropriately by AirBnB.

Thanks

Emma

[Karl98]

Hello Drury1! I am currently on a similar situation as you are and been on 5 calls with Airbnb, but as you mentioned the people I’ve spoken to so far can only escalate the issue, but cannot do anything. All they wanted me to do is wait for someone from the technical team to reach out to me through message or email. But it’s been days already and I haven’t hear anything, and my payout has been on hold already and I’m expecting more to be coming in the next few days. 

Any advise on how to get a hold of that Account Manager? That way that can also assist me unblock the KYC form? Any help is much appreciated! Thanks in advance! 

-Karl

[Deasy3]

Hello @Drury1 , may I know how long it took you to finally have it resolved? My payout has been on hold for more than 2 weeks now, due to this KYC form, which all has been done. I have been calling Airbnb for the last 3 days, and basically everything you said in your post (this entity which no one could reach nor had a phone number is “looking” at my case, a “supervisor” spoke to me and said that they are reviewing it, all the same script) is what I got. Do you have any suggestions about what to do next?

Thank you. 

[Tobias127]

Hi, same here and after 5 calls still passed. So far 4 different people from airbnb answered just once and disappeared again with no solution. How did you solve it? I also check all cost host and removed until its unlocked

[Emilie]

Hi @Tobias127, 

I'm sorry to hear you were having some issues with recent payouts; have you heard more from the Support team since? 

Please let us know if you need more help 🙂

Thanks,

Emilie