I've cancelled a reservation I made for May **-**, as following the cancellation policy...

GetHuman-rianajki's customer service issue with AirBnB from June 2018

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The issue in GetHuman-rianajki's own words
I've cancelled a reservation I made for May **-**, as following the cancellation policy, I should get a full refund since I have cancelled * days prior the reservation. I noticed in my credit card billing that full amount was charged in my account. I asked my host if she had received any pay out from air bnb, and she confirmed that no pay out was made. She received * PHP from the cancelled reservation, but I am charged the full amount of *,*** PHP. How can I get this full refund?
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AirBnB

Customer service issue
Reported by GetHuman-rianajki
Jun 11th, 2018 - 9 mons ago
I have an issue with AirBnB too
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Seen by 3 customers so far
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Items needed
Booking reference
Billing address
Email address on the account
Account phone number
Payout method (If card or bank account
please include the last 4 digits)
Date of birth
Timeline
GetHuman-rianajki started working on this issue
Jun 11th, 2018 5:42am