Unpaid hosting fee

I hosted Dec for the fists time. I received a notification that my payment has been made on the 2nd Jan. When I checked my banking acc, there was no payment made I have contacted the bank and they could not trace the payment. Airbnb is also not helpful and reluctant to provide POP of the payment.bthey did sent a tax inv however it is not detailed. I think I have been ****med out of a substantial amount of money. They also do not have an email address 😭