Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

If you are unable to track your own issues then it makes it very difficult for me to track.  Please let me know if you have any more info.  I will have to spend extra time looking into your issue.  Thanks!  

What? I don't know if YOU have opened internal support issues for me because I don't work at bitinstant. How the hell am I supposed to keep track of that? You have claimed to have "escalated" (what does that even mean?) my issue but I haven't received ANY further information regarding it (no support number, no emails, no PMs, no updates). I keep track of my SINGLE issue multiple times per day by checking the bitinstant website and seeing that it still remains completely unresolved.

Please, do not dare put bitinstant's incompetence on me.

I shouldn't have to hound you like an animal just to get responses for a simple transfer on a week old issue. This is absolutely absurd and completely unprofessional.

Have you ever taken down a support ticket number for an issue for any company?  These kinds of thing are normal and it helps to resolve your issue when you take note of details that can help us.  I post all this info publicly so I'm not sure why you can't provide me with any info.  Trying to help you.  

I am aware that legitimate non-scam companies provided support ticket numbers, and, had I been provided one, I would have written it down. But again, the only thing I was provided was verbal confirmation that the issue is being addressed.

And again, here is the screenshot from my inbox with a PM from YOU (URSAY, EMPLOYEE OF BITINSTANT) confirming that my issue had been documented and was "escalated".

https://bitcointalk.org/index.php?topic=128314.msg1783510#msg1783510


BUT AGAIN, NOTHING HAS BEEN RESOLVED.

You are slowing things down with multiple posts and not providing all info.  I can go back thru the forums and try to find your info but I have a lot to work on.  I have been asking you to help me with resolving your issue.  Do you want a resolution?  

[ormrotter]

OrderID: bea9620e-f1e3-45ed-9dca-9548dc07a29a
EventID: e6d8e6af-f43b-442b-a11b-8e51d007a5ff
DestAccount: M24372891X
QuoteID: 7a23c122-becc-499b-934b-23e0a3bbd581

[URSAY]

Ursay:  I made my order/payment last Wednesday back when the price was around $130. Still haven't received my bitcoins yet. When I finally get them, will I receive them at the price I paid for them, or at the $230 price? I'm assuming you paid for the bitcoins last Wednesday and simply need to transfer them to my address?

Order ID: 930881248
Quote ID:  6148cd1f-caa0-48e7-b70f-39b8a0bb234f
Event ID:  0248e572-829b-437f-8ad5-4b8ff92d6c23

We will do our best to give you the price at time of purchase. 

[caffeineJoe]

Dear URSAY'

To Quote Yankee:

"We have always and will always be crediting customers at the exact rate at time of deposit

Our automated system does not do this all the time,
 however when your order is processed, send us an email or PM or post here and refunds will be credited"

With that said,
I'm I ABLE TO  request this?

With  my deposit  dated:
  March 27 2013 of 299.64721
Did not clear into my account until,
 April 6, 2013.

What information do I need to provide
 to get a ticket opened in regards to this?

thank you in advance,
cj

Provide me with what you got and what you think you are owed.  Please provide as much info and math as possible and I will escalate your issue.  Thanks! 

Thank you, I will message you with all that information, as clearly
And concisely as I am able to.

[URSAY]

@URSAY

Is there a 4/9 ticket list?

COMING.  I can only do so many things at once.

[Jross81]

URSAY, please please help

I made a deposit from bitstamp, using the bitinstant option. I went to walmart and made a payment to "wallet address". I used the address from my "wallet qt" the one shown under receive coins.

My browser didn't show the option in the drop down box for pay to bitstamp. that is why I chose that option.

so frustrated. what info do you need from me, can you please help

Order ID #?

order ID# d8cffc4d-6505-4512-b3c1-c631a42f5a30

thank you so much, Justin

bumping this one, just encase it got overlooked

[URSAY]

URSAY,

Could you unblock order id: cc2c7a23-9f31-44ad-adb5-51ee140b56e0 ?? I was on 4/8 list. My money has not shown yet on mtgox.

What do you mean by unblock?  Is this a new issue other then what was logged on 4/8?

[URSAY]

OrderID: bea9620e-f1e3-45ed-9dca-9548dc07a29a
EventID: e6d8e6af-f43b-442b-a11b-8e51d007a5ff
DestAccount: M24372891X
QuoteID: 7a23c122-becc-499b-934b-23e0a3bbd581

How may I help you?

[Rafa7]

It took 1 week to get the funds on my mtgox account , but it finally did !
Just be patient guys

[Ace.]

Hey there,

This is to notify you that your order has been updated, please find the details below:


Thank you for your transfer to PayPal


OrderID: 83e9b1a7-e3bc-4ce5-ad65-3289a566b8f3
EventID: 7dbddf7e-3a30-4872-b2ae-3753d92cfd90
DestAccount: ace@c0dereality.com
QuoteID: aa0836b6-ca26-459b-ad7a-244e48f0289c
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365024564.27
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $110.21563712 USD



If you have any questions, feedback or need some help, please do not hesitate to contact us!
support@bitInstant.com
Telephone: 1.716.712.4846
Fax: 1.347.223.5251

Feedback is important to us, please leave us a 2 minute review!
http://www.resellerratings.com/store/survey/BitInstant

Thanks!

The team @ Bitinstant.

Dear acepilot1023,

There has been a withdrawal from your Mt.Gox account:

Transaction reference: 9caba4ec-e5c2-4a94-b9f2-4a61eaab6ca5
Date: 2013-04-03 21:26:57 GMT
IP: 70.63.132.94

You can access your account history for more details.

Please contact us as soon as possible by replying to this email if you did not request this withdrawal.

Thanks,
The Mt.Gox Team

I requested a MtGox coupon to Paypal transfer and the order went through but I never received the paypal.

https://i.imgur.com/bLIu1go.png

The money was indeed withdrawn from the MtGox account: https://i.imgur.com/rskAsYX.png

In the email I received from Bitinstant it says: APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}

I think that your paypal account did not have enough funds to process the transaction at the time. That is just a theory, and since I have no further information thusfar, that is what I'm attributing it to.

If you have any need for more information or clarity, feel free to contact me. I will be around for a while.

Okay, I'm getting fed up with this. I have asked repeatedly about this and I have gotten nowhere. I have tried to be nice, encouraging other people to be patient, but this shit has to stop.

It's been almost a week and the only thing I've gotten is promises it will be looked into and a email for the ticket that was apparently opened for me saying processed on April 5, but I still dont have my money to this very day. https://i.imgur.com/oHH8tYt.png

URSAY said to PM him all the information if you wanted him personally to take care of your matter, and I promptly did. He replied that he would look into it. This was around 50 pages of this thread ago. A few days later (and no messages later...) I replied to the PM asking him if there were any updates and I get no response.

I'm onboard with opening a class-action lawsuit against Bitinstant. It seems this is the only way to get their attention. I will be contacting my attorney regarding this matter if I don't see a resolution rather soon. I am fed up with this.

I have not lost as much money to Bitinstant as some of you others have, but that doesn't change the fact that they cheated us out of our money.

[URSAY]

4/9 SUPPORT LIST CLOSED.  Moving on to 4/10 support list.

Final 4/9 list will be posted shortly.  Thanks. 

[nonames456]

I'm replying again with all my info. As far as I know, URSAY, you haven't opened a ticket for me yet and would like to be put on the 4/9 list

ZIPZAP Acct:705072007
Your order status

Loading
Order receipt

Quote ID   d68edb29-74d6-48ec-a259-dc0d1649ca8e
Event ID   bcfd0c4e-69d6-4b5e-b5b8-feb00301d957
Fees (inclusive)   3.99%%
Amount you paid   $236.05 USD
Amount you will receive   $226.631605 USD
Destination exchange   Bitcoin Address
Destination account   BITCOIN ADDRESS
Order event log

Timestamp   Event ID   Event type
Sun Apr 7 13:47:02 2013   bcfd0c4e-69d6-4b5e-b5b8-feb00301d957   Quote for new transaction
Sun Apr 7 14:42:48 2013   0882b1e0-7d4f-4a10-840c-00410e728d9b   New Order
Sun Apr 7 14:42:44 2013   bfd5c69f-bf01-44bf-9486-c3c9b4807dbb   Coinapult Order Loading
Sun Apr 7 14:47:44 2013   80614dfa-fe0c-415e-8e32-a5208eb2a4a9   MTGox Order Loading

[fallingupwards]

Ursay:  I made my order/payment last Wednesday back when the price was around $130. Still haven't received my bitcoins yet. When I finally get them, will I receive them at the price I paid for them, or at the $230 price? I'm assuming you paid for the bitcoins last Wednesday and simply need to transfer them to my address?

Order ID: 930881248
Quote ID:  6148cd1f-caa0-48e7-b70f-39b8a0bb234f
Event ID:  0248e572-829b-437f-8ad5-4b8ff92d6c23

We will do our best to give you the price at time of purchase. 

Thank you : )

[FYourself]

4/9 SUPPORT LIST CLOSED.  Moving on to 4/10 support list.

Final 4/9 list will be posted shortly.  Thanks. 

I don't understand. what do these lists mean? have you completed all the transactions from 4/9 or have you just made a list of those people from 4/9? When will the 4/6 list be resolved?

[msiddiq]

Ursay, I wanna buy more BTC using Bitinstant. Is it advisable to do this right now?

I used cash to GOX deposit yesterday with my GOX user name.  New MX number failed when I tried this morning.  I would suggest using your GOX user name for now. 

I was planning on using Cash deposit at Walmart using Moneygram -> ZipZap -> Bitinstant -> Bitcoin address
Is that system automatically working now and fixed? Or will you have to manually put that through like my previous orders?

[efini]

I'm onboard with opening a class-action lawsuit against Bitinstant. It seems this is the only way to get their attention. I will be contacting my attorney regarding this matter if I don't see a resolution rather soon. I am fed up with this.

they're completely fucked "support" system is ensuring that such an action is inevitable if they continue this. they're a stones throw away from wire fraud at this point.

[ormrotter]

OrderID: bea9620e-f1e3-45ed-9dca-9548dc07a29a
EventID: e6d8e6af-f43b-442b-a11b-8e51d007a5ff
DestAccount: M24372891X
QuoteID: 7a23c122-becc-499b-934b-23e0a3bbd581

How may I help you?

My $$ is missing, this is my second post...443.95 up in the air, if I don't get the difference in btc rate our business is done once this resolved.

[URSAY]

FINAL 4/9 support list.  Please take note if you are on this list.  Thanks!  

Imaginer / ASICPool / Bjork / runarmyof1 / chowmein / pennyback / elitemom / Statesman / PC_Mobile / RandyVermillion / mwp (NEED MORE INFO) / fuue83 / justinpobrien / vitaslayer1212 / Singlebyte / ScrapOfCat / arkaideman / shadumdum / sugsmack100 / synergy7 / msiddiq / jack789 / Nonya Business / speshell1 / glasshouse / duquevalentino / cea45 / vitam / cubism4nerds / jasnlcas / mroth7684 / corvette77 / speakeasy1982 / Laughingman8 / Nachtwind / cubism4nerds / noname456 / Deadlock94 / Jross81 / mrbruceb

Anyone going forward with new issues will go on the list for 4/10.  We are working on ALL issues even if you have been waiting longer then others.  Thanks for your patience.  

[xqr]

Unresolved issue from April 2nd:

Mtgox coupon -> bitinstant -> btc wallet

Order ID   3d08445a-1256-4a68-8086-da4cc88215a5
Quote ID   51683040-6c7d-4bf9-a76e-e33f6f01a5fa
Event ID   f8a4a878-c629-4043-916e-09d267ea359a

Wed Apr 3 03:11:51 2013   e864a727-6e10-4c38-8d77-91cfd39270b7   Quote for new transaction
Wed Apr 3 03:12:04 2013   f8a4a878-c629-4043-916e-09d267ea359a   New Order
Wed Apr 3 03:13:14 2013   619d091e-8bbc-4e6f-919f-fa2d764d3fad   Gox coupon deposited at BitInstant account
Wed Apr 3 03:13:15 2013   7e5d5ae7-5539-496f-856f-f01382e64562   MTGox Order Loading
Wed Apr 3 06:03:15 2013   d94c6095-d905-4f49-bac7-e95f870d1115   Coinapult Order Loading

Order was never delivered/fulfilled despite multiple messages from URSAY saying issue was escalated.

Image of PMs received on 4/3: https://bitcointalk.org/index.php?topic=128314.msg1783510#msg1783510

[URSAY]

4/9 SUPPORT LIST CLOSED.  Moving on to 4/10 support list.

Final 4/9 list will be posted shortly.  Thanks. 

I don't understand. what do these lists mean? have you completed all the transactions from 4/9 or have you just made a list of those people from 4/9? When will the 4/6 list be resolved?

We are working on all issues open from ANY date.  Thanks!