Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Paid money in CVS for bitinstant to transfer money to mtgox. Email says money has been sent but I don't see anything in my mtgox account. Can you offer some assistance?

OrderID: 950a41ce-9114-494f-8732-bdcdf3526391
EventID: 13df1248-cf4a-4b0f-b5e0-35d6f4d28084

I'm having the exact same issue with Bitinstant only in my case it was Zipzap. I'm not paying them another cent until I get an explanation and either my Bitcoins or a refund.

Right now I assume it's a bug because apparently you're having the exact same issue I have. Only I'm not with MtGox.

Please provide all relevant order details so I can help you.  Every transaction is different.  Thanks!  

-BitInstant Support

[URSAY]

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

I am still waiting for bitinstant to refund or respond to my support claim.  Money was sent to a wrong address which i did not enter and they are telling me to cash in a voucher which has been no good.  T/hey have not responded and btc is doubbel in value i hope to reclaim my loss in the future whenver that will be.  SO not to happy about my last bitinstant transaction and their support. maybe ill get soe kind of help.

Please provide relevant details.  Order #, options that you were using on the site, error messages if any, and any other info.  Thanks!

-BitInstant Support  

Please let me know if you need any more information i just dont want to add my btc address for security reasons.  I can if you want the whole email i was sent with all the technical information.

if that helps



I am still waiting for bitinstant to refund or respond to my support claim.  Money was sent to a wrong address which i did not enter and they are telling me to cash in a voucher which has been no good.  T/hey have not responded and btc is doubbel in value i hope to reclaim my loss in the future whenver that will be.  SO not to happy about my last bitinstant transaction and their support. maybe ill get soe kind of help.


OrderID: 67b2c5b3-bf93-43bb-88bb-4da93a207047
EventID: c18e885e-ca0a-4aea-ba74-5471c5313e68


they gave me a mtgox account voucher code which didnt work and i purchased since 86 per coin and now 140 per coin would like to recap the loss of time being wasted on waiting for support to respond.  SO far i havent recived anything for the 480 paid and the money was sent to a wrong address not mine  the coupon code is not working i tried it many times and still waiting to get reimbrsement and loosing double my money.  I hope i can be reinbured with the amount of coins i can purchase at 480 per 86 per coin and not just cash voucher.  Please help.

Your support ticket is open!  Thanks for your patience. 

-BitInstant Support

[URSAY]

I was told we would be reimbursed the difference by not only Yankee but Ursay as well.  I don't know how true this is as no one who has resolved their issues has posted anything.

As a new employee I am not aware of such refund details.  I don't believe I made a comment on this one way or the other.

[stcupp]

URSAY,

It has now been 10 days since I made my deposit and multiple attempts at contacting bitinstant support! Last reply I was given said it was fwd to Charlie on Mar 30 and I haven't heard anything back since then! This is getting ridiculous! I want my money! wtf is going on? I see you guys are resolving other peoples issues why isn't mine being resolved?

my order # is 65bea56c-6185-4889-ac36-b5ad8f9edfe1

PLEASE HELP ME!!!!!!!!!!!!!

I opened a ticket for you personally and it was much less then 10 days ago.  Please be patient while we continue to work on your issue.  Thanks!

-BitInstant Support 

I said 10 days since my deposit. I made my deposit on Mar 26th!
Put a support ticket in on Mar 28th and it got escilated and fwd to charlie on Mar 30th
I've been waiting on a reply from Charlie since Mar 30th
You opened a ticket for me 3 days ago and I still haven't received a reply

I'm not mad at you you actually seem to be helping people I just want a reply I feel I've been pretty patient its been a week since my ticket was fwd to Charlie I just feel as though I'm being ignored like I said its been 10 days since I made my deposit! I should have my funds by now!

[Joerg]

Yankee/Ursay,
    
      Still waiting .... struggling to be patient. Was told ticket was submitted on April 1.

      I'm having a hard time watching issue resolution and not knowing if you are handling them in random order, by the level of screaming, or in a queue based on time of submission.

      Assuming ( hopefully ) that you are working these in order, can you at least tell me what number I am in line? ( i.e. you are serving number 65 in the deli line and I am holding number 1,004,387 ).

Joerg

[Mottwally]

Greetings,

It looks like I used the wrong Mt.Gox account number with my last transaction.

Could I just get a code emailed to me?

the event ID is:65c83138-3f51-4f28-96cb-8f05e64246c8

Many thanks

Sorry...do you happen do have an order ID #?  Thanks! 

Oooops. The order ID is: 2d106669-fb06-4fd3-9273-39c0a250bc1f

Many thanks for your time.

[datSkaterdudee]

Hello everyone

I accidentaly sent my bitinstant funds to the wrong account (MtGox changed the way the show their account IDs). My order number is 2dc36dd8-f3c1-47cd-8250-d5db52aafc82. If someone from bitinstant could send it to the correct account which is 161891 it would be highly appreciated.

[URSAY]

Greetings,

It looks like I used the wrong Mt.Gox account number with my last transaction.

Could I just get a code emailed to me?

the event ID is:65c83138-3f51-4f28-96cb-8f05e64246c8

Many thanks

Sorry...do you happen do have an order ID #?  Thanks! 

Oooops. The order ID is: 2d106669-fb06-4fd3-9273-39c0a250bc1f

Many thanks for your time.

Can you give me more details about your transaction?  What options were you using on the site?  What errors / failures did you see?  Thanks! 

[archimediate]

I was told we would be reimbursed the difference by not only Yankee but Ursay as well.  I don't know how true this is as no one who has resolved their issues has posted anything.

As a new employee I am not aware of such refund details.  I don't believe I made a comment on this one way or the other.

I remember this being posted as a response to the worry that we are all losing money waiting on a resolution of our orders but now that I go back to look it seems to have been redacted...  I guess you guys will do what you want.  All we can do is pray you'll do the right thing. 

[andrewb]

Hello everyone

I accidentaly sent my bitinstant funds to the wrong account (MtGox changed the way the show their account IDs). My order number is 2dc36dd8-f3c1-47cd-8250-d5db52aafc82. If someone from bitinstant could send it to the correct account which is 161891 it would be highly appreciated.

If you got an email confirmation from BitInstant you may have a Mt. Gox coupon code in the API Response field, check that.

[URSAY]

I was told we would be reimbursed the difference by not only Yankee but Ursay as well.  I don't know how true this is as no one who has resolved their issues has posted anything.

As a new employee I am not aware of such refund details.  I don't believe I made a comment on this one way or the other.

I remember this being posted as a response to the worry that we are all losing money waiting on a resolution of our orders but now that I go back to look it seems to have been redacted...  I guess you guys will do what you want.  All we can do is pray you'll do the right thing. 

Charlie runs an honest business and he wants you guys to be happy with your experience.  Really.  All I am saying is I never made any comment of that nature because I don't know anything about how that works at this point. 

[datSkaterdudee]

Hey andrewB

If the email response says there no reason to use a coupon code will the response in the API field still work? Also how do you go about redeeming a coupon on Mtgox? Thanks for the response by the way!

[archimediate]

I was told we would be reimbursed the difference by not only Yankee but Ursay as well.  I don't know how true this is as no one who has resolved their issues has posted anything.

As a new employee I am not aware of such refund details.  I don't believe I made a comment on this one way or the other.

I remember this being posted as a response to the worry that we are all losing money waiting on a resolution of our orders but now that I go back to look it seems to have been redacted...  I guess you guys will do what you want.  All we can do is pray you'll do the right thing. 

Charlie runs an honest business and he wants you guys to be happy with your experience.  Really.  All I am saying is I never made any comment of that nature because I don't know anything about how that works at this point. 

Charlie seems like a nice guy, as do you Ursay.  We're just dealing with serious business here.  It's hard to be patient after this long while the world is going by you with your cash slowly slipping through your hands with not a darn thing you can do about it.  The only time you address me personally, by the way, is when I'm saying something that could prove bad for the company.

[URSAY]

Hey andrewB

If the email response says there no reason to use a coupon code will the response in the API field still work? Also how do you go about redeeming a coupon on Mtgox? Thanks for the response by the way!

Regardless of that response you may need to redeem the code regardless.  I know it's confusing and I apologize for that.  It's something we need to fix.  

[stcupp]

I was told we would be reimbursed the difference by not only Yankee but Ursay as well.  I don't know how true this is as no one who has resolved their issues has posted anything.

As a new employee I am not aware of such refund details.  I don't believe I made a comment on this one way or the other.

I remember this being posted as a response to the worry that we are all losing money waiting on a resolution of our orders but now that I go back to look it seems to have been redacted...  I guess you guys will do what you want.  All we can do is pray you'll do the right thing.  

Here is the quote from Charlie

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.

[err0r_01]

Yankee,

Hi, I need to know what is the status of this issue, One week had pass and
no answers for me. I don't know whats going on with my order.

OrderID: a0b11d2c-8239-4f79-8cff-323dfafb691b
EventID: 0e9bc5b2-1ecb-4006-b541-ed0dec126471

I went into my MT.Gox account and enter the code
MTGOX-USD-GK9YV-UF5XK-XXXXX-XXXXX
and this is the error I recieve,
"This code cannot be redeemed (non existing or already used)"  

What is the sataus of my ticket? How many more days I need to wait to see my money?

Answers are welcome, thanks for you help.

[URSAY]

The only time you address me personally, by the way, is when I'm saying something that could prove bad for the company.

I believe I opened a ticket for you which will allow us to address your issue.  How else would you suggest I address you personally?  Thanks!  

[archimediate]

I was told we would be reimbursed the difference by not only Yankee but Ursay as well.  I don't know how true this is as no one who has resolved their issues has posted anything.

As a new employee I am not aware of such refund details.  I don't believe I made a comment on this one way or the other.

I remember this being posted as a response to the worry that we are all losing money waiting on a resolution of our orders but now that I go back to look it seems to have been redacted...  I guess you guys will do what you want.  All we can do is pray you'll do the right thing.  

Here is the quote from Charlie

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.

I knew I saw it!  Thanks for the catch.

[datSkaterdudee]

Thanks URSAY! I appreciated your quick response, situation solved. No more headache  

[URSAY]

I was told we would be reimbursed the difference by not only Yankee but Ursay as well.  I don't know how true this is as no one who has resolved their issues has posted anything.

As a new employee I am not aware of such refund details.  I don't believe I made a comment on this one way or the other.

I remember this being posted as a response to the worry that we are all losing money waiting on a resolution of our orders but now that I go back to look it seems to have been redacted...  I guess you guys will do what you want.  All we can do is pray you'll do the right thing.  

Here is the quote from Charlie

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.

Thanks for clearing that up!  That is still not a quote from me.