Hello Brianna, thank you for answering on this topic. Alas, the content of your answer remains very unsatisfactory. As you probably are aware, your KYC process is heavily flawed, why and how, only airbnb knows, but doesn't care to share with the people enabling their very business model.
Judging by the many different open cases, this is a widespread issue, which, in none of the threads I have seen, seems to be adressed properly.
I will give you constructive criticism on a proper response, and, how your failure to use these proper responses, makes you look like:
1. Acknowledge the failure of your ID verfication process instead of gaslighting your hosts about how the process is failing because of their inability to fill out a form with information. On top of that, information has already been provided and been verified prior.
You already have my very same ID in your system! It shows it is valid for many more years. How is there suddenly a problem now? - No explanation. Then, your support person tried to persuade me into making more photos of more documents, that are absolutely none of your business. I should scan and submit my passport and drivers license as well. I have seen more topics on here, where people were asked to provide personal ID documents even to third parties. This makes you look like attempting a data grab and who doesn't comply gets their money held hostage.
2. address issue of payment holdouts in a manner that states the exact problem with the verification (e.g. the photo you have send in does not comply with our standards because...) so people could actually try and rectifiy any real issues with taking the photo, for example glare, smudges on data. (all of which are not the case for me, as acknowledged by support)
Failure to do so makes it look like you are holding up the payments for different reasons. Maybe airbnb needs additional liquidity after some top influencers pulled out their money of airbnb and made your stock drop 6% in November 2022? I don't know if that is the reason, but by not giving me any useful info, I have to draw my ow conclusions on why and how you are holding up the payments.
There is a huge imbalance between how much info you ask, and how much you give in return when you fail to pay for services rendered. My info is accurate, you got my Tax ID Number, my ID Card, many current photos of me, because I have send you my photos several times now, working bank account, the address of my listings, obviously guests are able to checkin. Meanwhile your support staff is hiding behind a chatwindow, no names, changing staff just reading prewritten texts back to me or copy pasting some generic faqs. It makes you look like a scam operation.
3. give a clear timeline and documentation of the steps taken so far to rectify the issue, e.g. support personnel so and so has been reviewing the data on such and such date, with the following conclusion, reasons given by that person: unable to solve the issue, reason for inability to match ID and Photo, unable to read information, etc.
Failure to do so makes it look like you either have no clue what is the problem here, or don't want to tell. All of which makes you look more shady with every passing day.
4. give a reasonable timeline on which steps are being taken, and estimate when they can be expected to be taken - e.g. your casenumber is 10698, cases in queue before you: 10599, estimated time of processing per case 48 hours or similar
Failure to do so makes it look like there is no meaningful process in place
5. be in touch on a regular basis with useful information, like update on eta of payments, issues being worked on, person working the case with a contact. Give the opportunity to make appointments for phone support, to be able to prepare for the call and have all information ready, sitting in the office, etc. Your telephone support calls me without prior notice on any given day in the week, even on sundays, and categorically denies making appointments for calls to solve the issue.
Failure to do so gives the impression you are hanging me out to dry, while spending my money on dividends for your shareholders, bonuses for your C-Suite, fancy marketing campaigns, trying to buy back instagram celebs to host their flossy apartments for ABB and not create their own competition to your platform. Your Support seems being paid to keep me busy and from filing a lawsuit in court.
In my opinion, my patience and that of others has been abused enough already. Fix the problem now!
