Wrongful deduction from payment

[Thomas2116]

I had a guest who had to cancel his booking at the last minute in early July. He contacted Airbnb and requested a full refund. An Airbnb customer service agent then contacted me and I agreed to a full refund. He told me I simply wouldn’t receive a payout for this booking. I was OK with that! 
fast forward to today. A new guest checked in but I only received a portion of the payment. My transaction history shows that Airbnb deducted the full amount for the cancelled booking from the new payout for this guest. Which means I practically paid Airbnb or my former guest for not staying with me. How is that possible and legal? I never received a payout and actually paid his full amount to Airbnb now. Still waiting for an answer from customer service. I want my money ASAP! 

[Katie]

Lovely, thanks @Ian-And-Anne-Marie0 - great detective work there 😊

No worries, I just edited the photo to remove the personal email. Give me a shout if you spot any more 👍

[Thomas2116]

@Katie  I still haven’t heard from anyone. When can I expect my money? It’s making me furious. Sorry but I don’t feel like I am being helped at all. Guests receive help immediately. I have been waiting a week for anyone to write me back. One of my cases was closed by someone. I understand I opened three cases with this issue but simply closing one without answering seems incredibly rude. If this was your (Airbnb’s) money, you would have come after me with late fees and a lawyer already. 

[Katie]

Hi @Thomas2116 

Thanks for your post, and I'm really sorry to hear that you're experiencing this delay. I've sent you a DM so take a look when you get a chance.

[Sarah3508]

@Thomas2116I have also had payment unfairly deducted and it is so upsetting and frustrating.

@Katieplease can you help me on this?

I have just had guests to stay and Airbnb have taken out £128 of the payment due to a "Resolution Adjustment" relating to enquiry/booking on 26th April 2020 (Listing ID 7801188).

Just to be clear, I have had no bookings/guests stay via Airbnb since August 2020. What is the resloution adjustment relating to?

I have contacted Support Specialists who keep shutting the "thread" down by passing me to someone else, who will apparently contact me. I have had noone contact me. I have continuously tried contacting them and chasing this matter.

Please can someone be in touch and explain why payment was deducted as I feel this is criminal activity by Airbnb. 

Many thanks.

[Gladys290]

By mistake I did two booking for same time. I cancelled and deducted more than half amount.

[Nomads5]

I had the payout deducted twice from my account, and I discovered that during an audit after 3 months, when I reached out to the customer service on chat they keep me hanging in there, then transferring me from a member to another, giving me no response! Nor even a ticket number to follow up my case!

[Nomads5 · Accepted solution]

Update: Problem was solved by an Airbnb Ambassador her name was Danna and she was very helpful, just a tip to anyone reading this, the chat support of Airbnb is of no use you need to call them to reach an actual response or action from their side.