Fraudulent Charge

[Claudia4258]

My card was charged with a reservation  I did not make.   The confirmation number does not appear on my Airbnb account, the card used is not registered on my Airbnb account.   I  reported this to my bank, filed with the FTC, reported to the BBB and contacted Airbnb many times.   They are not interested in working with me on resolving the issue.    They reply with the same stock answer, I gave my card to a friend or relative and they used it.  Upon  researching on line, this is what they TELL EVERYONE.   I guess they are not really interested in customer service.    Evidently , I was hacked somewhere along the line, as I have given no one my card except to use it myself for purchases.

I have requested, since this is a bogus reservation, to cancel and  remove the charge.   I asked for information on the reservation......they will not supply it unless I get a supena.   They had the audacity to tell me I should ask my family and friends if they used my card for this reservation!!!!!

I have not used my Airbnb account for a reservation since 2019.   It does not matter if you have an account or not, since the charge is on someone elses account  and Airbnb does not care.   Their reply to the BBB is they would like to know how they can do things better......really?????   I also received a  customer service survey.   Of course , I replied with all negative scores. 

[Zheng49]

what's the cancellation policy on that reservation? if it's on a flexible cancellation policy, then you can cancel and get 100% money back. 

[Frances3408]

@Claudia4258. So you requested your bank/institution to not accept the charge and they have refused, based on Airbnb documentation? Is this a credit card?

Not sure of banking rules where you are but here when VISA or Mastercard are involved the bank must supply you with the documentation if they have decided to accept the charge against your card. Credit card companies have fraud insurance, thats why they charge such high interest rates.

Go back to your bank. You can ask all sorts of questions such as how the transaction was made eg online, offline, with or without a PIN, where, what time. Do it before any more time lapses.

Hope this helps.