Hi, I have a couple and their 18 month old child checking ou...
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Hi, I have a couple and their 18 month old child checking out tomorrow.
They were visiting family locally and had a family m...
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Going to keep things short and simple
Nov 1st : I cancelled a 100% refundable reservation (Paid via bank ACH). Refund e-mail was sent from AirBNB. The refund never hit my account.
Nov 30th: Contacted Airbnb about this. They said the first refund attempt failed and they'll try again They blamed it on my bank. The rep says that they guarantee it will go through. Nothing hits my account. Contacted my bank (Chase) several times, they said nothing was even attempted from Airbnb. Nothing wrong with my Chase account. It's in perfect standing.
Dec 11th: Contacted Airbnb again. They said the Nov 30th attempt failed. I tried to explain that them clicking 'refund' isn't working. They insist on attempting to refund again and end up doing so after my pushback. Afterward, Airbnb's system tells them 'failed' within 24 hours of attempting the refund again. They state that they're forwarding to the appropriate team. No response afterwards.
Who am I to contact about this? I've constantly read horror stories regarding a similiar issue where it takes months for somebody to receive a refund from a 'cancelled' bank account. However, AirBnB's attempts aren't working to my completely valid bank account. Everything is 100% fine on my end and Chase has confirmed this. Chase has suggested that I file a complaint with the BBB. However, this won't get my refund back to my account. What's the issue? What should I do and who should I contact?
I did remember deleting my Chase ACH as a payment method a few months ago as a security precaution. Would that have something to do with it? However, the refund receipt states that it's sent to my bank account with the correct last 4 digits with the ACH payment method not on my account, but AirBnB's system continues to tell the reps that it failed and that I need to contact Chase... and Chase tells me that a refund wasn't even attempted. Completely lost on what to do.
Answered! Go to Top Answer
Update:
I called again to follow up and the 4th refund attempt failed. The same messaging language was given saying that they would forward to the correct team. The same message that was sent by every other rep... I asked for an escalation. While on hold during the escalation, I was suddenly messaged by a Payment Support Ambassador who came to save the day. Stephanie quickly solved the issue and it seems as this may be the solution so far.
Not sure what caused the prompt escalation to the payments team as the previous escalation attempts did not resolve anything. I did scrape a ton of e-mails from LinkedIn AirBNB employees of people most likely to help resolve the issue, then proceeded to e-mail them regarding the issue. This was done about 26 hours ago. Did that prompt something? Not sure. I just know that we have some major progress now
Maybe try adding a paypal to the payment method, and ask for them to refund to your paypal account instead.
Asked them several times over the phone to do so and all the options I could accept a refund through, which included Paypal. No reponse. Messaged on twitter, same thing
Update:
I called again to follow up and the 4th refund attempt failed. The same messaging language was given saying that they would forward to the correct team. The same message that was sent by every other rep... I asked for an escalation. While on hold during the escalation, I was suddenly messaged by a Payment Support Ambassador who came to save the day. Stephanie quickly solved the issue and it seems as this may be the solution so far.
Not sure what caused the prompt escalation to the payments team as the previous escalation attempts did not resolve anything. I did scrape a ton of e-mails from LinkedIn AirBNB employees of people most likely to help resolve the issue, then proceeded to e-mail them regarding the issue. This was done about 26 hours ago. Did that prompt something? Not sure. I just know that we have some major progress now
Hi Joseph!
I’m going through the exact same problem right now! I’ve also added in a new payout method, in the hope they’ll transfer the funds to my payout method instead of just refunding to my failing bank account.
Had a couple of questions:
1) Please could you share the emails/ names of helpful people who you emailed with regards to this matter? If you have Stephanie’s contact details that’d be great.
2) I’ve got this problem that every time I call the Airbnb helpline, Airbnb system (not the support staff) automatically attempts to refund me through my failed bank account, before I can explain the situation to anyone - wondering if this is a problem you faced and if so how you got around it? It means that by the time I get round to speaking to anyone they tell me the same thing “Your refund was attempted successfully today!” when we all know how that’s going to end …. Failure 😞 getting desperate now !!! Thanks
1. I'll share the names if you're able to privately message me. I don't want their information on public forum and to be spammed. Stephanie messaged me out of the blue. I didn't email anybody named Stephanie.
2. I skipped the help line and pressed zero and demanded to speak to an agent, so I never went through the automated system. However, the human reps seemed to repeat the same process that caused the failed refund error. You're going to have to continue to call them every day and follow up. Be patient. Took me about 20 days from November 30th. Not sure if sending the mass-email worked, but I did get a result the day after sending the email (which is today that I got the result). I just don't have a confirmation. Make sure they write in their notes everything that was done the previous attempts and that you contacted your bank so you don't get stuck in the loop how I did where the same refund attempt process was made to lead to the same error.
Just got refunded today. Thanks airbnb for the help
hello I am having this same nightmare but even worse
how can I contact the team who can actually do this resolution?
joan here had mentioned in another thread and I’ve finally found this thread and haven’t slept all night due this
here is my message below which I will copy paste here, basically same as others and much worse in many ways!
………
I am in Airbnb hell and nightmare right now, it is literally 3 am where I am and I am sleepless because of the horrendous experience with Airbnb all night and the fact they’re asking me to lose thousands of dollars, although not literally but by saying they can’t do anything else!
None of them are helping as ****they keep sending every time to the same closed account harassing me that “no one in Airbnb can help with that” “we can only send it to original form of payment”. I called the bank numerous times and they said it’s illegal for US banks to accept payment to or route from closed accounts. It will just go back to sender and they don’t even see it.
It may be possible in their country but they don’t understand US regulations! They keep asking me to contact the bank and keep doing the same over and over again and keep closing message threads!
one rep had asked me to enter my new bank debit card (as it didn’t let me enter a new bank account number) but a “supervisor” from the India team said literally “no one can in Airbnb can help” nothing can be done and closed all the message threads. They repeatedly keep saying the same no matter how much I explain giving me no other option. They keep closing the threads. I tried calling different times but they all seem to go to India call center who’s already said they can’t do anything!
I don’t have a PayPal account but can get one and enter but they won’t route payment anywhere, not even to the debit card someone made me enter, I they keep closing the threads and open a new thread and close those too, and they said whoever said that they can send to other forms of payment were lying, and keep closing that! And I can’t contact the same rep ever again!
is there a legal team I can contact or even a security affairs team because what they say sounds illegal. I literally haven’t slept all night because of worries about money and likely having to start a lawsuit while traveling and I can’t reach anywhere where I can get legit answers!
how can I reach a call center that can actually do something about it? Which call center was able to do that resolution?
this has been a total nightmare during my travels even the bank rep said the same!
Hi Joseph, I am in a similar or worse situation.
my bank account is actually closed with the original bank i Made the payment from and I can’t reopen the bank account, i have contacted every form of support but no help, actually supervisors are the worst because they threaten to do anything so I would really appreciate if you can at least point this case to someone Who can help. I have tried, phone, chat, everything, basically they refuse to do anything to follow up and send payment!
It has been a nightmare as I didn’t even get sleep all night and haven’t even eaten all day as I tried to keep getting it resolved as I am in a foreign country in a different time one to even try to contact an attorney etc. I have literally gotten sick from it.
Please send me those e mail addresses
chriselysium18@gmail.com
Hello. Please may I have those e mail addresses , my e mail is ; chriselysium18@gmail.com
I had added a bank account to my payouts, but I also added my Paypal and told them to send the payout to there just in case. My Paypal is currently in the verification process and is scheduled to be sent there. I will update when/if it hits my account.
It seems that they're refunding me through a payout like as a host payout rather than a refund attempt as being a guest.
Thanks again Joan, i finally found this thread after your response in the other and I will try to follow this (and another similar thread) is exactly what’s happening to me and much worse because everyone has said they can’t do anything else!
my only question now is how to contact the team that can actually execute this resolution?
thanks again to anyone who can help me get on touch with such.
Hello. Please may I have Stephanie's e mail address. I have been promised payments continously by airbnb but nothing ever arrives , my e mail address is : chriselysium18@gmail.com