I have the same or similar problem. I have been going back and forth with text messages from various people at Airbnb but unable to speak with anyone.
I really do not understand how refunds work. I cancelled my reservation due to COVID travel restrictions. Although, Airbnb says that they issued a refund, I never received it because the credit card I used for the reservation was closed and I do not have another account with that bank. The bank rejected the credit, and so Aribnb has pocket it instead of refunding my credit card on file.
Does the host refund the money or Airbnb?
How does this work? It has been frustrating not to be able to go to the resolution center as I do not currently have a reservation. I cannot speak to anyone on the phone because I do not have a reservation... etc. Frustrated with Airbnb policy!!