Official Newbie BitInstant Support Thread (Active Customer Support)

[Apanauc]

Yesterday URSAY posted that I'd been given a support ticket, I've checked and no further posts in this thread mention me and I have received neither PM nor email. The lack of contact is rather disturbing and at this point I've given up on receiving bitcoins and am only going for the Mtgox coupon. I made my original payment, getting Zipzap confirmation, over two days ago. I have no way of knowing if anything is being done, and feel rather abandoned having not received a single email, even a day after I've been told a support ticket was opened. On the website my order is just stuck at loading, rather depressing when the transaction should have been completed while it was still Tuesday. If I could just get the mtgox coupon code for the value of my order pmed or emailed to me, that'd be much appreciated.

Quote ID   7bf2d681-c9f1-4e71-bce1-34e5e463a63d

[mssunshine]

PUBLIC ASS KISSING APOLOGY ! MY ISSUE with BITINSTANT WAS RESOLVED! 

[err0r_01]

Another day waiting for a solution.    It looks like my issue is more complicated than expected. Still waiting for a answers.

[mco65]

OKAY SO THE BIT INSTANT NIGHTMARE CONTINUES! WHERES THE MOTHER FUCKING MONEY BIT INSTANT WAS GIVEN ?! HORRIBLE NONEXISTENT CUSTOMER SERVICE!! IF YOU WANT TO BE SCAMMED AND TAKEN THIS IS THE WAY TO GO. NOW Spending my day on the phone about this seeing what the laws are regarding this issue as its completely unacceptable. BITINSTANT GET YOUR SHIT TOGETHER AND QUIT PLAYING WITH PEOPLES FUCKING MONEY!
WORST OF ALL ITS A WASTE OF TIME. Just remember if anything goes wrong you WILL spend precious hours and days trying to get a sign of life from these people.

Seriously dude, calm down. You need to get laid...

TRUST ME when I tell you dude..... I'm getting more than my share and then some and I'm a chick. I just don't like to be fucked without my consent via BITINSTANT.

the name (mssunshine) should have given that fact away..

[rzero]

Entered an order yesterday morning:

Order ID: 6cd721ca-1c62-4868-98aa-2975cf0880e5

$150 Dwolla to bitcoin address. Still showing "MTGox Order Loading" on the order status page.

The money has been transferred out of my Dwolla account. No confirmation email, no bitcoin delivery.

Please fix this as soon as possible.

[misiekvpn]

hey zrero ... are you in the US? Is Dwolla an option for you to buy bitcoins on bitinstant? I don't see it as being available anymore?

[rzero]

hey zrero ... are you in the US? Is Dwolla an option for you to buy bitcoins on bitinstant? I don't see it as being available anymore?

It was an option yesterday. I have my Dwolla receipt to prove it. Check out my order confirmation page, there are five event IDs detailing my Dwolla transaction:

https://www.bitinstant.com/order_status/6cd721ca-1c62-4868-98aa-2975cf0880e5

And yes I'm in the US. And now it is no longer an option on their drop-down menu.

[archimediate]

Still waiting here too. It's been a week. No one addresses me personally except to tell me a ticket has already been made.

[mssunshine]

Still waiting here too. It's been a week. No one addresses me personally except to tell me a ticket has already been made.

WAS on here previously having major hissy fits!! I feel your pain. My issue was resolved I did apologize for what I said but I was not contacted by anyone regarding this it just MAGICALLY happened somehow behind the scenes.Still in all Bitinstant needs a customer support artist ( like myself)  a motherly type to smooth out the ruffled feathers. You cant go in expecting to be coddled. Bitinstant is HARDCORE do not expect a sweet soft reassuring contact. But at the end of the day your money is on the dresser and they have done their job !   Eventually!  AND not sure how these guys personalities are but the founders are pretty HAWT looking! Seriously I was expecting nerdy types but these guys ooze sexuality, The one guy looks like the actor from that crime show, and their marketing guys are pretty decent looking too. But who knows they could be jerks. But thats being said... the founders are cyber candy to look at !! Yum yum.
Have patience with them I wish I did !

[URSAY]

Here is my Order ID: 06c792a8-7c73-4dc6-ae8b-8a04b74a5750

It's been stuck in Mt. Gox Order Loading status for a while now... Thanks!

Your order has been reset and should be going thru shortly if it has not already!  Let me know if you still need any help.  Thanks!

-BitInstant Support 

[URSAY]

Hey I accidently provided the Mt Gox account number on the top of the MtGox homepage as opposed to the one on the deposit page.  Is this OK?  You got my payment but MtGox hasen't given me my USD.  I did a Cash -> Mt Gox Code

Do you have an order ID # or any other relevant info?  Thanks! 

[thepipeline]

My issue was resolved also. I was feeling some major angst for a while, but I am very pleased that BitInstant did come through and pay me.

WAS on here previously having major hissy fits!! I feel your pain. My issue was resolved I did apologize for what I said but I was not contacted by anyone regarding this it just MAGICALLY happened somehow behind the scenes.Still in all Bitinstant needs a customer support artist ( like myself)  a motherly type to smooth out the ruffled feathers. You cant go in expecting to be coddled. Bitinstant is HARDCORE do not expect a sweet soft reassuring contact. But at the end of the day your money is on the dresser and they have done their job !   Eventually!  AND not sure how these guys personalities are but the founders are pretty HAWT looking! Seriously I was expecting nerdy types but these guys ooze sexuality, The one guy looks like the actor from that crime show, and their marketing guys are pretty decent looking too. But who knows they could be jerks. But thats being said... the founders are cyber candy to look at !! Yum yum.
Have patience with them I wish I did !

[URSAY]

I made two orders a few days ago and they got hung up when mtgox's API error hit.  Here are my two order id's:

539ec05a-1413-452f-8185-91da3e886351

and

ee6cdc10-41f8-4d4f-8a4d-5df496779076

If you could please re-execute these orders I would be grateful. Thank you.

Opened a ticket for you.  We will get back to you with more info!  Thanks!

-BitInstant Support

[URSAY]

I feel sorry for those that haven't read this thread or those in the scam accusations forum.  If, however, you have seen this thread and still sent them money, then you deserve to lose your money - consider it a tax on stupidity.  There are 130+ pages of complaints.  You can see the fact that they are using new money to process old orders playing out in this thread day in and day out.  If you submit an order, rest assured that your order will not be processed unless and until more new money comes in.  Maybe you will be sent an invalid or expired coupon code, or shown an error.  They seem to have created a few standard delay tactics.  Whatever the reason displayed to you, it's all the same - they don't have the money to process your order until newer orders come in.

I have no idea why this is so hard for people to understand. This thread really should be submitted to Harvard Business School as a case study in how to create blind customer loyalty in the face of overwhelming evidence of severe issues.  It's like they somehow distributed digital kool-aid and everyone but me drank it.

I understand, I have worked customer service as well, I'm in the situation that if my funds don't show I'm going to loose my place, I  have a lot riding on this as well I'm just trying to stay positive I hope they will come thru for us.

Gotta give em a moment, I'm pretty sure there busy as all get out.

also, in my opinion I should get bc at the price I ordered them (bc has risen 50% since then)

Too be honest I just need my funds.

I want my BC at the price I ordered them at...  Why has support suddenly disappeared?  

So I placed this order on the 30th...  It's been over four days... I'm being VERY patient.  I work retail in a store that is #1 in the world for customer service... Not my company, my actual store.  Stuff goes wrong with us all the time because of the volume we handle but our presence to to customer and the ability to calm them down and make promises that we go through with is what keeps them coming back and keeps us in their good graces.  I just want that same treatment is all...

Your way off on many of your assumptions here.  If you provide me with an order ID # I can try to help you however.  Thanks!

-BitInstant Support

[andrewb]

Hey I accidently provided the Mt Gox account number on the top of the MtGox homepage as opposed to the one on the deposit page.  Is this OK?  You got my payment but MtGox hasen't given me my USD.  I did a Cash -> Mt Gox Code

Do you have an order ID # or any other relevant info?  Thanks! 

What likely happend is that you were sent a Mt. Gox coupon code in your email, despite the confirmation email saying explicitly this transaction will not need to use the coupon system because they made direct contact with my account. If you don't see a coupon code, that would probably because it's listed under the field 'APIResponse'; yes you read that correctly, APIResonse. You can use that code (it will look like MTGOX-XXX-XXX) on Mt. Gox to deposit your money.

[URSAY]

I sent a Dwolla->Bitcoin address yesterday morning for $1000. I've sent multiple emails with no response. I really need to know what's happened here as this is a decent chunk of cash! My quote id is 6ddb0f30-278e-45bd-8b57-708b71c299b8 and it's still at MtGox Order Loading. The funds HAVE been deducted from my Dwolla account, but have not even started a transaction to my bitcoin addr.

Please help!!

Hey everyone!

I'm going to be trying to resolve more issues tonight and I have some fun updates about my visit to the BitInstant office!  Give me a chance to organize myself with all of these new procedures and information and I'll be back to help resolve your issues shortly!

Thanks!

-BitInstant Support

Any chance you have an order ID #?  Thanks! 

[URSAY]

Hopefully nobody at BitInstant is annoyed by me posting my information on every page. I feel like this is the best way to make sure someone sees, and remembers to get my transaction processed.

Event ID: 3cd78318-2ebb-429b-b762-858fa00a606f
Quote ID: 7d0a05b9-4ed5-4219-896f-0d83b6d5068d
Amount: $208.95

It doesn't help me to repost your issue OVER and OVER.  It actually slows me down because I have to lookup the same ticket multiple times.  Please try to help me help you.  Thanks! 

-BitInstant Support

[delgas]

So it's been 24 hours thus far and still no reasonable response.

BitInstant's idea of customer support is having a 150+ page thread with one representative?  I've tried to chat with representatives on your website, sent a support email through your website with no response, posted to this thread, and have personally PM'd Ursay.

Enough with the "check your confirmation email for a MTGox code" canned answers.

BitInstant has either been hacked or is grossly incompetent.  Either way they should not be dealing with money

As you can see from my transaction details below, my order had nothing to do with MTGox whatsoever.  The funds were sent to a personal bitcoin-qt address.

Stop blaming MTGox for a mistake that was clearly made by BitInstant.  Stop holding me hostage and forward on my funds.

Order receipt
Quote ID    e778fe43-8ed6-4d01-b26e-f280395f260c
Event ID    1f14b79d-b20a-4c96-811f-90c5954a3fed
Fees (inclusive)    3.99%%
Amount you paid    $500.0 USD
Amount you will receive    $480.05 USD
Destination exchange    Bitcoin Address
Destination account    1JMSyCHYx3ae2yTDLVeBxtZYxKXkuyEwid
Order event log
Timestamp    Event ID    Event type
Wed Apr 3 04:05:53 2013   1f14b79d-b20a-4c96-811f-90c5954a3fed   Quote for new transaction
Wed Apr 3 12:46:58 2013   8492a92e-46f8-4c46-9427-23189fc3eec6   New Order
Wed Apr 3 12:45:22 2013   cd6005a2-66b7-497a-beaf-6d8f68a9b8f8   Coinapult Order Loading
Wed Apr 3 12:50:21 2013   29c49933-b158-4dcb-8002-f596410d1e00   MTGox Order Loading

I understand your frustrations.  We have not been hacked.  MTGOX was unable to keep their website up yesterday because demand was so strong.  BitInstant stayed up however.

I am trying to help.  I apologize if you do not find my responses worthy.  However, we are doing our best to clean up everyone's issues.

I've added all your details to a support ticket.  We will contact you when we have more info.  Thanks for your patience!

-BitInstant Support  

What's my ticket number?
What's my escalation ID?
Why haven't I received email confirmation from your support system that a ticket was created?

My order had nothing to do with Mt Gox.  It was sent to a personal bitcoin address.

It shouldn't have touched Coinapult or MTGox.  This was negligence and incompetence on the part of BitInstant staff.

BitInstant took my money and didn't send the coins.

And Bitinstant isn't a scam?  Prove it!  Sends the coins to the bitcoin address I specified in the order.

You can reference your ticket / escalation by order # or Bitcointalk username.  I hope to help support become more robust as I am integrated fully into the BitInstant system.

I am not saying your order has touched MTGOX or anywhere else.  Support is looking into your situation and I am helping them gather all of your info.

I will prove to you that we are not a scam.  

Thanks for your patience!
-BitInstant Support

50 hours since BitInstant received my money, and still waiting.

Still not scamming people, right?  So where's my fucking bitcoin?

[URSAY]

Ok so I think i just made a terrible mistake and put the wrong account info into bitinstant to mtgox transfer.  i used the new account with the letters that shows up the main page instead of the old one with just the numbers on the funding options page.  I was told to post my order info here for help.  Is this correct?

Thank you.
 
OrderID: a6da926c-5533-4102-a125-af3024cb8220
EventID: ee44e97c-702a-4c25-a84a-f68c0adb6e42
DestAccount: M04316902X
QuoteID: 6aeca294-cfd2-4a16-9a19-cc3f69e4f40a
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365116508.54
APIResponse: MTGOX-USD-LJ2AU-MS5YW-A9SZ3-8FA2E
FundsSent: $115.212 USD

Ticket submitted.  Your Gox code is posted here as well.

APIResponse: MTGOX-USD-LJ2AU-MS5YW-A9SZ3-8FA2E

I'm assuming now it has been redeemed by someone else or perhaps it has never worked for you?

I realize these codes are not clear to all customers and I hope this is something that we can fix soon.

We will likely have to cancel this code and get you a new code.  Thanks for your patience.

-BitInstant Support

[URSAY]

Ok so I think i just made a terrible mistake and put the wrong account info into bitinstant to mtgox transfer.  i used the new account with the letters that shows up the main page instead of the old one with just the numbers on the funding options page.  I was told to post my order info here for help.  Is this correct?

Thank you.
 
OrderID: a6da926c-5533-4102-a125-af3024cb8220
EventID: ee44e97c-702a-4c25-a84a-f68c0adb6e42
DestAccount: M04316902X
QuoteID: 6aeca294-cfd2-4a16-9a19-cc3f69e4f40a
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365116508.54
APIResponse: MTGOX-USD-LJ2AU-MS5YW-A9SZ3-8FA2E
FundsSent: $115.212 USD

Hello, you just made the same mistake I did and posted your public Mt. Gox coupon code (MTGOX-USD-LJ2AU-MS5YW-A9SZ3-8FA2E ) on the forum here. I just used the code and I now have your USD on my Mt. Gox account. Thankfully for you, while I am a piece of shit, I am not the biggest piece of shit, so I will give you your USD back; if I didn't use your code I figured someone else would have but, you know, not given the money back.

Although I don't know how to send money on Mt. Gox directly to another person, so someone tell me how to do that? Or I could trasnfer it via paypal? I dunno, whatever works for you, just didn't want you to have the same thing happen to you that I presume happened to me (although for about 4x as much :/).

PM me your info and we can resolve this.

Edit: Just found out I can generate a Mt. Gox code and just give that to you, so just PM me your email (figure that is more secure, but if you just want it here let me know), and I will generate a code (two actually since I just made one for $1 to test) and send it on over to you.

Please do nto redeem other people's codes.  It adds more work for us and keeps us from resolving more issues.  Thanks!

-BitInstant Support