Bitcoin Forum

bit"instant".com has me very upset. I used the service in the first place with a promise of bitcoins within an hour max. I made my deposit during business hours, which was over 24hrs ago and still have not received them. They do not answer the phone, do not answer e-mails, and they all idle in their Live Support IRC room and do not respond (All during business hours mind you.)

That said, bitinstant.com is not a bank FFS,  It's not like they sit at a counter waiting for business, there's no reason anyone should be delayed recieving their BTC because they choose to keep banker's hours.

Finally I found the owner on this forum, Yankee, who was online. I send him a PM explaining what happened, and he replies simply saying to e-mail him *again* which I did right away. Then he goes offline here,sends a generic pre-made reply to my 2nd email I sent to him, and doesn't respond to my emails still after an additional 4hrs. Really?

 I don't know what to do at this point, and I hate to talk bad about a business - but no order, money missing, no support, no replies, and aparently they all keep bankers hours? This is terrible customer service to say the least.

 PLEASE BITINSTANT GIVE ME MY BITCOINS!!!

I have used them many times before with alot of success  ??? ??? ??? ???

That's all well and good, I've heard that from many people, but when there's a problem, NO SUPPORT. This is crazy, I have money missing and nobody wants to help.

Made your deposit where? At a bank? Should talk to them. At a moneygram place? pick up the red phone.

It was money gram, I have already contacted them and they confirmed all info on the payment slip and that it was delivered. Also, why tell me to email him personally and then not respond? I'm loosing money over not having these BTC right now, and had I known it could possibly take going on 27hrs now, I would have sought private trade....


They're false advertising both with their guarantee of instant bitcoins, and 24/7 support.  :'(

Whoa whoa relax!

You sent us 1 email on a Saturday with no information about your order!

We responded to you asking for your order information.

Please be patient as I responded to everything

Charlie

That is untrue, I have sent the information to you on here via PM, support@bitinstant, charlie@bitinstant, called, everything, and still no BTC. I have been in your live chat for hours, no response.

Yes it is true.

First, you sent 2 emails to us. I responded asking you for information regarding your order.

I asked you for copies of the moneygram slip and zipzap confirmation to verify your order.

I still have neither information.

I just responded again to your email asking for this information

Charlie

I already gave you the confirmation numbers for both - I will send both AGAIN right now. I certainly hope you don't expect me to find a scanner and scan these pages due to whatever is happening at your office.

Yes. Those numbers you gave me are not good.

Basically, there is a 9 digit account number which was on the slip and zipzap's email.

if you can send me that number without scanning, its cool.

Please send me that.

Thanks

Charlie

UPDATE:

The reason your order failed is because 'invalid recipient'

In the email address field, you wrote '79' instead of an email address or Bitcoin address.

Please give me your email address and I will process this order

Honestly, I understand everyone wants super premium service but we are a startup, and its a Saturday. When you don't get a response from us within 3-4 hours is it really neccesary to send 5 emails, PM's, calls, and RAGE at us in the forums? Is that fair?

Did I deserve this when it was your mistake?

Thanks

Charlie

UPDATE 2:

Customer emailed us his correct email address.

The order will process within the hour after correcting his mistake.

OP: Do you mind editing your forum post and title considering this was not our fault?

Thanks

Charlie

How can you say 3-4hrs when you received my money 27hrs ago? Do you think you should advertise 24/7 support when you clearly do not have someone available 24/7? If that was the case, though supposedly it was my mistake, it should have been resolved right away by the "24/7 support" when I contacted yesterday via all methods. At 21:53 Friday I received a confirmation that you got my first complaint email, which was not sent until several hours after the payment was sent to you, and way more than 3-4hrs ago. Please elaborate.

I will consider editing it after I actually have my coins in hand, but I'd like answers to the above.

Chipp,

24/7 support does not mean you get an answer within 5 minutes lol. It means we have someone available 24/7 to respond.

Now, let's go over the facts.

I can post a screenshot here, but without your permission I would break privacy rules.
Essentially in the 'Destination Account' field, instead of entering an email, mobile number or Bitcoin address, you entered '79'
Due to that, your order failed later Friday evening (Event timestamp   Fri Aug 10 20:20:38 2012)

As you can see below, the first email we got from you was about 1:00am in the morning which I responded to you a few hours later when I woke up.

http://anonymouse.org/cgi-bin/anon-www.cgi/http://img198.imageshack.us/img198/3083/screenshot20120811at650.png

I requested information from you including your order details.

At that point, I went out for lunch.

I can back 3 hours later to about 4 PM's from you, 3 phone calls, and 2 more emails.
None of those emails or anything had the info I needed from you.

Then, after you and I started speaking in the forums you sent me the correct info and I looked it up.

Having found your order, I found the mistake you made.
In the 'Destination Account' field, instead of entering an email, mobile number or Bitcoin address, you entered '79'

After letting you know this, I promtly put the order in the que and it will be executed.

OP/Mod- Having seen this information PLEASE edit the thread title- this is causing me serious SEO issues which is not fair since it was a customer mistake.


Thanks

Charlie

You seem to be ignoring the fact that I've been trying to contact you for the passed 27hrs, almost straight. This is just now being worked on. If someone was available 26hrs ago, this would have been resolved 26hrs ago. Also, I do not think any mod should change the title until I confirm that I have my money in hand, as I am not yet satisfied.

Perhaps you should improve your order support practices to prevent rages like this from appearing, instead of asking moderators to cover it up.

What? Im not ignoring that fact! I totally addressed that.

Your first email: 1am Saturday morning
My response: 10am Saturday morning

Thats a 9 hour delay while I was sleeping.

Thats totally not fair! YOU made the mistake, not us!

If you did the correct info, your order would have processed within minutes!

When you email us Saturday 1am, no company is gonna respond within 1 hour which is what you wanted.

I responded to you as soon as I woke up.

C'mon dude, have some fairness here.

Charlie

OP/Mod- Having seen this information PLEASE edit the thread title.


Thanks

HB

What the? So it means you DO have someone available to respond, but they might take a day?

If you're advertising 24/7 support and when someone has a problem getting in touch with you, you say "I was asleep" or "I was at lunch" - sorry - you're not living up to the claims you made. Hire someone to be on call or just don't pretend you have 24/7 support.

You put it in your business name and motto, I don't think you can really complain if someone calls you out on it by saying "oh, we're a start-up, be reasonable."

This is not an attack - I have advertised your business many times, just based on what I know about you guys and my own experience. Your response here is unsettling. I hope you will revise it.

^^^exactly my point.

Hey, I appreciate you posting this so I can clarify.

We do have people in 3 different time zones doing customer support. In fact, we are known in the community to having the one of the best customer support.

To this date, we have always resolved issues within 1 day and when it was our fault, we 100% refund the fee's

At the end of the day, all we ask is a customer wait a few hours before raging on the forums to hear back from us....especially when it was his mistake!

Usually, when Im wrong I admit fault....but I honestly can't see what we did wrong here?

The customer was responded to within a few hours and it was resolved. Time is Money.

-Charlie

I'm having a similar problem. I did a cash deposit earlier today at Wells Fargo, got a confirmation e-mail from TrustCash, but have yet to be credited. I'm SURE I didn't put in "79" as the destination account, as I copied and pasted my BTC wallet address in the proper fields. When I check the status of my order, all I get is "loading." I left a VM and e-mail but have yet to hear anything back. What's going on guys?

24/7 support don't ya know  ;D

Hey,

Have you checked your emails? All emails have been responded to.

If you would like, send me a PM here with your order info and I will resolve it or personally email me charlie@bitinstant.com

Thanks


Yes, it is 24/7 chipp. Im waiting for you to respond to my post and change the forum thread when it was your mistake which caused the order to fail.

-Charlie

Thanks, appreciate that. We are launching Europe VERY soon!

I find it kind of odd that 'chipp' and 'MarianasInFL' are not only in the same timezone, online at the exact same time, but 'MarianasInFL' was created 15 minutes prior to posting her first post in this thread.

Marina, do you have an order? I've checked thru all of todays emails and I see nothing from you.

-Charlie

This was posted Today at 10:34:15 PM, it is now 11:34:15 PM, still no coins, and you want the thread title changed without the issue being resolved?

As of this very moment, I do not have any type of reply from anyone at BitInstant. PMing now, hopefully this can be resolved quickly.



And in reply to your latest post, I see what you're implying, but we're NOT the same person. That's a bit unprofessional, but whatever.

check your spam folder.

We've sent the coins to Coinapult for you, it takes a few confirmations. Thanks


We don't have one, I get all emails.

Still waiting from an email or PM from Marina.

Not your spam folder. Was refering to Marina.. She said she sent soemthing. And if its true then she would ahve a reply. She says she did not see one so I suggested for her to check her spam folder.

Ima bite my tongue about anything elsse for now.

It's Mariana*, nothing in my spam folder, just sent PM.

Hey,

There was a communication error with MtGox, your order processed.

I PM'd you a link to blockchain.

For the record, I have no emails from you. However, I see you left a VM and someone would have called back soon.

Charlie


We sent you the Bitcoins about 10 minutes ago by the way.

Lmao I just posted proof of you saying you send them over an hour ago!  ;D this is hilarious...

No he didn't... He said the order would be processed within the hour ::)
You even quoted it! Hilarious indeed ;D

Lol.


By the way, I got the link and PM, thanks. Is there a delay when posting to my wallet? My balance hasn't changed. :/

Yup, it's possible if you haven't downloaded the blockchain or if your wallet only accepts a certain amount of confirmations
See my PM, I offered some help :)

If your "wallet" is on a certain Tor site(don't say it cause I don't wish to know) it may only show up after 6 bitcoin network confirmations, and that may take up to 1hr on ideal conditions.

Likewise, if the BTC addy you had coins sent to is held for you by any third party, if that third party requires n# confirmations or their processing service (bitcoin daemon) is down, there will be a delay.

To verify funds I am moving around, whether receiving them or sending them from/to a third party service, I go to blockchain.info and put in the address and check there. If there is nothing there whne you first check, you can leave the page open and it will present an audio alert when there is a transactions.

cheers

The address isn't through a 3rd party or on a Tor site, nothing like that, but my blockchain DOES have about 290 more to go until finished, so that's probably it. I'll give it some time to download & etc and let you know.

Thanks for everything. :)

This is some great advice! Follow it people, it will put your mind at ease ;)

Ofcourse having the blockchain updated also helps ;D

Yay! Got my coins! Thanks so much!

Definitely will be using BitInstant again, Charlie was great.

Awesome!

OP/Mod - PLEASE change the thread title to reflect the outcome. If OP would have had entered the correct info, his order would have been instant.

Wow reading this thread was good for something. Maybe this should be the new topic title?

Shhhhh you were rewarded  ;)

I've used bitinstant...5 times now? Every time has been extremely fast (bitcoins in wallet before I could even make it home). Can't believe OP is mad about a delay when he put his address as "79", however he does have somewhat of a point about the "24/7" support, technically.

I kinda like the new title. ;p  It's catchy.

BitLater.com  ;)

im having very similar issues as the topic starter of this ...my Bitcoins havnt shown up and i have called, emailed, live chatted, called again all with no support. This is not what i exspect from a company that exchanges money. I just want to know where my funds are and ill move on. I have been trying to get ahold of there customer service since friday!!! not to happy and am very upset!!!!

Hey,

Check out our update here: http://www.reddit.com/r/Bitcoin/comments/18r5hi/update_on_weekend_bitinstant_transactions/

Charlie

yes but the update says that all emails calls and chat where answered within minutes...haha i have been on the computer,phone and email since friday and have not been coctacted since!

so your saying that i will see my funds by tonight?

Yup

it would have been nice to see an update a little sooner, however im glad you guys got your shit together and whoever did this may they burn in hell  ???

Thanks! Sorry your questions didnt get answered sooner.

Did I miss this or can you define "VERY soon"   ;)

this same thing is happening to me at the moment. I keep getting the 'they'll be here tomorrow' and it's been 3 days. You try to call them and you get a g voice number, you try live chat it it's just email. I asked Yankee on here to look into it and haven't heard back. This sucks to cause I was about to buy a grands worth to invest. WTF how else can I buy these things without having to wait days on end?

well ill tell you if this shit doesn't end tonight and my deposit isn't in my account by tonight i'm going viral with this and will change companies.

there are plenty of other companies that are reputable and you get your BTC instantly. This is my second and possibly my last transaction with Bit(notso)instant.com

BitFloor.com ?
MtGox.com ?
Coinbase.com ?
localbitcoins.com ?

Just to name a few.

Plenty of other companies? Care to name them?

ive used Mt.Gox several times and should have stuck with them. I never had problems before however I like to have a couple different options so thought id give this company a try....oh boy

Was there something wrong with my list?  Was it not long enough?

Nothing wrong with your list, Danny.

None of them fill all of the same needs as BitInstant, however.

To deposit cash to Mtgox, you need to use Bitinstant. Other methods will not be "instant." Also, they may lock your account without notice and require a copy of sensitive ID information to get your money out.

BitFloor is great, however, their cash deposit option is currently only available through BoA. That's definitely not as widely accessible as MG locations.

Coinbase is currently being overloaded with demand. And while reputable, they don't have cash deposits or instant withdrawals.

localbitcoins, again, great service for some needs, not for others. Setting up deals takes time and effort, and the quality of your transactions depends on the people you meet. In some areas there is no one else using the site.

I currently don't see direct competition for BitInstant. Even so, they are doing a commendable job of handling problems.

I agree.  Each of these providers seem to have carved out a niche market and don't really seem to be in direct competition with each other.  It's great that there are several choices available, but we probably won't see significant improvement from any of them in reliability, usability, and customer service until they have to deal with stronger competition (either from each other or from new competitors).

I was going to bring up BitMe.com (Cash deposits through Chase) but their website appears down? I didn't see any posts about them going under. Hopefully it's only a temporary outage and no one lost funds... :-\

Does anybody know when bitinstant will launch in Europe?