Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

My issue has been resolved and my funds received in my MtGox account. Thanks a lot for the help URSAY!

4/6 ISSUE RESOLVED! 

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[earthwormjim1]

I emailed charlie and he responded very promptly and honored the exchange rate at the time of my quote.  transaction cleared. all smiles now.  Thanks for making everything right in the end guys.

[URSAY]

Update:

I just received the funds to my Blockchain.info account. However, the rate is the current rate and not the rate at which I purchased. I placed the buy order April 7, at 4:15p Eastern. Price should have been at about $161, meaning I should have received somewhere around 1.78881987 instead of the 1.46991352 I received. I put in $300, less the fees (will I receive a refund?), so about $288.

Thanks for getting me this far, like you say one step at a time. But what's next? Thanks URSAY

Ticket from 4/8 closed.  Ticket opened for 4/9.  

[URSAY]

funds came through to my mtgox account. thank you.

Another 4/8 issue RESOLVED. 

[URSAY]

Just got my funds!!  THANK YOU SO MUCH!!!

Removed from 4/9 support list.  Cool! 

[URSAY]

URSAY,

Are we stuck with the rate when it finally came through, or will we be credited additional coin to compensate for the fees and the time lapsed from when the rate has changed?

You've already opened a ticket on this for 4/9.  They will do their best to resolve your issue.  Thanks! 

[URSAY]

Hi Ursay,

I sent an order earlier today and haven't seen it processed yet.  Is there any chance you could send it through?

Order ID: 4f79310c-451a-41be-a76b-1f8eb7fbfcf8

Thanks,
Justin

Ticket opened for 4/9.  Thanks! 

[URSAY]

Hi Ursay,

At what point tonight should I expect to see my funds show up in BTC-E?

Order ID   dbdd93f3-93e6-4b9c-9d8c-6e4ec5b7ab4e
Quote ID   433408cf-3de5-4076-ad21-da582ebaf708
Event ID   36330314-dc46-49eb-81f8-749d063451a7

Thank you for your help.

Your issue was escalated on 4/8.  Please be patient while we look into your issue.  Thanks. 

[URSAY]

I got mine yesterday as promised, but not at the correct exchange rate. Still, thanks again URSAY. Unfortunately, now I'm having problems with Bitfloor. Ugh.

Welcome to Bitcoin.  Do you want me to open another ticket for you?  Please provide info like what you received and what you expected.  Thanks! 

[URSAY]

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

I am adding you to the 4/9 support list.  Thanks for your patience! 

[arkaideman]

has been over 24 hours since moneygram for mtgox deposit was sent.

quote id: 549c7f7e-e181-4197-ac98-948f71991aa4
event id: 034ed0da-79ad-46d5-bbad-0b22d7d55ab0
zipzap account #: 925019432

Are you asking me to escalate a support issue or have you already been logged?  Thanks! 

i haven't been logged or anything so yea i'd like to "escalate a support issue"

[URSAY]

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

New issue opened for 4/9.  Thanks. 

[URSAY]

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?

Every situation is different and we are dealing with major back log so I can't provide any ETA.  Sorry.

[aqrulesms]

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?

Every situation is different and we are dealing with major back log so I can't provide any ETA.  Sorry.

Thanks for the great support! I just received my money into my MtGox account. All went smooth and now I just bought my coin.

How is the backlog doing? I hope you guys resolve all your issues. When this happens I will be a repeat customer 

[URSAY]

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.

You are on the support list for 4/9.  Thanks. 

[URSAY]

I am so FRUSTRATED with this situation. It's been 5 days. I have tried contacting bitinstant thru customer support, on facebook, this forum, and I went to MtGox for help. This is probably one of the worst customer service experiences I have ever had. And no one will get back to me!

This is what I received from bitinstant:

Hey there,
This is to notify you that your order has been updated, please find the details below:

We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order

OrderID: a1908995-0792-4ec2-858d-8fe836611a11
EventID: ef781f82-aab0-484d-ae51-ad6197a189a8
DestAccount: M48334309X
QuoteID: bb77eb5f-f72e-48ec-b97b-6e7cc32aa770
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365025434.47
APIResponse: MTGOX-USD-DEKGH-WHPS7-PK63G-65BBA
FundsSent: $120.0125 USD

Next I get an email from MtGox saying I had been issued a coupon code. I tried to use it, it comes back as "This code cannot be redeemed (non existing or already used.

MtGox kindly informs me: I have a support ticket from MtGox that has been closed:

Your request (#66670) has been marked as solved, pending closure. Should you believe that your request has not been adequately addressed and wish to postpone closure, or should you wish to review or comment upon your request, please follow the link below:
http://support.mtgox.com/tickets/66670

And then this:
Hello,

It looks like they send you a redeemable code of MTGOX-USD-DEKGH-WHPS7-PK63G-65BBA

Please redeem the Mt.Gox redeemable code back into your account by copying the code. Then, login and select the Funding options menu. After that, please select the Add Funds page and select Mt.Gox Redeemable Code under the drop-down menu. Paste the code into the box and click redeem. The funds should appear back in your account. If the code does not work, please contact Bitinstant at support@bitinstant.com or https://bitcointalk.org/index.php?topic=128314.2760;topicseen

WHAT AM I SUPPOSED TO DO NOW??? ANYONE???

You are on the 4/6 support list.  We are aware of your situation and looking into it.  Please be patient. 

[URSAY]

URSAY,
Why are you so dope?
Seriously tho, thank you for the help and basically being on here all the time. I plan on using bitinstant again, on friday when i get paid. Should I expect a wait, or are you guys still back logged? The first time I used you guys I had my funds before the lady put the money in the til. No joke.

Thanks man.  I get beat up all day. 

But the words of encouragement are nice to hear.  We are working really hard to make things better for you guys.  I just wish we could roll out all of the new features faster.

Surprise on Friday???   

[eldon111]

I sent USD from a Mt Gox coupon to my paypal account 2 days ago and haven't yet received the funds.
I received a 'confirmation' email with this information:

OrderID: 685358d4-20e3-46a1-a2b2-005384e737d9
EventID: 650e435a-be63-410f-9a68-e03c4f0c037f
...
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365237939.13
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $113.072 USD

Please get this transaction sent through.
Thank you

[shadumdum]

UPDATE: MY 4/8 ISSUE HAS BEEN RESOLVED. I HAVE RECEIVED FUNDS INTO MY MTGOX ACCOUNT. THANK YOU URSAY FOR THE AMAZING CUSTOMER SUPPORT, YOU SIR ARE A GREAT MAN.

Now I would like to open up a new ticket regarding the price when I deposited my bitcoins. I did the deposit around 5:30 Central Time at CVS. The price of bitcoin at that point was somewhere around 150 - 160. I put in 480 (after fees for everyone). The current market price is 193. That is a total of 2.48 bitcoins.

At 155 (estimated cost at time of deposit), it would be a total of 3.1 bitcoins. This means that I am missing about .6 bitcoins. Here is an address where these can be deposited:

1PSXxuZo7znteU7D48LhTCezq51wg6ZmxP. Or it can be put directly into my mtgox account.

Please let me know if there is anything else you eed!

[URSAY]

URSAY,
Why are you so dope?
Seriously tho, thank you for the help and basically being on here all the time. I plan on using bitinstant again, on friday when i get paid. Should I expect a wait, or are you guys still back logged? The first time I used you guys I had my funds before the lady put the money in the til. No joke.

Sorry I'm tired...

...didn't even answer your question.

Success of your transaction depends on many factors.  What service you are using, if you make any errors, if everyone that we need to process your order is up and running, etc.  I did a transaction thru BitInstant this morning.  Sent $$$ to GOX for a test.  Worked for me.