Payment not received

[Stephine2]

So I'm new to air BNB. I first want to say that customer service sucks big time. Now can someone please explain to my why I haven't been paid out. It first started as a glitch, then turned from a glitch to ohh there was an adjustment. Then turned for adjustment to oh I need to give to the engineers to see. Can someone please help me with getting paid out? I haven't been paid and it's been well over 20+ days. I'm tired of talking to customer service non helping selfs. All they want to do is close the case with no resolution. I don't see how that's customer service. 

[Lorina14]

@Stephine2 

Sorry to hear about your issues with not receiving payment. I know if this is your first time receiving a payment, there is a longer time delay to receive payment. If you change your payment method, this can also delay your payment. I don’t have the article reference to how long it takes to get paid - I am sure you could look it up in the resource center or maybe our community managers has the article handy? @Paula @Bhumika @Rebecca (Community managers who can support or direct your concern to the right team) could you help out Stephine on why there has been a delay in her payment?

[Stephine2]

I have not changed my payment method. I recently asked them to change it to PayPal since they seem to say, they have no problems paying via PayPal. They will not change it now. Am I able to upload the screenshots from customer service? 

[Rebecca]

Hi @Stephine2 👋

Sorry to hear about these issues. I'll pop you a direct message with some more information. Please keep an eye on your inbox. 🤗

Thank you @Lorina14 for the tag. 😍

[Elaine701]

@Stephine2 

If it's your first payment ever, then it would be wise to check and re-check that the bank account or whatever payment method is correctly entered into the system. 

Airbnb support isn't directly connected to their payment processor, and is unlikely to bother to track that down, or have any clue whether it was returned or whatever else may have happened. Case closed. 

You'll probably need to endlessly call-write-complain until you get someone who will bother to find out - however they do that.

After it's sorted, it should work like clockwork from then on. There's some payment issues expressed here from time to time, but it's not an everyday theme - and it often occurs in less advanced regions of the world, where the banking system can be a bit unreliable. 

Keep after them. They'll want you off their back eventually.

[Stephine2]

My bank has done that already and put an alert out. They was tired of me calling. I did the fast option payout. It's now the 27th. They rented on the 7th and departed on that Friday. Nothing has been attempted too or even disbursed to my account per my bank. I even checked the numbers to ensure my card was good. Just got a deposit on my card. Actually 3 deposits from another source. It's not my bank. I also asked to switch over to PayPal. They refuse. So now what do I do? It's 27th and I'm still not paid. 

[Lorina14]

@Stephine2 

It’s surprising that you chose the fast payout method and you didn’t get paid. I know they charge an additional percentage to pay out fast. Did any of the community support managers reach out to you? @Quincy @Rebecca @Paula @Bhumika can you please help Stephane out? (I don’t know if they work on the weekend - sometimes I’ve seen them respond on the weekends but these community managers are in different time zones and different countries).

I’m so sorry it’s been such a frustrating experience to get paid. This isn’t usually the experience. In the past from the posts I have seen it’s because the person is either a new host (longer payout time for the first payout), they recently changed their payout method (and perhaps didn’t verify their account), they didn’t check the payout method estimated time to process (varies depending on PayPal, bank ACH, fast payout, there’s another payout method I can’t recall at the moment (it’s a separate company that pays to an online account), or there was an error in the account info entered. It seems you checked with your bank and with the Airbnb process and called customer support to follow through many times and have screen shots and notes to support your case. 

I hope it resolves quickly and the community managers reach out to direct your case to the right team (another avenue to follow up with them).

I’ve read another couple of posts where people went on Airbnb’s social media and messaged them directly there to get some support for their case. Some people try all avenues to get their attention and sometimes are successful in uncommon avenues. 

[Stephine2]

I am every day all day. Still no answers. No matter who I call. Someone in accounts payable needs to call and explain the delay. I also requested my fees to be reversed and sent back to me. If I can't change my payment method then what?  

[Stephine2]

 this was first but then it got adjusted. 

[Stephine2]

 its been reported since the 8th 

[Stephine2]

Yesterday it got reported again. 

 

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[Stephine2]

**

 yesterday they blamed the adjustment again. Ive been investigating it myself. You can't reach a supervisor, they have to call you. I can't contact no one in payables/receivables. I can't contact no one in IT to see if it's still glitched out. How is it the adjustment didn't bother the guest but it affected me? How is it I'm still not paid til this day? Why do I have to wait 30 days to get paid for my booking for new hosts? Is that normal @Lorina14 @Elaine701 

**[Content removed in line with the Community Center Guidelines- Please note that it is not allowed to share Airbnb investigation and private conversations]

[Stephine2]

 this is another ticket. At first they said it was a glitch. We asked them to identify and name the glitch. After that it went from. Well it was adjusted. I accepted adjustments. So then I waited until the 15th. After that this is what's been going on 

[Stephine2]

 issue reported again.. on the 17th. I can't post all messages due to personal information. They said for new comers it takes 30 days to get a payout. 

[Stephine2]

I'm still not paid is there anything someone can do? Send me a good person to contact... Something. It's been well over 30+ days for a 15 min payout. @Lorina14  @Rebecca