// Not receiving payouts, not getting Airbnb support?

in
Puntarenas Province, Costa Rica
Level 2
340 Views

Hello and hopefully someone can help or advise. I haven't received my last 3 payouts from Airbnb. I've contacted my local bank here in Costa Rica and they've explained the issue is that the wire is missing the Ordering Customer or the information of the Ordering Customer is inaccurate when the wire is sent. I just can't seem to get any help to explain this in order to resolve the issue.

 

I been contacted by a "Payments Specialist" and he abruptly closed the support case.

 

If anybody has any advice or help, I would really appreciate it.

 

Thanks so much!

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Re: // Not receiving payouts, not getting Airbnb support?

in
Puntarenas Province, Costa Rica
Level 2

Hello,

My problem has been resolved. The problem is BCR they are a terrible bank to work with. They decided that the way Airbnb sends the funds is missing the "Ordering Customer"  in the wire's format. So without any notice whatsoever to their customers they've sent the funds back to Airbnb. I've changed my default payout method to another bank here in Costa Rica and the funds are coming through. 

 

To fix this you need to call BCR's department of International Commerce. This is their number: 2287-9044. Ask them to email you the transaction receipts of the funds they've returned to CitiBank which is Airbnb's payment processor. Send those receipts to customer support so they can track the funds. Be patient and they will resend the funds. Important thing is to change the payout method. 

Hope this helps.

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23 Replies

Re: // Not receiving payouts, not getting Airbnb support?

Online Community Manager in
London, United Kingdom
Online Community Manager

Hi there @Pacific-Azure0, thank you for sharing this here. I will pop this over to the team so that they can look into this for you. 

 

Quincy 

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Re: // Not receiving payouts, not getting Airbnb support?

in
Puntarenas Province, Costa Rica
Level 2

Thanks @Quincy appreciate your help. I've received a call this morning they are going to initiate a trace to the funds. I hope this matter get resolved soon.

Thank you!

Re: // Not receiving payouts, not getting Airbnb support?

in
Toronto, Canada
Level 2

Quincy,

This is terrible. How can we pay our bills and continue to operate our houses when Airbnb is not helping us with this issue. I've been trying for a month now only to be transferred to another department. 

HELP!!!!!!!

@Dyanne6 

dyanneostrander1@mail.com

listing Casa Coco, Nosara Costa Rica

Re: // Not receiving payouts, not getting Airbnb support?

Online Community Manager in
London, United Kingdom
Online Community Manager

Hi @Pacific-Azure0, that's great to hear. The team also made me aware of this. Hopefully, they can solve this for you! 

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Re: // Not receiving payouts, not getting Airbnb support?

Level 2

@Quincy I'm experiencing the same issue for over a month now.  I've done the exactly things pacific-azure explained and still haven't had my funds transfered to me.  A week ago support told me they were able to trace the funds and see that they were returned to airbnb and would be resent to me.  But I still have not recieved anything or any new information. 

Re: // Not receiving payouts, not getting Airbnb support?

in
Toronto, Canada
Level 2

I've been having the same problem. None of my payments for May have arrived in my BCR bank account. Almost $4,000 use missing. Airbnb has been a nightmare!!!! every person I talk to or e-mail with tells me its not their department. 

If anyone has been able to retrieve their money please let me know how you were able to get it, mI'm desperate to pay my bills etc. I'm Casa Coco in Nosara

**

@Pacific-Azure0 

Casa Coco Nosara

Re: // Not receiving payouts, not getting Airbnb support?

in
Toronto, Canada
Level 2

Re: // Not receiving payouts, not getting Airbnb support?

Online Community Manager in
London, United Kingdom
Online Community Manager

Hi there @Dyanne6, I'm sorry to hear that you're also experiencing issues with this. I will pass this on to the team for you, however, have you also seen @Pacific-Azure0's reply regarding this topic? 

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Re: // Not receiving payouts, not getting Airbnb support?

in
Puntarenas Province, Costa Rica
Level 2

Hello,

My problem has been resolved. The problem is BCR they are a terrible bank to work with. They decided that the way Airbnb sends the funds is missing the "Ordering Customer"  in the wire's format. So without any notice whatsoever to their customers they've sent the funds back to Airbnb. I've changed my default payout method to another bank here in Costa Rica and the funds are coming through. 

 

To fix this you need to call BCR's department of International Commerce. This is their number: 2287-9044. Ask them to email you the transaction receipts of the funds they've returned to CitiBank which is Airbnb's payment processor. Send those receipts to customer support so they can track the funds. Be patient and they will resend the funds. Important thing is to change the payout method. 

Hope this helps.

Re: // Not receiving payouts, not getting Airbnb support?

Online Community Manager in
London, United Kingdom
Online Community Manager

Hi there @Pacific-Azure0, I'm happy to hear that this has been resolved. I'm once again very sorry that this has happened to you. I hope you have a great weekend! 

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Re: // Not receiving payouts, not getting Airbnb support?

in
Nosara, Costa Rica
Level 2

Hey Quicy,

is great to see the  @Pacific-Azure0 was able to resolve his  problem and that he had another bank handy to "quickly" switch payout accounts...BUT the issue between BCR and AIRBNB has NOT been resolve and as more hosts are finding out their payouts are not been accepted since May 9 , then the more time and resources this will take for all.

 

It will help to have someone in the "payout team" well informed about this issue and explain the options available for host with all the info that has been provided by various hosts willing to help others, on this and another similar conversion in Spanish.

https://community.withairbnb.com/t5/Ayuda/Problema-al-recibir-pagos-via-transferencia-directa-a-banc...

 

An action/initiative like that would be more then welcome from airbnb so hosts can navigate this annoying and frustrating issue with at least some help from AirBnB.

Because passing this issue along from one team to the next, doesn't  solve anything for anyone and increases frustration.

Re: // Not receiving payouts, not getting Airbnb support?

in
Nosara, Costa Rica
Level 2

Hi,

what bank are you using?

force to look at alternatives to BCR

thanks,

HS

Re: // Not receiving payouts, not getting Airbnb support?

in
Puntarenas Province, Costa Rica
Level 2

Hi @Hacienda13 ,    

I had an account with Banco Davivienda so I switched the payout method to them. Now it's working with no issues.

Re: // Not receiving payouts, not getting Airbnb support?

in
Puerto Viejo de Talamanca, Costa Rica
Level 2

Hi @Pacific-Azure0 , i'm glad to hear that you got your money!

Can you tell me which Bank are you using now?

And more importantly, how long did it actually took to Airbnb to resend you the money?

I've been dealing with this problem since May 9th and asking for a solution since the 20th, I changed my payment method to PayPal on the 20th but I still don't get any money from the transfers that were rejected, and haven't heard anything from Airbnb, they stopped answering my messages on the 5th of June...

Terrible customer service from Airbnb, they never give me any direct answer about the problem and then they moved me to another "department", one that doesn't receive calls. what a joke really.

 

Thank you in advance for any extra info you can share.

 

Damián

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