Airbnb complaint bad service and account

Airbnb deducted cancellation fees from my account.im the host of guesthouses and had 2 cancellations 02/08/16 this cancellatio was made bynstalie .second cancellation was made by shaheed on the 03/09/2015.airbnb representatives has no people skills they dont give you any chance to talk. I have tryed to contact them and they ignore me.They have bad attetudes.i would not use there site.