How long does it usually take to get in contact with Airbnb?

[Hyonmi0]

Had an issue with my bank card- someone tried using it to book 3 airbnb stays. Obviously I am working with my bank to resolve this issue, but also trying to work with airbnb to figure it out better.

Sent initial contact, received a reply email from "Olivia, a Trust and Safety Specialist," asking to reply with more information. I filled out all said information and sent a reply, however every time I have tried I receive a separate email stating "email not received"- meaning my emails are not going through. The reply email address I got was "response@airbnb.com"...

So now I am back to contacting airbnb via their chat support. I have now been waiting for over half an hour with no reply from airbnb.

Also in said email from Olivia, I was told "if you don't reply within 48 hours we will move forward with resolving the issue", which to me sounds like "we'll drop your case".

[Branka-and-Silvia0]

@Hyonmi0 

I can see you are neither a host nor a guest, just a guy whose credit card is stolen/hacked and used on Airbnb?

I think the easiest way for you would be to contact Airbnb on Twitter (Airbnbhelp) , they usually respond within a few hours

You can also use this form to contact them https://www.airbnb.com/help/contact-us/topic

or

any of the ways described here: https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/413245

How long you will wait, well.... it may take 1 day for somebody to get back to you. 

I hope your case will be resolved.

[Hyonmi0]

Thank you for the reply.

You are correct- I am neither a host, and I have actually never used airbnb. Suddenly seeing 3 booking on my bank account for airbnb was a shock to say the least.

I am simply worried that if I am unable to reply to them within 48 hours, they will no longer help me. Seeing as email contact started yesterday, I am getting worried.

Thus far, still no reply. I will also try your links, thank you.

[Lisa723]

@Hyonmi0  I wouldn’t bother any further with Airbnb on this. Your credit card info was stolen; just work with the issuer to reverse the charges and replace your card. If they ask whether you’ve tried to work it out with the merchant, you have and they haven’t responded.