Guests stay for free - no payment from Air BNB received.

After numerous requests I have not received over R4500 from Air BNB for guests who stayed at our premises in March 2020. I have spent money on numerous phone calls and despite the agent advising and confirming that the correct steps have been followed we have still not been paid. This is uneccepatble. I am also not able to reach the agent who assisted me and she is not responding to my messages.