Official Newbie BitInstant Support Thread (Active Customer Support)

[bitcoinuser5654]

Quote from: bitcoinuser5654 on January 31, 2013, 08:44:40 PM
Well... You finally transferred my coins this morning... now that I can no longer access my instawallet. Instawallet was up all last night of course. Now I check blockchain.info and can see that my coins have been removed my receiving address. This delay may have just cost me $300. Not too happy about that! Not necessarily your fault I used instawallet, but if the transaction went through yesterday, as it should have, I would have already used my coins as intended. What a clusterfuck!

Whoa! Really? You dont have a copy of the Instawallet URL?

Ummm... Of course I have a copy of my Instawallet URL. Instawallet was down all day yesterday. It went down about 16 hours after I deposited my money through Zipzap. You finally transferred my coins to my Instawallet address about 18 hours after the deposit, while Instawallet was down. Now that Instawallet is back up I see that my wallet has been "pruned" according to Davout. I'm still trying to track down where the hell my coins went. Waiting on Instawallet support to respond at this point.

I very much appreciate that bitinstant actively provides support in this thread! I wish Instawallet would do the same, they left us out in the cold yesterday. However, had bitinstant come through in a timely manner(as you usually do!), I would have not wasted the last 40 hours of my time hunting down my lost money.

Then you promised that we would get coins at the price they were when we ordered, that didn't happen. Then you promised we would pay no bitinstant fees, that didn't happen. If you're going to promise something you should follow through with that promise. At this point, Instawallet has borked my original receiving address and I probably wouldn't even get the extra coin if you tried to send it to me.

I'm not all that worried about the $20 or so extra that I would've gotten. I'm more worried about my original coins that are lost in the nether for now. I guess I just picked the wrong combination of services to use at that given time. Even though I had used the same combination with success many times before. It has turned into a nightmare of "Where's my money? It's coming soon! Oh, now where's my money?!" Sorry, I had to vent my frustration and get out of Newbie status on this forum.

[alicethecat]

Good Morning All,

Placed an order about 24 hrs ago. Got the confirmation email from Zip Zap but have yet to receive my bitcoins. It's always taken less than 2 hrs before so I'm concerned.
Acct# is 479680589
Thanks

Hey, just got the good news its processing now  We will refund the fees once it goes thru.

Thank you for helping me. I received an email from support@bitinstant.com and it gave me a link to coinapult to get my coins, however, there are 0 coins to receive. Can I get a coinapult link that has coins in it this time? Thanks

[Sharp As Marbles]

5ed7f0ac-2a8f-4bf5-8381-69fb0e929dc7  This order was made 1/30.  It was processed and received to day Feb 1.  Took over two days.  I made a deposit for $100.00 (after paying zipzap fees) I received something around $95ish, on top of getting coins at Feb 1 Prices. 

 ad6ee1e4-dd86-476d-ad0b-31c3eb72aaa8 This order was made Feb 1.  It was processed marked as "complete" and under events and in email was told funds were sent wallet.  Once talking to live chat I was told it got stuck in a "double filter" and would have be manually processed one business day later.  So now I will get the coin who knows when, at who knows what price again.

Both times were never even remotely my fault.  I sent in an email to at least get some fees back but Have not heard anything back.
 

These were my first two transactions with bitinstant very frustrating to say the least!!

[BitcoinMonster]

I will have taken a week and a half to get one order of coins and a couple days for the other lost order.. but my worries are eased as Yankee has been in good communication with me here while trying to help me receive my 1000$ in coins!!

Thank you for your help in this matter.. and for changing the receiving address.. I really appreciate it

[Sunyata]

Details pm'd, no worries get back to me whenever.

[turt1e]

Will we receive the difference for the amount that we paid + the amount for the fees?

I paid about 21.XX/btc and the price at the time of purchase was in the 19.XX/btc. It kinda makes a difference on a ~$500 dollar order. I understand you answered these questions on the last page, but your answer is unclear.

Will you just put it in our account using the method we chose in our orders?

[tripptripp]

I, like the person above me, am curious how BitInstant is going to handle the extreme delay from order placement to order execution.  I saw that Yankee indicated that fees would be refunded but I have heard nothing else on the matter.  By my calculations, I lost ~1.43 Bitcoins as a result of the delay and would like to hear a reason why I should consider BitInstant the next time I would like to do a currency exchange.

Having said all that, I am very impressed at the customer service provided by BitInstant via this forum.

Edit: I received my refund on the price fluctuation!  Problem solved successfully!

[bombzilla]

Order ID: 540f0942-3407-420e-8ac1-07289023e804
Placed order a month and a half ago. Had some infrequently emailing with Rachel to no avail. Still haven't gotten any funds.

[Calicriz]

About 5 hours ago I made a cash deposit using Bitinstant through ZipZap.  The address associated with my OKPay wallet was supposed to be the destination for those funds.  Alarmingly enough though, I've yet to receive anything even though my order appears to have already obtained the 6 confirmations required (according to Blockchain) prior to the funds being available.  In fact, I believe the funds are indeed allocated to the address used in my transaction order, but since OKPay is an e-wallet, I don't have the first clue as to where I could find the Private Key associated with that address and therefore my hands are tied.  I am unsure if this whole cluster-f*$ck is due to an issue with OKPay, Bitinstant, or worse yet, that something screwy is going on and my funds have been hijacked somehow.  I'm unsure the latter is even really possible, but when I can't access the cash I get wary. 

Can someone help me understand what's going on?  To me, it seems more likely to be an issue with OKPay, but I don't really know.  If need be, my Bitinstant info used to make the deposit in question is:

OrderID: 299e78cb-e83b-4893-8fc6-07001494149a
EventID: 9fe515cb-af5f-48d9-8d99-c911f41f2bcf
DestAccount: 1EgAb4ihHng7dSHoy9QJmskNv2KBYdkppD
QuoteID: 38f31850-a7c1-44d4-905c-bedecdce9265
User: SYSTEM
DestExchange: btc
eventtype: Order executed

Any advice, or suggestions would be very much appreciated. 

[bostongeorge]

i have used bitinstant cash to a bitcoin address in the past with no issues but this time never recieved my BTC. i deposited the money at 3:14 pm 1/30/13 it is currently 8:14 am 2/2/2013 and i have yet to recieve them. when i checked the order it said order execution failed.
my quote id is 2020c065-3da8-453e-ad1c-8e4bda000e4d

[mrspicey]

So im an idiot and did the mt gox option when I really meant to send to a wallet.

OrderID: 6eb7aff9-873a-4a0a-b631-1e65f36fdbaf

I put this in the mt. gox field, 1CadY6jiA6Vo2A32PbEnRvL2FvMQPLA2uR, and thats the wallet ID i meant to send the coins to.

Thanks!

[doctorex]

Question if anyone knows? I bought my bitcoin yesterday at $19.xx but today the price is $20.xx. It matters because I have to pay a fee in bitcoin prices and now that may not be enough.
So. Does BITINSTANT honor the BTC price at the time we purchased? Thanks!

Whats your Order ID? and yes we do.

Yankee,
What will the turn around time and method be for the fee refund and honoring the BTC prices?

Best,
dr

[bitcoinuser5654]

Just wanted to update that after 3 days, I've finally got control of my own coins! This was a time consuming nightmare to deal with! Though most of the blame falls to instawallet and their not so great support. A little heads up that the site was about to go down for 24 hours would have been nice. Or perhaps not pruning my wallet 2 hours before my transfer was going through.

I'm just glad I can finally move on from this not so simple or instant transaction. Thank you bitinstant for at least providing this medium of communication. You did resolve your side of the problem pretty quickly. Unfortunately for me, it just led to more problems which were out of your control.

[Sharp As Marbles]

Update!! STILL NO REFUND ON EITHER ONE!!

You're chatting with Seth
ID: TPS-IUTYC-510
Send me transcript
End chat
Me
12:23
name: Chris
email: hiddenharb0r802@gmail.com
Quote ID - ad6ee1e4-dd86-476d-ad0b-31c3eb72aaa8
Seth
12:24
One moment please.
Me
12:25
k
Seth
12:26
Okay, I'm going to forward this over to tech support where they can issue a manual transfer. This will take one day to resolve. Sorry for your delay. Have a nice weekend!
Me
12:26
Thats what someone told me 24 hrs ago
Seth
12:27
It's the weekend. Tech support won't be back until Monday.
Me
12:27
K
Can I request a refund?
Seth
12:28
I suppose it's possible, but the refund wouldn't get to you any quicker than just waiting until Monday. In fact, probably less so.
Me
12:28
Can I take back the moneygram payment
or would I need to contact zipzap
Seth
12:29
No, ZipZap has already paid us.
Me
12:29
Can you please send me a WU or MG
Seth
12:29
At this point, it is us who needs to pay you.
WU, MG? What's that?
Me
12:29
You can do that online
Money Gram Western Union
Seth
12:30
No, I'm just the first line of support. I cannot transfer any money. Seriously, at this point you're better of getting paid in Bitcoin. A refund would likely take much longer.
Me
12:31
Well pass to support or something
I have two
transactions that were not honored
even close to timeframes promised
coins at prices that I was not quoted at
If I can't get some kind of refund
I will complain to MG
that these payments
arnt being honored in the conditions to which im sending
Seth
12:32
After you receive your funds, please contact us again with your Order ID number and ask for a refund of the fees. This can be done
Me
12:32
Ive been nothing but nice
and waited
but this is rediculous
12:33
First order 48 hrs
now this one 5 days
.....
Seth
12:33
Again, your fees will be refunded no problem.
Me
12:33
for the first one
12:34
but id like a refund on this new one I mean cash not bitcoin
Seth
12:34
Are you willing to wait a considerable amount of time for your refund? Because honestly it will take much longer to get a refund than just waiting for the bitcoin transaction to get processed.
Me
12:35
I swear this is very fustrating
my money is being floated
Seth
12:35
Floated?
Me
12:35
Being held with product being sent
with no fault on my side
Seth
12:36
The problems that arise are from dollar transactions, not bitcoin transactions.
Me
12:36
Well what is the solution
I would like a refund on my money
Seth
12:36
Just be patient.
12:37
Okay, I'm going to put a cancel order in for the order id you gave me. It could be quite some time before you get your refund, as opposed to getting paid in Bitcoin.
Me
12:38
Why can't I get a cash refund?
You guys havn't sent the coin yet..
Seth
12:38
How are you going to get a cash refund? You want me to mail you some cash in the mail?
Me
12:38
No
You can wire
Check ach
Wu
MG
plently of options
12:39
I dont know what company policy
is for cash refunds
Seth
12:39
I don't think it works that way. But I will tell my supervisor about it.
Me
12:39
Where is this company located
Seth
12:40
Manhattan
Me
12:40
Alright
Well I am going to talk to zipzap
Put my order and mark it
to send as bitcoin
since you guys obv dont
have a cash refund policy
other than top manager decision
Seth
12:41
Just be patient. Like I said, you will get a refund of your fees. That's better than a cash refund.
Me
12:41
Bro you relize
with inflation
its a worse deal to take the coin
I am gettin it
either way...
Doesn't really matter
Seth
12:42
With inflation you should be trying to get OUT of the dollar, not back in it.
Me
12:42
I was quoted at 19
and got it at 20.5
on my first order
if i got my fees back and took cash
obv im better off
Seth
12:42
You're talking about a couple of bucks. Your order wasn't in the millions of Dollars.
Me
12:43
You guys have a limit
cmon now
Seth
12:43
It's not a limit we like, that's the federal government's limit.
Me
12:43
Well I am going to tell Moneygram to mark this as a fraud
and abuse of system
and see if I can't get a small claims case
against zipzap
Seth
12:43
Okay, have a great weekend!
Me
12:43
bye
***************
Rude unprofessional customer service, seems like an all around cluster fuck.

I would advise anyone thinking of using them to think twice!!!
 

[tantienstar69]

Bike rode all the way to CVS to find out that bitinstant didn't work and everyone was looking at me like a retard because of me asking for bitcoins

[doctorex]

Bike rode all the way to CVS to find out that bitinstant didn't work and everyone was looking at me like a retard because of me asking for bitcoins

quicky fyi. I've found that check cashing stores that do moneygram are your best bet if you want to deal with an associate that has a clue

[turt1e]

All these problems is making me want to turn to another method of cash >>> bitcoin.

I made another two transactions for the same amount (303.95) and the second transaction didn't go through because it was the same amount as the first. The order is marked as "order successful" but the blockchain doesn't show up as sent. Now bitcoin prices are going down and im losing a bunch of money.

[Sharp As Marbles]

Scam site!!! Use more reputable ways of getting coin!!!

You're talking about a couple of bucks. Your order wasn't in the millions of Dollars. (live support)


Thats their attitude to stealing from me. Acknowledge it and its no big deal its just a couple bucks lol!

Hold my money and give me coin at current price nice squeeze!!!!

[twistedpeace]

Companys staff are liars.
Said they would refund the fee's of my transaction multiple times in multiple emails
almost a week latter no response after the fact that they said they would..
not cool.
 

[doctorex]

Companys staff are liars.
Said they would refund the fee's of my transaction multiple times in multiple emails
almost a week latter no response after the fact that they said they would..
not cool.
 

2 business days aren't a week, guy.