Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Quick question, I paid for my btc on the 2nd of April when prices were a good bit lower than they are now, am I going to receive the amount of bitcoins based on the price when I paid?

Yes I believe your purchase price in this case is locked in. 

[1714740080]

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[URSAY]

Updated list.

gbf4ever / noname6520 / archimediate / Frostasus / Jge66 / kal31doscope / fallingupwards / Joerg / yellowbellypig / Striker007 / JayTease / FYourself / needbitcoinhelp / ArthurianLegend / illch / andrewb / Ace. / ericablabla / rzero / jtheboss95 / dimasmjunior / J0B00 / Severian87 / gauchopuro / btlmermaid / whoiscasey / jankins

I am keeping detailed notes regarding everyone listed above.  Please if you need to be added to this list PM me. 

[mercurial]

4 days since "ticket" opened and still no refund. Why do you ignore my e-mails and PMs BitInstant? If you continue to ignore me and I do not get a refund soon, you might want to familiarize yourself with United States Federal Law, particularly:
18 U.S.C. § 1343 provides:

    Whoever, having devised or intending to devise any scheme or artifice to defraud, or for obtaining money or property by means of false or fraudulent pretenses, representations, or promises, transmits or causes to be transmitted by means of wire, radio, or television communication in interstate or foreign commerce, any writings, signs, signals, pictures, or sounds for the purpose of executing such scheme or artifice, shall be fined under this title or imprisoned not more than 20 years, or both. If the violation affects a financial institution, such person shall be fined not more than $1,000,000 or imprisoned not more than 30 years, or both.[3]

I would like to see you try to ignore the Federal Prosecutor I will be contacting if this is not resolved.

In addition, being a Money Services Provider operating within the United States (specifically NYC), you are under the jurisdiction of the United States Department of the Treasury's Financial Crimes Enforcement Network (FinCEN).
"In addition, a person is an exchanger and a money transmitter if the person accepts such de-centralized convertible virtual currency from one person and transmits it to another person as part of the acceptance and transfer of currency, funds, or other value that substitutes for currency."

There is evidence that BitInstant has been selling Bitcoins without funds in their MTGox account.
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}

Even though BitInstant knew or should have known they did not have funds they continued to accept payments on their website.

If this is not resolved by Monday I will be starting a new investigative thread to see just how many people BitInstant has ignored. I do not buy the argument that they need lots of time because of the number of victims. They could have stopped taking money from people when they were made aware of the problem and quit making false representations.

I await your response BitInstant, and you can either fix this or ignore me more and see what happens.

[yellowbellypig]

Quick question, I paid for my btc on the 2nd of April when prices were a good bit lower than they are now, am I going to receive the amount of bitcoins based on the price when I paid?

Yes I believe your purchase price in this case is locked in. 

alright cool thanks

[URSAY]

4 days since "ticket" opened and still no refund. Why do you ignore my e-mails and PMs BitInstant? If you continue to ignore me and I do not get a refund soon, you might want to familiarize yourself with United States Federal Law, particularly:
18 U.S.C. § 1343 provides:

    Whoever, having devised or intending to devise any scheme or artifice to defraud, or for obtaining money or property by means of false or fraudulent pretenses, representations, or promises, transmits or causes to be transmitted by means of wire, radio, or television communication in interstate or foreign commerce, any writings, signs, signals, pictures, or sounds for the purpose of executing such scheme or artifice, shall be fined under this title or imprisoned not more than 20 years, or both. If the violation affects a financial institution, such person shall be fined not more than $1,000,000 or imprisoned not more than 30 years, or both.[3]

I would like to see you try to ignore the Federal Prosecutor I will be contacting if this is not resolved.

In addition, being a Money Services Provider operating within the United States (specifically NYC), you are under the jurisdiction of the United States Department of the Treasury's Financial Crimes Enforcement Network (FinCEN).
"In addition, a person is an exchanger and a money transmitter if the person accepts such de-centralized convertible virtual currency from one person and transmits it to another person as part of the acceptance and transfer of currency, funds, or other value that substitutes for currency."

There is evidence that BitInstant has been selling Bitcoins without funds in their MTGox account.
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}

Even though BitInstant knew or should have known they did not have funds they continued to accept payments on their website.

If this is not resolved by Monday I will be starting a new investigative thread to see just how many people BitInstant has ignored. I do not buy the argument that they need lots of time because of the number of victims. They could have stopped taking money from people when they were made aware of the problem and quit making false representations.

I await your response BitInstant, and you can either fix this or ignore me more and see what happens.

If you see the post just above you will find that I am directly working with individuals on their transactions.  If you PM me your details I can keep you updated and give you an idea of what is happening.  Thanks for your understanding.  

-BitInstant Support

[rstephe]

It is now 5 days since I placed my order, and the only progress I've seen since 4/1 is Thursday's addition to the status:
  Thu Apr 4 01:25:28 2013   3048297c-3725-4c69-8673-d18833780a72   MTGox Order Loading

My order id is da438371-f7af-4602-a36c-5036744cf3da.  I would appreciate a reply with meaningful information about when I will get my bitcoins, and how many.  One hour after I placed my trade, at the time by which BitInstant promised delivery, mtgoxUSD was about $105 and my $500 should have bought 4.76 BTC.  I'd also appreciate a clear explanation why a promised hour delay is becoming a week.

[URSAY]

Quick question, I paid for my btc on the 2nd of April when prices were a good bit lower than they are now, am I going to receive the amount of bitcoins based on the price when I paid?

Yes I believe your purchase price in this case is locked in. 

alright cool thanks

I just tried sending your order thru our system again so you may see some action but I'm keeping your ticket open until I hear from you that it's resolved.  Thanks! 

[mercurial]

4 days since "ticket" opened and still no refund. Why do you ignore my e-mails and PMs BitInstant? If you continue to ignore me and I do not get a refund soon, you might want to familiarize yourself with United States Federal Law, particularly:
18 U.S.C. § 1343 provides:

    Whoever, having devised or intending to devise any scheme or artifice to defraud, or for obtaining money or property by means of false or fraudulent pretenses, representations, or promises, transmits or causes to be transmitted by means of wire, radio, or television communication in interstate or foreign commerce, any writings, signs, signals, pictures, or sounds for the purpose of executing such scheme or artifice, shall be fined under this title or imprisoned not more than 20 years, or both. If the violation affects a financial institution, such person shall be fined not more than $1,000,000 or imprisoned not more than 30 years, or both.[3]

I would like to see you try to ignore the Federal Prosecutor I will be contacting if this is not resolved.

In addition, being a Money Services Provider operating within the United States (specifically NYC), you are under the jurisdiction of the United States Department of the Treasury's Financial Crimes Enforcement Network (FinCEN).
"In addition, a person is an exchanger and a money transmitter if the person accepts such de-centralized convertible virtual currency from one person and transmits it to another person as part of the acceptance and transfer of currency, funds, or other value that substitutes for currency."

There is evidence that BitInstant has been selling Bitcoins without funds in their MTGox account.
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}

Even though BitInstant knew or should have known they did not have funds they continued to accept payments on their website.

If this is not resolved by Monday I will be starting a new investigative thread to see just how many people BitInstant has ignored. I do not buy the argument that they need lots of time because of the number of victims. They could have stopped taking money from people when they were made aware of the problem and quit making false representations.

I await your response BitInstant, and you can either fix this or ignore me more and see what happens.

If you see the post just above you will find that I am directly working with individuals on their transactions.  If you PM me your details I can keep you updated and give you an idea of what is happening.  Thanks for your understanding.  

-BitInstant Support

I sent you yet another PM, please don't lose my info again.

[URSAY]

It is now 5 days since I placed my order, and the only progress I've seen since 4/1 is Thursday's addition to the status:
  Thu Apr 4 01:25:28 2013   3048297c-3725-4c69-8673-d18833780a72   MTGox Order Loading

My order id is da438371-f7af-4602-a36c-5036744cf3da.  I would appreciate a reply with meaningful information about when I will get my bitcoins, and how many.  One hour after I placed my trade, at the time by which BitInstant promised delivery, mtgoxUSD was about $105 and my $500 should have bought 4.76 BTC.  I'd also appreciate a clear explanation why a promised hour delay is becoming a week.

Thanks again for the info!  I'm looking into it!  I'm really sorry for the delay and I will make sure we take care of you.  Thanks for your patience.  

[yellowbellypig]

Quick question, I paid for my btc on the 2nd of April when prices were a good bit lower than they are now, am I going to receive the amount of bitcoins based on the price when I paid?

Yes I believe your purchase price in this case is locked in. 

alright cool thanks

I just tried sending your order thru our system again so you may see some action but I'm keeping your ticket open until I hear from you that it's resolved.  Thanks! 

Nothing new as of now, but Im going to go shower and run to the store, hopefully by the time I return I'll have some good news to report to you.

Thank you again for your help URSAY.. very much appreciated.

[glt512]

OrderID: 125f5066-8fe8-4eb7-80af-a833b1890fd8
EventID: 680dd9bc-1e95-4b52-b8a8-c44416ca8397
DestAccount: 01528
QuoteID: cec6ea2d-3ed2-4b17-a403-d36dbf992f53
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365275518.29
APIResponse: {"error": {"amount": ["You have only $-47.04 available. Check your account balance for details."]}}
FundsSent: $240.025 USD

here's my info. haven't received any money in my bitstamp account. I already sent an email. I tried to pm you, but I honestly couldn't find a button to do that on this poorly designed forum.

[URSAY]

OrderID: 125f5066-8fe8-4eb7-80af-a833b1890fd8
EventID: 680dd9bc-1e95-4b52-b8a8-c44416ca8397
DestAccount: 01528
QuoteID: cec6ea2d-3ed2-4b17-a403-d36dbf992f53
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365275518.29
APIResponse: {"error": {"amount": ["You have only $-47.04 available. Check your account balance for details."]}}
FundsSent: $240.025 USD

here's my info. haven't received any money in my bitstamp account. I already sent an email. I tried to pm you, but I honestly couldn't find a button to do that on this poorly designed forum.

To help you with the forums...

Check under the user name of the person posting and you should see a little bubble icon.  Rollover that icon and it should say personal message (IF the users prefs allows PMs). 

I've added you to my list.  Thanks for your info.  We will be back with you when we have more info!

-BitInstant Support

[glt512]

OrderID: 125f5066-8fe8-4eb7-80af-a833b1890fd8
EventID: 680dd9bc-1e95-4b52-b8a8-c44416ca8397
DestAccount: 01528
QuoteID: cec6ea2d-3ed2-4b17-a403-d36dbf992f53
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365275518.29
APIResponse: {"error": {"amount": ["You have only $-47.04 available. Check your account balance for details."]}}
FundsSent: $240.025 USD

here's my info. haven't received any money in my bitstamp account. I already sent an email. I tried to pm you, but I honestly couldn't find a button to do that on this poorly designed forum.

To help you with the forums...

Check under the user name of the person posting and you should see a little bubble icon.  Rollover that icon and it should say personal message (IF the users prefs allows PMs). 

I've added you to my list.  Thanks for your info.  We will be back with you when we have more info!

-BitInstant Support

thank you very much, I was very frustrated in trying to find the pm button.

[Frostasus]

Hello URSAY, Nice to see the list, is there anything I can do on my end to speed things up?

Order# 927b5899-9330-40ae-a8e9-318fd42a322 

Quote ID ceef353a-b5bc-4318-85f8-7b66643f95ff

Event ID 363448b3-67d9-44c4-a049-233cef16952a

Wed Apr 3 04:42:18 2013

[OpenYourEyes210]

I need to be added to your list URSAY. I've been waiting for my missing funds to be refunded or put into mtGox since page 104 of this thread. It's been way too long! Don't know why I'm not on your list as I've been patiently waiting for close to 2 weeks now but please get someone looking into my case. Thanks

OrderID: 237a4342-ea13-4249-8406-5b98fbf1341c

[URSAY]

4 days since "ticket" opened and still no refund. Why do you ignore my e-mails and PMs BitInstant? If you continue to ignore me and I do not get a refund soon, you might want to familiarize yourself with United States Federal Law, particularly:
18 U.S.C. § 1343 provides:

    Whoever, having devised or intending to devise any scheme or artifice to defraud, or for obtaining money or property by means of false or fraudulent pretenses, representations, or promises, transmits or causes to be transmitted by means of wire, radio, or television communication in interstate or foreign commerce, any writings, signs, signals, pictures, or sounds for the purpose of executing such scheme or artifice, shall be fined under this title or imprisoned not more than 20 years, or both. If the violation affects a financial institution, such person shall be fined not more than $1,000,000 or imprisoned not more than 30 years, or both.[3]

I would like to see you try to ignore the Federal Prosecutor I will be contacting if this is not resolved.

In addition, being a Money Services Provider operating within the United States (specifically NYC), you are under the jurisdiction of the United States Department of the Treasury's Financial Crimes Enforcement Network (FinCEN).
"In addition, a person is an exchanger and a money transmitter if the person accepts such de-centralized convertible virtual currency from one person and transmits it to another person as part of the acceptance and transfer of currency, funds, or other value that substitutes for currency."

There is evidence that BitInstant has been selling Bitcoins without funds in their MTGox account.
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}

Even though BitInstant knew or should have known they did not have funds they continued to accept payments on their website.

If this is not resolved by Monday I will be starting a new investigative thread to see just how many people BitInstant has ignored. I do not buy the argument that they need lots of time because of the number of victims. They could have stopped taking money from people when they were made aware of the problem and quit making false representations.

I await your response BitInstant, and you can either fix this or ignore me more and see what happens.

If you see the post just above you will find that I am directly working with individuals on their transactions.  If you PM me your details I can keep you updated and give you an idea of what is happening.  Thanks for your understanding.  

-BitInstant Support

I sent you yet another PM, please don't lose my info again.

I didn't lose your info.  I've submitted a support ticket for you in the past.  The only thing that is changing is I am trying to become more personably accountable with your statuses by recording and handling your info in a different manner which allows me to work faster.  I am quite new to BitInstant and I am always trying to improve any processes I can to help you guys better.  Thanks for your understanding.  

[URSAY]

I need to be added to your list URSAY. I've been waiting for my missing funds to be refunded or put into mtGox since page 104 of this thread. It's been way too long! Don't know why I'm not on your list as I've been patiently waiting for close to 2 weeks now but please get someone looking into my case. Thanks

OrderID: 237a4342-ea13-4249-8406-5b98fbf1341c

No problem!

This is the deal people...

I used to record your user name and forward things up the chain.  If you are not on this new list then you still may have a ticket open.  I didn't lose your info and our team is still working on your issues.

As I become more savvy with the BitInstant systems I am able to look up your issues myself and try to solve them or offer more relevant info to the people who CAN solve your issue.  I am trying to be more personally accountable with your support issues so my new list records more details which allows me to give you an actual status instead of just escalating a ticket.

So I'm adding you to the new list OpenYourEyes.  I can tell you right off the bat that you were issued a Gox code.  I'm assuming it is expired now?  If this is the case then we will have to push it thru manually and I am preparing a nice list for the other support agents regarding these manual push throughs. 

P.S.  BitInstant support is not run from "lists".  LOL.  We have wonderful support software, databases, etc. which I am slowly becoming more integrated with.  One step at a time...

[ArthurianLegend]

New list.

gbf4ever / noname6520 / archimediate / Frostasus /Jge66 / kal31doscope / fallingupwards / Joerg / yellowbellypig / Striker007 / JayTease / FYourself / needbitcoinhelp / ArthurianLegend / illch / andrewb / Ace. / ericablabla / rzero / jtheboss95 / dimasmjunior / J0B00

Thanks guys.  

Fixed, scratch me off your list! Thankyou guys for the help!

[yellowbellypig]

No action as of yet 

[CBRF4I]

Hi bitinstant support,

I've ordered BTC from bitinstant 5 times in the past couple weeks.  The first 4 transactions were successful.  The 5th transaction seems to have failed even though cash payment was made.  These things happen. 

I sent a message via the bitinstant website but have not yet received response.  I understand you're backlogged.  And I'm impressed with your patience with some of the less than polite customers on the forum.

I'm posting to the forum because all I'm looking for is a "got you, we're looking into it," and this seems to be place to get that.  Maybe get myself added to the "list." 

I did not receive an order confirmation email from bitinstant for the 5th order, and I neglected to copy the order information from the screen, so unfortunately I do not have a bitinstant OrderID for the failed order.  I did however receive a confirmation email from ZipZap after making my cash payment at the local CVS.  So there is proof funds were sent.

Here are my four immediately previous successful orderIDs:
OrderID: 66ade907-4384-4128-b14d-26093cd99a06
OrderID: 3679c608-7ac8-4d3e-b3b0-ef5df1474399
OrderID: 408cd387-f024-4bd2-b887-cfedc5c425bc
OrderID: def03095-3353-4631-a491-ea29e9da02fb
I used the same name and email address on all five orders so hopefully from this information you can track down the failed order.  Also the payment address for the failed order was 19epCWs6HrEri3ZfkaCZ3j2S43XMHWyYzw. 

I'll take BTC or fiat refund, doesn't matter.  But the sensible thing for me to do is wait until this is resolved before I can resume purchasing BTC via bitinstant, so I'm kind of dead in the water with bitinstant until this is resolved. 

Thanks!