Hacked account and no proper response from Air bnb

[Sherry218]

My account was hacked today, which I discovered when I had an email alert to say my bank account and phone number had been changed. I immediately logged in to remove this European account and reinstate my own British one. An automated message then appeared saying I had wait 5 working days to get my account validated. I appreciate this was an automated response so I tried ringing Air bnb to ask if it doesn't have to be validated because they could see that this account has been used for payments for the last two years. I feel like I get no response when I ring up. I have to repeat myself endlessly because the agent never listens. I then was told after a second call that this was being passed to a higher department. I then get an email from this customer services department not answering my issue, but merely stating they would look into previous transations which would take 7 to 10 days. There haven't been any previous transaction issues as I caught this in time. So I now have a guest arriving in two days for a 39 day stay, and I have to wait for a payment now for over a week because they won't ring me, listen to what is being said or answer accordingly. I give up trying to get any sense out of them at Air bnb. They are all like automated robots reading from a script. I am sick of it. Where's the customer service for hosts?  

[Emiel1]

@Sherry218 

If something serious happened like an account hacked and payout information changed, then i can imagine the average CS firstline rep. can not / will not be allowed / won't take the responsibility to overrule standard validation procedures. And at big companies as Airbnb it is all about internal procedures. A process you unfortunately have to go through. There is probably a ticket number assigned to your issue and now the CS system takes over common sense and will continue the play by the strict rules.

[Sherry218]

Yep, I guess so Emiel. It would help if they actually responded to what I asked though rather than some scripted vagueness. They talked about looking into previous transactions, when I already made it clear that this happened today and I acted on it immediately. Now they've closed the ticket and deleted my bank account details that I put back in, so I've had to put them in again as I'll never get paid on this new booking.  I have responded to their email at response@airbnb.com, so I presume that's an email address you can respond on? Just so ridiculous. I am being penalised for being hacked.

[Sherry218]

Yep, I guess so Emiel. It would help if they actually responded to what I asked though rather than some scripted vagueness. They talked about looking into previous transactions, when I already made it clear that this happened today and I acted on it immediately. Now they've closed the ticket and deleted my bank account details that I put back in, so I've had to put them in again as I'll never get paid on this new booking.  I have responded to their email at response@airbnb.com, so I presume that's an email address you can respond on? Just so ridiculous. I am being penalised for being hacked.

---

@Emiel1 wrote:

@Sherry218 

If something serious happened like an account hacked and payout information changed, then i can imagine the average CS firstline rep. can not / will not be allowed / won't take the responsibility to overrule standard validation procedures. And at big companies as Airbnb it is all about internal procedures. A process you unfortunately have to go through. There is probably a ticket number assigned to your issue and now the CS system takes over common sense and will continue the play by the strict rules.

---