Official Newbie BitInstant Support Thread (Active Customer Support)

[BitcoinApprentice]

Today's UPDATE:BTC

More Places to complain about these scammers:

FTC

https://econsumer.ftccomplaintassistant.gov/

Google+ community where people who would like to join together to get a lawsuit going can organize.

https://plus.google.com/communities/112177264311909940483

BBB

http://www.bbb.org/new-york-city/business-reviews/payment-processing-service/bitinstant-llc-in-brooklyn-ny-139331

Reddit

http://www.reddit.com/r/Bitcoin/comments/1bzo49/do_not_use_bitinstant/

RipOffReport.com

http://www.ripoffreport.com/Search/bitinstant.aspx

NY Small Claims

http://www.nyc.gov/html/dca/html/publications/publications_small_claims.shtml

*****************************************************************************************************
Without going through every page, My appx specs for your Caveat Emptor:
   Apr 3, 2013 1st day  Cash Sent & Taken  $480.05 Stopped at BitInstant
   Apr 4, 2013 2nd day  Contacts get no BI response. LIVE Chat is a fraud: goes to webmail. Phones not responded to. Emails not responded to.
  Apr 5, 2013 3rd day No BI response
  Apr 6, 2013 4th day NO response
  Apr 7, 2013 5th day NO response
    Apr 8, 2013 6th day SUPPOSEDLY on this 3rd party FORUM 4/8 "List" by Ursay (not BitInstant's official website)
    Apr 9, 2013 7th day NO resolution -- NO money -- BitInstant still has it. --Mocking by Customer no-service
  Apr 10, 2013 8th day NO resolution -- NO money     BitInstant still has it.
    Apr 11, 2013 9th day NO resolution -- NO money -- BitInstant still has it.
    Apr 12, 2013 10th day NO resolution -- NO money -- BitInstant still has it. Friday surprise was supposed to make us happy. LOL
    Apr 13, 2013  11th day NO resolution -- NO money -- BitInstant still has it.
    Apr 14, 2013  12th day NO resolution -- NO money -- BitInstant still has it.
  Apr 15, 2013 13th day Received original funds. NO notice, NO email, NO apology, NO waiver of funds, Just a lot of NO w/ BI.

Not accusing, that's for court,  but here's the definition of FRAUD:
http://legal-dictionary.thefreedictionary.com/fraud

"A false representation of a matter of fact—whether by words or by conduct, by false or misleading allegations, or by concealment of what should have been disclosed—that deceives and is intended to deceive another so that the individual will act upon it to her or his legal injury." ....
Read the rest.
And should you want to do something about it:
http://www.consumerfraudreporting.org/stateattorneygenerallist.php

And No Ursay, If we get our money, I don't want to shut you down. It's been almost 2 weeks on mine, so YES if we don't get our money, Dang right you OUGHT to be shut down. Happens all the time, and I'm confident that another who respects contract law and customer service will replace you (BitInstant).
----------------------------------------------------------
Hope you folks get yours, feel free to repost links as needed.

[1715326551]

1715326551

[1715326551]

1715326551

[1715326551]

1715326551

[1715326551]

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[1715326551]

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[URSAY]

Folks, I have received my deposit to Gox, after about 17 days. However, it's only been about 3 days since I logged my complaint here. . Ursay I want to thank you for sticking to your word. I'm not gonna lie, I'm a little disappointed that I still got charged bitinstant fees... and that on top of that I have to pay $100 per btc instead of the $85 it would have been if my deposit had been processed correctly. But, somehow I feel like I won today, and I suppose that's worth something. Thanks.

Thanks for posting.  Again I apologize for any issues you have experienced.  If you will allow me to open a ticket for you regarding your execution price I will try to resolve the issue for you.  Would this be okay?  

Absolutely. Just tell me what to do and I'll be on it faster than whores on crack.    

Folks, be patient and give these guys a chance to help. If you provide the appropriate information in the correct places, you will get your money. Even I was skeptical at first, but I think it's clear that these guys are getting it done.

Order ID # ?

This is the one I got today which successfully deposited funds to gox:  
OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9


This one is the original I got on Match 28:  OrderID: 412773bf-8dc9-4316-99be-317fe346947e





THANK YOU URSAY  !!!

I'm sorry but could you please be clear about what I am looking into?  I only need information regarding orders that you have a problem with.  Thanks for clarifying!  

Ursay, You asked me to provide you with an order ID so you could look into an execution price. In my last post, I provided you with both the order ID for my original transaction on march 28, which was unsuccessful( when BTC was $85), and the order ID for the successful deposit that finally made it to my gox account today. I wasn't sure which you would need in order to look into the execution price, so I gave you both. Please let me know if there's something else I need to do. Thanks much.

Give me exact figures.  What did you receive?  What did you expect?

@URSAY

Oh , got ya. Well, at the time of my deposit on March 28 btc was apx. $85, and today was bought at $95.90. I saw it posted here that Bitinstant would be honoring the BTc value at that time of their failed deposits. But how do you do that if the BTC was purchased from GOX and BI isn't actually supplying me with the BTC? Honestly, I'd just be happy if Bitinstant would reimburse me for it's transaction fees at least. I mean, I don't wanna sound like too much of a bitch , but putting me through what BI just put me through for 2 weeks, costing me $ in BTC value, and then charging me apx. $25 for its service just feels a bit like a slap in the face to me.

Escalated your request for fee reversal. 

@URSAY

Last night, shortly after you posted this, I received an email from Mandrik  :


"Sorry for the delay! I just manually processed your order, and you should receive your funds shortly. Thanks!

---
Sincerely,
Mandrik  "

I assumed it was in response to the fee refund you mentioned, but as of this morning I am still not seeing anything. I just wanna make sure I'm looking in the right place for the right thing. Can you tell me anything about this? Thanks

URSAY,

    I was exchanging pm with you, but I'll just post my email here.   Jewce30@yahoo.com.  This is in regard to :  OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9
   You were escalating a refund for bitinstant fees attached to this order. I received the above email from mandrik last night saying my order was processed. I assumed it was the refund, but have not received anything. You asked me for my email address so you could look into it. I hope I've given you the necessary info. Thank you very much for the effort.

Thanks for providing useful info!  What BTC addy would you like your funds sent to?  Thanks! 

1DVtcrbeadE4TtQGUpKGXhPu3iggwiYXNz

Thank you URSAY  !!!

Is BitInstant Really sending funds to an address given in a forum??  Really? Now THAT's Security.....

Why do you find this insecure?

[noname6520]

URSAY I hope you are not still talking about reimbursing people for shorting them. I got this email.

Hello,

Regarding order # d0277f58-a4d7-410c-9f42-0b57e02f3cad

It appears we were not executing the purchase of BTC for you bu this was merely a cash deposit into your Gox acct?  If we are not in control of your actual BTC purchase then unfortunately we cannot offer to reimburse you for this.

Please let me know if you have any further questions.

Thanks!

bunch of scammers.

I sent you that email.  You made a cash deposit to your Gox acct.  We had no hand in executing your BTC purchase.

YES BUT YOU GUYS HELD MY DWOLLA FUNDS FOR A WEEK WHEN YOU PROMISE TO SEND MONEY IN 1 HR.

seriously, If you had just sent me the funds back turns out I would have been able to deposit dwolla -> mtgox in an hour and buy at 90. Instead you held my cash for a week and sent me at some inflated price (at which I bought 4 btc less than what I could have bought at the time you promised to send me).

make sense?

Yes it makes sense and I understand why you would be upset.  Can I open a ticket for you and try to reverse your fees?

no. not interested in tickets. keep the change.

[RainyVermillion]

Lost Money

Hi! Almost 24 hours ago I tried using BitInstant to fund my Mt. Gox account. Some of the transactions eventually showed up in my Mt. Gox, but there is one that still hasn't, and it's worrying me to death. $503.95 of my money has disappeared after successfully getting through ZipZap. The money was never deposited into Mt.Gox.

I lost the order number, but I know that it's one of these three ZipZap transactions ($503.95 each):
893711812, 899646723, or 224400564
.
.
.

URSAY, it's almost been a week and no resolution! 

Could you kindly give me the status of my support ticket (4/9)? When can I expect the money to be deposited into my account? Your response is much appreciated.

[URSAY]

Lost Money

Hi! Almost 24 hours ago I tried using BitInstant to fund my Mt. Gox account. Some of the transactions eventually showed up in my Mt. Gox, but there is one that still hasn't, and it's worrying me to death. $503.95 of my money has disappeared after successfully getting through ZipZap. The money was never deposited into Mt.Gox.

I lost the order number, but I know that it's one of these three ZipZap transactions ($503.95 each):
893711812, 899646723, or 224400564
.
.
.

URSAY, it's almost been a week and no resolution! 

Could you kindly give me the status of my support ticket (4/9)? When can I expect the money to be deposited into my account? Your response is much appreciated.

Have you been able to figure out which 3 of the transactions that you actually have the issue with?

[TedDansonsHair]

Is there any information I could provide that would facilitate my issue being taken care of?

[kamizie]

Hi BitInstant Support,

I had made 2 order on Apr 10, The API respond from website said  they were completed but email respond said not.
Orders details:

Code:

OrderID: 4e04c136-0261-4edf-bca2-8a3780453810
EventID: 4ee12c70-60a0-436f-998b-7f5412902b6f
DestAccount: 46909
QuoteID: 80bbba58-5f53-45c8-b9d6-3b43691f7703
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365547878.52
APIResponse: {"error": {"amount": ["You have only $469.1 available. Check your account balance for details."]}}
FundsSent: $991.1 USD

Code:

OrderID: dbea55ef-9b3e-464a-acb5-f9942364852b
EventID: 1764808f-f358-4298-8690-bca23658e278
DestAccount: 46909
QuoteID: f1a39907-b7ff-4bff-ae72-7c0a41c288d6
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365587967.41
APIResponse: {"error": {"amount": ["You have only $17.03 available. Check your account balance for details."]}}
FundsSent: $99.11 USD

I made 2 ticket after that but there is no reply until today.
Can you check them?
Thanks for your reply.

[chase1420]

Hey URSAY, I was on the 4/10 List for a issue regarding my execution price, I
still need about .11 BTC sent to my wallet. I haven't gotten any emails or received an update.
Any word?

[Tyler94]

Hey, last time I tried to transfer from Dwolla to MtGox, it was with the MxxxxxxxxxX (MtGox) number instead of the short form (just numbers) and it failed. Now the box turns red when you use the short form. Which is correct?

[Tyler94]

Hey, last time I tried to transfer from Dwolla to MtGox, it was with the MxxxxxxxxxX (MtGox) number instead of the short form (just numbers) and it failed. Now the box turns red when you use the short form. Which is correct?

I sent $20 to check and it worked. The MxxxxxxxxX form, I mean.

[BitcoinApprentice]

Folks, I have received my deposit to Gox, after about 17 days. However, it's only been about 3 days since I logged my complaint here. . Ursay I want to thank you for sticking to your word. I'm not gonna lie, I'm a little disappointed that I still got charged bitinstant fees... and that on top of that I have to pay $100 per btc instead of the $85 it would have been if my deposit had been processed correctly. But, somehow I feel like I won today, and I suppose that's worth something. Thanks.

Thanks for posting.  Again I apologize for any issues you have experienced.  If you will allow me to open a ticket for you regarding your execution price I will try to resolve the issue for you.  Would this be okay?  

Absolutely. Just tell me what to do and I'll be on it faster than whores on crack.    

Folks, be patient and give these guys a chance to help. If you provide the appropriate information in the correct places, you will get your money. Even I was skeptical at first, but I think it's clear that these guys are getting it done.

Order ID # ?

This is the one I got today which successfully deposited funds to gox:  
OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9


This one is the original I got on Match 28:  OrderID: 412773bf-8dc9-4316-99be-317fe346947e





THANK YOU URSAY  !!!

I'm sorry but could you please be clear about what I am looking into?  I only need information regarding orders that you have a problem with.  Thanks for clarifying!  

Ursay, You asked me to provide you with an order ID so you could look into an execution price. In my last post, I provided you with both the order ID for my original transaction on march 28, which was unsuccessful( when BTC was $85), and the order ID for the successful deposit that finally made it to my gox account today. I wasn't sure which you would need in order to look into the execution price, so I gave you both. Please let me know if there's something else I need to do. Thanks much.

Give me exact figures.  What did you receive?  What did you expect?

@URSAY

Oh , got ya. Well, at the time of my deposit on March 28 btc was apx. $85, and today was bought at $95.90. I saw it posted here that Bitinstant would be honoring the BTc value at that time of their failed deposits. But how do you do that if the BTC was purchased from GOX and BI isn't actually supplying me with the BTC? Honestly, I'd just be happy if Bitinstant would reimburse me for it's transaction fees at least. I mean, I don't wanna sound like too much of a bitch , but putting me through what BI just put me through for 2 weeks, costing me $ in BTC value, and then charging me apx. $25 for its service just feels a bit like a slap in the face to me.

Escalated your request for fee reversal. 

@URSAY

Last night, shortly after you posted this, I received an email from Mandrik  :


"Sorry for the delay! I just manually processed your order, and you should receive your funds shortly. Thanks!

---
Sincerely,
Mandrik  "

I assumed it was in response to the fee refund you mentioned, but as of this morning I am still not seeing anything. I just wanna make sure I'm looking in the right place for the right thing. Can you tell me anything about this? Thanks

URSAY,

    I was exchanging pm with you, but I'll just post my email here.   Jewce30@yahoo.com.  This is in regard to :  OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9
   You were escalating a refund for bitinstant fees attached to this order. I received the above email from mandrik last night saying my order was processed. I assumed it was the refund, but have not received anything. You asked me for my email address so you could look into it. I hope I've given you the necessary info. Thank you very much for the effort.

Thanks for providing useful info!  What BTC addy would you like your funds sent to?  Thanks! 

1DVtcrbeadE4TtQGUpKGXhPu3iggwiYXNz

Thank you URSAY  !!!

Is BitInstant Really sending funds to an address given in a forum??  Really? Now THAT's Security.....

Why do you find this insecure?

Users on a forum are not vetted. They may have given information at one time to identify them, but This is not BitInstant's PRIVATE forum with known account holders. The users don't have to logout/timeout, leaving anyone potentially able to put in an address who walks by their keyboard. Proper security protocol would require re-entry of user password to initiate a change to original destinations.  I've no doubt you can SECURELY get funds to the address. But you cannot Securely know WHOSE address it is. Imho, BitInstant should fulfill funds only to original addresses, OR via a secure verification process to actually CHANGE an order. But that's just me and BI isn't known to me to use "BEST PRACTICE". Thanks for the question though. Now you know.

[silient]

Hey, I made three orders to transfer to my mt gox account. Only three went through. I made a mistake when sending funds and misspelled my email. I also neglected to save the quote ID etc.
I DO have the receipt from wiring the money. including reference I.D. account number etc.

Providing any info is helpful.

Also logging your issue at bitinstant.com/contact will make sure that you are in our support queue.

Alright.
 
Date of transfer
04//12/13 Time 23:16:14 (Eastern standard time)
Reference number :23438824
order amount: $498.93 (Not including zipzap fee)
Do you want the zipzap biller information?

And yes. I'm in the support sytem.

[jthev05]

Ursay,

Please help with Order ID dd91433a-c2f2-49c4-beeb-5e673dcc5bd9. I received an email stating the transaction was executed but the funds have not appeared in my account. I also PM'd you. Please push asap.

Regards,

jthev2005.

The order appears to have executed today.  Please allow 24 hours for processing.  Thanks! 

Hey Ursay,

The issue I have now is I haven't received the correct amount in my account. I paid for $96.01 but received $87.87. It's a small amount but the principle is what matters to me. Can you help?

Thanks,

jthev2005

You do realize we charge fees for this service, yes?  Our fees are listed at bitinstant.com

Yes Ursay, I'm not an idiot. I've used your service probably a dozen times now. My total was $100 before the fees. After the fees I should have received $96.01. Where did the other $8.14 go? Please send me what I paid for.

Thanks,

jthev2005

you aren't getting reimbursed.

Well no surprise here that the $8.14 which has mysteriously vanished won't be finding its way back to me. I don't care if it's $8.14 or $814 the fact remains: BitInstant appears to be scamming people by secretly taking out fees to help compensate for the $12,500 that was stolen by hackers last month due to a security breach. Fuck these motherfuckers.

jthev2005

I was trying to help you with this issue.  Did you no longer need help?

Well of course I would like help. I assumed it was forgotten among the piles of other support requests that came in. I'm more interested in where the money went rather than the actual money. I'm very curious as to the breakdown of hidden fees in the event I use BitInstant again and then have an even larger amount mysteriously disappear.

Thanks for your help Ursay. It's pretty ridiculous the best way to get support is through a bitcoin forum..

[URSAY]

Is there any information I could provide that would facilitate my issue being taken care of?

I'm assuming your old destination acct. address would be okay for any refunds? 

[URSAY]

Hi BitInstant Support,

I had made 2 order on Apr 10, The API respond from website said  they were completed but email respond said not.
Orders details:

Code:

OrderID: 4e04c136-0261-4edf-bca2-8a3780453810
EventID: 4ee12c70-60a0-436f-998b-7f5412902b6f
DestAccount: 46909
QuoteID: 80bbba58-5f53-45c8-b9d6-3b43691f7703
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365547878.52
APIResponse: {"error": {"amount": ["You have only $469.1 available. Check your account balance for details."]}}
FundsSent: $991.1 USD

Code:

OrderID: dbea55ef-9b3e-464a-acb5-f9942364852b
EventID: 1764808f-f358-4298-8690-bca23658e278
DestAccount: 46909
QuoteID: f1a39907-b7ff-4bff-ae72-7c0a41c288d6
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365587967.41
APIResponse: {"error": {"amount": ["You have only $17.03 available. Check your account balance for details."]}}
FundsSent: $99.11 USD

I made 2 ticket after that but there is no reply until today.
Can you check them?
Thanks for your reply.

Thank you for providing so much info!  Unfortunately I am personally unable to solve this issue and I think it would be best escalated thru the main support channel...

bitinstant.com/contact

If you've already logged your issue there then please be patient.  We will contact you if we need further info or we have found a solution. 

[URSAY]

Hey URSAY, I was on the 4/10 List for a issue regarding my execution price, I
still need about .11 BTC sent to my wallet. I haven't gotten any emails or received an update.
Any word?

I need your email, address you want funds sent to, and order or quote ID.  From there I'll investigate your issue further and try to provide you a solution.  Thanks for your help. 

[URSAY]

Hey, last time I tried to transfer from Dwolla to MtGox, it was with the MxxxxxxxxxX (MtGox) number instead of the short form (just numbers) and it failed. Now the box turns red when you use the short form. Which is correct?

MX! 

[URSAY]

Folks, I have received my deposit to Gox, after about 17 days. However, it's only been about 3 days since I logged my complaint here. . Ursay I want to thank you for sticking to your word. I'm not gonna lie, I'm a little disappointed that I still got charged bitinstant fees... and that on top of that I have to pay $100 per btc instead of the $85 it would have been if my deposit had been processed correctly. But, somehow I feel like I won today, and I suppose that's worth something. Thanks.

Thanks for posting.  Again I apologize for any issues you have experienced.  If you will allow me to open a ticket for you regarding your execution price I will try to resolve the issue for you.  Would this be okay?  

Absolutely. Just tell me what to do and I'll be on it faster than whores on crack.    

Folks, be patient and give these guys a chance to help. If you provide the appropriate information in the correct places, you will get your money. Even I was skeptical at first, but I think it's clear that these guys are getting it done.

Order ID # ?

This is the one I got today which successfully deposited funds to gox:  
OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9


This one is the original I got on Match 28:  OrderID: 412773bf-8dc9-4316-99be-317fe346947e





THANK YOU URSAY  !!!

I'm sorry but could you please be clear about what I am looking into?  I only need information regarding orders that you have a problem with.  Thanks for clarifying!  

Ursay, You asked me to provide you with an order ID so you could look into an execution price. In my last post, I provided you with both the order ID for my original transaction on march 28, which was unsuccessful( when BTC was $85), and the order ID for the successful deposit that finally made it to my gox account today. I wasn't sure which you would need in order to look into the execution price, so I gave you both. Please let me know if there's something else I need to do. Thanks much.

Give me exact figures.  What did you receive?  What did you expect?

@URSAY

Oh , got ya. Well, at the time of my deposit on March 28 btc was apx. $85, and today was bought at $95.90. I saw it posted here that Bitinstant would be honoring the BTc value at that time of their failed deposits. But how do you do that if the BTC was purchased from GOX and BI isn't actually supplying me with the BTC? Honestly, I'd just be happy if Bitinstant would reimburse me for it's transaction fees at least. I mean, I don't wanna sound like too much of a bitch , but putting me through what BI just put me through for 2 weeks, costing me $ in BTC value, and then charging me apx. $25 for its service just feels a bit like a slap in the face to me.

Escalated your request for fee reversal. 

@URSAY

Last night, shortly after you posted this, I received an email from Mandrik  :


"Sorry for the delay! I just manually processed your order, and you should receive your funds shortly. Thanks!

---
Sincerely,
Mandrik  "

I assumed it was in response to the fee refund you mentioned, but as of this morning I am still not seeing anything. I just wanna make sure I'm looking in the right place for the right thing. Can you tell me anything about this? Thanks

URSAY,

    I was exchanging pm with you, but I'll just post my email here.   Jewce30@yahoo.com.  This is in regard to :  OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9
   You were escalating a refund for bitinstant fees attached to this order. I received the above email from mandrik last night saying my order was processed. I assumed it was the refund, but have not received anything. You asked me for my email address so you could look into it. I hope I've given you the necessary info. Thank you very much for the effort.

Thanks for providing useful info!  What BTC addy would you like your funds sent to?  Thanks! 

1DVtcrbeadE4TtQGUpKGXhPu3iggwiYXNz

Thank you URSAY  !!!

Is BitInstant Really sending funds to an address given in a forum??  Really? Now THAT's Security.....

Why do you find this insecure?

Users on a forum are not vetted. They may have given information at one time to identify them, but This is not BitInstant's PRIVATE forum with known account holders. The users don't have to logout/timeout, leaving anyone potentially able to put in an address who walks by their keyboard. Proper security protocol would require re-entry of user password to initiate a change to original destinations.  I've no doubt you can SECURELY get funds to the address. But you cannot Securely know WHOSE address it is. Imho, BitInstant should fulfill funds only to original addresses, OR via a secure verification process to actually CHANGE an order. But that's just me and BI isn't known to me to use "BEST PRACTICE". Thanks for the question though. Now you know.

We have a lot of changes coming very soon which I think may address this better. 

[URSAY]

Hey, I made three orders to transfer to my mt gox account. Only three went through. I made a mistake when sending funds and misspelled my email. I also neglected to save the quote ID etc.
I DO have the receipt from wiring the money. including reference I.D. account number etc.

Providing any info is helpful.

Also logging your issue at bitinstant.com/contact will make sure that you are in our support queue.

Alright.
 
Date of transfer
04//12/13 Time 23:16:14 (Eastern standard time)
Reference number :23438824
order amount: $498.93 (Not including zipzap fee)
Do you want the zipzap biller information?

And yes. I'm in the support sytem.

Got a zipzap acct. # ?

[eldon111]

Ursay, is no one working on orders that are going into paypal?  My money has been stuck for 9 days now.  I have created a support ticket, but I have heard nothing at all.  Is there any way you can manually push this through?  If not, can you just cancel the transfer and put the funds back into MtGox?  Either one would be great.

OrderID: 685358d4-20e3-46a1-a2b2-005384e737d9
EventID: 650e435a-be63-410f-9a68-e03c4f0c037f
DestAccount: eldon@emathias.com
QuoteID: afe2c761-5348-445b-a66b-88dacbf9aacd
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365237939.13
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $113.072 USD