Airbnb goodwill exception to both guest and host?

[Hyunjin7]

My issue is still open, it's been an issue since Jan 13th honestly.

The case reopened on March 5th where Airbnb support is demanding repayment for an already canceled reservation.

To summarize quickly, I opened a case on Jan 13th to change a payment method regarding the booking, agent 1 gave me a refund for me to change the payment method and to rebook, the method had an payment error occur, agent 1 advised me to cancel the reservation on my end... so I did as I figured the support agent is here to help. Agent 2 steps in while I'm working out the issue to tell me he has charged my old payment method but I found out it was charged without rebooking (which was what I was trying to do), I ask host if I was charged where is my rebooking? Host does not know and wants me to reach out to airbnb support. Agent 3 steps in to clarify that agent 1 refunded, agent 2 charged my card without rebooking, and agent 3 refunded it again. I attempt to rebook and the app has a system error, "Something went wrong please try again" I contacted TWO additional airbnb support for this issue to be escalated to a specialist team, specialist team gets back to me too late where I no longer had the reservation at a discounted price at $892.00, and I had to rebook elsewhere using the refund costing me $951.00 

Airbnb support is claiming that goodwill cannot be given to me despite their mistakes because the host was already paid out - sorry, not acceptable. I have contacted Airbnb CEO hoping we can work something out. This has been frustrating. 

My family of four (myself, husband, 2 kids who are 2 and <1) are relying on this app for our travels in Malaysia (we're from the US). If Airbnb keeps suspending/restricting my account, we will have nowhere to go. 

[Hyunjin7]

I have spoken to so many people, Bryan, Asrar, Maria, Rosit, Sharman, Kash, Mae, Nikka, Euna, Swati A., and more.... 

Support and "specialists" are not understanding the ROOT problem of my case: 

"Bryan, you are focusing on the cancellation policy but ignoring the root cause of the issue: Airbnb’s support team’s failures, you guys have been ignoring the fact that I canceled the reservation as advised by Agent 1 due to a payment issue. You are ignoring the fact that Airbnb’s mistakes (conflicting guidance, erroneous charges, and system errors) caused the issue. Why am I held financially responsible for Airbnb's issues?

Again, please reconsider and re-read my issue. I would like to speak to a supervisor or whoever regarding a goodwill exception."

[Hyunjin7]

I am sick and tired of playing telephone with Airbnb support, is there an email or phone number I can call to escalate this? I don't think support or "specialist" reads my entire issue, nor understands the nuance required, nor do they understand what I am trying to convey. It's always an offshore support agent with a thick accent.