Thank you for your patience as we looked into your question about a suspected, unauthorized charge on your credit card. 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 by my colleague, 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. Unfortunately, we’re unable to release any information regarding the reservation or the user accounts involved without a formal request, such as a subpoena, from a government agency or law enforcement. If a government agency or law enforcement contact us regarding this issue, Airbnb will fully cooperate with their requests.

We again recommend getting in touch with anyone you may have given your credit card details to in the past. Additionally, we would suggest contacting any friends or relatives who have an Airbnb account that you have traveled with on Airbnb previously—if you added your payment credentials on another account and decided to save these credentials for future use, this could be what caused the unexpected charge. Best, Conn.

Fitting the message was signed “Conn”. I’m livid and will not stop until this is corrected.

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