Official Newbie BitInstant Support Thread (Active Customer Support)

[andrewb]

Ok so I think i just made a terrible mistake and put the wrong account info into bitinstant to mtgox transfer.  i used the new account with the letters that shows up the main page instead of the old one with just the numbers on the funding options page.  I was told to post my order info here for help.  Is this correct?

Thank you.
 
OrderID: a6da926c-5533-4102-a125-af3024cb8220
EventID: ee44e97c-702a-4c25-a84a-f68c0adb6e42
DestAccount: M04316902X
QuoteID: 6aeca294-cfd2-4a16-9a19-cc3f69e4f40a
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365116508.54
APIResponse: MTGOX-USD-LJ2AU-MS5YW-A9SZ3-8FA2E
FundsSent: $115.212 USD

Ticket submitted.  Your Gox code is posted here as well.

APIResponse: MTGOX-USD-LJ2AU-MS5YW-A9SZ3-8FA2E

I'm assuming now it has been redeemed by someone else or perhaps it has never worked for you?

I realize these codes are not clear to all customers and I hope this is something that we can fix soon.

We will likely have to cancel this code and get you a new code.  Thanks for your patience.

-BitInstant Support

Yes, if you see my response in this thread, you will see I took his money, and am currently holding it for him waiting for him to contact me so I can return it to him, as I figured someone else would grab it if I didn't but likely not return it.

This same situation happened to me, and I would appreciate some information on how you plan to handle situations like this; because as you said I have no way of knowing if it ever worked as others reported their codes never working from the get go even if they NEVER posted them in any public place.

I appreciate you responding to the above posting regarding this issue.

[URSAY]

maybe this should be on the bitinstant support forum instead?

This is a bitinstant support thread, and I would guess that if it were on a forum under their control it would be deleted.  People should be aware of what is happening with them.  If you want to put your money into what amounts to a Ponzi scheme then fine, but you should at least know what it is before you send it.

BitInstant is not a ponzi.  Please do your research before you post such things.  Thanks! 

-BitInstant Support

[andrewb]

Ok so I think i just made a terrible mistake and put the wrong account info into bitinstant to mtgox transfer.  i used the new account with the letters that shows up the main page instead of the old one with just the numbers on the funding options page.  I was told to post my order info here for help.  Is this correct?

Thank you.
 
OrderID: a6da926c-5533-4102-a125-af3024cb8220
EventID: ee44e97c-702a-4c25-a84a-f68c0adb6e42
DestAccount: M04316902X
QuoteID: 6aeca294-cfd2-4a16-9a19-cc3f69e4f40a
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365116508.54
APIResponse: MTGOX-USD-LJ2AU-MS5YW-A9SZ3-8FA2E
FundsSent: $115.212 USD

Hello, you just made the same mistake I did and posted your public Mt. Gox coupon code (MTGOX-USD-LJ2AU-MS5YW-A9SZ3-8FA2E ) on the forum here. I just used the code and I now have your USD on my Mt. Gox account. Thankfully for you, while I am a piece of shit, I am not the biggest piece of shit, so I will give you your USD back; if I didn't use your code I figured someone else would have but, you know, not given the money back.

Although I don't know how to send money on Mt. Gox directly to another person, so someone tell me how to do that? Or I could trasnfer it via paypal? I dunno, whatever works for you, just didn't want you to have the same thing happen to you that I presume happened to me (although for about 4x as much :/).

PM me your info and we can resolve this.

Edit: Just found out I can generate a Mt. Gox code and just give that to you, so just PM me your email (figure that is more secure, but if you just want it here let me know), and I will generate a code (two actually since I just made one for $1 to test) and send it on over to you.

Please do nto redeem other people's codes.  It adds more work for us and keeps us from resolving more issues.  Thanks!

-BitInstant Support

What do you suggest then, just let someone else redeem it and steal his money? Then both bitinstant will be out the money as well as your customer? How is this better? If you think that's better then I'll stop, just trying to help....

[deadweasel]

maybe this should be on the bitinstant support forum instead?

This is a bitinstant support thread, and I would guess that if it were on a forum under their control it would be deleted.  People should be aware of what is happening with them.  If you want to put your money into what amounts to a Ponzi scheme then fine, but you should at least know what it is before you send it.

BitInstant is not a ponzi.  Please do your research before you post such things.  Thanks! 

-BitInstant Support

we really just need an upgraded forum so we can filter.

[URSAY]

USRAY - please look into my issue. i posted on page 115 but was overlooked. I sent money through Walmart to ZipZap using Bitinstant. The funds were to go to Bitstamp but Bitinstant never released them. See the error along with my quote id/order id below and please escalate this for me. This is the 2nd issue I've had with Bitinstant out of maybe 10 transactions and although the first was resolved my confidence is dwindling. Please help me.

OrderID: fac2732b-121b-4398-b1a2-59b3609bb09f
EventID: 9a562aed-774c-4d06-bdad-c89b2db4dea9
QuoteID: a4bd8436-64d9-457e-b7ff-13f70dff96a8
APIResponse: {"error": {"amount": ["You have only $16.48 available. Check your account balance for details."]}}
FundsSent: $460.848 USD

Thanks for all the info!  I've escalated your issue to Level 2 support and we will respond when we have more info.  Thanks for your patience!

-BitInstant Support 

Woke up from a nice nap to finding this was resolved. Thanks for all your help USRAY.

Great to hear!  

I hope you will consider using us again.  As we add more people to the support team and refine our support techniques we should be providing much faster service for your customer service issues!

[URSAY]

BITINSTANT !!! GREEDY CON ARTIST's , THIEVES, SCAMMERS AND PEOPLE WHO MAKE THEIR LIVING OFF OTHER PEOPLES MONEY THAT THEYVE STOLEN NEVER PROSPER! This IS CORRUPTION at it's finest!
YOU MAY SPEND THESE PEOPLES MONEY TODAY.... BUT TRUST ME KARMA WILL KNOCK AT THEIR DOORS AND The DOORS OF THEIR LOVED ONES. THEY WONT ENJOY WHAT THEY'VE STOLEN. Bad LUck? No Just Bad Karma and shitty people reaping what they've sowed!

I've tried to contact BitInstant well over 10 times today. Nothing was returned. No contact attempts were made and as of now I am out of the 150.00 dollars that they have of mine and have no returned or even made any attempt to acknowledge. Now I've been on this board all day for some sign of life. NOTHING has been acknowledged!
Anyone who reads this be warned in having any dealing with this shady BitInstant company.
Bad business is bad business. There is NO EXCUSE FOR THEM STEALING !!!! There is NO customer support for this BitInstant company and if anything goes wrong you can expect to be ignored!
Shame on these people who have the time to take peoples money yet provide such a terrible service to the very people whose money they've taken.
People on here having to tip toe around these Bitinstant Support in hopes of getting their money back. HEED MY WARNING ! A SCAM IS A SCAM no matter how you look at it. Issues not being resolved, Not contacting people , holding up peoples money is THIEVERY at it's best.
Their phone Number is a recording you will NEVER be called back. Look through the archives and you will read hundreds and hundreds of people who have been dissatisfied and SCAMMED with BitInstant!
I only wish I would have read that before I did business with this unscrupulous company.
HOw do you sleep at night lying to all these people?  If your unable to handle these deals give these people their money back and close your doors!
Greedy corrupt businesses always make excuses. Good businesses always have the best customer service. I say everyone who has been dissatisfied be contacted and class action should be taken!

There is no information here which helps me open a ticket for you. 

[URSAY]

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!

THIS. How the fuck does this even happen??? To send the code in an email and not identify the code, and have all of us wondering when our money is going to show up in our account (like the email says it will).

This is unacceptable, and absolutely ridiculous. BitInstant should feel like shit for all the money that got lost this way.

We take care of all of our customers.  Your money will not be lost.

Thanks!
-BitInstant Support

[URSAY]

I've done 5 transactions with Bitinstant VIA Zipzap/moneygram, etc. in the last few days, and all of them went through within an hour.  I did not use MTGOX at all, but had the BTC deposited directly to my Armory Wallet.  It worked fine. 

Excited, I recommended the whole thing to my friend, who made his transaction the same day (Tuesday) as me.  His BTC have NOT shown up, and no one from bitinstant will return his emails or anything.  Now I feel like an asshole and he is out $500. 

Mixed feelings, to say the least. 

If you provided information so I could try and help then I would! 

Please provide me with enough info so I can open a proper ticket and we can look into any issues that you might be having.

-BitInstant Support

[Yankee (BitInstant)]

Ok so I think i just made a terrible mistake and put the wrong account info into bitinstant to mtgox transfer.  i used the new account with the letters that shows up the main page instead of the old one with just the numbers on the funding options page.  I was told to post my order info here for help.  Is this correct?

Thank you.
 
OrderID: a6da926c-5533-4102-a125-af3024cb8220
EventID: ee44e97c-702a-4c25-a84a-f68c0adb6e42
DestAccount: M04316902X
QuoteID: 6aeca294-cfd2-4a16-9a19-cc3f69e4f40a
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365116508.54
APIResponse: MTGOX-USD-LJ2AU-MS5YW-A9SZ3-8FA2E
FundsSent: $115.212 USD

Hello, you just made the same mistake I did and posted your public Mt. Gox coupon code (MTGOX-USD-LJ2AU-MS5YW-A9SZ3-8FA2E ) on the forum here. I just used the code and I now have your USD on my Mt. Gox account. Thankfully for you, while I am a piece of shit, I am not the biggest piece of shit, so I will give you your USD back; if I didn't use your code I figured someone else would have but, you know, not given the money back.

Although I don't know how to send money on Mt. Gox directly to another person, so someone tell me how to do that? Or I could trasnfer it via paypal? I dunno, whatever works for you, just didn't want you to have the same thing happen to you that I presume happened to me (although for about 4x as much :/).

PM me your info and we can resolve this.

Edit: Just found out I can generate a Mt. Gox code and just give that to you, so just PM me your email (figure that is more secure, but if you just want it here let me know), and I will generate a code (two actually since I just made one for $1 to test) and send it on over to you.

Please do nto redeem other people's codes.  It adds more work for us and keeps us from resolving more issues.  Thanks!

-BitInstant Support

What do you suggest then, just let someone else redeem it and steal his money? Then both bitinstant will be out the money as well as your customer? How is this better? If you think that's better then I'll stop, just trying to help....

Hey,

You have good intentions, so thank you!

Please email me the coupon code and Ill forward to the customer

Thanks for being AWESOME and not a piece of shit 

-Charlie

[URSAY]

I've done 5 transactions with Bitinstant VIA Zipzap/moneygram, etc. in the last few days, and all of them went through within an hour.  I did not use MTGOX at all, but had the BTC deposited directly to my Armory Wallet.  It worked fine. 

Excited, I recommended the whole thing to my friend, who made his transaction the same day (Tuesday) as me.  His BTC have NOT shown up, and no one from bitinstant will return his emails or anything.  Now I feel like an asshole and he is out $500. 

Mixed feelings, to say the least. 

MY LORD THIS JUST CONFIRMS THAT THEY ARE SWINDLING PEOPLE OUT OF THEIR MONEY!! BITINSTANT CON ARTISTS SWINDLERS THIEVES AND THEY PACIFY WITH EXCUSES!
I TOO LOST MONEY WITH THEM! PEOPLE need to flood the internet about these unscrupulous business people.
BitInstant IS RIPPING PEOPLE OFF ! Flood the internet with this so others are NOT SCAMMED!

Please calm down we are trying to resolve your issue.  I understand your frustration but these kinds of posts do not help me with your issues.  Thanks!

[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!

THIS. How the fuck does this even happen??? To send the code in an email and not identify the code, and have all of us wondering when our money is going to show up in our account (like the email says it will).

This is unacceptable, and absolutely ridiculous. BitInstant should feel like shit for all the money that got lost this way.

We take care of all of our customers.  Your money will not be lost.

Thanks!
-BitInstant Support

This is reassuring, thank you. Looking forward to more info, but I'm patient as long as I know things are moving along.

[URSAY]

Quote ID
90bb9673-47ee-45c9-934e-13632fbe35e4

Event ID
42cc1266-01d5-4f2c-bd0d-41537729a26b

Quote valid until
Wed Apr 3 04:12:40 2013
Amount you need to pay
$500.0 USD
Amount you will receive
$480.05 USD

Guaranteed delivery time (HH:MM:SS)
1:00:00
Destination exchange
Bitcoin Address


Bitinstant, please restore my faith in you and address this transaction.  NO MTGOX involved, just a private wallet address.  No coins have arrived it has been over 48hrs!

Thanks for your info!  Your ticket has been submitted and we will contact you with more info.  Thanks!

-BitInstant Support 

[URSAY]

Waiting more than a day, really would like the coins. Any help would be appreciated, no activity on blockchain.
Quote ID   83f7e820-562b-43c2-90b6-ebca9367d9cb
Thanks

Can you tell me more about your issue?  What options were you using on the site?  Do you have an order ID #?  What is the issue you are seeing?  Thanks! 

[delgas]

It's been 50 hours now, and still no word on when this will be resolved.

Ursay, it would be really beneficial if you could provide me with a status update on my ticket.

Either through PM or this thread.  It's been 30 hours since a "support" ticket was created.

I don't think I'm asking too much here.

Quote ID    e778fe43-8ed6-4d01-b26e-f280395f260c

[URSAY]

Hello.  We run a business and have purchased thousands in MtGox funds through BitInstant.  We are very grateful for the service.  That being said, this order also shows as completed on BitInstant, but no funds transmitted.  We work with a lot of people that deal in bitcoins, and I would hate to have something like this ruin the past successes we've had with BitInstant.

Please assist.

[EDIT] Seth from customer service just let me know that there was a coupon code to redeem.  I had no idea.  I totally feel dumb now.   

Thanks!

The coupon issue could be cleaned up a bit on our end.  I agree that it can be confusing.  Let me know if you need any further help in resolving your issue!  Thanks!

[dim3thyl]

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!

THIS. How the fuck does this even happen??? To send the code in an email and not identify the code, and have all of us wondering when our money is going to show up in our account (like the email says it will).

This is unacceptable, and absolutely ridiculous. BitInstant should feel like shit for all the money that got lost this way.

We take care of all of our customers.  Your money will not be lost.

Thanks!
-BitInstant Support

Thank you, I appreciate your concern/effort and look forward to having this issue resolved. It seems like whoever is responsible for the coding that produced the email stating there was no coupon code might have cost BitInstant a lot of money, which sucks for everyone involved.

[URSAY]

URSAY, I was just wondering how you were planning on handling the cases where an email was sent that specifically stated there was no coupon code needed, and then when the funds didn't show up you encouraged individuals to post details of their orders, which unbeknownst to them contained a unidentified coupon code...

I know I haven't lost as much as some of the others on here, but this is still unacceptable.

We will make sure that you guys are taken care of.  Thanks for your patience. 

[noname6520]

yesterday I got this email:

Hello XXXX,

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

Of course, no coupon or anything just talk as usual.
I finally reach out (for the millionth time) both by email and in this thread:

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

So then I got this email (more talk):

Hello XXXX,

I apologize for the delay. I'm happy to look up your order in our system but I'll need some additional information. Could you please send me your Quote ID, Order ID or the 9-digit ZipZap account you used to deposit your cash? Once I have that information, I'll be able to find your transaction in our system and assist.

---
Sincerely,
Seth

i sent this back yesterday:

Hello Seth

The Order ID is 0a182dbf-1c10-4216-98f6-83776fd05bb4

since then nothing. The standard endless conversation with no results. Such a joke, so disappointing.

I'm willing to bet that if, after all this effort, I ever get the BC, I will get charged for the service (in which they took my money and held on to it for a period of time that was at their discretion) and also freerolled on the change in BC price.

[URSAY]

I deposited USD yesterday via CVS/moneygram and still do not see USD on Mt. Gox 12+ hours later.

I did email support@bitinstant as well but this seems to get the most attention so posting here as well.

The relevant details are:

OrderID: 58d56464-08cf-48f5-b7fb-174d1f35bd6b
EventID: 975b119a-5704-4680-b92c-23ca1d6c1c9a
QuoteID: 00453453-3f36-4915-b868-a3a9bd468f5d
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365033362.7
APIResponse: MTGOX-USD-XTFD9-EYJUZ-R2SYH-E75E7

If you need any other info, please let me know.

Have you received any confirmation emails?  Check them closely for MTGOX codes.  If you have MTGOX codes in your confirmation email then you need to redeem them.  Let me know if you still need help.  Thanks!

And just to beat a dead horse because I can't sleep, earlier today bitinstant's own customer service rep (URSAY) didn't even realize/identify there was a Mt. Gox code in the APIResponse there, and if so didn't do anything about it.

I don't point that out to be a dick, just to say if your own employees can't identify it, how are you going to hold a customer culpable (not saying you are, I have no idea because haven't heard anything)?

Although I still don't know for certain if my coupon code I inadvertently posted was indeed stolen or just never worked in the first place like multiple other people have reported, so I'd like to confirm that first.

What I did early when I saw someone post their mt gox coupon code unknowingly I redeemed  it myself and then generated a new code to give to him because I knew if I didnt take it someone else likely would, and they would be less likely than me to give it back.

I've been working at BitInstant for 4-5 days.  Please understand that I am doing my best to get up to speed and help you guys properly handle your transactions. 

[URSAY]

OrderID: 030e5a05-45f8-4436-a321-0532b6253514
EventID: e8b5cdf5-dbfc-441c-86b8-e451a215af68
DestAccount: M06348429X
QuoteID: 87868961-32a5-46de-91bd-69771ff13a3c
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365125468.83
APIResponse: MTGOX-USD-A8TGW-62VB3-W74CV-*****
FundsSent: $129.6135 USD

sent the money to mt.gox account number and not my actual account/username ----> nickdaquik

hoping to get assistance in all of this and get a reissued a coupon through email

What happened when you tried to redeem your MTGOX coupon?