Official Newbie BitInstant Support Thread (Active Customer Support)

[plutus]

Hey everyone!

I just got home from work and I'm back to serve you.

Just saw that new website too.  I won't mention the name.  Kinda bums me out that people don't wanna do their research about our history.  We are one of the few Bitcoin businesses that HAS a history.  Charlie wants to do everything to make you guys happy and feel like you aren't getting scammed.  Issues take time.  We do our best to manage everything.  We are trying even harder to add the right people to staff that understand Bitcoin.  That's not easy.

So do me a favor.  When we solve your issue, post something positive for us on that other site.  

We're here...7 days a week...working to help Bitcoin run smooth.  Many of you already know that but have no reason to post in this thread!

Thanks!  

Tried to post about my experience on there, but big surprise I was instantly banned for life for attempting to post something that didn't fit with the message they want to convey. Thanks again for the help on my order btw, and still looking forward to BTC-e cash out options *hint hint* =-)

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[URSAY]

I finally received my bitcoins, or so I thought.
I did not receive them at the rate at which I purchased them at the time, AND I didn't get all of them.
I can't believe Bitinstant still expects me to pay for the 'service' which they provided.

d0d8ea70-dffb-44c1-bed6-b3c4596bebcf is my quote ID

Would you like me to open a support ticket?

Please explain what you received and what you expected.  Thanks! 

[URSAY]

It's been over 24hours since ZipZap sent confirmation, but I haven't received the funds to my MtGox account.

Anyway to get support if I don't have the Order ID? I have all the information from the ZipZap transaction.

ZipZap Account: 785663675

You have been added to the 4/9 support list.  Thanks for your patience. 

[vitaslayer1212]

hi I have used your serive before and so far so go.But today I did tranaction of 203.95 and got the confirmation from zipzap it went throught but have not receive notify message by email  of direct deposit into my MTGox account happening.Usually it come 1 mintue after the zipzap tranaction message but its been almost4 hours.Just want to be sure this is normal.

zipzap account#452294721

[Protagonus]

Hello URSAY,

I wanted to confirm that I DID RECEIVE MY BITCOINS.  Thank you very much for pushing the support ticket through.  Sure I had a difference in what I was supposed to get 165 at quote time and 195 rate on what came through.  I know you guys are busy so I won't bother with the difference.

Thanks for the support!

[URSAY]

I just got a reply to an e-mail I sent to Charlie yesterday regarding a transaction that didn't go through. He sent me a new MtGox coupon code, but it was only for the original amount ($95) which was the price of 1 BTC back on March 28, the date of the original transaction. I've sent him an e-mail requesting the difference.

URSAY - I guess you can take me off the 4/8 list.

Thanks Charlie/Yankee and URSAY

Would you like me to open a new support request?  I want you to feel happy about using BitInstant.  

[Panzerknacker]

URSAY,

It looks like the bitcoins have finally shown up in my wallet. However I would like to open up another ticket as the bitcoins I received are about half the amount I was expecting. I don't think the bitcoins reflect the market price at my time of purchase, also I am under the impression per the BitInstant website that the fees would be waived due to the wait as well. PM me if you have any questions or need anymore information. Thanks...

I'm having the same problem but I feel like I'm being ignored.

Yeah that seems to be the case with everyone with this problem.

[URSAY]

If i was just depositing money into mt gox to then later bid on and buy btc then am i getting a btc coupon for the amount of money i deposited against the price of btc at that time?

Your question is actually more complex then you may realize.  This is very difficult to answer and depends on so many factors...or maybe I'm not understanding the question?

[URSAY]

URSAY / Charlie,

Thank you both for the quick turnaround on my issue. I just received my coins but they were not at the market value when i originally processed my order. I was given 2.487 coins. The price at the time of purchase was ~$156.00. In total i should have received 3.07 coins. Please open a ticket requesting the missing 0.583.


Quote ID   88e24363-b1ae-401e-a24a-4d6d94e8d37a
Event ID   d3512565-7fc8-4d39-aa12-ad9d0c20a555

zipzap accnt # 356314062

New ticket opened on 4/9 support list. 

[Singlebyte]

Ursay,

I would like you to open a new ticket for me once you catch up on everyone else's issues.  I received my coins at around $189 dollars instead of the $153 rate on Saturday when I placed my order.  Take a look at my info and see what you can do since the owners said they would make everyone "right".  You have my information from prior posts and I was on the 4/7 list.

Thanks

[URSAY]

This is regarding order 465a70f6-7416-4ab8-a60b-ed1b2215c86e

This is my first time using BitInstant and Coin to mail.

I used MoneyGram to wire in 203 bucks.

I received the confirmation email from ZipZap and then from you guys saying you transferred ~$192 to coinapult.

I received the coinapult email and it said I had $0

I'm panicking and I really needed the bitcoin hours ago.

Where did my funds go?

Your funds are safe.  Can you offer me some order info so I can look up your issue?  Thanks! 

Hi Ursay--
Thanks for the reply.  I am panicking a little as this is my first time.  Sorry for all the blowup you're on the receiving end of due to the media explosion on BitCoin.  I sent you a private message with all the info you should need... I wasn't super comfortable with posting my email addy and such on the open forum.

Thanks!

Thanks for your post.  I will get to my PMs later tonight and you will end up on the 4/9 support list.  

[URSAY]

any luck on mine? went through zip zap

Quote ID    c5c31bbb-478e-4c5c-865f-cc98cfb6786b
Event ID    00443194-f318-4463-a95c-a0b27644605b
account #: 858617483
amount: 403.95

says "order completed" but payment was never recieved

edit: just wanted to say thanks for working hard to fix this!

You are on a support list for tomorrow.  Thanks. 

[smfuser]

Quote ID: d6aac7db-867f-471a-99c8-5de5eabacb86

ZipZap to Mt. Gox, stuck at "MTGox Order Loading".
...

Added to 4/8 support list. 

I appreciated the prompt confirmation above, but I still haven't heard anything else since then about my issue.
Can you please tell me approximately how soon I should expect a further response?

[URSAY]

Anyone that used zipzap and gave me their zipzap #s...

I am about to resend your orders thru manually.  I find this can resolve the issue in some cases.  However, not all cases are resolved in this way and I will need to forward zipzap issue with further problems up the chain.  I will post a list of people that have been pushed thru manually in a moment.

I don't know if you saw my last post, but I am very unhappy.
842767311 ZipZap.

You are on the support list for 4/7.  Thanks for your patience.  

[URSAY]

Hello URSAY,
I have not received any emails or anything,
and there is no money added to my GOX account.
Responding to your question if my issue was resolved or not

Ok thanks we will continue working on it. 

[URSAY]

Anyone that used zipzap and gave me their zipzap #s...

I am about to resend your orders thru manually.  I find this can resolve the issue in some cases.  However, not all cases are resolved in this way and I will need to forward zipzap issue with further problems up the chain.  I will post a list of people that have been pushed thru manually in a moment.

My zip zap payment:

Amount to Pay: $203.95
Account Number: 559081534

Transfer confirmation

OrderID: 465a70f6-7416-4ab8-a60b-ed1b2215c86e
 EventID: ccb6a4cc-faf5-4ac2-933e-a916cd14592d
 DestAccount: (withheld)
 QuoteID: e27d1b2a-5c80-425d-a042-d49e9a41b6b5
 User: SYSTEM
 DestExchange: coinapult
 eventtype: Order executed
 EventSentAt: 1365441817.58
 APIResponse: {'Transaction_id': u'5162fca13fa78d7e63353e19'}
 FundsSent: $192.02 USD



I got the $0 receipt from Coinapult.

You have been added to the 4/9 support list.  Thanks for your patience! 

[shadumdum]

Hello Bitinstant support!

I, like many others, am having an issue with my coins being transferred through bitinstant. I deposited the money at a local cvs around 3 hours ago, and I have received nothing at this point. I understand that I may not be on the list for the rest of today, but I would greatly appreciate it if this could be resolved soon!

Here is some information:

Quote ID: 4b4e1c07-f38a-4ac3-b5ff-caf09c11c8b0
Event ID: 773996b0-a97b-4afb-8ce9-fb21f66f534d

I see that you have now added the support list for 4/7, so I understand if it takes a little while, I just want to make sure that my issue is noticed by someone. Thanks!

I was on the 4/8 list, and I still haven't seen anything in my account, and I still haven't gotten an email. I know that the people who provided the zipzap numbers were already fixed, but I did not give you that information, so I am still a little unsure as to what the status of my order is. Please let me know if you need anything else from me!

Also, I thank you for working from home! It is so great to see caring customer service reps.

[URSAY]

Ursay,

I'm already on the list but I managed to get my order ID.
19452321-a648-4ada-8500-0fef7a9ac157

Stuck on the mt.gox loading phase.

If I went ahead and did another cash deposit whats the chances of it failing? 50/50 5% rough estimate is fine.

Thanks for the support,
iNormalize

Depends on which type of transaction you use and if you are using it correctly.  I used GOX cash deposit to my GOX acct. this morning and it was INSTANT.  No joke.  My second transaction I couldn't get past Moneygram...I'm waiting on them for an issue.  It's not ALWAYS US. 

[ScrapOfCat]

Hi Ursay,

I'm on the support list for 4/8.  The transaction went through and I received some coins, so that issue is resolved.  Thanks for the help!

However, the amount of coins I received is less than the amount expected.  Here are the details:

Quote ID is: b8c74966-1815-4fdb-acd0-235b21c8e0dc
Event ID is: 8f44a25b-d328-4fcd-975f-502e98b9da1e
ZipZap Account #: 786120840
Total amount paid: USD $503.95
Total amount to be applied to purchase: USD $480.05
Payment Date: April 7, 2013
Payment Time: 9:08 am US mountain time (UTC 3:08 am)
highest MTGox weighted price on  April 7, 2013 between UTC 3:00 am and UTC 5:00 am: $144.43

Bitcoin Purchased: $480.05/$144.43 = 3.32375545
Bitcoin received: 2.46140774 at a price of $195.03
Difference: 0.86234771

Please put me on the next support list for this new issue, and thanks again for your efforts.

[URSAY]

Anyone that used zipzap and gave me their zipzap #s...

I am about to resend your orders thru manually.  I find this can resolve the issue in some cases.  However, not all cases are resolved in this way and I will need to forward zipzap issue with further problems up the chain.  I will post a list of people that have been pushed thru manually in a moment.

I did not post my ZipZap info in earlier posts.  Here it is:

Account Number: 907615835

And here is the other information:
Quote ID   59941382-8236-4462-94d8-c7b687872612
Event ID   3ff601b0-d8e3-4df5-868b-71250fdfb9fb

Thanks

Thanks for the extra info!