Card being charged for a reservation I didn't book.

[Aamir3]

Hi,

Today I was checking my credit card statement and saw that my card has been recently charged for a AirBnB trip I didn't book. I could not find a helpline number or email to write to AirBnB support directly.

Can somebody please direct my query to AirBnB Support to look at and contact me immediately? Following are the transaction details, I could see a booking id there to start the investigation.

Amount -1.437,12 EUR

Posting text 

AIRBNB * [Personal information hidden]

Many thanks,

Aamir

[Sarah977]

@Paula1843  When your credit card information is used fraudulently, it isn't the entity where those fraudulent charges were made that deals with it, it's the fraud division of your bank or credit card company. 

My wallet was stolen and charges made for online purchases. It wasn't the places where the charges had been made that were responsible, and I certainly didn't deal with them- I called my bank to report the stolen card, and as fraudulent charges had been made, they then transferred my call to their fraud division, who could see the name of the online pay site the charges were made through, and they took whatever action they take in these cases. It took a few weeks, but the money was credited back to my account. 

Airbnb should certainly be made aware of it, and the person who booked with your stolen info should been banned, but Airbnb really has no way if knowing if someone who calls them and reports this is telling the truth or not. I could call them to say it was a fraudulent booking not made by me, and demand they cancel it, simply because I wanted to get all my money back without being held to the cancellation policy of a listing I had in fact booked.

They are just a listing service, they aren't law enforcement officials or fraud depts.

[Dorothy313]

Sorry Sarah, but I wholly disagree with your reply. 1 you have to verify your credit card number, the name on the credit card, the amount of the charge, the currency of the charge, and what type of cc was used. They can then see that the reservation is not in your profile, so they can confirm you did not make the reservation.  I asked them to cancel the payment and contact the renter and ask them to provide an alternate cc for the reservation. So, I had all the information to confirm the cc was used but that it was not made by me as it was not linked to my profile.  Reservations are paid in advance so they should have time to contact the renter and obtain a new payment method.  Now imagine your the host. Do you really want a criminal staying in your property?  What happens if the property is trashed or items are stolen and then charged back to me through any security deposit that was made at the time of the rental?  I had other fraudulent charges come through at the same time as the Airbnb fraudulent charges but this is horrible customer service - like the worst I have ever seen. Airbnb should have insurance that covers fraudulent charges - the bank nor the individual card holder should be responsible for someone else’s vacation!  Absolutely appalling! 

[Arpit38]

Hi amir , I had a same problem and I got fraud transaction about 636 euro and I am following since 2 weeks and I still didn’t get positive response from them and I also did police complain about it and I will see what will happens .

I have given all transactions about Airbnb transaction which was fraud and all proof and they said like they will do investigation and they from support one guy told we will refund back your money and later they said one more email saying that someone from ur family members access tha account and we can’t give the money back  and I raised complaint to back as well but they are still investigating and let c but we should here boycott Airbnb and we need to tell world not to use their services and don’t save ur credit card details there because it’s not secure and customer service will never help here so I regret to have Airbnb account and I will no more use and recommend anyone to use their services 

[Angela3933]

Aamir, the same thing happened to me. Someone stole my card and charged $1114 for a reservation. I contacted Airbnb and they said "Thank you for your reply. We understand your concerns, but please rest assured that a full and thorough investigation has been carried out on the disputed charge. As outlined in the previous message, a refund cannot be issued in cases in which we believe a friend or family member who has access to your payment method has used it unintentionally." This is lunacy!! Why is Airbnb protecting criminals over customers?  They need to be held accountable. I will never do business with them again!!

I did reach out to my credit card company and they are investigating. They have credited my account, but Airbnb should still do the right thing and protect its customers. 

[Sarah977]

One of my guests said this happened to her as well. Since then, she only puts her credit card info on her account when she needs to book. Then, as soon as the booking is over, she deletes that info from her account until she needs to book again. Apparently the reviews need to be written before she is allowed to remove the credit card info (I guess in case a host wants to try to claim for some damages) so she wrote her review right away and asked me to please do the same.

[Vanessa708]

My card also charged for some reservation , i hope airbnb will fix this. I need my money back! 

[Jordan294]

I am wondering how long it took for these things to be resolved. 

[Evan139]

me too. just happened to me yesterday.

[Cynthia504]

i don't even have an account with Airbnb and got a charge!!

[Cynthia504]

I guess i do now!

[Alys6]

I had three payments taken from my card in April - my credit card company has said they have had a quite few in the last month.  I have had a response from airbnb and have been told they have sorted it but would like to know how it happened....

[Aamir3]

Hi Alys,

AirBnb won't explain you anything or give details on why this keeps on happening without a fix ! You have to send a legal notice to them if you are expecting any answers or damage payback from Airbnb.

Best Regards,

Aamir

[Marianne381]

This has just happened to me too. Besides cancelling my card and reporting the two fraudulent transactions to my bank - please could you recommend the steps to follow with AirBNB

[Grant118]

Hi same thing happened to me today R4398 in total any help with this? 

[Tanya306]

i also got charged 3 times!!