@Ryan563 When I have gotten these kinds of communications from CS reps that make it evident they haven't even read or familiarized themselves with the facts of the issue, I have had success turning them around to be helpful by messaging back something like:
" Hi XX, thank you for your response. However, it appears that you haven't actually read the particulars of this issue, as you are telling me to make the claim with the guest, when Airbnb has removed this guest's account from the platform, so I am not able to message this guest any longer. I realize that you have a heavy caseload, but please advise as to what my next step should be here, since it is impossible for me to do as you have suggested, and receiving a message like you sent is extremely frustrating. Thank you for your attention and awaiting your reply."
It's important to keep in mind that the CS reps do not make policy and are poorly trained- that is not their fault, they are just lowly employees and are obviously instructed by Airbnb to send these useless links and forms and close cases as quickly as possible. I have found the best approach is to be polite, empathetic (hence that line about their heavy caseload) and thank them for their time, even if their responses have been frustrating and make you want to slap them upside the head.
The 3 P's of dealing with CS are patience, politeness and persistence. Admittedly that doesn't always help when you have the misfortune to get a really clueless and unhelpful CS rep, but it can often move things along or turn them around.
Good luck with this terrible situation.