1-Who else has this happened to?
2-Has the issue been resolved with help from Airbnb
3-Were you reimbursed for the lost funds?
On June 1st, 2017, I logged in to my Airbnb account like I do daily but only go into the actual account and payout section once a month so I can look at my total payouts and pay my monthly taxes.
After clicking on my list of payouts, I first notice that my payout dollars are in "Euro dollars" and then I look further down and see that my last 2 guest payments say:
Transfer to IBAN*****#### (EUR) Note, I am located in the United States and my payments have always gone directly to my US bank.
Someone had hacked into my Airbnb account and changed my payouts to go to an international bank account. (IBAN) There were no email warnings from Airbnb notifying us of a bank account change so we had no idea that this was happening.
I immediately called Airbnb and was iconnected to a department for "Superhosts" which means you get a rep fast on the phone. The man took my info and said it had to go to a specialized team that handles this kind of problem. I told him the entire month of May payments were diverted and asked will Airbnb reimburse this. He could not answer but assured me someone will be contacting me. He sounded like he has never heard of this happening but as I discovered, it is happening right now to many people!
The next day I still did not see any emails from Airbnb so I called again. They say the "Team" emailed me several times. There were NO emails at all from Airbnb. The rep again told me, "my case is being handled" and I will be contacted. They would not put me through to a supervisor or the "special team"
On my own without their advice, I went into my account and changed my email address in case the hackers blocked all emails to my original address, got rid of their International payment method, and changed my password.
I then researched on the internet and found several people are now or previously experienced the same issue with their funds diverted and did not get any response from Airbnb except that "We're sorry about the delay in getting back to you. Your case manager will follow up as soon as possible or is being handled. Thank you." Same message from them over and over!
One person suggested I contact them through Twitter which I did and did get a response right away which was this: "we've noted your concerns and updated your case. Your case manager has also reached out to assist you better on the issue via email. Could you check? Let's work together to resolving this issue"
I responded with "NO case manager has reached out to me. I have not received any emails from Airbnb. **** I will need to be CALLED by phone as I am not getting any emails from Airbnb. my number is xxxxxxxxx I would like a call today!!! Thanks"
On 6-3-17 written as a twitter message I was given the phone number 855-424-7262 by the twitter agent to call the "Special Team". I dialed it right away and pressed #1 for people with an existing support case. The recorded message said "We have nothing to report and your case manager will reach out to you"
It is now 6-9-17 and I still have no idea if I will ever see my payments from May which was $1342.00. I have also NOT received one email back from Airbnb at the email address
my original email address or the one I changed it to after I was hacked I have found other people having the same problem on the internet also have not had any luck getting help or getting contacted from Airbnb to my knowledge. Looking for others and to find out if their issues have been resolved.
To Summarize:
*Airbnb hosting accounts are being hacked.
*Payment methods are being changed and diverted to International bank accounts.
*The hackers have found a way to also block the host from getting any messages form Airbnb or anything that would alert the host to this happening.
*There has been no help from Airbnb is getting this resolved.
