Card being charged for a reservation I didn't book.

[Aamir3]

Hi,

Today I was checking my credit card statement and saw that my card has been recently charged for a AirBnB trip I didn't book. I could not find a helpline number or email to write to AirBnB support directly.

Can somebody please direct my query to AirBnB Support to look at and contact me immediately? Following are the transaction details, I could see a booking id there to start the investigation.

Amount -1.437,12 EUR

Posting text 

AIRBNB * [Personal information hidden]

Many thanks,

Aamir

[Steve143 · Accepted solution]

Hello @Aamir3,

Sorry to hear that that happened to you.

You should change the login password on your Airbnb account, contact the bank that issued your card and contact Airbnb customer service.

You can contact Airbnb customer service by phone, Twitter or Facebook as described here https://www.airbnb.com/help/contact_us#/

and here Contact-Airbnb-A-Community-Help-Guide

Hope it all works out OK for you.

Steve.

[Aamir3]

Hi Steve,

Thanks or your reply. It's not booked by my airbnb account. I found the booking id from the credit card transaction.

I have written to Airbnb on Facebook and via their website (I found the way to get to that support help form - thanks for your link). 

Regards,

Aamir

[Michael8486]

Same thing happened to me. Someone booked a reservation with my card for $156 and there was also an international service fee. I contacted Airbnb and they said they would look into it, then just closed the case. Absolutely appalling customer service. This company needs to be shamed into action. 

[Helen3]

If you're card is being used fraudulently you need to contact your card company @Michael8486 not Airbnb

[Michael8486]

Why are you carrying water for this POS company. Whoever is using my card has created an account on Airbnb. It's a criminal offense to impersonate someone, so why isn't Airbnb finding the perpetrator, closing the account they created and prosecuting them?

[Angela3933]

By the way, I did report this fraud to my credit card company and they are investigating. 

[Angela3933]

Michael, the same thing happened to me. Someone stole my card and charged $1114 for a reservation. I contacted Airbnb and they said "Thank you for your reply. We understand your concerns, but please rest assured that a full and thorough investigation has been carried out on the disputed charge. As outlined in the previous message, a refund cannot be issued in cases in which we believe a friend or family member who has access to your payment method has used it unintentionally." This is lunacy!! Why is Airbnb protecting criminals over customers?  They need to be held accountable. I will never do business with them again!!

[Nathan3715]

Exactly the same has happened to me, with the same reply.
Phoned, described the issue, was then texted a form, filled it and the case was closed with me being told to go via email. Then via email "a refund cannot be issued in cases in which we believe a friend or family member who has access to your payment method has used it unintentionally."

Absolutely crazy. 

[Dorothy313]

same thing happened to me!  And I received the exact same reply. I will take them to Small Claims Court if this is not properly resolved. Worst customer experience EVER!  I called my bank / cc and reported it as well - they said they have received numerous calls from their customers with the same issue / complaint.  I have also sent the CEO a message via Instagram messenger.  One of the local TV stations here where I’m located has an on-air personality that helps consumers resolve these type of issues. May have to engage him as well. Good luck everyone!  

[Meredith274]

This happened to me too. Within 24 hours they told me that a friend or family member had used my card. It's BS. They have proof and they're not sharing it. There's an email exchange that goes on between the host and the renter and they won't hand over the proof. What can we do?

[Denisa15]

Hi Aamir

I would like to ask how did you resolve your problem. It happened to me too - my credit card was charged 895 eur for the trip i never made... im trying airbnb support form but they just keep saying that they are postponing my inquiry to another and another person for three days, nobody giving me any actual information... 

thanks 

denisa 

[Aamir5]

Hey Denisa,

I am surprised to know that it is still an issue and AirBnb haven't take any step to prevent frauds (shame on them for taking customers for granted). From my own experience and time I wasted on them I can tell you AirBnb don't give a **bleep** for the money you lost. They will keep wasting your time. Better call your credit card company and raise a fraud case. They will open a case, cancel the transaction and refund you the money in few weeks - its much faster and guraunteed if your card is insured. So call your credit card customer service immediately.

Meanwhile, it will be great idea to send a legal notice to AirBnb to explain. I regret I didn't do it.

Goodluck,

Aamir

[Ulrike80]

Hi Denisa and Aamir, I can confirm that it's indeed still an issue. It happened to me just an hour ago. I've cancelled my card, opened a fraud case and left a message on AirBnBs Facebook page. 

The booking was not made from my account either. 

I'm writing this to let other users know that it is happening still and that we expect answers from Airbnb!

I'll send a legal notice to AirBnB. 

[Paula1843]

Exact same experience. My bank caught the fraud charges as they were happening. Within 5 minutes I cancelled the card, the charge was pending, I called Airbnb, they could see the charge and refused to cancel the reservation. They started robo emailing me making me feel like they were doing something because I had contacted them as it was happening. I also called the police. I wanted the reservation cancelled so the charge didn't go through. They would not cancel it. The charge when through. I filed a dispute with the bank. Airbnb sent me 3 exact email and then one that said they thought it was me that charge it and the case was closed. They don't care.