Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

I have a problem with my bitinstant order, bitinstant support and feedback. I come here to offer bitinstant the chance to resolve the issues.

On 25th April I created an order for bitstamp coupon to vouchx coupon.
https://www.bitinstant.com/order_status/957a54e6-2f56-4cf2-815c-382504a93c19.

I created a bitstamp coupon and paid through to bitinstant. Bitinstant have the funds.
Thu Apr 25 13:38:54 2013   803c1d00-f7aa-4be9-a078-aea138eb54b4   Order executed - funds deposited at remote exchange

I confirmed with bitstamp that the voucher has indeed been redeemd , meaning bitinstant do indeed have the funds.

The order failed. The failure was on the bitinstant side.
Thu Apr 25 13:38:54 2013   d35aaceb-22f2-43ad-bd64-5f48e8bbb171   Serious error occurred

I contacted bitinstant support "seth" who said that my coupon failed and suggested I needed to pay again. This reply poor handled my issue, so I replied and got forwarded to another bitinstant representative "charlie".

Someone from Bitinstant have now set the order as to "manual transfer" and I have not received any feedback. I am still missing my funds (ie have not received a refund not the fulfillment of my original order to receive vouchx).
Wed May 1 22:03:20 2013   614d9c13-5f09-41bf-8580-0ae6ed1378f9   Manual transfer created

The whole process has been extremeley poor and I want this issue solved. A refund of funds back to my email address is easiest.

Please provide me with your email so I can verify that your issue is logged in our support system.  Thanks.

[1714956167]

1714956167

[1714956167]

1714956167

[1714956167]

1714956167

[1714956167]

1714956167

[1714956167]

1714956167

[URSAY]

More than 24 hours, I'm scared as sh*t!

Wish I could help.  Without any order info I have no idea where to look.

[URSAY]

Any chance i could get my coins today?

Any order info?

[Gareth Nelson]

Quote from: URSAY
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.

Quote from: mel2000
You have my OK to proceed. Thanks.

Quote from: URSAY
What is it you would like me to proceed with and what is your email so I can look up your issue in our support system and add additional instructions?

Thanks. You can proceed with my refund by pushing my funds to the bitcoin address in my original order.

email: mel2000@hotmail.com
order ID: cae140dd-5bd1-46e2-b392-51c5acbcac7a

Hello,

I am being told that this issue is related to Dwolla and you will need to speak with them for a resolution.  If you are unable to receive a resolution from Dwolla then let me know and we will look at other options.

Thanks.

Dwolla's records show that they sent $2500 to Bitinstant. Is that not the case? Can you explain what the issue is with Dwolla? What is it that I'm to speak to them about?

You deposit amount is far beyond our max deposit limit so that would explain your transaction failure.  Deposit minimums and maximums are listed on the front page of bitinstant.com

I am not sure how your issue will be dealt with.  Your transaction may be reversed completely.  However, we may push it thru.  Regardless, it would be helpful if you contacted Dwolla and asked them about your transaction and if you needed any further verification on your account.  Dwolla has changed verification recently and many users are having to reverify their accounts.

Here is Dwolla's reply:

Any funds that have been transferred to a third party and have already left Dwolla must be resolved with that third party if you can see that it has been sent from our systems.

Please do what you can to return my funds. Dwolla says they do not have it. I do not want to become a yo-yo having to guess where my $2500 is located. Please help.

A refund has been issued on this, apologies for the delay

[needmycoins]

Well here it is again.
Quote ID   8170de56-e570-4556-b959-0876c3926069
Event ID   5b30ca6d-228a-4633-8961-7d6903db1447, already contacted support, was advised it would be one business day, but that's come and gone. Also messaged support yesterday and received no response.

[URSAY]

Well here it is again.
Quote ID   8170de56-e570-4556-b959-0876c3926069
Event ID   5b30ca6d-228a-4633-8961-7d6903db1447, already contacted support, was advised it would be one business day, but that's come and gone. Also messaged support yesterday and received no response.

I am seeing that you received a message from Gabe thru our support system and he is working on your issue.  Thanks for your patience.

[needmycoins]

Thank you for the assistance, I've used bitinstant at least 20 times, this is only the second time I've run into an issue. Hopefully this one will be resolved soon.

[rwheeler]

PM sent with email as requested.
thanks

I have a problem with my bitinstant order, bitinstant support and feedback. I come here to offer bitinstant the chance to resolve the issues.

On 25th April I created an order for bitstamp coupon to vouchx coupon.
https://www.bitinstant.com/order_status/957a54e6-2f56-4cf2-815c-382504a93c19.

I created a bitstamp coupon and paid through to bitinstant. Bitinstant have the funds.
Thu Apr 25 13:38:54 2013   803c1d00-f7aa-4be9-a078-aea138eb54b4   Order executed - funds deposited at remote exchange

I confirmed with bitstamp that the voucher has indeed been redeemd , meaning bitinstant do indeed have the funds.

The order failed. The failure was on the bitinstant side.
Thu Apr 25 13:38:54 2013   d35aaceb-22f2-43ad-bd64-5f48e8bbb171   Serious error occurred

I contacted bitinstant support "seth" who said that my coupon failed and suggested I needed to pay again. This reply poor handled my issue, so I replied and got forwarded to another bitinstant representative "charlie".

Someone from Bitinstant have now set the order as to "manual transfer" and I have not received any feedback. I am still missing my funds (ie have not received a refund not the fulfillment of my original order to receive vouchx).
Wed May 1 22:03:20 2013   614d9c13-5f09-41bf-8580-0ae6ed1378f9   Manual transfer created

The whole process has been extremeley poor and I want this issue solved. A refund of funds back to my email address is easiest.

Please provide me with your email so I can verify that your issue is logged in our support system.  Thanks.

[kamizie]

Hello Bitinstant Supporter,


I placed this order on Apr 29 2013
https://www.bitinstant.com/order_status/8a863e96-2d5a-465c-bcb0-510d96d23e58
It said
Mon Apr 29 01:31:12 2013   0a1711c8-81ec-48b3-8c37-e3521e3cbcd0   Serious error occurred

I opened ticket at bitinstant.com/contact and received email review my case but it hasn't been solved until now.

This is my case https://bitinstant.assistly.com/agent/case/3083, I can't see because I not bitinstant.

Can you take some time to review again and resolve it.

[Gareth Nelson]

Hello Bitinstant Supporter,


I placed this order on Apr 29 2013
https://www.bitinstant.com/order_status/8a863e96-2d5a-465c-bcb0-510d96d23e58
It said
Mon Apr 29 01:31:12 2013   0a1711c8-81ec-48b3-8c37-e3521e3cbcd0   Serious error occurred

I opened ticket at bitinstant.com/contact and received email review my case but it hasn't been solved until now.

This is my case https://bitinstant.assistly.com/agent/case/3083, I can't see because I not bitinstant.

Can you take some time to review again and resolve it.

Sorted

[WilliamAraujo]

Hello Bitinstant Supporter,

Paid to "boleto" $150 USD for btc-e, has arrived in my confirmation email more money does not appear in btc-e.

Please help me.

https://www.bitinstant.com/order_status/20c3ecc1-87da-4cee-b3bf-986fb434ddc2

Thank you.

[URSAY]

Hello Bitinstant Supporter,

Paid to "boleto" $150 USD for btc-e, has arrived in my confirmation email more money does not appear in btc-e.

Please help me.

https://www.bitinstant.com/order_status/20c3ecc1-87da-4cee-b3bf-986fb434ddc2

Thank you.

Have you logged your issue?

bitinstant.com/contact

This will add you to the customer support queue. 

[WilliamAraujo]

Hello Bitinstant Supporter,

Paid to "boleto" $150 USD for btc-e, has arrived in my confirmation email more money does not appear in btc-e.

Please help me.

https://www.bitinstant.com/order_status/20c3ecc1-87da-4cee-b3bf-986fb434ddc2

Thank you.

Have you logged your issue?

bitinstant.com/contact

This will add you to the customer support queue. 

Ok! (:

[Sayaret.Egoz]

Its been a few weeks any ETA when my issue will be resolved?
Alex.

any news regarding my issue,please provide very approximate estimate when you will resolve it, do you need any more info from me?
Thank you.

Wrong exchange rate:

Order made Friday 12,2013
Paid 384.04 predominant rate was about $90 for BTC at the time of order, I would expect to receive about  384.04/90=4.26BTC I only received :3.27181814  about 1BTC missing. In other words you used rate of 384.04/3.27181814=117.3781621 about $30 more per BTC then the actual rate! I understand that exchange rate
fluctuate but not by $30 on Mt. Gox. On Saturday 13 I send the issue about it using the contact form on your website, still no reply.

Thank you for your help.

Order Details:

Order completed
Order receipt

Quote ID   2eb653fc-8bf4-4448-8712-8cb6c383fe2e
Event ID   46c50170-a4c5-4cc1-9c64-ce9dce635bc8
Fees (inclusive)   3.99%%
Amount you paid   $400.0 USD
Amount you will receive   $384.04 USD
Destination exchange   Bitcoin Address
Destination account   1NqvVmiN9GcRH2SsuhnFv42q8xBQ7fZbTA
Order event log

Timestamp   Event ID   Event type
Fri Apr 12 19:39:09 2013   46c50170-a4c5-4cc1-9c64-ce9dce635bc8   Quote for new transaction
Fri Apr 12 20:06:26 2013   c5d1f50a-bef9-4fc0-bd18-0e32a8c03205   New Order
Sat Apr 13 00:14:29 2013   27aceeea-6684-4917-bae8-a2a79283d2b5   MTGox Order Loading
Sat Apr 13 00:29:30 2013   5bb1afff-83e0-4360-a481-6b63a32f2800   Order executed - funds deposited at remote exchange

Issue logged.  These types of issues can take some time to research on our end.  Please be patient.

As we drastically reduce our support back log we will be able to spend more time on price execution issues.  As I've mentioned before, these issues can take some time to research and then must be escalated for a refund.  Thanks for your patience.

[URSAY]

Its been a few weeks any ETA when my issue will be resolved?
Alex.

any news regarding my issue,please provide very approximate estimate when you will resolve it, do you need any more info from me?
Thank you.

Wrong exchange rate:

Order made Friday 12,2013
Paid 384.04 predominant rate was about $90 for BTC at the time of order, I would expect to receive about  384.04/90=4.26BTC I only received :3.27181814  about 1BTC missing. In other words you used rate of 384.04/3.27181814=117.3781621 about $30 more per BTC then the actual rate! I understand that exchange rate
fluctuate but not by $30 on Mt. Gox. On Saturday 13 I send the issue about it using the contact form on your website, still no reply.

Thank you for your help.

Order Details:

Order completed
Order receipt

Quote ID   2eb653fc-8bf4-4448-8712-8cb6c383fe2e
Event ID   46c50170-a4c5-4cc1-9c64-ce9dce635bc8
Fees (inclusive)   3.99%%
Amount you paid   $400.0 USD
Amount you will receive   $384.04 USD
Destination exchange   Bitcoin Address
Destination account   1NqvVmiN9GcRH2SsuhnFv42q8xBQ7fZbTA
Order event log

Timestamp   Event ID   Event type
Fri Apr 12 19:39:09 2013   46c50170-a4c5-4cc1-9c64-ce9dce635bc8   Quote for new transaction
Fri Apr 12 20:06:26 2013   c5d1f50a-bef9-4fc0-bd18-0e32a8c03205   New Order
Sat Apr 13 00:14:29 2013   27aceeea-6684-4917-bae8-a2a79283d2b5   MTGox Order Loading
Sat Apr 13 00:29:30 2013   5bb1afff-83e0-4360-a481-6b63a32f2800   Order executed - funds deposited at remote exchange

Issue logged.  These types of issues can take some time to research on our end.  Please be patient.

As we drastically reduce our support back log we will be able to spend more time on price execution issues.  As I've mentioned before, these issues can take some time to research and then must be escalated for a refund.  Thanks for your patience.

Can you provide your email?

[Sayaret.Egoz]

Just send you private message with my email

Its been a few weeks any ETA when my issue will be resolved?
Alex.

any news regarding my issue,please provide very approximate estimate when you will resolve it, do you need any more info from me?
Thank you.

Wrong exchange rate:

Order made Friday 12,2013
Paid 384.04 predominant rate was about $90 for BTC at the time of order, I would expect to receive about  384.04/90=4.26BTC I only received :3.27181814  about 1BTC missing. In other words you used rate of 384.04/3.27181814=117.3781621 about $30 more per BTC then the actual rate! I understand that exchange rate
fluctuate but not by $30 on Mt. Gox. On Saturday 13 I send the issue about it using the contact form on your website, still no reply.

Thank you for your help.

Order Details:

Order completed
Order receipt

Quote ID   2eb653fc-8bf4-4448-8712-8cb6c383fe2e
Event ID   46c50170-a4c5-4cc1-9c64-ce9dce635bc8
Fees (inclusive)   3.99%%
Amount you paid   $400.0 USD
Amount you will receive   $384.04 USD
Destination exchange   Bitcoin Address
Destination account   1NqvVmiN9GcRH2SsuhnFv42q8xBQ7fZbTA
Order event log

Timestamp   Event ID   Event type
Fri Apr 12 19:39:09 2013   46c50170-a4c5-4cc1-9c64-ce9dce635bc8   Quote for new transaction
Fri Apr 12 20:06:26 2013   c5d1f50a-bef9-4fc0-bd18-0e32a8c03205   New Order
Sat Apr 13 00:14:29 2013   27aceeea-6684-4917-bae8-a2a79283d2b5   MTGox Order Loading
Sat Apr 13 00:29:30 2013   5bb1afff-83e0-4360-a481-6b63a32f2800   Order executed - funds deposited at remote exchange

Issue logged.  These types of issues can take some time to research on our end.  Please be patient.

As we drastically reduce our support back log we will be able to spend more time on price execution issues.  As I've mentioned before, these issues can take some time to research and then must be escalated for a refund.  Thanks for your patience.

Can you provide your email?

[URSAY]

Just send you private message with my email

Its been a few weeks any ETA when my issue will be resolved?
Alex.

any news regarding my issue,please provide very approximate estimate when you will resolve it, do you need any more info from me?
Thank you.

Wrong exchange rate:

Order made Friday 12,2013
Paid 384.04 predominant rate was about $90 for BTC at the time of order, I would expect to receive about  384.04/90=4.26BTC I only received :3.27181814  about 1BTC missing. In other words you used rate of 384.04/3.27181814=117.3781621 about $30 more per BTC then the actual rate! I understand that exchange rate
fluctuate but not by $30 on Mt. Gox. On Saturday 13 I send the issue about it using the contact form on your website, still no reply.

Thank you for your help.

Order Details:

Order completed
Order receipt

Quote ID   2eb653fc-8bf4-4448-8712-8cb6c383fe2e
Event ID   46c50170-a4c5-4cc1-9c64-ce9dce635bc8
Fees (inclusive)   3.99%%
Amount you paid   $400.0 USD
Amount you will receive   $384.04 USD
Destination exchange   Bitcoin Address
Destination account   1NqvVmiN9GcRH2SsuhnFv42q8xBQ7fZbTA
Order event log

Timestamp   Event ID   Event type
Fri Apr 12 19:39:09 2013   46c50170-a4c5-4cc1-9c64-ce9dce635bc8   Quote for new transaction
Fri Apr 12 20:06:26 2013   c5d1f50a-bef9-4fc0-bd18-0e32a8c03205   New Order
Sat Apr 13 00:14:29 2013   27aceeea-6684-4917-bae8-a2a79283d2b5   MTGox Order Loading
Sat Apr 13 00:29:30 2013   5bb1afff-83e0-4360-a481-6b63a32f2800   Order executed - funds deposited at remote exchange

Issue logged.  These types of issues can take some time to research on our end.  Please be patient.

As we drastically reduce our support back log we will be able to spend more time on price execution issues.  As I've mentioned before, these issues can take some time to research and then must be escalated for a refund.  Thanks for your patience.

Can you provide your email?

I've responded to you regarding your issue thru our support system at bitinstant.com/contact .  Thanks.

[FireBlazzer]

i have still not goten my refund... its been 21 days

1LegDJSSFSMZcYbFvuabLcTB1s8yC5A8pe

amazing0@att.net

[URSAY]

i have still not goten my refund... its been 21 days

1LegDJSSFSMZcYbFvuabLcTB1s8yC5A8pe

amazing0@att.net

Your refund is in the queue and should be fulfilled soon.  Thanks for your patience.

[StrictlyBusiness]

Placed another order, I made sure everything was okay and funds still have not arrived
Plz somebody help I cannot loose these funds thanks!



Quote ID   603d98bd-a150-4552-abc1-c49d6dd4afa4
Event ID   aa812e4a-51c9-4a6a-8bf9-3d07f0f6585e