Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

ZipZap no longer is responding to my issue/ticket. I gave them all the info up front, they asked for it again, I sent a pic of the receipt, no reply from them again.

Looks like the money I sent is gone for good.

Your money is not "gone for good".  Issues take time to resolve.  Please be patient and work with ZipZap on your issue.  Not all communication will be completely immediate.

[1714955874]

1714955874

[1714955874]

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[URSAY]

Are you kidding me? I communicated with you personally over several e-mails which I have on record here in my e-mail program, and now you're acting like you don't remember. It's Case #: 6449.

This issue was not logged under the email that you gave me.  Thanks for providing the case number.  I was able to find your issue with that info and I will continue looking into your case.

I gave you the wrong e-mail, i sent you the correct one. I've been waiting for 15 days for the refund, you can surely understand i'm a little angry...

I can understand your anger but if you are giving me incorrect info then it's very difficult to help.  Thanks for your understanding.

[orymh]

This seems like the right place to ask: Your site indicates that cash deposits are down for the weekend. Can you provide more detail? What's your confidence level that things will be resolved by Monday? Also, is there anything you can share about the root cause? Thanks in advance!

[URSAY]

This seems like the right place to ask: Your site indicates that cash deposits are down for the weekend. Can you provide more detail? What's your confidence level that things will be resolved by Monday? Also, is there anything you can share about the root cause? Thanks in advance!

I'm sorry that I don't have details currently.  I have been told it will be back up Monday however so there is no need to worry. 

[Nuro77]

After a long time, ZipZap got back to me and said the payment is stuck in MG. I've verified all the info was entered correctly on the form by me, so it's possible the clerk maybe mistyped something in...

But my questions are -

1. If I cancel and redo the ZipZap payment, after ZipZap notifies your system, will BitInstant still pick it up and send the funds to my bitcoin address?... Because it's now going to be 12-24h after the initial quote was made, and your public transfer-to-address function is down.

2. At what point am I locked into the USD-to-Bitcoin exchange rate? At BitInstant quote time, at ZipZap notification time, or at Exchange execution time?

[URSAY]

Cash deposits will be back Monday.  Thanks for your patience.

[ardana123]

Are you kidding me? I communicated with you personally over several e-mails which I have on record here in my e-mail program, and now you're acting like you don't remember. It's Case #: 6449.

This issue was not logged under the email that you gave me.  Thanks for providing the case number.  I was able to find your issue with that info and I will continue looking into your case.  You are not the only person using our service.  I deal with many customers every day.  Thanks for your patience.

Well did you look into my case?

[wudi]

good  very good

[Nuro77]

Looks like ZipZap was lying through their teeth, no doubt something they do even more easier then breathing.

After 24h of "support", were they ask for info that you already mentioned in the issue ticket, demand photocopies of receipts, wait hours and hours to get back to you, and close the ticket by telling you to go do the transaction correctly, all their lies have unraveled.

After going to the clerk desk and contacting MG, all this time, there was not a single thing wrong with the Express Payment; ZipZap simply rejected the valid transaction immediately after payment was made due to whatever issues they are having with their system; and the money was sent back via MG.

All they had to do was tell me this, but instead they force you to waist 24h of your time jumping through hoops for them. So they don't take any blame. Scum.

This can't all be coincidence with BitInstant also not doing cash transactions until Monday. You could have also stated that ZipZap was actively rejecting MG transactions.

[URSAY]

Are you kidding me? I communicated with you personally over several e-mails which I have on record here in my e-mail program, and now you're acting like you don't remember. It's Case #: 6449.

This issue was not logged under the email that you gave me.  Thanks for providing the case number.  I was able to find your issue with that info and I will continue looking into your case.  You are not the only person using our service.  I deal with many customers every day.  Thanks for your patience.

Well did you look into my case?

I asked my supervisor to take a look at your case on Friday.  Please be patient as we work to get you a refund.

[URSAY]

Looks like ZipZap was lying through their teeth, no doubt something they do even more easier then breathing.

After 24h of "support", were they ask for info that you already mentioned in the issue ticket, demand photocopies of receipts, wait hours and hours to get back to you, and close the ticket by telling you to go do the transaction correctly, all their lies have unraveled.

After going to the clerk desk and contacting MG, all this time, there was not a single thing wrong with the Express Payment; ZipZap simply rejected the valid transaction immediately after payment was made due to whatever issues they are having with their system; and the money was sent back via MG.

All they had to do was tell me this, but instead they force you to waist 24h of your time jumping through hoops for them. So they don't take any blame. Scum.

This can't all be coincidence with BitInstant also not doing cash transactions until Monday. You could have also stated that ZipZap was actively rejecting MG transactions.

You are the only rejected transaction that I am aware of from recent days.  I have never heard of a refund thru Moneygram before.  I would love to look further into your case but you are providing no actionable details.  You have a refund though...correct?  It sounds like you already have a resolution.

[Nuro77]

Yes. I got the money back at the MG location. There is no issue now.

They said it was already waiting for me.

Previously, if something was wrong with the info on a MG or WU form, we would have to cancel it and get a refund, or fix it and send it again.

But this time I had to fill out a money-receive form. Because the MG representative on the phone said the transaction was rejected by ZipZap and the money was sent back. Everything was valid on my end, the account number, the company name and code, etc.

[ardana123]

Are you kidding me? I communicated with you personally over several e-mails which I have on record here in my e-mail program, and now you're acting like you don't remember. It's Case #: 6449.

This issue was not logged under the email that you gave me.  Thanks for providing the case number.  I was able to find your issue with that info and I will continue looking into your case.  You are not the only person using our service.  I deal with many customers every day.  Thanks for your patience.

Well did you look into my case?

I asked my supervisor to take a look at your case on Friday.  Please be patient as we work to get you a refund.

Well, i've been waiting patiently for 16 days now... This is not 20$ we're talking about here, this is 2000$, a whole month of work for me. I really hope i get my money back next week... This is specifically why i used your service, to avoid the 1 month+ it takes to execute a withdrawal to your bank account on mtgox.

[URSAY]

Yes. I got the money back at the MG location. There is no issue now.

They said it was already waiting for me.

Previously, if something was wrong with the info on a MG or WU form, we would have to cancel it and get a refund, or fix it and send it again.

But this time I had to fill out a money-receive form. Because the MG representative on the phone said the transaction was rejected by ZipZap and the money was sent back. Everything was valid on my end, the account number, the company name and code, etc.

Surely there was a reason given for rejection.  You haven't shared that yet though and I still don't have any particular case details.  Great to hear that your issue was resolved.  I hope you can find a way to work out this issue in the future.  If you need help you can always hit us up at bitinstant.com/contact

[URSAY]

Are you kidding me? I communicated with you personally over several e-mails which I have on record here in my e-mail program, and now you're acting like you don't remember. It's Case #: 6449.

This issue was not logged under the email that you gave me.  Thanks for providing the case number.  I was able to find your issue with that info and I will continue looking into your case.  You are not the only person using our service.  I deal with many customers every day.  Thanks for your patience.

Well did you look into my case?

I asked my supervisor to take a look at your case on Friday.  Please be patient as we work to get you a refund.

Well, i've been waiting patiently for 16 days now... This is not 20$ we're talking about here, this is 2000$, a whole month of work for me. I really hope i get my money back next week... This is specifically why i used your service, to avoid the 1 month+ it takes to execute a withdrawal to your bank account on mtgox.

I'm terribly sorry that you've had to wait so long for a refund.  The current guidelines are on the front page of bitinstant.com...

"limits 500 for all transfers, 1000 for cash bank deposits, 2000 per per day, minimal order 20"

I believe our new site at new.bitinstant.com wil not even allow a customer to make these mistakes.  If you don't see a refund this weekend then I'll mention it again to my supervisor on Monday...in person. 

[Nuro77]

Surely there was a reason given for rejection.  You haven't shared that yet though and I still don't have any particular case details.

You'd think so. But it's not really that fine-grained, MG just knew ZipZap rejected it, when that happened MG sent it back to me and created a new reference number for me to use on the form, and the other parties involved are either just as clueless, or have a reason not to share why the transaction failed so spectacularly.

It was a small transaction (between $100-$200), under the same exact name and info I used about 30 days ago to do a similar amount. No red-flags. Except I use TOR.

I'd think it was an error on ZipZap's side - related to the problems they were having the previous days.

The only thing related I could share is the zipzap account info, but they couldn't tell me anything, so I don't see the point in it.

[URSAY]

Why have cash payments been suspended? Sorry if I missed an earlier reply to this question.

Cash payments will return Monday.  They're down for maintenance this weekend.

[URSAY]

Surely there was a reason given for rejection.  You haven't shared that yet though and I still don't have any particular case details.

You'd think so. But it's not really that fine-grained, MG just knew ZipZap rejected it, when that happened MG sent it back to me and created a new reference number for me to use on the form, and the other parties involved are either just as clueless, or have a reason not to share why the transaction failed so spectacularly.

It was a small transaction (between $100-$200), under the same exact name and info I used about 30 days ago to do a similar amount. No red-flags. Except I use TOR.

I'd think it was an error on ZipZap's side - related to the problems they were having the previous days.

The only thing related I could share is the zipzap account info, but they couldn’t tell me anything, so I don't see the point in it.

Are you asking me to help you understand this?  I still don't have any info that will help me identify your order.

[Troupster]

Why have cash payments been suspended? Sorry if I missed an earlier reply to this question.

Cash payments will return Monday.  They're down for maintenance this weekend.

Can you explain why I got my daily limit raised on new.bitinstant.com , to $10,000 a day, yet I have to do transactions of $500 each?

Is there any way to send more than $500 at a time?

[brishtiteveja]

BitInstant support is awesome.