I have never experienced such inefficient inconsiderate customer service from anywhere else. Airbnb suspended and disabled my account because someone stole my credit card number and used it to charge $1,800 for their own pleasure using Airbnb. I cancelled my card, and therefore my account was disabled; they said it was for “my own protection.” I emailed them days ago, on February 23rd, and heard nothing. Then, I called customer service on February 24th. A man named Moe said he would give me “high priority” and would refer me to a “community defense team.” I received an email from him the same day. After three days of hearing nothing, I emailed him back accusing him of not helping me and treating me like I was inconsequential. I heard nothing again. Then, I called again on March 1st, and after being put on hold for 15 minutes, I gave up. I called again the next day and spoke to a woman named Shau who promised she would email me and get back to me the same day. I’ve heard nothing back from her yet, and another day has gone by.
On March 3rd I called them back, was put on hold for about ten minutes, I heard this guy’s voice and he said “hello, hello” before hanging up on me. As I write this, I’ve been on hold for six minutes now. I’m sick of their stupid Muzak song while on hold, but I’m really sick to death of their constant lies. They still have my $150 unredeemed gift card that I got from my son for Christmas. They owe me a lot, and have a lot of explaining to do. It’s unfortunate, because I really liked the two Airbnb places I stayed. They were much better than hotels. None of this was my fault; I did not ask to have my credit card stolen. Maybe it’s their fault, for allowing my card to be stolen, because that’s never happened to me anywhere else either. I don’t know what the end result will be, because I keep getting the run around.
To ‘David Aaron’: you may be one of the most inconsiderate people I’ve ever read the comments of.
To the original poster: if I were you I’d contact your credit card company not airbnb. It’s not clear from what you wrote how your card details were stolen. It may well be airbnb’s fault (they would hardly be the first company to ‘lose’ user’s credit card details, nor to store their passwords (which they should never do)), but you’ll never get them to admit a thing (it would open the floodgates to endless claims against them). On the other hand, your details could have been stolen from any other place you entered them. Only you know where you used your card. Contact your card company. Depending where you are, they should have some kind of insurance in place to protect you against what you describe, and they should refund you, if you can convince them it wasn’t you that stayed at the places the card paid for.
Yes Airbnb should have known this would happen and sent a security detail around to stop it. Shame on you Airbnb!
I think it’s Airbnb’s fault that your credit card was stolen. They are to blame for everything.