AirBnb Support - Not supporting at all!

I opened a support ticket with AirBnb regarding a booking that I canceled. (On Saturday 05/06/2021 - 30 Minutes after checking in) - The support consultant last updated me on Sunday 06/06/2021 regarding the case, stating that I will be assisted. After this I requested feedback more than 5 times, with no reply. I opened one more ticket on 08/06/2021, stating that I already have a support case open, and that I would like some feedback. After the person (Hugo) spoke with me stating he is looking into this - 30 minutes later he merged the tickets, with no comments, and I still don't have an update on the ticket.

My issue is that I had to cancel a booking, to which the host agreed, that I will get a full refund. Still nothing to the moment. The refund has not been processed - and AirBnb support did nothing to update me regarding.

The booking was canceled due to the apartment being untidy, beds not made, bedding un-ironed, and toilets being dirty. I phoned the host, she agreed that we may proceed to cancel, and that she will arrange a full refund for me. The host is accommodating me with the cancelation, due to her staff not checking the apartment, which means they were in the wrong and we are entitled to the cancelation. This was supposed to be a long stay, more than 30 days. Now I am R 19 000 out of pocket, and already had to pay for a new place to stay.

AirBnb, Please assist! I cant be asking for updates each day with no answer.