I’ve not received the refund to the stolen card

[Serghei10]

Hello! My name is Serghei Solomatin. I’m a happy Airbnb customer for more than 5 years. The problem is I haven’t received the refund on the card from the cancellation of booking to Catania from 26th of September until 27th of October. The card I payed the reservation was stolen in Budapest in May so my bank gave me another one with the different number. Please send me the transaction details so I could give them to my bank to recover my money. Please help me as soon as possible.

[Alicia753]

Hi Serghei,

If you still have a bank account with the same provider, you'll have to contact the bank as normal refunds usually takes up to 15 business days. Provide the ARN in refund status page as it will help the bank track the refund.

You may also check this article for reference:

https://www.airbnb.com/help/article/1967

In case that the bank confirmed that no refund yet, obtain documentations from the bank maybe email or written document that refund is not with them. Then contact Airbnb support so they can escalate to the right team.

I hope this helps.

All the best,

**

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[Shelley159]

Hi @Serghei10 

I just want to make sure you know that this is a community of hosts, we can't see the card transactions. You need to contact Airbnb customer support.

https://www.airbnb.co.za/help

[Elisa]

Hi @Serghei10 😊

Did you manage to solve the problem? 

Our Hosts @Alicia753 and @Shelley159  wrote great suggestions for you!