Refundable damage deposit taken out of account and hasn't been returned

[Samuel--And-Amy-0]

On May 2, 2020, my husband and I made reservations and paid a substantial refundable damage deposit in lieu of the nonrefundable damage deposit.  We're adults who leave the place as clean as we found it if not cleaner so why pay anymore money on top of the other fees, right?    We paid the deposit prior to our stay and it was paid through a link that Airbnb sent to us.  Money was immediately deducted from our bank account.  When we checked out May 6, 2020, the inspection was completed, and the hosts stated, via Airbnb message system,

"We have submitted a request for refund to Airbnb and they will send you an email once they have processed it."

 It is now May 20th and we have not been refunded our money.  How long does it take to get this money refunded?  This was not a "virtual" hold on our account. The charge came out of account and was a direct withdrawal. Someone has our money.  We have reached out numerous times for resolution without success...other than being told it is moved to another department that doesn't have phone support.   We were told someone will contact us...that was 4 days ago.  

[Samuel--And-Amy-0]

2nd UPDATE: @Sandra126 @Anonymous @Mike-And-Jane0 @Sarah977 Thankfully, Airbnb returned  the money in full.   We came out of this experience a little wiser but sadly, it also leaves us a bit hesitant to book with Airbnb again.   I've had great hosts before but one bad experience is just enough to make me very cautious of pressing "reserve".    We are now looking into buying an RV!  LOL  

Take care!  Sam and Amy

[Mike-And-Jane0]

@Samuel--And-Amy-0 Thats good to hear. If you do use Airbnb again just avoid the large corporates who are allowed to charge deposits. If you find a smaller host with good reviews they will generally be far easier to deal with.

That said an RV sounds great fun especially in these virus ridden times!

Enjoy