Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

  I spent nearly $160 to using zipzap and bitinstant in ordder to purchase bitcoins for my blockchain.info address. I complete the purchase at around 5:30pm est and it is now 1:34am est the next day! This is really troubling considering I need the coins asap. Normally i do not have a problem. Just like other people i received a confirmation from zipzap saying my order was completed successfully but did not receive one from bitinstant. If i can (considering this is only my 2nd post) I will be Pming the ceo right after this post.

If you do not provide any details about your order then we are unable to look it up in our systems and help you!  

[TheBison]

I've been waiting over 24 hours and my transactions are stuck at "MTGox Order Loading"

Quote ID   99409a71-9f38-4f89-a03e-b23b6e9a12a7
Event ID   15e6b6e8-487e-431c-9a30-57c52993ca31

&&

Quote ID   d3a97829-5024-49ef-a9ad-61c9068d2046
Event ID   af6bcc20-bb6e-4fc2-8917-6dc60ce219c9

[b00ks101]

Quote: 27505122-b17d-4e41-b7ba-32c3d6140603
Order: 084a25b5-ead8-43a0-b260-d953dd786182

Still waiting for my funds or an explanation. This is my first experience of BITINSTANT and its starting to smell like a scam.

How many people have actually had their problem resolved recently? How many are still on the 4/5 4/6 4/7 and 4/8 support lists?

Can anyone here give me some positive news to at least let me HOPE that I will see my money again???


....Anyone?

[URSAY]

Just To Clear Up Confusion

To transfer USD into my mtgox utilizing
Bitinstant

Use exchange account

Name? Six digit number?
Or
The Account number MxxxxxxxxX

What one will get the funds to my
Mtgox
Account NO FAIL?

Thank you in advance for your reply.
good morning,
CJ

Testing this today myself!  One has already gone thru.  The other has a issue with Moneygram that I will be resolving later.  I will have results soon!  

[thannon1261]

I seem to have got skipped over so Ill try this again!!  Sent you a PM.....just would like to know the status of my order and when I will receive my coins!!

Thank You

OrderID:

5871c29e-3acd-414a-8d5d-9f9a95e6fa4e

[embryonic]

Here is my problem as verified by MtGox customer service.

I accidentally sent Bitinstant my MtGox account number* instead of my exchange number for a deposit.  I have been informed by MtGox that Bitinstant can provide a redeemable code to regain my funds.  Here is my order information:

OrderID: 2822673e-81dd-4028-8510-4e5fad1b54eb
EventID: d2cc88ed-e6b8-422b-b6f1-cb2bcbd4afc5
DestAccount: M17363087X*
QuoteID: 3b8981d1-dc34-41bb-a849-bd81c6053aa9
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365029706.69
APIResponse: MTGOX-USD-6SRRF-8TBC8-HVNHJ-18C99
FundsSent: $403.242 USD


Any help would be greatly appreciated, even if a response suggests there may be a slight delay.

Thanks,

Dustin

[URSAY]

This is getting so frustrating!  Been nearly 24 hours without an update.  Live assist didn't work, no answer to emails, no answer on emergency number posted on website.  So here we are, all asking where our money is?  We finally get a brief reply saying we are added to the list for trouble tickets.  Well what does that mean?  Give some solid answers of when/if we will see our money!  Every hour that goes by is lost money for all of us because of the fast rate bitcoins are rising. Do you intend on refunding our fees or honoring the purchase price of the coins at the time we ordered?  We need some answers.  Please give us details and estimated times.

If you provide no order details I can't help you! 

[URSAY]

err0r_01,

I have submitted a formal support ticket for you and I hope to have more info for you soon.  Thanks again for your patience.

-BitInstant Support

Any news about this?
OrderID: a0b11d2c-8239-4f79-8cff-323dfafb691b
EventID: 0e9bc5b2-1ecb-4006-b541-ed0dec126471

Need some help about the status of this ticket.
Can I have and estimated time of when this transaction will be complete.
Thanks!

I cannot provide any ETA.  Sorry.  We are working on your issues as fast as we can.  Thanks! 

[cooljay24]

URSAY - any info on bitinstant -> PayPal transactions? I know you're pretty busy lol .

[fwf]

I made a Cash > ZipZap > Bitinstant > MtGox transaction on March 28, and still have not received funds.

After numerous exchanges with support and an e-mail from Charlie himself, I have to conclude that my money is just GONE!

I have PMd URSAY with my info, but never got a response. I have received several e-mails from support telling me to use a long expired MtGox coupon code. I don't know what else to do.

I appreciate your help, but I've had this conversation many times during the past week, so I'm not looking forward to any resolution to this problem.

Finally, my original order (more than a week ago) was when Bitcoin was trading at less than $100, so even though Charlie "guarantees the difference", I doubt I will ever see that.

I would avoid Bitinstant until this mess gets straightened out.


OrderID: 5c351ed7-76ab-4dd6-a47d-71d98e7e82ce
EventID: 37518d03-aa2d-4674-bd43-806c39d8b08d

[EJS420]

Dear URSAY,

Thanks for you patience, it is good to finally see a worker from BitInstant doing something for us.  I am experiencing the same issue as everybody else.  Moneygram->Zipzap->BitInstant->MtGox is my path for the deposit, when i check the order status, it says MTGox Order Loading.

I had 2 previous deposits go through correctly that day, I have attached their quote ID's also.  I used my account number, and checked it against the other two, and all three are correct.  So why did 2 payments go through but the 3rd one didn't?

Successful Quote ID's

Quote ID   c947a041-0262-49bc-9007-c0b5afce8ae7
Event ID   30722e9b-d42b-4606-84e3-fca48e64791b

Quote ID   245ff2d6-4e90-4dc7-a156-c11afaaff72b
Event ID   a8b7037a-8b26-43c2-84d1-223e1ecc2431

NOT WORKING QUOTE ID


Quote ID   121c24da-3a19-4f6a-ba76-044902655b0d
Event ID   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb

Order Event Log for non working quote ID

Sun Apr 7 19:06:58 2013   e4dcaac8-b86b-43e2-bfdb-9024ddf172bb   Quote for new transaction
Sun Apr 7 20:09:08 2013   66043db1-e374-429b-a625-c511a9821e3a   New Order
Sun Apr 7 20:09:04 2013   f2ce702a-33af-4f0b-9553-a082d768a920   MTGox Order Loading

Zipzap Account Number

Account Number: 866987795

If there is any other information you need please let me know.

Thanks

[URSAY]

Support list for 4/7

CBRF4I / Rocker122 / wicker33 / twigger13 / Apanauc / roganmaster [RESOLVED] / earthwormjim1 / btchaver / ikuzo1 / kubrickonthemoon / Boing7898 / Rafa7 / ilich / synergy7 / noname6520 / cash4 / thewebguy0 / KeyT86 / Joerg / ocbitcoin / chile / gshu / appleijunkie / cooljay24 / b00ks101 / dookiedue / pennyback / trevorj / baggage / Luckybit / gordon154 / pennypack / PC_Mobile / iiqher / jherbjr / jherbjr / logeyG / Singlebyte / Statesman / Panzerknacker

I am also logging many issues from Facebook.  Submitting support requests via all channels slows things down.  Please be reasonable, submit your request in 1 place, and be patient.  Thanks!  

Thank you for addressing my issue. Can you give me some clarification on what being on the support list means, when will our issue be resolved, and will we be refunded the value of the coins we have lost? When i placed my order the price was roughly $156. It has risen almost $20 resulting in a $60 loss.

The support list allows me to be more personally accountable with your issues so I can give you an idea of what your issue is and what is being done about it.  There is currently no ETA for resolution.  If you have an issue with your order once you receive it then you can ask me to open another support ticket for your new issue.  One step at a time.  Thanks!  

Is there a way we can look up our ticket status if we're on that support list for 4/7? Sorry I just don't really understand this process is all.

I can look into your issue for 4/7 and give you an update in a bit.  Please be patient while I finish up my first draft of support for 4/8.  Thanks! 

[URSAY]

How about We solve problems instead of answering questions & compiling lists?

Many of you like to post multiple requests for the same issue and I have to try and respond to all of these requests and communication.  Lists actually escalate the issues thru support.  Essentially, solving the issues is exactly what I am doing.  Thanks for your concern. 

[URSAY]

Here is my problem as verified by MtGox customer service.

I accidentally sent Bitinstant my MtGox account number* instead of my exchange number for a deposit.  I have been informed by MtGox that Bitinstant can provide a redeemable code to regain my funds.  Here is my order information:

OrderID: 2822673e-81dd-4028-8510-4e5fad1b54eb
EventID: d2cc88ed-e6b8-422b-b6f1-cb2bcbd4afc5
DestAccount: M17363087X*
QuoteID: 3b8981d1-dc34-41bb-a849-bd81c6053aa9
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365029706.69
APIResponse: MTGOX-USD-6SRRF-8TBC8-HVNHJ-18C99
FundsSent: $403.242 USD


Any help would be greatly appreciated, even if a response suggests there may be a slight delay.

Thanks,

Dustin

You posted your GOX coupon here publicly so we will have to cancel your current coupon and issue you a new one.  I have added you to our 4/8 support list.  Thanks for your patience! 

[catcow]

still waiting for my money to be deposited to bitstamp after 2 days.  i've lost a lot of money now.

order id: d33f0cf0-4aac-4ef7-afcd-2950e1174c6d

just put the money back into my mtgox account if you don't have any funds in bitstamp.  a really easy and practical thing to do would be to CHECK IF YOU HAVE RESERVES BEFORE YOU TAKE CUSTOMER'S MONEY.


EDIT:  i'm posting here because i have no response from support via e-mail, web, and telephone for 2 days, but you seem to read about problems here.

[EJS420]

Hey gents, how do we know if we are on the support list?

[jerm0916]

I've messaged your support several times about a failed transaction from January this year.  The quote ID is:  324e6ca9-0291-45da-bc15-4451135c87ed

The last thing I heard from Rachael and Seth was that this would be resolved in a few business days.  That was 19 days ago.  I haven't heard anything since then.  I did request that the funds be sent to a different payment account.  The new account is:  19Y8VfTa5pHVg2qHsvAJNzwztBYBsRGdUj  

Could you please let me know what is going on with this?  I understand there have been some issues, but I'm not getting any follow-up and I'm worried that this isn't going to be resolved.  Please let me know if you need any other info to send it to a different account.  I've lost out on a 1000% return on the value of BTC since I purchased.

[BitByInstant]

2nd time having issues out of 3 attempts.    Service needs improvement.

Order ID:  2e7a78a6-9cd4-4306-8f73-629ef1c0f1d0
Quote ID:  05300dff-55b6-484f-acaa-a5e6f5616786
Event ID:   416d13e9-64b7-4eb2-942a-7a830e09d2a4

Quoted for URSAY's attention.

[URSAY]

Working support list for 4/8 below.  Final version will go up later tonight.  Please take note if you are on this list and reference it when you speak with me regarding your issue.  Thanks guys!

synergy7 / msiddiq / iNormalize / hillock / Brownye / fuue83 / chase1420 / archfiendmaster / sandyjg9 / sbs2199 / Protagonus / DoctorFluff / rstephe / aqrulesms / pafu / na_krul / rm187 (NEED MORE INFO) / torrenting / shadumdum / goosy052157 / pzwow / BitcoinApprentice / navahoboy / blacknight505 / cayson / bvwuis2c / bigpoppapump69 / Imaginer / masternewb001 / metazilla / dhbanes / jack789 / paradoxal / BitSmack / EJS420 / Imaginer / BitByInstant / Nonya Business / masternewb001 / Cogine / fortus / ScrapOfCat / funktion / thannon1261 / rsglenn / aDarkKnight / TheBison / embryonic / fwf / EJS420

[catcow]

it will take you 5 minutes to solve my problem.   and i've already been waiting for 2 days.

please just return my money to my mtgox account if you don't have the funds available in bitstamp to complete the transfer.

order id: d33f0cf0-4aac-4ef7-afcd-2950e1174c6d