Official Newbie BitInstant Support Thread (Active Customer Support)

[phamilykid]

i also would like to use bit instant again. as stated i also fear of something going wrong so i have used other services. is there any reassurances once your new system is up that things are gonna go smooth again?

[1715113195]

1715113195

[1715113195]

1715113195

[newminer7950]

why until now no one has corrected an error in the execution of a order? I did not get the VIRSUREX code, even though the money had been withdrawn from the BITSTAMP account. Execute please faster.
I am wait 16 hours.
my order id is: f3234e0b-4666-45d3-a551-b2c99b7867fb
https://www.bitinstant.com/order_status/f3234e0b-4666-45d3-a551-b2c99b7867fb

Have you logged your issue via bitinstant.com/contact   ?

yes, i did this and resieve automatic email. but 26 hours past!!!
There is raise new record in orderstatus:
Fri Apr 26 07:18:31 2013   5cac8cc0-3c83-4193-bc3b-5cc619a4b3b9   Bitstamp coupon failed: {u'error': {u'code': [u'Invalid code.']}}

Does this mean that there was an attempt to return the money to me, but it ended in failure?
Please, return my money.
I wrote to support second time.

Please verify your email so I can confirm your issue was logged.  Thanks.

Now the status of the order has another line:
Fri Apr 26 21:45:53 2013   982b484b-3f81-4411-8d72-509df5633dac   Manual transfer created

I recieve email from Rachel. Hi wrote, that processed.
But the money for the Ballance bitstamp not been returned, and I have not received a letter with vouchX code!

[Droganan]

My order did not go through. I did CVS to VouchX
ZipZap # 670270875

There is no way to make a support request for this order since I did not receive any email with any further information AND VouchX is not available to choose from on the website. How strange is that!

Have you logged your issue via bitinstant.com/contact   ?

Please provide your email address so I can verify your issue has been logged.

Thanks.

I just said I can't log it because there is no VouchX option! Do you read these responses at all? My email is rulishix@gmail.com

I just tested the system with a similar support request as yours and I had no problem logging my test issue.  Please try again and be more specific about any problems you might be encountering.  Thanks.

I am STILL unable to create a CASH to VOUCHX support request as the option for VOUCHX is NOT there as previously stated. I have included an image to show you what I am talking about.

My ORDER ID is 584694d4-b5a2-4436-8802-04dca56623c5

It says Serious Error Occurred when I check the status of it on BitInstant.com please email or PM me my VouchX code. Much appreciated!

I am at bitinstant.com/contact right now and I see options for VOUCHX.  If you unable to find this option then please add the instructions into the area which allows you to describe your issue.  Thanks.

Made a support thing. My email is rulishix@gmail.com

Rachel said order processed but where is my damn VouchX code? What the hell is wrong with you people?

[Huey]

I believe that I was shorted coins. I got my Successful ZipZap Payment email on April 22th at 4:05pm EST/ 8:05pm UTC (High on Gox was over $125)

Amount to Pay: $353.95
Account Number: 467752796

Because we have control over your execution price we can lock in your BTC price at the time of your payment.  Thanks.

Payment processed at 4:05PM EST / 8:05PM UTC
Price Chart for April 22: http://bitcoincharts.com/charts/mtgoxUSD#rg1zczsg2013-04-22zeg2013-04-23ztgSzm1g10zm2g25zv

The Payment to my wallet: https://blockchain.info/tx/93ccc7a9ca6d5882a4d6efae6c617555a52b645a1fc067794c8cbddcfc6434fd

Address: 12zggdDAQTVamGYu7ijFVVRW5a9adGnaNs
You Received:
2.31024062 BTC
Value at time of transaction $ 331.52

*Rounded Down for following math

$350 with the 3.99% fee would be about $336.

336 / 125 = 2.688 BTC

2.688 - 2.310 = 0.378 BTC

I need your email and BTC address you would like any refunds sent to before I can research your issue.  Thanks.

wyatt2075@gmail.com

12zggdDAQTVamGYu7ijFVVRW5a9adGnaNs

[lifted1]

Attention URSAY,

  Hello Ursay. I'm wondering if you would mind looking into the status of my refund please. A request for a fee refund was submitted about 2 weeks ago, but I haven't heard anything since.

OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9


Let me know if you need any more info. Thank you very much.

[FireBlazzer]

i have not recieved any response from level 2 customer suport nor from charlie ceo.

im still awating the 0.6 bitcoins i am owed.. + fee waiver and some added compensation for my losses and 11 days worth of my time.

i will not allow my self to be robed or ripped off.

i will not go away untill i have recieved my refund.

 i know you said only charle can help me now.. but he has not responsed.. and i feel it is accepetble to post here about my problem... perhaps you intended on attempting to hide me in a corner and ignnore me? and hope i go away?,... if so i assure you it wont work.

here is my order informatiion

my email: amazing0@att.net

my bitcoin address: 1LegDJSSFSMZcYbFvuabLcTB1s8yC5A8pe

quote ID:  38d38cad-8c20-496f-b7a3-b103bbcd120

Event ID: d2d9e99b-ea32-442b-9ce6-e18f4c9ea603

zipzap Account Number: 177574217

[FireBlazzer]

i also would like to use bit instant again. as stated i also fear of something going wrong so i have used other services. is there any reassurances once your new system is up that things are gonna go smooth again?

one of the most importaint things to bitinstants success is its customers trusting bitinstaint... its a shame to see such trust becoming increassly erroded.

i also fear using bitsintant again, like you, and wonder if it would ever be again worth the risk.

[URSAY]

Hi everyone!

Our main cs software failed on Friday which forced us into an upgrade we had planned for next week.  Our new cs software will solve many of the organizational issues we were having with support tickets recently caused by overwhelming volume.  I expect to have my eyes on MORE issues this weekend and I expect to work faster as this new software is much easier to use for everyone.

So please, ask for help here if you would like and I will do my best to help with your issue.  But if you want the fastest resolution or ANY resolution for that matter then you MUST log your support issue first at our exclusive support channel, bitinstant.com/contact

Getting back into your issues...   

[URSAY]

My order did not go through. I did CVS to VouchX
ZipZap # 670270875

There is no way to make a support request for this order since I did not receive any email with any further information AND VouchX is not available to choose from on the website. How strange is that!

Have you logged your issue via bitinstant.com/contact   ?

Please provide your email address so I can verify your issue has been logged.

Thanks.

I just said I can't log it because there is no VouchX option! Do you read these responses at all? My email is rulishix@gmail.com

I just tested the system with a similar support request as yours and I had no problem logging my test issue.  Please try again and be more specific about any problems you might be encountering.  Thanks.

I am STILL unable to create a CASH to VOUCHX support request as the option for VOUCHX is NOT there as previously stated. I have included an image to show you what I am talking about.

My ORDER ID is 584694d4-b5a2-4436-8802-04dca56623c5

It says Serious Error Occurred when I check the status of it on BitInstant.com please email or PM me my VouchX code. Much appreciated!

I am at bitinstant.com/contact right now and I see options for VOUCHX.  If you unable to find this option then please add the instructions into the area which allows you to describe your issue.  Thanks.

Made a support thing. My email is rulishix@gmail.com

I'm working to understand your order failure with the team.  I hope to have a resolution for you soon.  Thanks for your patience.

[URSAY]

h1 there,
can support look at 44bc4f64-f8a3-4078-ad18-9743fe4f0dd9<?

Have you logged your issue via bitinstant.com/contact  ?

Please include your email so I can verify that your issue is logged.  Thanks.

thanks. i loged the issue just now. my email is naalayimsandal@yahoo.com.

We are looking further into your issue and we hope to bring you a resolution soon.  Thanks for your patience.

[URSAY]

Hellow, Can you please give a manual push for my order? It's already confirmed by ZipZap.. Thks!!

Zizap Account Number: 322137704
Zipzap order #: 62396079-0352-473d-b502-75acc156f706

Bitinstant:
Quote ID: 9698af33-d8ff-4190-91f5-b69c455d0078
Event ID: bf0be60a-16ef-41c7-9b60-64ac7ed03118

Have you logged your issue via bitinstant.com/contact   ?

Can you provide an email so I can verify this?

Thanks.

yeah just logged the issue now..

raphaelmal@gmail.com

regards

I'm only seeing an issue logged by you 10 days ago which was resolved.  Are you sure your issue was just logged?

Pretty sure... I even received a confirmation mail by no-reply@wufoo.com at 16:26 UTC

I even tried to log another issue and it gave the error: This field requires a unique entry and this value was already submitted.

So it must be in your system

Did you log your issue with a specific order ID?  Can you give me that specific order ID that you used when logging your ticket?  Thanks.

I didnt log using ORDER ID because I never received any ORDER ID... I logged using QUOTE ID because this one I've been informed and the QUOTE ID is 9698af33-d8ff-4190-91f5-b69c455d0078 which was already informed

Thanks now the money is there!

Great.  I am closing your support ticket.  Sorry for any delay.

[URSAY]

my email is krazyme@tormail.org
I said i can't access my mailbox right now so any further emails please send to levy42088@gmail.com

Also I dont have the confirmation email... so I can't give you the order or event ID. I don't know what happened but something attacked the tormail site and threw it out of wack..

Any word about my issue ursay?

You appear to have 3 issues open.  Do they all log the wrong email?  Are they all the same issue?  Thanks for your help.

[URSAY]

Hello, I have absolutely no idea what to do, I've never used BitInstant before and It's been almost 2 days since I made my successful ZipZap payment and I don't have my money.

I don't have my order ID number or anything, I never received an email from BitInstant with anything I have no clue how to even begin this process. I have all my information from my MoneyGram payment but absolutely nothing else. What do I do??

First you should log your issue at bitinstant.com/contact

After that, if you are unable to wait for a resolution, then you can give me some order info and I can also try to help.  zipzap acct. #?

Okay I just used my internet search history and it looks like this is my order/event ID:

Order ID    09ba09b6-2dbf-4df0-9cee-f0dac838e383
Event ID   9e4acbb5-a44f-4d1b-9af7-597e8d5803cd

I hope this is correct. I began two different payments since it was the first time I'd used this service, but I did only pay for one so I hope this is the right order. Thank you.

So have you logged your issue with bitinstant.com/contact   ?

Yes, I just submitted my quote. I don't know what the Destination Account number is, however.

I'm seeing that you received a response from support and your issue was marked resolved.  Let me know if you have any further questions.  Thanks.

[URSAY]

i also would like to use bit instant again. as stated i also fear of something going wrong so i have used other services. is there any reassurances once your new system is up that things are gonna go smooth again?

I'm not sure everyone understands how minute the failures are in comparison to the volume we are doing.  Hopefully I can help you understand that better soon with some actual numbers... 

[URSAY]

why until now no one has corrected an error in the execution of a order? I did not get the VIRSUREX code, even though the money had been withdrawn from the BITSTAMP account. Execute please faster.
I am wait 16 hours.
my order id is: f3234e0b-4666-45d3-a551-b2c99b7867fb
https://www.bitinstant.com/order_status/f3234e0b-4666-45d3-a551-b2c99b7867fb

Have you logged your issue via bitinstant.com/contact   ?

yes, i did this and resieve automatic email. but 26 hours past!!!
There is raise new record in orderstatus:
Fri Apr 26 07:18:31 2013   5cac8cc0-3c83-4193-bc3b-5cc619a4b3b9   Bitstamp coupon failed: {u'error': {u'code': [u'Invalid code.']}}

Does this mean that there was an attempt to return the money to me, but it ended in failure?
Please, return my money.
I wrote to support second time.

Please verify your email so I can confirm your issue was logged.  Thanks.

Now the status of the order has another line:
Fri Apr 26 21:45:53 2013   982b484b-3f81-4411-8d72-509df5633dac   Manual transfer created

I recieve email from Rachel. Hi wrote, that processed.
But the money for the Ballance bitstamp not been returned, and I have not received a letter with vouchX code!

Is the VouchX code an unacceptable solution?  How can I help you resolve the issue to your satisfaction?

[URSAY]

My order did not go through. I did CVS to VouchX
ZipZap # 670270875

There is no way to make a support request for this order since I did not receive any email with any further information AND VouchX is not available to choose from on the website. How strange is that!

Have you logged your issue via bitinstant.com/contact   ?

Please provide your email address so I can verify your issue has been logged.

Thanks.

I just said I can't log it because there is no VouchX option! Do you read these responses at all? My email is rulishix@gmail.com

I just tested the system with a similar support request as yours and I had no problem logging my test issue.  Please try again and be more specific about any problems you might be encountering.  Thanks.

I am STILL unable to create a CASH to VOUCHX support request as the option for VOUCHX is NOT there as previously stated. I have included an image to show you what I am talking about.

My ORDER ID is 584694d4-b5a2-4436-8802-04dca56623c5

It says Serious Error Occurred when I check the status of it on BitInstant.com please email or PM me my VouchX code. Much appreciated!

I am at bitinstant.com/contact right now and I see options for VOUCHX.  If you unable to find this option then please add the instructions into the area which allows you to describe your issue.  Thanks.

Made a support thing. My email is rulishix@gmail.com

Rachel said order processed but where is my damn VouchX code? What the hell is wrong with you people?

I see you have an open support issue in our system.  We are working to resolve it.  Thanks for your patience.

[URSAY]

I believe that I was shorted coins. I got my Successful ZipZap Payment email on April 22th at 4:05pm EST/ 8:05pm UTC (High on Gox was over $125)

Amount to Pay: $353.95
Account Number: 467752796

Because we have control over your execution price we can lock in your BTC price at the time of your payment.  Thanks.

Payment processed at 4:05PM EST / 8:05PM UTC
Price Chart for April 22: http://bitcoincharts.com/charts/mtgoxUSD#rg1zczsg2013-04-22zeg2013-04-23ztgSzm1g10zm2g25zv

The Payment to my wallet: https://blockchain.info/tx/93ccc7a9ca6d5882a4d6efae6c617555a52b645a1fc067794c8cbddcfc6434fd

Address: 12zggdDAQTVamGYu7ijFVVRW5a9adGnaNs
You Received:
2.31024062 BTC
Value at time of transaction $ 331.52

*Rounded Down for following math

$350 with the 3.99% fee would be about $336.

336 / 125 = 2.688 BTC

2.688 - 2.310 = 0.378 BTC

I need your email and BTC address you would like any refunds sent to before I can research your issue.  Thanks.

wyatt2075@gmail.com

12zggdDAQTVamGYu7ijFVVRW5a9adGnaNs

Thanks...now I can start researching your issue. 

[URSAY]

Attention URSAY,

  Hello Ursay. I'm wondering if you would mind looking into the status of my refund please. A request for a fee refund was submitted about 2 weeks ago, but I haven't heard anything since.

OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9


Let me know if you need any more info. Thank you very much.

Where did you submit this request?

[URSAY]

i have not recieved any response from level 2 customer suport nor from charlie ceo.

im still awating the 0.6 bitcoins i am owed.. + fee waiver and some added compensation for my losses and 11 days worth of my time.

i will not allow my self to be robed or ripped off.

i will not go away untill i have recieved my refund.

 i know you said only charle can help me now.. but he has not responsed.. and i feel it is accepetble to post here about my problem... perhaps you intended on attempting to hide me in a corner and ignnore me? and hope i go away?,... if so i assure you it wont work.

here is my order informatiion

my email: amazing0@att.net

my bitcoin address: 1LegDJSSFSMZcYbFvuabLcTB1s8yC5A8pe

quote ID:  38d38cad-8c20-496f-b7a3-b103bbcd120

Event ID: d2d9e99b-ea32-442b-9ce6-e18f4c9ea603

zipzap Account Number: 177574217

I had reached out about your issue asking if a particular amount would be suitable for a refund and I'm not sure I ever heard back from you.  My log shows no response.  However, I could be wrong.  Kindly respond to my inquiry.  I will send it again.  Thanks.

[FireBlazzer]

i have not recieved any response from level 2 customer suport nor from charlie ceo.

im still awating the 0.6 bitcoins i am owed.. + fee waiver and some added compensation for my losses and 11 days worth of my time.

i will not allow my self to be robed or ripped off.

i will not go away untill i have recieved my refund.

 i know you said only charle can help me now.. but he has not responsed.. and i feel it is accepetble to post here about my problem... perhaps you intended on attempting to hide me in a corner and ignnore me? and hope i go away?,... if so i assure you it wont work.

here is my order informatiion

my email: amazing0@att.net

my bitcoin address: 1LegDJSSFSMZcYbFvuabLcTB1s8yC5A8pe

quote ID:  38d38cad-8c20-496f-b7a3-b103bbcd120

Event ID: d2d9e99b-ea32-442b-9ce6-e18f4c9ea603

zipzap Account Number: 177574217

I had reached out about your issue asking if a particular amount would be suitable for a refund and I'm not sure I ever heard back from you.  My log shows no response.  However, I could be wrong.  Kindly respond to my inquiry.  I will send it again.  Thanks.

i dont believe i recieved any messege... i will check to see if if the send goes through