We booked a home and the week before we were set t...

We booked a home and the week before we were set to go on our trip, we had a death in the family. The funeral was the weekend we were to go on our trip, so we cancelled Monday early morning right at 6am (when we found out about my Aunt's passing). We missed the host's cancellation deadline by 6 whole hours and she indicated that she would keep our deposit. FINE, we will take it up with AirBnB. So we file a claim with them and we were told that they would give us our money back if we could get them a death certificate, which we did as soon as it was available. We got the email that our money would be refunded by July 19th, and here we are on the 27th, and still haven't gotten paid. We replied to the email indicating we would get paid by the 19th, and it bounced backed because our "claim is closed?" How is it closed if the fund never reached my account?! So after 5 calls in 6 days, and many frustrating conversations later, we're still without our money we were promised. No one can give us any answers and now they are blaming my bank for our funds never arriving. I used to be an avid AirBnB user and my family loves them as well. I'm telling ALLLLL of them to never use their services again because their procedures are severely flawed. I work for a fintech company myself and have never encountered such an absurd and highly frustrating customer service experience.