Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Day 2 and still no deposit or meaningful contact.

Tyler I've contacted you multiple times on this forum and thru PM.  Are you seeing my communication?

[URSAY]

so what are my options at this point?

Please be more specific.  I want to help you but I need to understand your situation and what you are asking.

[URSAY]

Account # 150965960

What is this an acct. # to?  Do you have any other info?  What is your issue?  Thanks! 

[StrictlyBusiness]

That's the order account number I got ffom paym ent slip I'm missing $420.95 to my mtgox accnt

[bloodsipper]

Hello,
  First time user of bitinstant, and so far not such a great experience.  I paid with moneygram and got my confirmation from zipzap before i got home from walmart.  Bitinstant site has said 'loading' under my order for the past few hours.  I have not recieved any email from bitinstant.  My bitcoin account is still empty.  The 'active' irc channel seems pretty slow and inactive, and the 'live' support seems pretty dead. 

Quote ID    43b99285-8c28-4235-867c-bb4ec8996875
Event ID    6750748d-ebb4-430d-b14d-34df1ab6fe4b

Any chance you also have an order ID #?

Wed Apr 3 05:55:39 2013   6750748d-ebb4-430d-b14d-34df1ab6fe4b       Quote for new transaction
Wed Apr 3 06:47:16 2013   486cf0bc-5ee3-4946-b819-5910a55a22f7       New Order
Wed Apr 3 06:48:26 2013   f3d5c786-5f4d-4cae-b51e-fdc900d5af6a        MTGox Order Loading
Wed Apr 3 06:53:26 2013   7d90e60b-c078-4ed7-9f33-2a60d2d9e6a6   Coinapult Order Loading

this is what i have - i have since received an email from support - an API problem with MtGox apparently?

Was your issue resolved or do you feel like I should open up a support ticket for you?

i still havent received any btc.  here is the reply i received:

I apologize for the delay. Due to an API issue on the Mt.Gox exchange, there are delays funding and processing to Mt.Gox/Bitcoin purchasing exchange that has caused orders to get ‘stuck’ in our system. Rest assured, your funds are safe and your transaction has already been re-queued. Your order will process in the next couple of hours as soon as we have the appropriate balance. Thanks so much for your patience.

so at least i am getting response now, just wish i had a better experience for my first time.  

no word from live agent either.
 

If there's a simple refund method I'd also be curious to hear that.

i could have done a bank transfer and had the BTC in 24 hours elsewhere, i am currently at 15 hours and it took me 5 hours to get a response from 'liveagent' who claimed i would have my BTC in the next couple hours.  As it is getting later and later and BTC prices plummet, i cannot help but wonder if i will receive them in 2 days bought at the peak and received at half what i paid

You may of contacted support in another manner but this is the first I am hearing of your situation.  Are you wanting me to try and help?  

i mentioned it a few pages back this morning, i had gotten a reply from liveagent and thought i would be receiving my bitcoins, any help would be appreciated

Did you give me information like order ID # and the specific problem you were having?  If not, can I get that information?  Thanks!

so what are my options at this point?

Please be more specific.  I want to help you but I need to understand your situation and what you are asking.

can i get my money back via paypal?  can i get coins through a different exchange?  

[Tyler94]

I think it's great that they have multiple support options.

Except they don't. This is the only avenue of contact with any chance of a response. My emails to support@bitinstant.com, which I tried before I came here, went completely unanswered. Not even a "We're here and are working on it." I only came here to vent about being ripped off until I saw this. I would have never been here to begin with, if it had been handled or I thought it would be handled by normal support.

Anyway, that's not really your fault. I'm just saying that they should at least give normal support as much priority as this, because what is done here is more PR than support.

[URSAY]

I am getting ur pms URSAY but I cant pm you back. I dont know where I am supposed to be getting a six digit account id.
In the bitinstant funding page they give me 38454 but that is 5 digits.

noname

I believe your looking for your MTGOX account ID.  You would find this while your logged into your MTGOX acct.

[Tyler94]

Day 2 and still no deposit or meaningful contact.

Tyler I've contacted you multiple times on this forum and thru PM.  Are you seeing my communication?

I'm seeing it, but the operative word is "meaningful". Nothing has been done nor has any route of repayment been proposed. I'll take a Dwolla refund at this point.

[URSAY]

That's the order account number I got ffom paym ent slip I'm missing $420.95 to my mtgox accnt

That doesn't look like a BitInstant order #.  Do you have any other information about your transaction?  Thanks. 

[URSAY]

Hello,
  First time user of bitinstant, and so far not such a great experience.  I paid with moneygram and got my confirmation from zipzap before i got home from walmart.  Bitinstant site has said 'loading' under my order for the past few hours.  I have not recieved any email from bitinstant.  My bitcoin account is still empty.  The 'active' irc channel seems pretty slow and inactive, and the 'live' support seems pretty dead. 

Quote ID    43b99285-8c28-4235-867c-bb4ec8996875
Event ID    6750748d-ebb4-430d-b14d-34df1ab6fe4b

Any chance you also have an order ID #?

I am still trying to understand how you want your issue resolved.  Do you want me to submit a ticket for you which asks for a refund?  I am not saying you will get it because I don't know the specifics about your transaction.  But I would love it if you made your transaction details clear and explained how you want resolution.  Thanks! 

-BitInstant Support

Wed Apr 3 05:55:39 2013   6750748d-ebb4-430d-b14d-34df1ab6fe4b       Quote for new transaction
Wed Apr 3 06:47:16 2013   486cf0bc-5ee3-4946-b819-5910a55a22f7       New Order
Wed Apr 3 06:48:26 2013   f3d5c786-5f4d-4cae-b51e-fdc900d5af6a        MTGox Order Loading
Wed Apr 3 06:53:26 2013   7d90e60b-c078-4ed7-9f33-2a60d2d9e6a6   Coinapult Order Loading

this is what i have - i have since received an email from support - an API problem with MtGox apparently?

Was your issue resolved or do you feel like I should open up a support ticket for you?

i still havent received any btc.  here is the reply i received:

I apologize for the delay. Due to an API issue on the Mt.Gox exchange, there are delays funding and processing to Mt.Gox/Bitcoin purchasing exchange that has caused orders to get ‘stuck’ in our system. Rest assured, your funds are safe and your transaction has already been re-queued. Your order will process in the next couple of hours as soon as we have the appropriate balance. Thanks so much for your patience.

so at least i am getting response now, just wish i had a better experience for my first time.  

no word from live agent either.
 

If there's a simple refund method I'd also be curious to hear that.

i could have done a bank transfer and had the BTC in 24 hours elsewhere, i am currently at 15 hours and it took me 5 hours to get a response from 'liveagent' who claimed i would have my BTC in the next couple hours.  As it is getting later and later and BTC prices plummet, i cannot help but wonder if i will receive them in 2 days bought at the peak and received at half what i paid

You may of contacted support in another manner but this is the first I am hearing of your situation.  Are you wanting me to try and help?  

i mentioned it a few pages back this morning, i had gotten a reply from liveagent and thought i would be receiving my bitcoins, any help would be appreciated

Did you give me information like order ID # and the specific problem you were having?  If not, can I get that information?  Thanks!

so what are my options at this point?

Please be more specific.  I want to help you but I need to understand your situation and what you are asking.

can i get my money back via paypal?  can i get coins through a different exchange?  

[delgas]

Ursay, can you please check this transaction?

I paid via ZipZap --> CVS to a personal bitcoin address 12 hours ago and the bitcoins have not been delivered.

Any info you can provide would be greatly appreciated.

QuoteID : e778fe43-8ed6-4d01-b26e-f280395f260c

(it doesn't seem that I can send PMs since I recently registered)

[URSAY]

bloodsipper,

My response was cut off in that last long convo.

I am still trying to understand your issue and how you want it to be resolved.

Until I can get this info it's difficult for me to provide level 2 support with any info.

Thanks,
-BitInstant Support

[StrictlyBusiness]

Ursay, all I have is the zipzap payment slip, I can provide email addresses used and also the name on the payment. I would like to do this via pm

[noname6520]

I dont see any account ID just my account number/merchant ID which is:  M4338454X

[bloodsipper]

bloodsipper,

My response was cut off in that last long convo.

I am still trying to understand your issue and how you want it to be resolved.

Until I can get this info it's difficult for me to provide level 2 support with any info.

Thanks,
-BitInstant Support

The issue is paying for something expecting it within an hour and not having it 18 hours later while watching the prices jump around.
resolution i would like: my bitcoins in my wallet
at this point seeing how many others are having issues i would settle for a refund

[dookiedue]

I'd like to believe that everything will be OK, but why hasn't bitinstant even replied to me directly via their chat, phone or email support? Why do I have to go on an internet forum just to get somewhat of an answer? It shakes my confidence in the company a bit.

Trying to be a gentleman, but WTF??

I understand your frustrations.  I am here because so many people come to Bitcointalk to vent rather then contacting support.  My goals are to help manage your expectations, provide excellent service, and be honest in our communications.  I think it's great that they have multiple support options.

What are these multiple support options? Any emails I have sent have been ignored. The phone number listed goes directly to a message that tells me it is a free pinger number and I can get my own free pinger number, then literally says the only thing it can do is hang up now so why don't I hang up first. I don't know of any other company that does not have a working phone number. Or is there another number I can call? URSAY you are the only link to BitInstant I have found that sometimes gets a response, yet I still haven't had all of my questions addressed or received any pm's letting me know what is going on. I become increasingly more frustrated and less trusting in BitInstant as a company the longer I go without any answers or at least some reassurance. Are there other support options that I am missing?

[caffeineJoe]

I received $ on Mtgox.


Thanks.

hurrah!!
my turn?

[URSAY]

Ursay, all I have is the zipzap payment slip, I can provide email addresses used and also the name on the payment. I would like to do this via pm

PM would be great!  Thanks!

[URSAY]

bloodsipper,

My response was cut off in that last long convo.

I am still trying to understand your issue and how you want it to be resolved.

Until I can get this info it's difficult for me to provide level 2 support with any info.

Thanks,
-BitInstant Support

The issue is paying for something expecting it within an hour and not having it 18 hours later while watching the prices jump around.
resolution i would like: my bitcoins in my wallet
at this point seeing how many others are having issues i would settle for a refund

MTGOX is getting hammered today and that is causing a lot of problems.  Things go wrong in the Bitcoin world quite often in various places.  I'm sorry that you are upset but we all saw the price jump today.  Everyone is trying to get in to Bitcoin and the infrastructure needs improvement to handle the stress...not just with BitInstant but with MTGOX and many other companies.  Think of it like downloading the blockchain and please be patient. 

[Frostasus]

What do I need to do next?