Bitcoin Forum

Update: http://bitinstantscam.com/index.php
(link fetched from https://bitcointalk.org/index.php?topic=128314.msg1824328#msg1824328)
I think we should do an investigation into Bitinstant at this point.

Update: Gareth from Bitinstant contacted me, and he basically said: They're swamped with orders, and some are falling through the cracks, but that they will do their best to help everyone.

We should contact everyone that has claimed funds not received (since at least April the 1st) in this thread https://bitcointalk.org/index.php?topic=128314.0;topicseen

We should ask them something to the extent of:

---
This is a community investigation, we're not affiliated with Bitinstant, but would like to determine how many are having issues with having their funds credited.

You can see the result of the investigation at https://bitcointalk.org/index.php?topic=171473.msg1783305

Could you kindly state whether your order with Bitinstant have been resolved satisfactorily at this point ?

If yes - how long time did it take, and what is your impression about Bitinstant support ?
if no - are you still in a communication process with BitInstant, or have you given up ? How helpful have they been towards resolving the issue ?
---

Then the data could be gathered in this thread so we could have more information to determine whether Bitinstant have started to scam people, or if they're just overwhelmed.

Yeah, if you do anything of this, state it in this thread - so we don't do things double up. :)

No - order was placed on April 2nd and have yet to receive transfer. Bitinstant staff only responding to support requests on the boards. Issue has not been resolved despite it having been "escalated" (which I can only assume means discarded).

From what I gather from all of the forum posts and responses from bitinstant employees is that they're not intentionally trying to scam anyone, they're just having trouble dealing with the huge influx of transactions. They're not malicious, just slightly incompetent.

That being said, it still doesn't change the fact that you run a risk by using their service. Even though their heart may be in the right place, their current system can't guarantee your transactions will arrive safely or in a timely manner (or at all), which is a major setback if you need coins right away.

Better off using a more stable service until they get their act together.

Charlie does have time to give interviews.

http://nymag.com/daily/intelligencer/2013/04/inside-the-bitcoin-bubble-bitinstants-ceo.html

My payment has been confirmed for 3 days and have had no bitcoins deposited on my blockchain.info. Should I be worried?

Starting to believe I lost my money on this scam too.

Charlie, if your listen, could you do something to solve my problem?

No, it has been almost a week now and still no response from them, I have gotten a reply on a thread I made asking for order ID, I happily sent it to them and have since received no further info.

order id: d33f0cf0-4aac-4ef7-afcd-2950e1174c6d
placed: Sun Apr 7 01:16:25

it has now been 5 days.  i have not heard from bitinstant even once.  i have received vague recognition of my problem by Charlie (Yankee) in one thread; no ETA, and nothing done.

i have contacted them on the website, email, telephone, and have posted in nearly every current bitinstant complaint thread on this board.  there has been no response through any of their official support channels.

this order was a simple transfer from mtgox to bitstamp that failed because they had no reserves.  simple problem to prevent, and simple problem to fix.  if they had the funds it would take them 1 minute to refund me.

http://bitinstantscam.com/index.php

They stole $404 dollars from me 9 days ago.  The issue was "escalated" (which as somebody already said is code for "discarded") and they have made multiple promises, all of which have been broken.  The support (lol, non-existent) is unresponsive, unhelpful, and frankly--rude.

Still no money from these pigs.  I encourage everyone to log their issues here:

http://www.bbb.org/

and

https://econsumer.ftccomplaintassistant.gov/

Hopefully they will be held accountable and somebody will sue them in small claims or that Class Action Suit will go through.

Hi everyone.

I want to apologize for any delays.  I recognize many of you from the support thread and we've already discussed the process that your issue is going thru to receive the proper attention it deserves.

We are in the process of converting all cs personal a new software solution to log and track your issues.  Currently the best place to get attention on your issue is thru our website.

When you log your issue at bitinstant.com/contact you are sent directly into our support queue where our customer service team can work on your issues.  I apologize for any delay as we work thru a minor back log.  All issues are different and require different types of solutions.

Thanks for your patience.

Bring it to the attention of the Bitcoin Foundation. If people are getting screwed by Bitinstant, does the Bitcoin Foundation want that kind of association with their CEO?

http://peculium.net/2013/04/16/if-you-are-having-trouble-with-bitinstant-heres-who-to-contact/

We are not screwing anyone.  It takes time to resolve your issues.  Converting and improving our support infrastructure to serve you better also does not happen overnight.  If you can help me understand your issue then I will work to help you find a solution.

I used to use Bitinstant. I stopped when I heard about the problems people were having.

Many people are feeling screwed, regardless of what you think the company is doing. At a certain point, incompetence is indistinguishable from a scam. People won't be able to tell the difference.

Since Bitinstant is the first stop to Bitcoin for many newbies, you're hurting Bitcoin's rep as well as your own. Get your shit together or stop offering the service.

I've heard about turnaround times of 11 days - which is like an eternity in the crypto-world. I am sure the influx of customers are high, but really you should work around the clock + weekends to clear the backlogs. Wish Bitinstant the best of continued success.

I currently work 7 days a week and FAR more then 8 hours a day.  We are in the process of hiring more staff.

You're not the problem and I'm sorry for directing a harsh tone at you. Please accept my apologies.

The problem is your boss and his questionable business ethics.

I believe he has the best of intentions and he wants to resolve everyone's issue.  We are facing a large amount of volume, upgrading our current software solution to better serve you, fixing technical issues which hold back orders, and all while trying to be as available and open about our current situation as possible in almost real time.  I completely understand your frustrations and I am doing my best to improve BitInstant we can bring you the service you all expect.

The majority of our orders are actually instant.  We just need to better serve our customers who are stuck in the pipeline for whatever reason.  I can assure you that it's all I think about everyday, all hours.  I am very sorry for your delay.

Please stop spewing this bullshit everywhere, none if it is true.

If you can't see that your company is screwing HUNDREDS of people than you are simply delusional.  "does not happen overnight" LOL....  As somebody above said, you are not the problem.  It is your company/CEO.  Maybe your boss should stop arguing on the internet and getting interviewed when his company is in the middle of a huge clusterfuck.

Are you sure you didn't receive your order on the SAME DAY?  It appears that way.

https://blockchain.info/address/1fiY3FCc8TVDufmxB7q7Hxhz8dHsaLajT

I don't personally have much info logged on your issue.  Would you mind providing me some order info so I can check into your situation?  Thanks!  :)

Do you have any specific order info I can look into?

I made two orders and the blockchain only shows one transaction, so no.

Then you have only provided me info for a successful order.  Care to provide the info for the issue I need to resolve?

Don't pretend you don't already have it.  You, and Bitinstant have had my information for about 10 days now.  

Here's a PM FROM A WEEK AGO



and here is when I posted in the thread 9 DAYS AGO!!!


Look, I know I'm being a dick and I've been a dick recently.  But I was nice at first and have been treated like shit by your company.  I'm FED UP!!!!!!!

Since we have a dissatisfied customer in this thread, and URSAY is here claiming to help, it would be interesting if the affected customer briefly could outline what he was trying to do.

Ie. money paid from where, supposed to go to where in which form, and how long it is since it was initiated, and when he's been in contact with support and what response he has received.

Likewise it would be interesting to hear from URSAY the response as to why there's been a delay in this particular case, given that URSAY can confirm that it is a legitimate case, I guess he can confirm that by looking up the appropriate Order-ID, also the customer could give proof by showing receipts of some sorts, but that should really not be necessary if he has a valid Order-ID and can confirm that.

Also, if there are cases were a payment is not processed, it's not good enough to state that this has been escalated. It actually needs to be solved, and if it's not solved in 24 hours, the customer should get an automatic note telling him that it's being worked on and is assigned to [employee name], also if there's a holdup, this should be communicated directly to the customer or on the Bitinstant webpage, preferrably both, so if they lack funds on say BTC-E.COM, they should say that all orders pending to fund BTC-E.COM has to wait as much as 3 business days before it will be credited because of lack of funds on that site. This was just an example.

I think the support representatives should have access to the monetary tools to finalize cases on a come-as-is basis. If it's only Charlie that has super-access to everything, I'm afraid that cases will be delayed and even forgotten. Trust needs to be distributed to support employees in the Bitinstant business, escalating a case is simply not enough. Cases must be solved promptly, and if they cannot be solved promptly, the customer needs to get a message as to why this cannot happen.


Immediately upon getting an Order-ID, the customer representative for BitInstant should be able to check the status, and then give feedback to the customer immediately.

For example: We have sent funds to our bitstamp account today, and as soon as it arrives, we will credit your account. We estimate this to happen within 72 hours, and of course the quote you got with us (if applicable) will be honoured.

For example 2: I cannot find your order in the system, it appears to be a problem with our technical routines, it can however be fixed manually, and therefore I have forwarded your case to [insert name] who has the technical ability and permissions to solve the case, and we expect the case to be solved within 48 hours. Please do not inquiry further about the case until that time has elapsed and the quite we gave you will be applicable.

Simply giving a response: "Case has been escalated", leaves the customer in the blue, and he does not know if he should expect a resolution in 4 hours or 4 days.

Also this is damaging your reputation, as we may start to believe that you're not honouring some orders. Which may happen if you stall orders, then some customers may simply just give up. If this is the case, it really is very very bad. I hope it is not the case. But it seems like you need to restructure your current business, or limit the amount of customers that you take on, until the backlog is cleared. I would think most customers would accept the fact that your daily limit has been reached and that you can't take more customers that day. It is better to have 'sorry we don't accept more customers at this poing, try again in 24 hours', than to be accepted and having funds sent in limbo.

Also, it should be quite possible to program the system such as that you don't run out of funds for particular exchanges. If you accept orders 300% larger than the current funds you have in an exchange, you set yourself up for failure. Now, if you accepted 110% or 120%, that would be another thing, as I am sure some of the customers doesn't go through with their orders.

Now - I do not have intimate knowledge about your operations, but I have a very strong sense for logical things, and a good sense as to how to organize stuff. And at the moment, it's quite obvious that your system is not working well, hence all the angry customers.

Yes you just provided me with your successful order info again.  I've shown you proof that you had the funds on the same day you placed the order.  

https://blockchain.info/address/1fiY3FCc8TVDufmxB7q7Hxhz8dHsaLajT

If I am missing something here?  Please point it out to me.

Timeline of my (recent) experience with bitinstant.

April 8th: between 2:20 PM and 2:40 PM Central time I deposited money at a local CVS Moneygram as per the instructions from Bitinstant.com.  I have used Bitinstant many times in the past and am very familiar with the process (no error was made on my part).  I made two deposits, one for ~$400 and another for ~$500 USD.

I went home and realized that I had only been sent ~500 worth of BTC and that the other order did not go through.  I waited a couple hours.

Naturally I tried to get some support from bitinstant.com.  Unfortunately NONE EXISTED.  There was no phone number listed (except one stressed "ONLY FOR EMERGENCIES" and it went to voice-mail) and a button for "live support" that was broken and actually did nothing.  I believe I sent an email to their customer support at this time (if not, I sent one on April 9th... regardless I got no response...not even automated).

Next I found my way to the support forum here...
https://bitcointalk.org/index.php?topic=128314.3680    I also PM'ed URSAY and Yankee about my problem.  Here I was assured, by URSAY, that "i was on a list" and that "my order would be escalated.

I waited 1-2 days.  Nothing.  

April 11th (2-3 days after I emailed them...)  I received this:

Thank you for contacting BitInstant support! We are working hard to process your order and resolve your problem. If we need more information from you we will contact you. Otherwise we will process issues in the order in which we received them.

Please understand that increased volume, both on our site and on our partner exchanges, will influence the amount of time that it takes to complete your order. But please rest assured, your funds are safe and will be queued and processed securely. You should expect your funds within 12 hours of depositing
your cash or initiating your transfer. If you have still not received your funds within 24 hours of your transaction time we will escalate this issue for immediate attention.

Please refrain from sending multiple support queries regarding the same issue, it will not expedite our ability to help you and might requeue your request in our system.

Thank you for your patience! Be sure to follow @bitinstanthelp on Twitter for updates about our system queue and any problems we might be having.

I continued to watch the forums for updates, and continued to communicate with URSA and Yankee.  No money for the next couple days.

April 13th  I received this email


Hello Wufoo,

Sorry for the delay. We've been experiencing some technical issues resulting in slight delays. I'm going to forward this over to tech support where they can manually process your order. Please allow for one business day to resolve. Thank you.

---
Sincerely,
Mandrik

This was odd, because my name is not Wufoo.  He also gave me a link to my "open ticket" which is basically a list with all of the information about my failed order. Anyways... So I waited some more.


April 15th

I had continued to communicate with URSAY, Yankee, and the "live support" but nothing was being done.  So I filed a complaint with the Better Business Bureau of New york and the Federal Trade Commission.  The BBB said they were waiting from a response from Bitinstant, and I doubt Bitinstant intends to respond.  Ironically BBB and FTC replied to my email (an automated response, but still) immediately... something it took bitinstant 2-3 days to do.


April 17th
So here I am today, still without money and still pissed off.

I placed two orders.  I told you this many many days ago.  This is a PM that is in your inbox....

Thank you for providing the quote ID with the problem.  We are dealing with a lot of volume and working on improving our customer support.  I apologize for any confusion.  Did you log the correct/BAD issue at bitinstant.com/contact ?

yes

URSAY, this is going around in circles, why don't you just look up the reference numbers and check what happened and sort it out ?

because they've been stalling for over a week.  they probably can't fix the problem, but won't admit it.

i've been waiting 11 days now for a simple mtgox to bitstamp transfer paid with a mtgox coupon code.  they could have just refunded my mtgox coupon code, but didn't.  i've contacted support via the web form, email, telephone(left a message), pm'd Charlie(Yankee), and posted in threads like this one(for example, a reply in this thread on april 12).  i have not even received an acknowledgement that my issue exists--not a single word from support.  i'm literally being ignored on these threads.

see my signature for order information.

new thread in scammer accusations. they might get a tag if they ignore you for a couple of months.

That's exactly what I do.  :)

Have you logged your issue with our main support channel?

bitinstant.com/contact

Your order ID # is not coming up in our system so I need more info about your order to help you.

Ursay, whether you know it or not, you are involved in a  Ponzi scheme.  That is the reason such "issues" take so long to resolve.  Come on man.  This isn't "where there's smoke there's fire".  The building is burning down and the flames can be seen for miles.  As you can see on Bitinstantscam.com (http://Bitinstantscam.com), nearly half of all transactions are NEVER received.  I suspect that some of these probably will be resolved as cash comes in from new orders and fills the hole from existing orders, but that's a PONZI SCHEME.

Bitinstant's code works programatically.  It used to and it still does whenever you have money.  Blaming technical issues is false and transparent.  People would be much more lenient if they were told the truth.  Maybe Charlie or whomever is responsible for the massive hole in your books would be arrested or sued if the truth came out.  But the company might survive and you might get to keep your job if a public mea culpa is issued and those responsible for the mess are publicly tarred and feathered.  For whatever reason, people still have blind faith in Bitinstant despite overwhelming evidence of misappropriation of customer funds.  There are literally 300 pages of complaints in the main support thread and yet people are still sending money.  That kind of trust is rare and shouldn't be squandered.  But the tumor - whomever it is - must be removed from Bitinstant quickly or you'll all wind up listed on an indictment.

I understand what a ponzi scheme is.  BitInstant is a technology company under great stress due to the recent rise in demand for BTC.  Just like any technology company we log issues on a daily basis and solve existing issues.  Issues in our queue are not waiting for an influx of new deposits for resolution.  Many issues are customer error and involve various other technical issues which we are always working to fix.

Try adding any positive info to the website you mentioned.  It is not allowed.  You are blocked from the site when you try to do so.  On the flip side of the coin we are not trying to cover up any negative press in a similar manner.  We would rather be fair and resolve the issues that our customers face.

We do a lot of volume.  Your favorite exchange may not still be around.  WE ARE and I am here to help.  You have 300 pages of issues here and eventually they all see a solution.

We are working on improving the company on a daily basis and I thank you for hanging in there while we improve and grow to meet your needs.  :)

Ursay, I will say that you are good at attempting to spin all of this.  After the Bitinstant offices are raided and it all comes crashing down, perhaps you should get a job with a PR firm spinning news about dirty deeds done by corporate or political clients :) .

I was a big fan of BTC before I ever started working at BitInstant.

I would not want to be working here if I thought we were trying to scam anyone.  I am only interested helping this company grow in a manner that we can better handle the incoming volume and keep ALL of our customers happy.  Bitcoin is not always an easy ride but we are all in this together.  BitInstant has a long history in Bitcoin and I hope that in the near future you will see that we will only help Bitcoin and it's community become stronger.

If your ever in NYC and you'd like to discuss the issues we face in person I would love to speak with anyone of you further.  That is...if you can handle me communicating on the forums WHILE we meet in person.  :)

Personally I do not have any money outstanding with BitInstant, but they're complaining about growing pains, but that complaint is getting old now. To me it starts to look like incompetency, or a scam. If it's a scam or a ponzi, it's not sure everybody that works for BitInstant even knows this at this point in time.

The way I see it, their operations are not complicated. All payments leave trails. And their aim is to move money from A to B. A customer complaint should be able to be investigated in 15 minutes, if all the info required could be extracted from available resources, now if there's only one person having access to exchange-accounts, bank acocunts and so on, and everything is just forwarded to him (Charlie ?), then it's understandable that people complain because things are resolved slowly.

What there need to be: A ticket system that is updated by the support representatives where a customer can follow his case. There should also be some information about just how many unresolved tickets there are in the system, so customers can get a sense of that something is actually done.

When a customer submits a ticket, he should get a response as quickly as possible, and if his order cannot be resolved there and then, it should clearly state why this is the case, and what's further done with his order.

Also, it's technically trivial to check for available balances on exchanges, and deny customers business (ie. not letting them put in new orders) when and if this is the case.

I would advise all customers to give Bitinstant 14 days to resolve their case, if after this time, the case is not solved, then criminal charges should be brought towards Bitinstant, and complaints should be filled with any relevant trade and consumer organizations. As enough complaints starts coming in, these organizations WILL take action, and Bitinstant WILL face consequences.

If I ran or worked for Bitinstant, I would do my best to ease all the worries of customers, and even limit the incoming order volume until things calm down and the backlog is cleared. At the moment Bitinstant is running their own reputation down the drain.

Our new website which launches soon will address many of the concerns you address here.  In the meantime I need to continue supporting the old website.  Most transactions are not as simple as point A to point B as you state but rather they involve more steps with many other companies.  Thanks for your concern.

I hope you can actually sort out all these issues.


I have seen many threads in the forums about bitinstant 'scamming', at first I thought it was because was not patient enough. However I have read loads of different threads stating the same as this one.


I would like to hear from anyone who have had any past experience with bitinstant and if they resolved the issue.

Look thru this thread and you will find plenty of resolved issues!  :)

https://bitcointalk.org/index.php?topic=128314.0;topicseen

It's still A to B, with intermediaries. Still not rocket science. :)

What about halting new orders until you've cleared the back log, and then when you start accepting orders, only take a volume you can handle in a reasonable time frame?


You're welcome, and best wishes!

Still A to B with many complexities and options.  Many times the customers themselves make mistakes in their orders which slows their transaction down.

We are a technology company which logs and solves support issues everyday just like any other technology company.  :)

At the moment, you're hurting the image of Bitcoin, that's why I care. You don't seem to have a complete overview of what's going on, and therefore you should rectify that situation, by regaining control. That's all.

When customers do an error, which does happen, a delay should be expected, but all issues should still be resolved within 7 days in my opinion, when several issues are taking longer than that to sort out, then here's some serious issues that needs to be ironed out.

Cheers

At the moment I am doing my best with the tools that I have available.  I'm sure I have a much better understanding of our systems as I actually work here.  We are working on regaining control over support times and escalating volume.  This requires many things to be done by many people.  It's unrealistic to think we are not working to resolve outstanding issues.  If that were the case, I wouldn't be here.

I'm aware things cannot be fixed quickly over night, but I hope that your organization will adapt, and that the current situation will be a thing of the past in the near future.

Thanks for communicating, that's always a plus in my book.

It's been over a week since I submitted a ticket through there contact page. I have since gotten no response other than their automated message thing. Seriously starting to consider joining this one guy in his class action suit against them.

OrderID: 0cc1b652-da77-438e-9192-d1aa5d81e62a
EventID: d5145f94-c0df-41ff-b8e3-874b2133df3d
QuoteID: 7ed558b9-4236-417b-8008-16547b02d97a

Hey,

Processed! Sorry for the delay.

The guy doing the class action suit is a scam, if he (or anyone involved) actually has an order with us, I'd love to get in touch and resolve it.

At this point, Ive yet to hear from anyone

Charlie

Thank you, and thanks for the warning as well.
Have yet to receive any email/funds though, will update when I do :)

Just been going through our orders and checked on yours, it was sent to virwox for delivery and is on the standard manual hold (this is done by virwox, not by us, future orders should go through straight away).

Alright, what is the usual wait time for this?

Just got my Money
thanks guys.

I am finally convinced, Bitinstant is a scam.

They claimed to have resolved my issue on April 27th, and sent my coins apparently to an address on blockchain (which wasn't mine) but which blockchain claims is some sort of forwarding shared address for privacy reasons. Long story short, I never received the coins or a refund. I don't expect to ever receive the coins from Bitinstant and regretfully I have reached the conclusion that Bitinstant is a scam company.

Blockchain.info has a feature called oa shared wallet privacy. Do not use this feature. If you lose this feature the same situation that happened to me will happen to you. If Bitinstant forgets or due to technical reasons cannot send you your coins at the time it's expected and you used the shared wallet feature you will not receive your coins. Instead it will go to a random address.

In my case the coins went to that random forwarding address and probably was sent to someone else or got lost in the block chain. The lesson here is and which should be spread is that this feature is broken when used in combination with Bitinstant. In fact, I would say this feature doesn't work period as there is very little detail on how it works and on how secure it actually is and in my case it is now proven that its technically possible that your transactions can be lost.

Here is a copy of the emails I sent to Blockchain.info ---

https://blockchain.info/address/1CghGBzMDPVqPGb63Vyf9uWAh3JGwco9Un
In this most recent blockchain.info it's saying the Bitcoins 3.69843968
BTC were sent to that address.
1JQ4eo82X9YQW3Mu1TbHADCpSAmWwYutUT --> 1Hh54JkZRbSCom3ddsbJuVgACpy4dwbTXg
Which are supposed to be forwarded to my address at -->
1D71ihfwJdY99AxGPdtQd1Zu2L6szUMZTj
were instead forwarded to 1CghGBzMDPVqPGb63Vyf9uWAh3JGwco9Un ??
Can you tell me whats going on here? Does the oa shared wallet feature
even work?

------

I received no response after sending several emails to their Zendesk support. It's safe to say that oa shared wallet does not work as I received no response and merely a "closed".  See it for yourselves
https://i.imgur.com/kv3iRxP.jpg But they never sent me my coins, never responded to me, and solved nothing, and I'm sure I'm not the only one. It's safer to buy your coins from localbitcoins. Dealing with corporations at this point is more of a risk than dealing with individuals in the community.

If you want attention on your issue then it must be logged at bitinstant.com/contact

Log your issue there and we will start looking into your problem right away.

Okay I will give Bitinstant a benefit of doubt because you do seem to be trying to resolve the issue. If it gets resolved I'll delete my post about Bitinstant.

Hang on, are you claiming we literally sent your funds to a random address and not the address you specified?

Give me your OrderID and the address you wanted the funds sent to and i'll check where they were sent - if you specified the wrong address however that is hardly our fault.

Luckybit...

Is this issue unrelated?

zipzap 785119595
This processed successfully on April 2nd. See here: https://blockchain.info/address/1Hh54JkZRbSCom3ddsbJuVgACpy4dwbTXg

Hi Guys,

I think I might have been scammed by BitInstant as well. Encountered issues when withdrawing funds from my account. Resulted in Bitinstant  having a larger withdrawal  than the cash received.

I have tried to go through support but it has now been 1 month . Please let me know what information I can provide to get help or to expose the fraud to prevent it from happening to others .

https://bitcointalk.org/index.php?topic=229098.msg2412100#msg2412100

Do you have any info about your order or who you are?  It's very difficult for me to try and help otherwise.

Thanks for assisting to get it resolved.

Have sent Gareth and Ursay information about our order. Will post once they have reviewed and responded

Have not received but one e-mail in the last 8 days about my transaction, and it's just simply telling me that there was an issue, and that they are working super hard on it, and this was after sending multiple emails previously. But no details or time frame....  :-\ ... Sent my coins to the specified wallet address, I can see they were received at the exact wallet address I was supplied with, at the exact time bitinstant had requested they be sent. Now, I'm waiting for my PayPal to be funded as promised on 6/18. When can I expect my funds to be in my PayPal? soon? days? weeks? months??? Can someone give me a straightforward answer about this? Thanks...

You'll want to make sure your issue is logged at support.bitinstant.com