@Susan17 thanks for directing me to this post.
@Priyanka7my situation is different from yours in that my long-term guests were refunded under the COVID-19 policy, even though they didn't qualify, but I am not sure if that is the case with your guest of if your case has gotten into the mess due to the current chaos at customer services.
Could you clarify a few things?
On what date did your guest check in and what date did he cancel/leave?
If I understood correctly, he left three months into a six month stay. According to the long-term cancellation policy, you should have therefore received the next month's payment and he would not have been charged for the last two months (so you would not have been withholding three month's rent from him, only one). However, you agreed to refund all three months.
I therefore don't understand what the payments are that you refer to. With long-term stays, the host's payout is supposed to be issued the day after check in and the following payments monthly. So, you should already have been paid for the three months he stayed. If, when he cancelled, the long-term policy (not COVID-19 EC policy) was applied, he would have been charged an additional month. I assume this is the refund you mention that you did via the resolution centre? So what was the payout you were due on 22nd March? Are you saying you issued the refund for the fourth month, but never received the payout for that month?
Sorry for all the questions, but it's hard to get a sense of what happened without the dates of the stays and the dates of the payouts you got/were meant to receive. If I can get that clear in my head, I might be able to offer some advice.