Official Newbie BitInstant Support Thread (Active Customer Support)

[archimediate]

So I guess my problem with BitInstant is older than Ursay's career there.  I understand that it's taking a while.  But no one RESPONDS to me at all.  It's kind of ridiculous.  Charlie is supposed to be "personally" taking care of my problem but it doesn't seem that way.  I only saw three people with with my exact problem that got escalated to him.  Thought the posters in here would be taken care of first since we were, how do you put it, FREAKING THE FUCK OUT.

[delgas]

ITS THIEVERY WHEN SOMEONE TAKES YOUR MONEY AND GIVES NOTHING IN RETURN
BITINSTANT SO FAR HAS PROVED TO BE A FRAUD! SCHILL< SCAM< CON ARTISTRY AT ITS BEST. IF I HAD TO DO IT ALL OVER AGAIN I WOULD NOT SEND THESE GUYS ANY MONEY PERIOD!!
DOCUMENT DOCUMENT DOCUMENT EVERYTHING AND USE YOUR NAME! MEANWHILE EVERYONE HERE HAS TO BEG! BE POLITE ! AND KISS ASS TO THESES LYING SCUMBAGS all because they are holding your money!

 ITS FRAUDULENT PLAIN AND SIMPLE!! WHEN SOMEONE TAKES MONEY AVOIDS GIVING IT TO YOU THESE ACTS ARE CRIMINAL!

[inermae]

Deposited $480.05 yesterday, no coins received.  I had deposited the day prior, and received the coins instantly.

OrderID: bc9233ec-0670-42e8-8018-0f7b288a2df8
EventID: 15e05d38-1406-441e-b030-7f8ee0cb7600

I emailed support almost 24 hours ago, and still no response.

Do you have an order ID #?  Please provide more details about your order such as the options you used and what went wrong.  Thanks!

Isn't the order id number in the above quote?

What went wrong is that I never received the bitcoins.  I used identical options to my previous successful transfer. (Moneygram)  I see no evidence of any transfer using the blockchain.info search (as was suggested by the bitinstant confirmation email)

I am not sure what other information you need to find my transaction.  I feel very uncomfortable copy-pasting the contents of the confirmation email in a public forum.  Please PM me for any specifics you need.

My apologies.  I overlooked your order ID #.

Where was the cash supposed to go from Moneygram?

Directly to my wallet.  The destination account hash is viewable using the bitinstant order status.  However, blockchain.info shows no record of a transaction to this address.

Thanks for all the extra info.  Your ticket has been opened and I will contact you as soon as I have anymore info. 

-BitInstant Support

It has now been 48 hours since my deposit, and I do not have the bitcoins, nor any information other than the initial confirmation email.  I have received no emails from your support team, nor any update other than your indication that a ticket has been opened.  I would appreciate some information as to what has happened.

[Mottwally]

Greetings,

It looks like I've goofed on the whole MT.Gox account debacle. This is very frustrating.  

Anyway, The folks at bitinstant have pushed my funds, but to the merchant ID and not my True account #.

The two events Id's are :06f1128b-03d8-4979-a745-b028ca2d7e81
And: 65c83138-3f51-4f28-96cb-8f05e64246c8

My account number is 220054

It's been a number of days, I hope this can be resolved.

[andrewb]

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. 

I understand, appreciate your effort and you are doing a good job; just wanted to point out how everyone and their mother -- even (new) employees -- seem to be confused. And I just couldn't sleep obsessing about this, so had to keep posting :/

[URSAY]

This is laughable. No reply from bitinstant "live support" which is a joke because live implies a reply within a few minutes, tops. No reply to my email. It has been 2 full days since I made a cash payment at Walmart and got the email from zipzap that it was successful.  Unfortunately, since I initiated the transaction directly from my Blockchain.info wallet, I apparently only had one chance to record or save my orderID and I didn't do that. I figured it would come in an email or I wouldn't even need it, based on the false claims that bitinstant is the fastest way to turn cash to btc. 

If it helps here are some relevant details from the zipzap conformation email.

Amount to Pay: $253.95
Account Number: 670731165

Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.

What is being done to make things right? Not only has the value of btc fluctuated wildly, I have also paid 4.49% in fees to ensure timely delivery that is nearly 2 full days late. Normally its not a big deal, except I did business with you based on speed and that's why I'm paying you 4.49% in fees. Also all of the time I have spent (wasted) trying to coax a response out of anyone involved which should not happen.

Ticket submitted!  We will get back to you with any additional info.  Thanks!

-BitInstant Support

[URSAY]

This is in regards to an order that I processed with BitInstant last night:

Quote for MTGox Coupon transaction
Quote ID c0f06ed9-4bdb-4310-be80-10788beaff47
Event ID b32d4f04-26fb-4035-99ad-65c7ba08b038
Quote valid until Fri Apr 5 00:26:18 2013
Fees 9.0% + $1.00 incl. paypal fees
Amount you need to pay $498.0 USD
Amount you w ill receive $453.462848 USD
Expected delivery time(HH:MM:SS) 0:04:00
Guaranteed delivery time (HH:MM:SS) 1:00:00
Destination exchange PayPal

I went ahead with the order, and received the following confirmation:

OrderID: 46a2c72f-3f31-4580-88a3-6c78f3e52fa7
EventID: fc79962c-24eb-4202-ac9e-815500d5d631
DestAccount:
QuoteID: c0f06ed9-4bdb-4310-be80-10788beaff47
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365118334.31
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $453.462848 USD

I wrote to Yankee late last night and asked him to look into this, because I did not receive the funds. And I was especially concerned with the API response of "Insufficient Funds". To his credit, he did write me back last night, and said he would be working on it "now".   But that is the last I heard from him or from BitInstant, and I still have not received the funds. I also tried the live chat, and they were not available at that time of night, and I also wrote to support@BitInstant.com, but received no reply from them. I have been trying live chat since 9AM this morning, but the send button does not seem to be sending anything.

I did not want to complain on this thread, but this is very bad business on their part, and it is obviously very worrisome to me as a customer.

Would someone please look into this and get back to me? Thank you.

Thanks for the info!  I've opened a ticket for you and we will contact you with further instructions.  Thanks again for your patience!

-BitInstant Support

[URSAY]

This is in regards to an order that I processed with BitInstant last night:

Quote for MTGox Coupon transaction
Quote ID c0f06ed9-4bdb-4310-be80-10788beaff47
Event ID b32d4f04-26fb-4035-99ad-65c7ba08b038
Quote valid until Fri Apr 5 00:26:18 2013
Fees 9.0% + $1.00 incl. paypal fees
Amount you need to pay $498.0 USD
Amount you w ill receive $453.462848 USD
Expected delivery time(HH:MM:SS) 0:04:00
Guaranteed delivery time (HH:MM:SS) 1:00:00
Destination exchange PayPal

I went ahead with the order, and received the following confirmation:

OrderID: 46a2c72f-3f31-4580-88a3-6c78f3e52fa7
EventID: fc79962c-24eb-4202-ac9e-815500d5d631
DestAccount:
QuoteID: c0f06ed9-4bdb-4310-be80-10788beaff47
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365118334.31
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $453.462848 USD

I wrote to Yankee late last night and asked him to look into this, because I did not receive the funds. And I was especially concerned with the API response of "Insufficient Funds". To his credit, he did write me back last night, and said he would be working on it "now".   But that is the last I heard from him or from BitInstant, and I still have not received the funds. I also tried the live chat, and they were not available at that time of night, and I also wrote to support@BitInstant.com, but received no reply from them. I have been trying live chat since 9AM this morning, but the send button does not seem to be sending anything.

I did not want to complain on this thread, but this is very bad business on their part, and it is obviously very worrisome to me as a customer.

Would someone please look into this and get back to me? Thank you.

I had the same issue.

May as well post my info up for the world to see(minus my email)

Order ID   b9de9787-fb8d-406c-8b34-3de1544b3d27
Quote ID   614a0835-ad1b-4f6a-9042-592bfd62966d
Event ID   0e585293-bece-4a8f-8413-7cc866259184
Fees (inclusive)   9.0% + $1.00 incl. paypal fees
Amount you paid   $499.97 USD
Amount you will receive   $455.26062272 USD
Delivery Deadline   Thu Apr 4 23:40:45 2013
Destination exchange   PayPal
Destination account   jebova2301@iwillatleastblockthispartsospiderscantgrabmyemailwhilespideringaround

Thu Apr 4 22:40:30 2013   6daa405c-8351-44a1-8391-3618dd29bc55   Quote for new transaction
Thu Apr 4 22:40:45 2013   0e585293-bece-4a8f-8413-7cc866259184   New Order
Thu Apr 4 22:41:57 2013   ff16e45b-c254-41bf-a1c1-863182106d70   Gox coupon deposited at BitInstant account
Thu Apr 4 22:41:58 2013   0ab33e29-0445-456c-bac2-a86612c851e8   Order executed - funds deposited at remote exchange

email says:

OrderID: b9de9787-fb8d-406c-8b34-3de1544b3d27
EventID: 0ab33e29-0445-456c-bac2-a86612c851e8
DestAccount: jebova2301@notgonnaputitouthereinanopenforumforspidersandbotstousetospamme
QuoteID: 614a0835-ad1b-4f6a-9042-592bfd62966d
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365115318.61
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $455.26062272 USD

Sent a message to ursay last night about it. still no word back. Please lemme know what's going on, guys. Thanks.


i really DONT think these guys are scam, since they have helped me with over $3000 in transfers in the last 3 weeks and helped out two of my other friends. I will vouch for them

Ticket opened.  Thanks for your patience! 

[URSAY]

Yesterday URSAY posted that I'd been given a support ticket, I've checked and no further posts in this thread mention me and I have received neither PM nor email. The lack of contact is rather disturbing and at this point I've given up on receiving bitcoins and am only going for the Mtgox coupon. I made my original payment, getting Zipzap confirmation, over two days ago. I have no way of knowing if anything is being done, and feel rather abandoned having not received a single email, even a day after I've been told a support ticket was opened. On the website my order is just stuck at loading, rather depressing when the transaction should have been completed while it was still Tuesday. If I could just get the mtgox coupon code for the value of my order pmed or emailed to me, that'd be much appreciated.

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

We are still working on your issue.  Thanks for your patience! 

[URSAY]

Entered an order yesterday morning:

Order ID: 6cd721ca-1c62-4868-98aa-2975cf0880e5

$150 Dwolla to bitcoin address. Still showing "MTGox Order Loading" on the order status page.

The money has been transferred out of my Dwolla account. No confirmation email, no bitcoin delivery.

Please fix this as soon as possible.

Ticket opened.  Thanks for your patience! 

-BitInstant Support

[URSAY]

Greetings,

It looks like I've goofed on the whole MT.Gox account debacle. This is very frustrating.  

Anyway, The folks at bitinstant have pushed my funds, but to the merchant ID and not my True account #.

The two events Id's are :06f1128b-03d8-4979-a745-b028ca2d7e81
And: 65c83138-3f51-4f28-96cb-8f05e64246c8

My account number is 220054

It's been a number of days, I hope this can be resolved.

Do you have an order ID #?  Can you be more specific regarding the labels to these account #s?  Thanks!

[gacbmmml]

Good news everyone. RACHEL IS ALIVE!. I guess she had a really late night playing Bocce Ball with her friends and overslept this morning, which is why she wasn't answering her emails.

Anyhoo, everything is resolved, and my money is now in my Mt. Gox account. All is well and right in the world.

[Mottwally]

Greetings,

It looks like I've goofed on the whole MT.Gox account debacle. This is very frustrating.  

Anyway, The folks at bitinstant have pushed my funds, but to the merchant ID and not my True account #.

The two events Id's are :06f1128b-03d8-4979-a745-b028ca2d7e81
And: 65c83138-3f51-4f28-96cb-8f05e64246c8

My account number is 220054

It's been a number of days, I hope this can be resolved.

Do you have an order ID #?  Can you be more specific regarding the labels to these account #s?  Thanks!

Yes, Mt. Gox has changed the format of the account numbers on their site.

Before I had just a 6 digit number. Example: Account number:XXXXXX
Now we have a new format by account number. Example:M5XXXXXX4X
The x's in the middle is my original account number.

I used the new format, and it looks like there is an issue between bitinstant and MtGox concerning this change.

I did get a code on one of my transactions that support helped me with.
However, I sent another amount this morning to the same, wrong account number, and it looks like it is stuck in limbo.
Bitinstant says it was completed, but the funds have not shown up in my mtGox account yet.

The quote ID is:2d106669-fb06-4fd3-9273-39c0a250bc1f
and the event ID is:65c83138-3f51-4f28-96cb-8f05e64246c8

Many thanks for your time.

[caffeineJoe]

EMAILS SPAM RANTS
A DEAD COUPON CODE
LEVEL TWO RED ALERT WOOP WOOOP
NADA, ZIP, ZERO
NOT FOR LACK OF TRYING

UGH
YOU HAVE ALL THE INFORMATION
I GET
SIRI REPLIES
I don't understand
sorry for the delay
then, silence
i'm out

thank you for what?

 3/27/2013 TO 4/5/2013 AND NO RESOLUTION IS UNACCEPTABLE

[greeners]

I tried to do a mtgox to paypal this morning but still waiting for the funds to show.

The API response in the automated email shows as 'INSUFFICIENT FUNDS'.

Thank you for your transfer to PayPal


OrderID: 39ff4ee6-e1d9-4fa8-81fc-664359f7c9c6
EventID: 13d10c59-d0c4-4d10-9387-f0ebde3b25b6
DestAccount: (redacted)
QuoteID: a25c2790-c3f4-4a87-b579-06611384095a
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365160966.06
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $455.288 USD

I filled in a support form on the bitinstant site, but since I had no response, I thought I would post here.

[URSAY]

Good news everyone. RACHEL IS ALIVE!. I guess she had a really late night playing Bocce Ball with her friends and overslept this morning, which is why she wasn't answering her emails.

Anyhoo, everything is resolved, and my money is now in my Mt. Gox account. All is well and right in the world.

She was in the office on time today.  She may not of answered your emails because she was sleeping last night. 

[dson321]

Hey All!

This thread is for customer issues, service announcements, ect. of BitInstant.

It's monitored by our support team, so if you have an issue, question, comment, feel free to post your order details here and someone should respond within a few hours during normal business hours (a little longer on weekends)

Thanks for all your continued business and support!

-Charlie and the team at BitInstant

Hi Charlie,

Is there a slowdown with deposits between Dwolla and Bitistamp using Bitinstant?  Just wondering.  Thanks!

[mssunshine]

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!
 DELETE THE ABOVE MY ISSUE RESOLVED !!!

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

NO NEED BITINSTANT CAME THROUGH ISSUE RESOLVED!!!

[archimediate]

Heard back from Rachel a few minutes ago promising to send me a new code.  Happy to hear but what about when we were told that we would get the amount that would have been purchased at the time of deposit?  I know coins were at roughly 95-100 dollars when I made my deposit.  I stand to lose around 30-40 dollars a piece. 

[Ollebolle22]

Hey All!

This thread is for customer issues, service announcements, ect. of BitInstant.

It's monitored by our support team, so if you have an issue, question, comment, feel free to post your order details here and someone should respond within a few hours during normal business hours (a little longer on weekends)

Thanks for all your continued business and support!

-Charlie and the team at BitInstant

Hi Charlie,

Is there a slowdown with deposits between Dwolla and Bitistamp using Bitinstant?  Just wondering.  Thanks!

Ok