Refund to a Closed Account

[Katie1550]

I cancelled a reservation due to my trip getting cancelled last minute and unfortunately I forgot when I booked the trip I booked it using a bank account which has since been closed. 

I tried contacting Airbnb to explain the situation and figure out how to get my refund. I keep getting passed round to multiple people telling me the exact same thing "It's showing processed on our end, contact your bank. The refund will be sent to the original payment method, even if it's closed." Clearly no one understands that a CLOSED bank account can not receive any funds. Everytime I call my bank they can not help me or even track the ARN because the account is no longer existent and they say contact the merchant Airbnb.

Even Airbnb's website acknowledges it your refund is sent to a closed account to contact them for assistance- clearly customer service isn't in the know about this but I can't seem to get ahold of ANYONE at Airbnb to help me or send me any info other then the generic response I've received 8x already. 

"Note: If your original payment method's account was closed, the refund sent by Airbnb won't process. If this happens, you can contact Airbnb to step in and help."

I've received so many messages from Airbnb customer service handing me over to a different agent daily if not multiple times per day saying they are now handling my case and to call the bank, sending me the same replies, then closing the chat saying it's been resolved. 

I'm at a loss on how to get my money back or even talk to a real person who knows their own company policies they advertise on their website. 

[Joan2709]

@Christina2214 

Hmmm...it's not possible as far as I know to refund to a CC that either your or your husband never used? Are you sure that the CC involved was NEVER on your payment details on either your's or your husband's accounts?

Is it possible your account(s) were hacked?

I suggest you change your passwords ASAP. Then ask Airbnb to research when the CC in question (last 4 digits) was added or deleted from your account. They should be able to tell you that.

There are scams where guests have been contact by scammers spoofing Airbnb's caller ID and asking for information about your account. They send a verification code to you and when you read that back they can access your account and change the payment method(s) and re-direct money. Do you remember anything like that happening?

[Lisa10614]

Why wouldn’t you tell us all here what it is that she needed to do since we’re all having the same problem I got the sneaking suspicion. All you did was “the terms and conditions “ that we already know about sending us in circles and just tell us what we need to do or fix your issues that you’re having when it comes to giving people refunds that have closed accounts. Is that simple I’m trying to make this some FBI secret agent mission just give us a refund!!!

[Rebecca]

Hello @Lisa10614 👋

I wanted to let you know that the Community Center team is dedicated to supporting hosts in a special way, different from traditional customer support. Our role is to ensure the forum is a welcoming space where hosts can connect, have thoughtful discussions, and share insights on topics. If you need to reach out to the Support Team, you can find them at this link: Airbnb Support

Thanks

[Chelsea597]

Hey, did you ever get this resolved? If so, how? I’m struggling with the same thing, same run around, same answers and excuses and I’m so over it. Thank you.