Official Newbie BitInstant Support Thread (Active Customer Support)

[Yankee (BitInstant)]

Hey!

We're working on all your issues!

Few things to note:

1- We will always honor the BTC price at time of purchase if its our fault.
2- We see all your posts here. Its not easy to respond to them all, so we scrape all the data and process your orders.

We have never scammed anyone. We are having growing pains so support is delayed.

Today, we hired URSAY who will be on these forums all the time watching this thread.

Thanks for your patience.

Hey guys, how about we start a class action law suit here?

I mean, I feel ripped off, like the rest of you. They say they are putting in tickets on our lost money, but I don't see anyone's problems being resolved and the site is still up and processing transactions.

So whats the deal? If there was some bottleneck a few days ago, why haven't some people started to get their funds cleared though?

I have not seen one post that has been 'thanks! issue resolved I now have my money.'

So whats the deal? whats going on? Is it the MTGox account number thing? Well that should be solvable easy!
I used the correct one, not the one at the top that has the additional letters. They have my correct MTGox account and my order account, etc. but nothing.

This feels like a scam to me, like they are taking some transactions and just hoping we will tire trying to get our money back or sent though. I personally don't think I'll ever see my money, even though everything was on the up and up, have the order number and all.

I say we contact a lawyer and get this pool of people who are here some real help. Anyone know a good lawyer who would take on a case like this? How do we get something like that started?

Hi.

Do you have an issue with your Order?

I dont see 1 time you posting an order ID here. So how am I supposed to help you?

When customers get there issue resolved, they dont come back and post.

This is a support thread. Of course your gonna see support requests here. If this was called the "I love BitInstant" thread, then we would have that.

Thanks

I didn't get a email from bitinstant only zipzap is that weird?

Same here..

I remain optimistic about a resolution, but not so much the timetable for one.

My feelings exactly. Apparently they had an issue like this recently, as my friend said it took 4 days for him to finally receive his bitcoins. Im sure I'll eventually get it.. its just a matter of when.

What is your order info? I wanna resolve it now!

I didn't get a email from bitinstant only zipzap is that weird?

'

Nope, same thing happened to me. Have emailed, attempted to call etc with no luck. Only need the confirmation email myself.

Order ID?

[plutus]

Order ID - 378f0711-103b-42d6-b759-15e4e8a3674e Thanks for the response

[StrictlyBusiness]

Hi Yankee, I provided URSAY in pm with my info that I have, I can also pm you The info now that I received . Thanks for response.

Hey!

We're working on all your issues!

Few things to note:

1- We will always honor the BTC price at time of purchase if its our fault.
2- We see all your posts here. Its not easy to respond to them all, so we scrape all the data and process your orders.

We have never scammed anyone. We are having growing pains so support is delayed.

Today, we hired URSAY who will be on these forums all the time watching this thread.
Hi
Thanks for your patience.

Hey guys, how about we start a class action law suit here?

I mean, I feel ripped off, like the rest of you. They say they are putting in tickets on our lost money, but I don't see anyone's problems being resolved and the site is still up and processing transactions.

So whats the deal? If there was some bottleneck a few days ago, why haven't some people started to get their funds cleared though?

I have not seen one post that has been 'thanks! issue resolved I now have my money.'

So whats the deal? whats going on? Is it the MTGox account number thing? Well that should be solvable easy!
I used the correct one, not the one at the top that has the additional letters. They have my correct MTGox account and my order account, etc. but nothing.

This feels like a scam to me, like they are taking some transactions and just hoping we will tire trying to get our money back or sent though. I personally don't think I'll ever see my money, even though everything was on the up and up, have the order number and all.

I say we contact a lawyer and get this pool of people who are here some real help. Anyone know a good lawyer who would take on a case like this? How do we get something like that started?

Hi.

Do you have an issue with your Order?

I dont see 1 time you posting an order ID here. So how am I supposed to help you?

When customers get there issue resolved, they dont come back and post.

This is a support thread. Of course your gonna see support requests here. If this was called the "I love BitInstant" thread, then we would have that.

Thanks

I didn't get a email from bitinstant only zipzap is that weird?

Same here..

I remain optimistic about a resolution, but not so much the timetable for one.

My feelings exactly. Apparently they had an issue like this recently, as my friend said it took 4 days for him to finally receive his bitcoins. Im sure I'll eventually get it.. its just a matter of when.

What is your order info? I wanna resolve it now!

I didn't get a email from bitinstant only zipzap is that weird?

'

Nope, same thing happened to me. Have emailed, attempted to call etc with no luck. Only need the confirmation email myself.

Order ID?

[plutus]

Resolved by support just now. Thanks again guys

[yellowbellypig]

My feelings exactly. Apparently they had an issue like this recently, as my friend said it took 4 days for him to finally receive his bitcoins. Im sure I'll eventually get it.. its just a matter of when.

What is your order info? I wanna resolve it now!

Event ID: 3cd78318-2ebb-429b-b762-858fa00a606f
Quote ID: 7d0a05b9-4ed5-4219-896f-0d83b6d5068d
Amount: $208.95

[archimediate]

Yankee, since you seem to have seniority for bitinstant can you help me with the issue of the company sending me an expired coupon? I was told to contact the CEO and I did. Twice. No response. Not even automated. And how will I receive coins at the rate of the time I ordered?

[gacbmmml]

Here is my Order ID: 06c792a8-7c73-4dc6-ae8b-8a04b74a5750

It's been stuck in Mt. Gox Order Loading status for a while now... Thanks!

[gacbmmml]

Yankee, since you seem to have seniority for bitinstant can you help me with the issue of the company sending me an expired coupon? I was told to contact the CEO and I did. Twice. No response. Not even automated. And how will I receive coins at the rate of the time I ordered?

Yankee IS the CEO, sir.

[andrewb]

Hey!

We're working on all your issues!

Few things to note:

1- We will always honor the BTC price at time of purchase if its our fault.
2- We see all your posts here. Its not easy to respond to them all, so we scrape all the data and process your orders.

We have never scammed anyone. We are having growing pains so support is delayed.

Today, we hired URSAY who will be on these forums all the time watching this thread.

Thanks for your patience.

Hey guys, how about we start a class action law suit here?

I mean, I feel ripped off, like the rest of you. They say they are putting in tickets on our lost money, but I don't see anyone's problems being resolved and the site is still up and processing transactions.

So whats the deal? If there was some bottleneck a few days ago, why haven't some people started to get their funds cleared though?

I have not seen one post that has been 'thanks! issue resolved I now have my money.'

So whats the deal? whats going on? Is it the MTGox account number thing? Well that should be solvable easy!
I used the correct one, not the one at the top that has the additional letters. They have my correct MTGox account and my order account, etc. but nothing.

This feels like a scam to me, like they are taking some transactions and just hoping we will tire trying to get our money back or sent though. I personally don't think I'll ever see my money, even though everything was on the up and up, have the order number and all.

I say we contact a lawyer and get this pool of people who are here some real help. Anyone know a good lawyer who would take on a case like this? How do we get something like that started?

Hi.

Do you have an issue with your Order?

I dont see 1 time you posting an order ID here. So how am I supposed to help you?

When customers get there issue resolved, they dont come back and post.

This is a support thread. Of course your gonna see support requests here. If this was called the "I love BitInstant" thread, then we would have that.

Thanks

I didn't get a email from bitinstant only zipzap is that weird?

Same here..

I remain optimistic about a resolution, but not so much the timetable for one.

My feelings exactly. Apparently they had an issue like this recently, as my friend said it took 4 days for him to finally receive his bitcoins. Im sure I'll eventually get it.. its just a matter of when.

What is your order info? I wanna resolve it now!

I didn't get a email from bitinstant only zipzap is that weird?

'

Nope, same thing happened to me. Have emailed, attempted to call etc with no luck. Only need the confirmation email myself.

Order ID?

What about the case of sending Mt. Gox coupon in emails under the 'APIResponse' field despite clearly saying in the email "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order"? If we were to have accidentally posted this code in the thread here when posting the rest of our order info and the code (which was completely unidentified as a code) was used? Are we shit out of luck in that case, because that would be....not cool...

Thank you for your assistance, as someone in customer service I know how shitty it can be to be just totally overloaded; not ideal.

Full info is here:

OrderID: 58d56464-08cf-48f5-b7fb-174d1f35bd6b
EventID: 975b119a-5704-4680-b92c-23ca1d6c1c9a
DestAccount: M61221123X
QuoteID: 00453453-3f36-4915-b868-a3a9bd468f5d
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365033362.7
APIResponse: MTGOX-USD-XTFD9-EYJUZ-R2SYH-XXXX (last digits redacted even though it's already been used by someone other than myself....)
FundsSent: $480.05 USD

[archimediate]

So this is the last email that I received...

It's kind of like saying "talk to my manager" and then being left standing alone on the retail floor not getting what you paid for.  This company seems awesome but it just seems like a few of us got screwed.  I just don't want to be one of the few people who got screwed.  I wanna give Bitinstant money to help fund my accounts and keep them alive... But if I lose out on a buy and lose $300 in the process it really hurts me.  I don't know.  I'm not the "get mad and freak out" type.  I'm the "get sad and lose faith in the company" type. 


Hello Debug,

Charlie, this Gox coupon we provided is expired.

MTGOX-USD-M9723-XL5SJ-(removed)

Mark, please direct all future questions and comments to my CEO Charlie at ch(removed).com. Only he can help you now. Best of luck!

---
Sincerely,
Seth

[andrewb]

Also, can someone from bitinstant confirm with authority that deposits are being messed up if people use their 'Account Number' instead of the 'Exchange Number' when on bitinstant.com? Despite Mt. Gox saying those numbers are indeed the same in some places, like here for example: https://support.mtgox.com/entries/20490576-Withdrawals-and-Deposits

If you do need to expressly use 'Exchange Number' the bitinstant.com homepage where it asks for "MtGox Account #" needs to be changed and clarified IMMEDIATELY.

[gacbmmml]

Wow. I feel quite sorry for all the blokes that posted their Mt. Gox redeemable coupon codes in this thread! Sheesh... that's money down the drain!

[moneymoney1111]

Hey I accidently provided the Mt Gox account number on the top of the MtGox homepage as opposed to the one on the deposit page.  Is this OK?  You got my payment but MtGox hasen't given me my USD.  I did a Cash -> Mt Gox Code

[andrewb]

Wow. I feel quite sorry for all the blokes that posted their Mt. Gox redeemable coupon codes in this thread! Sheesh... that's money down the drain!

hopefully not....

I'm clearly F5ing the fuck out this thread....

[stcupp]

You escalated me to level 2 earlier you said, Im just wondering how long I should expect to wait to receive an email/my money?

My ticket got escalated to level 2 and forwarded to the CEO Charlie on Mar 30th and I still haven't got a reply so you may be waiting awhile

[StrictlyBusiness]

Yankee I have sent my information in a PM hope to resolve thanks!

[gacbmmml]

Wow. I feel quite sorry for all the blokes that posted their Mt. Gox redeemable coupon codes in this thread! Sheesh... that's money down the drain!

hopefully not....

I'm clearly F5ing the fuck out this thread....

LOL. Love it.

I hope BitInstant gets their act together. I've used them twice before (just earlier this week) with no issues what-so-ever. I wonder if some sort of cronjob stopped working or if a Mt. Gox API changed. *shrug*

[noname6520]

Dear Rachel
It is now 4 hours and I have not received any followup email with any redeemable code.

noname

[noname6520]

just to clarify because I dont know if URSAY is till posting in this thread and I want to get this resolved ASAP.

I got this email 4 hours ago:

Hello xxxxxx,

Since you provided your merchant ID instead of your account name/number, you should be receiving a coupon code in your bitinstant order update email shortly. To Redeem your MTGox Coupon, Log on to https://mtgox.com/. Under 'Funding Options' click 'Add Funds'. In the drop down menu, choose 'Redeem MtGox Code' and paste that code in the field.

---
Sincerely,
Rachel

I have still not received any follow up email with any redeemable code.

[noname6520]

also, in my opinion I should get bc at the price I ordered them (bc has risen 50% since then)