Payout not matching deposit

[Christy353]

Hello - can someone tell me if the amount on the reservation breakdown for the Host payout should be the amount that is actual deposited?  I calculate the payout correctly as listed, but the actual deposits are less than the payout amount.  In addition, the break down shows the correct amount for the co-host payout (which now includes the cleaning fee), but the co-host payout is also being short paid and does not include the cleaning fee.  

This has become an urgent issues as the co-host has not received payments since beginning of November (after the programing changes to pay the co-host the cleaning fee).  Co-host will no longer clean the house or respond if not paid outside of airbnb since they are not receiving payments.  

I did not receive the cleaning fee and did not receive the full payout,  and cannot afford to pay him duplicate funds, so I will need to cancel reservations.   I have contacted Airbnb support several times over the last few days and I am told they are getting an influx of calls, they will call me back after they look into it and then the case is close.  

[Mike-And-Jane0]

@Christy353 I can't help with your problem but I can help with Customer Support. The way it works is that the first line support folks pass difficult cases on and then close the case so that their stats are measured correctly. Its not a great system but your issue should be being worked in the background. Perhaps @Breanna could check for you.

[Breanna]

Thanks for the tag @Mike-And-Jane0 

@Christy353 The Community team isn't customer service,  but I have passed over the info here to the relevant team so they can take a look for you. Please let us know if you get this resolved in the meantime!

[Christy353]

Thank you - It is helpful to know why they keep closing the "case".  Thank you.  It would be helpful to know how long it may take for the "technical team" or "engineering" to get to this issue.  When I reach out for an update, it's like starting over because there are no notes, no case number, and no-one knows there is an issue that is already started.  Any experience with this type of time frame?  

Thank you!