Official Newbie BitInstant Support Thread (Active Customer Support)

[nonames456]

Moving to finalize 4/9 escalations.  This means I will need to do other things besides posting here every 30 sec.  I will be back in a bit.

Thanks for all of your hard work.

[na_krul]

hi there, a noob question: i want to use BitInstant to buy some coins, but am nervous because of recent apparent problems. are these problems related only to transfers to MtGox? i want to transfer directly to marketplace address. will that go through quickly?

i have looked at many alternatives, but because of where i live my bank choices for cash deposit are very limited, and BitInstant provides best option for me, and hopefully in reasonable time frame. but if it is more then a few days I will try other options.

thanks!

In no case! They are scammers!

[trevorj]

Ok, thanks for pushing my transaction through, URSAY.

I do however have a problem now.

My records of bitcoins I should have received is not aligned with how many I did in the end. I made the bitinstant order on Thu Apr 4 07:28:03 2013,
The order was eventually pushed through on Tue Apr 9 01:01:53 2013. This means I am missing a rather large amount of what I should of received on the 4th.

What to do about this?

[Ace.]

Hey there,

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


Thank you for your transfer to PayPal


OrderID: 83e9b1a7-e3bc-4ce5-ad65-3289a566b8f3
EventID: 7dbddf7e-3a30-4872-b2ae-3753d92cfd90
DestAccount: ace@c0dereality.com
QuoteID: aa0836b6-ca26-459b-ad7a-244e48f0289c
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365024564.27
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $110.21563712 USD



If you have any questions, feedback or need some help, please do not hesitate to contact us!
support@bitInstant.com
Telephone: 1.716.712.4846
Fax: 1.347.223.5251

Feedback is important to us, please leave us a 2 minute review!
http://www.resellerratings.com/store/survey/BitInstant

Thanks!

The team @ Bitinstant.

Dear acepilot1023,

There has been a withdrawal from your Mt.Gox account:

Transaction reference: 9caba4ec-e5c2-4a94-b9f2-4a61eaab6ca5
Date: 2013-04-03 21:26:57 GMT
IP: 70.63.132.94

You can access your account history for more details.

Please contact us as soon as possible by replying to this email if you did not request this withdrawal.

Thanks,
The Mt.Gox Team

I requested a MtGox coupon to Paypal transfer and the order went through but I never received the paypal.

https://i.imgur.com/bLIu1go.png

The money was indeed withdrawn from the MtGox account: https://i.imgur.com/rskAsYX.png

In the email I received from Bitinstant it says: APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}

I think that your paypal account did not have enough funds to process the transaction at the time. That is just a theory, and since I have no further information thusfar, that is what I'm attributing it to.

If you have any need for more information or clarity, feel free to contact me. I will be around for a while.

Okay, I'm getting fed up with this. I have asked repeatedly about this and I have gotten nowhere. I have tried to be nice, encouraging other people to be patient, but this shit has to stop.

It's been almost a week and the only thing I've gotten is promises it will be looked into and a email for the ticket that was apparently opened for me saying processed on April 5, but I still dont have my money to this very day. https://i.imgur.com/oHH8tYt.png

URSAY said to PM him all the information if you wanted him personally to take care of your matter, and I promptly did. He replied that he would look into it. This was around 50 pages of this thread ago. A few days later (and no messages later...) I replied to the PM asking him if there were any updates and I get no response.

I'm onboard with opening a class-action lawsuit against Bitinstant. It seems this is the only way to get their attention. I will be contacting my attorney regarding this matter if I don't see a resolution rather soon. I am fed up with this.

I have not lost as much money to Bitinstant as some of you others have, but that doesn't change the fact that they cheated us out of our money.

I guess I will post this over and over again until you actually look at it because you seem to be replying to posts that were posted after I posted this, yet ignoring mine.

This is looking more and more like a ponzi scheme.

And still URSAY says nothing. At least defend the company you supposedly represent.

I can't always defend us because I would rather solve your support issues.  Surely that's what you would like, NO?

It is very much so what I would like. But ignoring a post doesn't solve support issues.

Please provide me with a Paypal transaction number if it was "processed". If you indeed processed it, this is a Paypal error and I should contact them to get it resolved.​

I can't post in the forum 24/7 or I will never actually get to helping with your issue.  Why is that so difficult to understand?  Already late escalating the 4/9 list because I am here reassuring you over and over.  I understand your frustration but surely you want to work WITH me and not AGAINST me???

Reassuring me over and over? You posted 2 things. The second one, I didn't want reassurance, I wanted information. Which still isnt provided.

I think that the people from before 4/9 probably should have a little more priority than the people before 4/9. Usually you do things in order, not 5 from one day and 7 from another. Their claims are just as important as mine, it's just I've been on the list for longer. As have quite a few others that are getting pushed to the back of the line.

[uncfan42204]

Please get me my money here is the order and account

Merchant order ID
562a8b0c-efe5-458e-9338-2e09332ae8a9
Customer account ID
898 403 852

[cea45]

FINAL 4/9 support list.  Please take note if you are on this list.  Thanks!  

Imaginer / ASICPool / Bjork / runarmyof1 / chowmein / pennyback / elitemom / Statesman / PC_Mobile / RandyVermillion / mwp (NEED MORE INFO) / fuue83 / justinpobrien / vitaslayer1212 / Singlebyte / ScrapOfCat / arkaideman / shadumdum / sugsmack100 / synergy7 / msiddiq / jack789 / Nonya Business / speshell1 / glasshouse / duquevalentino / cea45 / vitam / cubism4nerds / jasnlcas / mroth7684 / corvette77 / speakeasy1982 / Laughingman8 / Nachtwind / cubism4nerds / noname456 / Deadlock94 / Jross81 / mrbruceb

Anyone going forward with new issues will go on the list for 4/10.  We are working on ALL issues even if you have been waiting longer then others.  Thanks for your patience.  

Thank you for getting me on the list. What kind of notification will I get once my issue is resolved and my bitcoin is on the way?

You will receive your order via your wallet or whatever deposit method you chose.  Thanks! 

Thanks for your response and hard work URSAY....hopefully my issue will be resolved soon 

[ormrotter]

OrderID: bea9620e-f1e3-45ed-9dca-9548dc07a29a
EventID: e6d8e6af-f43b-442b-a11b-8e51d007a5ff
DestAccount: M24372891X
QuoteID: 7a23c122-becc-499b-934b-23e0a3bbd581

How may I help you?

My $$ is missing, this is my second post...443.95 up in the air, if I don't get the difference in btc rate our business is done once this resolved.

Read 4 posts above to answer your own question.  Thanks. 

When will my issue be resolved?

My post has gone unanswered, so I will ask again....when will my issue be resolved?

[xqr]

I think that the people from before 4/9 probably should have a little more priority than the people before 4/9. Usually you do things in order, not 5 from one day and 7 from another. Their claims are just as important as mine, it's just I've been on the list for longer. As have quite a few others that are getting pushed to the back of the line.

I've been waiting since 4/2 for my transfer to complete and so far nothing. I've posted my order id countless times along with a description of my problem, and even though I've received both PM and posts in this thread claiming my problem has been escalated I haven't seen anything.

Now I'm being told if I don't describe my problem theres nothing USELESSAY can do.

URSAY, you have my order id. You have my problem description. You've had it since 4/3. Where the hell is my transfer?

COMPLETE ORDER ID 3d08445a-1256-4a68-8086-da4cc88215a5 AND SEND THE COINS TO THE DESTINATION ACCOUNT 1D3D4B8GRZtCzGzPPXoAanRRsNALQ5VNz1! JESUS CHRIST!

[shadumdum]

Hey there,

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


Thank you for your transfer to PayPal


OrderID: 83e9b1a7-e3bc-4ce5-ad65-3289a566b8f3
EventID: 7dbddf7e-3a30-4872-b2ae-3753d92cfd90
DestAccount: ace@c0dereality.com
QuoteID: aa0836b6-ca26-459b-ad7a-244e48f0289c
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365024564.27
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $110.21563712 USD



If you have any questions, feedback or need some help, please do not hesitate to contact us!
support@bitInstant.com
Telephone: 1.716.712.4846
Fax: 1.347.223.5251

Feedback is important to us, please leave us a 2 minute review!
http://www.resellerratings.com/store/survey/BitInstant

Thanks!

The team @ Bitinstant.

Dear acepilot1023,

There has been a withdrawal from your Mt.Gox account:

Transaction reference: 9caba4ec-e5c2-4a94-b9f2-4a61eaab6ca5
Date: 2013-04-03 21:26:57 GMT
IP: 70.63.132.94

You can access your account history for more details.

Please contact us as soon as possible by replying to this email if you did not request this withdrawal.

Thanks,
The Mt.Gox Team

I requested a MtGox coupon to Paypal transfer and the order went through but I never received the paypal.

https://i.imgur.com/bLIu1go.png

The money was indeed withdrawn from the MtGox account: https://i.imgur.com/rskAsYX.png

In the email I received from Bitinstant it says: APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}

I think that your paypal account did not have enough funds to process the transaction at the time. That is just a theory, and since I have no further information thusfar, that is what I'm attributing it to.

If you have any need for more information or clarity, feel free to contact me. I will be around for a while.

Okay, I'm getting fed up with this. I have asked repeatedly about this and I have gotten nowhere. I have tried to be nice, encouraging other people to be patient, but this shit has to stop.

It's been almost a week and the only thing I've gotten is promises it will be looked into and a email for the ticket that was apparently opened for me saying processed on April 5, but I still dont have my money to this very day. https://i.imgur.com/oHH8tYt.png

URSAY said to PM him all the information if you wanted him personally to take care of your matter, and I promptly did. He replied that he would look into it. This was around 50 pages of this thread ago. A few days later (and no messages later...) I replied to the PM asking him if there were any updates and I get no response.

I'm onboard with opening a class-action lawsuit against Bitinstant. It seems this is the only way to get their attention. I will be contacting my attorney regarding this matter if I don't see a resolution rather soon. I am fed up with this.

I have not lost as much money to Bitinstant as some of you others have, but that doesn't change the fact that they cheated us out of our money.

I guess I will post this over and over again until you actually look at it because you seem to be replying to posts that were posted after I posted this, yet ignoring mine.

This is looking more and more like a ponzi scheme.

And still URSAY says nothing. At least defend the company you supposedly represent.

I can't always defend us because I would rather solve your support issues.  Surely that's what you would like, NO?

It is very much so what I would like. But ignoring a post doesn't solve support issues.

Please provide me with a Paypal transaction number if it was "processed". If you indeed processed it, this is a Paypal error and I should contact them to get it resolved.​

I can't post in the forum 24/7 or I will never actually get to helping with your issue.  Why is that so difficult to understand?  Already late escalating the 4/9 list because I am here reassuring you over and over.  I understand your frustration but surely you want to work WITH me and not AGAINST me???

Reassuring me over and over? You posted 2 things. The second one, I didn't want reassurance, I wanted information. Which still isnt provided.

I think that the people from before 4/9 probably should have a little more priority than the people before 4/9. Usually you do things in order, not 5 from one day and 7 from another. Their claims are just as important as mine, it's just I've been on the list for longer. As have quite a few others that are getting pushed to the back of the line.

URSAY, please correct me if I am wrong, but I am pretty sure that URSAY is only going through these forms and other forms of communication and creating ticket lists and escalating the issues to the correct people. He isn't the only man working on this. Patience is a virtue here. They are helping people. They have also said that you will get the number of bitcoins that you should have gotten at the time of your deposit, not when your order goes through. Yes, you will need to open up a new ticket, but they are working on it.

[jwest411]

Id agree with ace that I feel I should get priority over the 4/9 list. I saw a person from the 4/6 list yesterday, who had provided bad information. And I thought he should have been the first person served. To Ursay's credit, he was the first person served.

[iwmb]

I have been waiting on my bitcoins for about a week now, and I have tried emailing your support but I have not received any answer. I do not have a quote ID or order ID, but I do have my ZipZap order number. The payment went through ZipZap 6 days ago but I have not received my bitcoins yet.

ZipZap Account #: 165550187

[jwest411]

URSAY, please correct me if I am wrong, but I am pretty sure that URSAY is only going through these forms and other forms of communication and creating ticket lists and escalating the issues to the correct people. He isn't the only man working on this. Patience is a virtue here. They are helping people. They have also said that you will get the number of bitcoins that you should have gotten at the time of your deposit, not when your order goes through. Yes, you will need to open up a new ticket, but they are working on it.
[/quote]



how do i make this new ticket? Can i do that now or do i wait to do that?

[Luckybit]

Has ursay (or any other bitinstant employee) actually resolved a single problem on this thread? All I see is replies saying their problem has been escalated; I've yet to see anyone post saying their issue was resolved.

Is bitinstant actually solving issues? Or are they just stalling while they "escalate" the problems?

Like everyone else on this thread - I'm waiting for my coins (or money back). I am pissed off as anyone, I've left 5 voicemails, 100 e-mails... nothing.

Ursay though, is the only one I've seen from the company working his ass off to try to fix the problems that are coming in quicker than he can grind them out. He's working 24/7 and doing more than anyone else I've seen. Try to cut him some slack. He is a hard worker for a shitty company. Hate the company, not the hard working employee.

Look at this chart...

This is potentially how much money is at stake here. Time is EXTREMELY important for customers buying Bitcoin.

[Col-Sanders]

I tried to send USD from Dwolla to Mt. Gox earlier today and I received an error: "Dwolla failed second round verification - fraud check failed." I sent an email to support@bitinstant.com but have not yet received a response so I figured I'd try here. To clarify, my money has moved out of my Dwolla account, but it has not made it to Mt. Gox. Will it be credited back to Dwolla? Will it eventually make it to Mt. Gox? Thanks in advance for the help.

edit:
I should probably include some details...
Order ID    9c3deda5-34fc-42a9-bcef-4b336012fa6d
Quote ID    210c4444-a44c-494b-b5d8-3b7d3f906191
Event ID    1fde85a7-6a49-47ea-bba7-3a0eca152f1e

Tue Apr 9 15:16:53 2013   ee24a154-1422-4a4f-82fc-5fa4f09b1528   Dwolla failed second round verification - fraud check failed

[EJS420]

URSAY,

Thanks for trying, but there still has been no funds depostied to my account.

Please Escalate.

ZIPZAP INFORMATION
Amount to Pay: $503.95
ZIPZAP Account Number: 866987795

Your order status

Loading

Order receipt
Quote ID   121c24da-3a19-4f6a-ba76-044902655b0d
Event ID   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb
Fees (inclusive)   3.99%%
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   MtGox
Destination account   M02144337X

Order event log

Timestamp   Event ID   Event type
Sun Apr 7 19:06:58 2013   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb   Quote for new transaction
Sun Apr 7 20:09:08 2013   66043db1-e374-429b-a625-c511a9821e3a   New Order
Sun Apr 7 20:09:04 2013   f2ce702a-33af-4f0b-9553-a082d768a920   MTGox Order Loading

[Luckybit]

I now realize it could be weeks or perhaps months before I receive my Bitcoin.

By that time the Bitcoins could be worth tens of thousands of dollars if not hundreds of thousands. Just so long as I get exactly what I paid for, I'll be happy even if the delay upsets me.

[shadumdum]

URSAY, please correct me if I am wrong, but I am pretty sure that URSAY is only going through these forms and other forms of communication and creating ticket lists and escalating the issues to the correct people. He isn't the only man working on this. Patience is a virtue here. They are helping people. They have also said that you will get the number of bitcoins that you should have gotten at the time of your deposit, not when your order goes through. Yes, you will need to open up a new ticket, but they are working on it.

how do i make this new ticket? Can i do that now or do i wait to do that?

Once your first ticket has been resolved (i.e. the funds are in your mtgox account, or whatever), then you can post on here any information that you think he will need. (I'm not associated with bitinstant and I don't want someone quoting me on what exactly needs to be posted, just for the record.) This might include a zipzap account number, the queueID number. Lets say you bought 1 btc for 200, but you made the deposit when the price was 175.

200/200 = 1btc (what you actually got)
200/150 = 1.333btc (what you should have got)

Doing the math can only be helpful for them. They will then add you to the ticket list. The 4/9 list is currently closed and are being escalated. URSAY said he was going to be gone for a bit to do some of this, so hopefully this is what he is doing. If you post now, I am confident that you will be put on the 4/10 list.

Just because you are on the 4/10 list does not mean that you will be helped tomorrow. There are still people from 4/6, 4/7, 4/8 etc that have not been helped. Yes this is something that isn't ideal, but they will get to you eventually. All you can do it wait and know that someone is working on taking care of you. The 4/9 list has been posted already. I'm sure he will post a 4/10 list tomorrow. If you post all of your information, URSAY should respond and let you know that he has you on the list.

[chumpchanger]

Everyone...

Overwhelming volume is the issue here.  Your funds are NOT lost.  BitInstant is NOT scamming you.  All orders will be resolved.

Please try and work WITH me and not against me so I can help you resolve your issues.

Spamming this thread does not help me help you.  Please include ALL of your information regarding your transaction in 1 post or PM.  Partial info or just complaints do not give me the resources to help you.

Thanks!
-BitInstant Support

Okay URSAY, convince me Bitinstant won't fail me..........

So March 27th, I made 2 deposits to Bitinstant, at CVS via Moneygram/ZIPZAP, but as a week has passed, only ONE of TWO of my deposits have been sent to my account: of 1BbLYvXk63C6TqccTDiWrkZsoY6Gry36kf (not a MtGox account)

first      2d2be619-81b5-4e3a-a88f-0561570acd3c <-------this one proved successful
second  422de93e-cc32-45ad-b8aa-0880ab659f8e <-------this one did not go through, which is incorrectly stated as a MtGox destination,
                                                                                despite having the correct address destination (MtGox coupon proved total fail)

It is now Thursday, April 4th 8 DAYS later, and I'm really hoping you guys can make this right, with the bitcoin value I intended at the time of deposit, yet I am still missing the 400 dollars (net 384.04) ordered to my BTC-e address. 

I've been hanging in there for over a week...... when can I expect compliance?

So far so good, URSAY states BitInstant is willing to looking into reissuing a MtGox Coupon, due to expired one . Though I preferred this sent to my BTC-e, I'll take what I can get.

Thanks for the diligence,  URSAY  


SO JUST TO UPDATE. I'M STILL WAITING ON THE DEPOSIT FOLKS.. I'VE BEEN IN CONTACT, AND THOUGH THEY'VE INDICATED TO ME THEY'RE WORKING ON IT, NO ETA YET

It is now 13 days later, since my March 17th Bitinstant deposit guys, order ID # 422de93e-cc32-45ad-b8aa-0880ab659f8e has YET to deposit to my account..... I don't have a problem getting correspondence back from Bitinstant, it's just the order, that is failing to be fulfilled. I'm at my wits end here. In a little while, if no result appears soon, I'm escalating this to my Reddit outreach

[gf.ricardo]

Hello. I'm wondering why my money is taking so long to be available on mtgox.
My payment has already been identified by ZipZap and Ebanx. But not by Bitinstant.
Quote ID: a8eb5124-a9f5-4bd2-91fd-b088d51e4d0c

[ormrotter]

OrderID: bea9620e-f1e3-45ed-9dca-9548dc07a29a
EventID: e6d8e6af-f43b-442b-a11b-8e51d007a5ff
DestAccount: M24372891X
QuoteID: 7a23c122-becc-499b-934b-23e0a3bbd581

How may I help you?

My $$ is missing, this is my second post...443.95 up in the air, if I don't get the difference in btc rate our business is done once this resolved.

Read 4 posts above to answer your own question.  Thanks. 

When will my issue be resolved?
[/quote
My post has gone unanswered, so I will ask again....when will my issue be resolved?
?

Due to your lack of response I am sending the email I got from yall saying my payment went through. I would appreciate a response this time please
OrderID: bea9620e-f1e3-45ed-9dca-9548dc07a29a EventID: e6d8e6af-f43b-442b-a11b-8e51d007a5ff DestAccount: M24372891X QuoteID: 7a23c122-becc-499b-934b-23e0a3bbd581 User: SYSTEM DestExchange: mtgox eventtype: Order executed EventSentAt: 1365197050.8 APIResponse: MTGOX-USD-WJ4PA-483H3-C6RM7-9723D FundsSent: $422.444 USD