Official Newbie BitInstant Support Thread (Active Customer Support)

[mel2000]

Would a Bitinstant rep please take action on getting my refund? It's bad enough that my $2500 transaction on 04/20/13 (Order ID# cae140dd-5bd1-46e2-b392-51c5acbcac7a) wasn't automatically voided by exceeding the purchase limit, but I don't understand why it's taking Bitinstant so long to return my money. I've notified support both here and thru the Bitinstant contact support but no action has been taken to return my money or to give me an update on the status to correct the issue. I'm starting to feel worried.

[1714975391]

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[1714975391]

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[Angry_Scotsman]

Would a Bitinstant rep please take action on getting my refund? It's bad enough that my $2500 transaction on 04/20/13 (Order ID# cae140dd-5bd1-46e2-b392-51c5acbcac7a) wasn't automatically voided by exceeding the purchase limit, but I don't understand why it's taking Bitinstant so long to return my money. I've notified support both here and thru the Bitinstant contact support but no action has been taken to return my money or to give me an update on the status to correct the issue. I'm starting to feel worried.

I feel the same way.  They seem to just be holding people's money now.  I've been asking for a refund myself since the 25th

[Mandrik (BitInstant)]

I opened a support ticket nearly 2 weeks ago after attempting to purchase a VouchX code.  The withdrawal from my Dwolla account happened immediately, but I never received my code.  I was going to purchase Litecoins when they were around $2, and now that opportunity is shot.  I have sent emails to cs@bitinstant.com, but the liveagent software seems to be all they respond to.  Even that has gone unanswered for 4 days.

Edit:  This is order number 01752572-81b3-4763-a991-7f6c6bcf7d31

I just looked at the order history and I see we did send a VouchX code on 4/19/13, but I'm not sure why you didn't receive it. Sorry about that! I'm going to forward all the information over to you now. You should see the e-mail shortly!

[Mandrik (BitInstant)]

Would a Bitinstant rep please take action on getting my refund? It's bad enough that my $2500 transaction on 04/20/13 (Order ID# cae140dd-5bd1-46e2-b392-51c5acbcac7a) wasn't automatically voided by exceeding the purchase limit, but I don't understand why it's taking Bitinstant so long to return my money. I've notified support both here and thru the Bitinstant contact support but no action has been taken to return my money or to give me an update on the status to correct the issue. I'm starting to feel worried.

Sorry for the delay with this one, mel2000. I can go ahead and push the funds through right now to the btc wallet you originally provided in your order. Just let me know if that's ok and I'll take care of this immediately.

[URSAY]

I opened a support ticket nearly 2 weeks ago after attempting to purchase a VouchX code.  The withdrawal from my Dwolla account happened immediately, but I never received my code.  I was going to purchase Litecoins when they were around $2, and now that opportunity is shot.  I have sent emails to cs@bitinstant.com, but the liveagent software seems to be all they respond to.  Even that has gone unanswered for 4 days.

Edit:  This is order number 01752572-81b3-4763-a991-7f6c6bcf7d31

The main support channel is bitinstant.com/contact

This will add you directly to the support queue.

Thanks.

[URSAY]

Would a Bitinstant rep please take action on getting my refund? It's bad enough that my $2500 transaction on 04/20/13 (Order ID# cae140dd-5bd1-46e2-b392-51c5acbcac7a) wasn't automatically voided by exceeding the purchase limit, but I don't understand why it's taking Bitinstant so long to return my money. I've notified support both here and thru the Bitinstant contact support but no action has been taken to return my money or to give me an update on the status to correct the issue. I'm starting to feel worried.

You exceeded our transaction limit which is clearly stated on the front page of bitinstant.com

Please be patient while we reverse your order.

[URSAY]

Would a Bitinstant rep please take action on getting my refund? It's bad enough that my $2500 transaction on 04/20/13 (Order ID# cae140dd-5bd1-46e2-b392-51c5acbcac7a) wasn't automatically voided by exceeding the purchase limit, but I don't understand why it's taking Bitinstant so long to return my money. I've notified support both here and thru the Bitinstant contact support but no action has been taken to return my money or to give me an update on the status to correct the issue. I'm starting to feel worried.

I feel the same way.  They seem to just be holding people's money now.  I've been asking for a refund myself since the 25th

I am showing we responded to you already and resent the email which has your funds enclosed.  Please check your email and spam folder and please re-read the response you received from support.  Thanks.

[NoCoinz]

I could really use some help!

Order id: 0d9f3b98-9f17-4e2b-8baf-74f51666b984

Last Thursday, I exchanged a Bitstamp coupon for VouchX via bitinstant.  The transaction failed with "Serious Error Occurred."  My bistamp coupon was redeemed, but I never received an email with the VouchX code.  I immediately filed a ticket.  I heard back from a CS rep on Saturday night (about 36 hours later).

"Hi,

Processed. Sorry for the delay.

---
Sincerely,
Rachel

---
To rate this answer or view ticket history please follow the link:
http://bitinstant.ladesk.com/ticket_e"

I was ecstatic.  Then, I again never received a VouchX code (there was an alpha-numeric subject title that I thought might be one - even though in the past the VouchX code's I received were much longer - and I tried with no avail to redeem it).  I waited a few hours.  Then, I responded to the CS email and through the ladesk interface.  After getting no response again for a few hours I submitted a second ticket.  I tweeted out to @bitinstant help, where it was confirmed that my ticket was in the queue, and should be resolved soon.  That was 30 hours ago.

I really appreciate the service bitinsant provides, and have pumped like 10K through you guys in the last couple of weeks.  However, having this $1700 transaction outstanding for nearly 72 hours (after it was supposedly resolved once by CS) is starting to Wear me a little thin.  Notwithstanding the trivial amount of money I've lost in the market, I'm starting to be concerned that recovering this transaction is going to be an issue.  I try not to believe all the trash talk I see on forums, facebook, and twitter especially when I know most people are impatient assholes and use the internet to spout off ignorant claims about legitimate businesses.  I am trying to be reasonable.

I would really appreciate some assistance if any of you bitinstant guys are hanging around right now

Thanks!

PS New account here, email me where the transaction was supposed to be sent or hit me @NoCoinz if I don't respond immediately here.

I believe I've responded to you on Twitter and also explained that your support issue is opened and logged in our systems.  Please be patient.  Thanks.

Ursay,

Yeah you did, respond to me on twitter thank you.  I really don't mean to be impatient.  I appreciate you checking on it for me! I am overly concerned because I never had a problem with your service before, the amount involved, and because it fell through the CS cracks the first time.  I will try to wait patiently for a resolve!

I spend a lot of my time reassuring customers thru multiple channels on the same issue.  I'm sure you'd rather have me actually solving the issues, yes?  Patience is key.  Thanks. 

Hey Ursay,

How would you feel about reassuring me again while I continue to be patient?

:-)

PS If it's VouchX that's causing the problem on your end I would accept a return of a bitstamp coupon, a btc-e coupon, or a credit to my Gox account if it would expedite the process.

Sorry to be a bother!

[Mandrik (BitInstant)]

NoCoinz - I'm going to PM you the information. Thanks!

[AgentDaleCooper]

THanks much to you ursay. My issue is resolved.

[mel2000]

Would a Bitinstant rep please take action on getting my refund? It's bad enough that my $2500 transaction on 04/20/13 (Order ID# cae140dd-5bd1-46e2-b392-51c5acbcac7a) wasn't automatically voided by exceeding the purchase limit, but I don't understand why it's taking Bitinstant so long to return my money. I've notified support both here and thru the Bitinstant contact support but no action has been taken to return my money or to give me an update on the status to correct the issue. I'm starting to feel worried.

Sorry for the delay with this one, mel2000. I can go ahead and push the funds through right now to the btc wallet you originally provided in your order. Just let me know if that's ok and I'll take care of this immediately.

Thanks for the intervention. Would it be possible to push tthe funds back to Dwolla?

[URSAY]

Would a Bitinstant rep please take action on getting my refund? It's bad enough that my $2500 transaction on 04/20/13 (Order ID# cae140dd-5bd1-46e2-b392-51c5acbcac7a) wasn't automatically voided by exceeding the purchase limit, but I don't understand why it's taking Bitinstant so long to return my money. I've notified support both here and thru the Bitinstant contact support but no action has been taken to return my money or to give me an update on the status to correct the issue. I'm starting to feel worried.

Sorry for the delay with this one, mel2000. I can go ahead and push the funds through right now to the btc wallet you originally provided in your order. Just let me know if that's ok and I'll take care of this immediately.

Thanks for the intervention. Would it be possible to push tthe funds back to Dwolla?

We could potentially make changes to your order but it would further delay any resolution.

[NoCoinz]

NoCoinz - I'm going to PM you the information. Thanks!

Thanks Ursay, resolved!

[NoCoinz]

NoCoinz - I'm going to PM you the information. Thanks!

U too Mandrik, thank u for your quick response!

[MMattLeeE]

Hello I made a deposit on April 12 for 500 dollars using a money gram at a Walmart
It has not arrived in my Mt Gox account.

I believe I am in the camp where I put the wrong exchange account number (the one listed by Mt gox to use in the 'add funds' page is different from the account number)

Quote ID   a18b37ff-443e-43a6-a4f2-e20cdaec1df4
Event ID   14864b51-4dbd-43c9-8d27-aed6e7422002

I have logged it through the main channel, bitinstant.com/contact but have yet to hear anything else from you.
I emailed charlie twice.
I have pm'd you on reddit with this information but I read that this would be a better means of getting your attention.
If you can take a look at my transaction that would be great. I can pm you my mt gox account number if need be. Thanks.

-Matt

[URSAY]

Hello I made a deposit on April 12 for 500 dollars using a money gram at a Walmart
It has not arrived in my Mt Gox account.

I believe I am in the camp where I put the wrong exchange account number (the one listed by Mt gox to use in the 'add funds' page is different from the account number)

Quote ID   a18b37ff-443e-43a6-a4f2-e20cdaec1df4
Event ID   14864b51-4dbd-43c9-8d27-aed6e7422002

I have logged it through the main channel, bitinstant.com/contact but have yet to hear anything else from you.
I emailed charlie twice.
I have pm'd you on reddit with this information but I read that this would be a better means of getting your attention.
If you can take a look at my transaction that would be great. I can pm you my mt gox account number if need be. Thanks.

-Matt

Do you have an email that I can use to look you up in our support system?  Thanks.

[MMattLeeE]

Hello I made a deposit on April 12 for 500 dollars using a money gram at a Walmart
It has not arrived in my Mt Gox account.

I believe I am in the camp where I put the wrong exchange account number (the one listed by Mt gox to use in the 'add funds' page is different from the account number)

Quote ID   a18b37ff-443e-43a6-a4f2-e20cdaec1df4
Event ID   14864b51-4dbd-43c9-8d27-aed6e7422002

I have logged it through the main channel, bitinstant.com/contact but have yet to hear anything else from you.
I emailed charlie twice.
I have pm'd you on reddit with this information but I read that this would be a better means of getting your attention.
If you can take a look at my transaction that would be great. I can pm you my mt gox account number if need be. Thanks.

-Matt

Do you have an email that I can use to look you up in our support system?  Thanks.

yes MMattLeeE@gmail.com

[eclipse81]

Sorry for the questions as I can see there are many people here with more pressing matters but my questions should be easy to answer.I attempted to process a transaction for cash deposit to Bitstamp and it gave me an error.Now I see that option is no longer available.Have you pulled support for bitstamp because of all the issues?Will it that option return?Are you just out of funds on Bitstamp?

                                                                                         Thank You, Eclipse81

[URSAY]

Hello I made a deposit on April 12 for 500 dollars using a money gram at a Walmart
It has not arrived in my Mt Gox account.

I believe I am in the camp where I put the wrong exchange account number (the one listed by Mt gox to use in the 'add funds' page is different from the account number)

Quote ID   a18b37ff-443e-43a6-a4f2-e20cdaec1df4
Event ID   14864b51-4dbd-43c9-8d27-aed6e7422002

I have logged it through the main channel, bitinstant.com/contact but have yet to hear anything else from you.
I emailed charlie twice.
I have pm'd you on reddit with this information but I read that this would be a better means of getting your attention.
If you can take a look at my transaction that would be great. I can pm you my mt gox account number if need be. Thanks.

-Matt

Do you have an email that I can use to look you up in our support system?  Thanks.

yes MMattLeeE@gmail.com

I am not seeing you in our support system.  Please log your issue at bitinstant.com/contact so we can begin working on your issue right away.  Thanks.

[MMattLeeE]

Hello I made a deposit on April 12 for 500 dollars using a money gram at a Walmart
It has not arrived in my Mt Gox account.

I believe I am in the camp where I put the wrong exchange account number (the one listed by Mt gox to use in the 'add funds' page is different from the account number)

Quote ID   a18b37ff-443e-43a6-a4f2-e20cdaec1df4
Event ID   14864b51-4dbd-43c9-8d27-aed6e7422002

I have logged it through the main channel, bitinstant.com/contact but have yet to hear anything else from you.
I emailed charlie twice.
I have pm'd you on reddit with this information but I read that this would be a better means of getting your attention.
If you can take a look at my transaction that would be great. I can pm you my mt gox account number if need be. Thanks.

-Matt

Do you have an email that I can use to look you up in our support system?  Thanks.

yes MMattLeeE@gmail.com

I am not seeing you in our support system.  Please log your issue at bitinstant.com/contact so we can begin working on your issue right away.  Thanks.

I already sent one a while back but will log another right away. Thanks.