Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

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

That's also not a valid account id. That's considered a merchant id.
It's okay. Your coupon will allow you to redeem your funds when you are able to find your account ID.  

[noname6520]

what coupon are you talking about?

[noname6520]

URSAY I really need to get this resolved today, I mean this is just crazy its been days. I cant find this account ID that you mention just an account number that I have posted numerous times in this thread ( M4338454X).

On the mtgox bitinstant funding page it gives me these two names that I should send to:
noname6520
38454

there is just nothing else. Please just get me my money. This is absurd.

noname

[URSAY]

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?

MTGOX has been down for much of the day which is causing a lot of problems.  I've already submitted a support ticket for you.  Not all issues are resolved immediately.  Please be patient.  When you continue asking for a response it takes away more time from ALL of our support agents which takes us away from working on the actual issues.  I am here.  I am answering your questions in real time.  Most companies don't do that...especially past working hours.

[StrictlyBusiness]

+1


P.s. pm sent

[URSAY]

URSAY I really need to get this resolved today, I mean this is just crazy its been days. I cant find this account ID that you mention just an account number that I have posted numerous times in this thread ( M4338454X).

On the mtgox bitinstant funding page it gives me these two names that I should send to:
noname6520
38454

there is just nothing else. Please just get me my money. This is absurd.

noname

I have already provided you with a solution.  You need to input your MTGOX account #.  If you cannot find it then I would suggest speaking with MTGOX support to get it.  I'm sorry but I have not used MTGOX for quite sometime so I can't tell you where the account # is located on their site.

Thanks,
-BitInstant Support

[noname6520]

where am I supposed to input my account number into?

[Apanauc]

Simply hope I can move beyond the loading stage for my process.

Quote ID   7bf2d681-c9f1-4e71-bce1-34e5e463a63d

I'm not sure I understand what you mean.  Can you be more specific and give me more details?  Thanks! 

My order status has been loading for over 20 hours. I made a purchase to get bitcoins sent to my bitcoin address yesterday, after my moneygram payment I got a zipzap confirmation right away. I'd like to complete my transaction as it is advertised as something that can be done in under an hour.

[Frostasus]

[Frostasus]

I agree

[StrictlyBusiness]

What happened to the fast responses? I PMd already?

[noname6520]

URSAY please just send me my money back on dwolla. Im fed up. I no longer want to deal with bitinstant.

[supercoco]

Hey Ursay, I just did a 500 deposit to Mtgox using ZipZap>Walmart and I got 2 confirmation emails including one from bitinstant and one from zipzap, the bitinstant one said "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order"

These 2 confirmation emails where recieved at 6:07, the ID says Order Confirmed, and the last event was Order executed - funds deposited at remote exchange at 7:29.

Heres my order ID:

5c3fa23d-80b5-4873-901d-0adeb00de025


I checked the Mtgox address and its correct, so I don't really see why else I haven't recieved it, I currently at 9:08 have $0.00 in my Mt. Gox account

I really really can't afford to lose this as this investment was entrusted with me.

[archimediate]

Any idea why I was told that I couldn't be helped and that I needed to contact the CEO? (Which I did and haven't heard back.) all I need is a new coupon since you guys ADMITTED you gave me one that was expired. This shouldn't be hard.

[Frostasus]

Same here still waiting, a friend sent me a small amount to check that my wallet is "working" and I instantly received his. Can you please tell me if you've tracked down my order and if you re-need my address or want a new address to send me my BTC's?

[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?

MTGOX has been down for much of the day which is causing a lot of problems.  I've already submitted a support ticket for you.  Not all issues are resolved immediately.  Please be patient.  When you continue asking for a response it takes away more time from ALL of our support agents which takes us away from working on the actual issues.  I am here.  I am answering your questions in real time.  Most companies don't do that...especially past working hours.

The only way I know how to ask for a response is to come onto this forum and complain. Are you saying that my post here are making this issue take longer to resolve? The email I sent didn't get any response, I would of been happy with an automated response simply saying we have received your email and will get back to you within "X" amount of time. Am I taking time from ALL support agents by calling a number that just plays an automated message, a message which gives me zero information about BitInstant or even when it's "working hours" are. I have only you URSAY, just you... and while I appreciate the fact that you have actually responded to me, I still have many unanswered questions. Most companies have a phone number, most companies respond to my emails... and a lot of them are 24/7. If me coming to this public forum and posting about my problems with BitInstant, which has been my only way of getting any kind of response btw, if this has somehow been taking time away from ALL the support agents from working on "actual issues" as my issues most not be real, then I sincerely apologize to every person who has been posting on this forum for their delay in receiving bitcoins. I am sorry, I really am, I did not know that asking for help would cause so much trouble. I am sorry guys, I would apologize to each and every one of you personally but there are just to many of you, but you know who you are. The good news is that now we all at least know the reason for the delay, it has been me and the way I "continue asking for a response" when I don't receive an answer. I will stop asking questions and will stop seeking out some way to contact BitInstant when I feel like my questions and concerns have been addressed. I have spent many a year providing customer service and maybe that causes me to have high standards with dealing with customer support but at the very least I expect my questions to be addressed and some kind of information and time frame given to me regarding a resolution to my issue. Again URSAY, thank you for your hard work and continued support in this matter.

[err0r_01]

URSAY,

Any news with my ticket?
please, please, help me with my deposit, how many more days is this supposed to take. I had friends who already have they BTC and they buy
them from you guys at the same place, same hour and the deposit went fine. Why mine has to took so long? Almost a week.

[URSAY]

Hey guys,

I am working my best to get to all of your issues and PMs.

However, I would like to point out a few things for you to consider...

Bitcoin and it's businesses are seeing incredible volume.  The chart today shows this.  MTGOX had been up and down all day.  Bitcoin and it's businesses go thru growing pains frequently.  The best approach when something goes wrong is to be patient while gathering related information should you need it to resolve the issue.

If you are angry that it's been over a day and you still don't have your coins I understand.  But consider not all of these issues are NOT coming from our end.  Disruptions happen in Bitcoin.  Staying calm is key.  User error can be common.

1 post or PM is perfect.  Always include ALL info about your transaction when you communicate with me.  I want to be able to help everyone!

Thanks guys!

[URSAY]

Simply hope I can move beyond the loading stage for my process.

Quote ID   7bf2d681-c9f1-4e71-bce1-34e5e463a63d

I'm not sure I understand what you mean.  Can you be more specific and give me more details?  Thanks! 

My order status has been loading for over 20 hours. I made a purchase to get bitcoins sent to my bitcoin address yesterday, after my moneygram payment I got a zipzap confirmation right away. I'd like to complete my transaction as it is advertised as something that can be done in under an hour.

Do you have an order ID #?  Do you want me to open a ticket for you?

[URSAY]

What happened to the fast responses? I PMd already?

You made this post 30 min. after you PMed me.

I shower, eat, sleep...etc.  I am human.  I have already been working 12 hours here today.  Please try to have reasonable expectations.