Greetings whoever this is.. I had a guest on 04/02 and my payout was $565. My usual payout destination account was a PayPal account that has become compromised and is no longer a secure account. Prior to this payout, I changed my payout destination account to my Wells Fargo account on my AirBNB app on my Galaxy S8. I fully expected that there would be no issue with this change and that the money would be safely routed to my new Wells Fargo account however AirBNB sent to the payout of $565 to the old account. I promptly called AirBNB no March 3rd to address this problem however I was told specifically that I would have to contact PayPal in order refund the $565 back to AirBNB. Already pissed off, I did exactly that. I called PayPal and had them refund the payout back to AirBNB. Then I contacted AirBNB after that to inform them that the funds were refunded, I was told that AirBNB has no ability to receive money. At first, the customer service rep said that she did not see any funds had been sent back (It ended up remaining that way for 2 days). The customer service rep then said that she did not have enough access to any payment capability and that that aspect is handled by another department. I asked her to transfer my call to that department but she said that she didn't have that ability either. She then assured me that she would would contact the payment department and have someone call me regarding this missing money by 2:30pm THAT DAY. But I was NEVER contacted by the payment department. If they had contacted me I would have reiterated my emphatic request to NOT have my funds sent to the old PayPal account forthwith however instead of someone contacting me as promised the funds were sent BACK to the SAME PayPal account!!! There is an obvious lack of continuity between your customer service department and your payment departments. That payout of $565 is now gone as result of this incompetence. I went even further and deleted the old payout method completely to avoid this happening again however my next guest payout ($99) was sent to the SAME PayPal account. I have made over 7 calls and waited on hold for several combined hours trying to get to the bottom of this problem and I keep getting told the same runaround. They always say somebody from the payment department is going to contact me and I NEVER get a call. Instead I got an AirBNB inbox message from the payment department saying that basically payouts are automatic and that he couldn't fix the issue while also totally evading accountability for not calling me prior to sending out the payout the wrong account AGAIN!
I called AGAIN and was told that even though my payment method was showing as changed (and then deleted after the 2nd mess-up) on my AirBNB app on my phone, the payout method was showing STILL as the payout method on her screen or whatever she was looking at. So then i logged on via the website and discovered that it was ALSO STILL showing the old payout method on there as well! I deleted it from there also. So apparently you guys have glitches that need to be fixed for continuity between the app and website... I pray that no further payouts will be sent to the breached PayPal account forthwith because at this point this is starting to seem like some sick joke. I had to pay a late fee for my mortgage as a result of this nonsense and I need to purchase furniture for my listing with this funds I should've received almost a week ago!
I NEED TO BE REIMBURSED FOR THESE PAYOUTS AND I NEED TO SPEAK WITH A LIVE PERSON FROM THE PAYMENT DEPARTMENT!!
PERIOD
This my LAST ATTEMPT to get this addressed before I pursue civil action. Someone with some authority needs to fix this immediately.. Not tomorrow.. not in 48 hours.. NOW!!! I've been more than patient enough.
