Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Yesterday I placed 3 orders on bitinstant and two of them were delivered but the first one i had placed (chronologically) hasn't come.
I filled out the support form also, and the e-mail said that i should expect my funds within 12 hours which has not been the case, and that after 24 hours (which is rapildy approaching) that my order will be escalated.

Quote ID: f5728afc-4a31-4ecf-b079-9641cdf1e51e
Event ID: 5c0c7543-09c0-4c5b-a384-aa7c51e561af

Any help would be greatly appreciated

All support requests now go thru...

bitinstant.com/contact

Thanks!  

[ormrotter]

Are any of you useless customer service people going to address the fact that 450$ of my f$*%ing money is gone due to negligence in your services. If your service would've worked I wouldn't have had to go here for support in the first place. Why in the HELL does that email you guys sent me say SOMETHING for christ's sake, SOMETHING!! about there being a code to all the $$ being in there. No you guys nonchalantly just throw it in two spaces below the information YOU requested, now I'm out 450$ and you guys can't say ANYTHING to me? Nothing at all? I've spent way too much $$ with you guys for this shit. With customer service like this, your company will crumble.

Respond to me or I'll do whatever I've got to do to make this whole ordeal just a little bit harder for you guys.
WTF is going on with my $$?

[URSAY]

If I logged your issue and I don't have your email address then I NEED it.  Send it to me!!!

If you already sent your email then I probably have already.  No need to resend!  Thanks guys!  

URSAY,

Just received a confirmation email but it said was sent to an bitcoin address that is not mine.

Do you have any idea who the address belongs to or why it was sent to this address?

No. But I used bitinstant through blockchain.info to deposit directly into my account. No need to enter my bitcoin address for this order.

Do you know if blockchain.info will transfer to my account later?

I only have your zipzap acct. #.  An order ID # or quote ID # would be very helpful!  

Quote ID   f2df2734-36f6-4f70-9a86-ed4a4b30f52f
Event ID   8dda5778-6c55-42b2-b77f-356111208dfd
Fees (inclusive)   3.99%%
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   Bitcoin Address
Destination account   1DoYrZsMsKgQNeNuYQeHUvXYJwaYjUP74V

But the correct bitcoin address is 159f2uMV5SJT1muunbdrfG1nNrikDXVkvq

BitInstant does not auto fill ANY Bitcoin addresses so I don't know where that incorrect address came from.  I do see however that no coins were yet deposited to that address.  It is possible that Blockchain will deposit into that wrong address and then it will go to your correct address.  I do not know their processes.  GOX is likely also effecting your order today.  I would wait a day and then if your issue does not clear up you need to contact support at blockchain.info

Good Luck!  

URSAY,

I followed the instructions on the site and they say it is bitinstant to contact in case of problems.

https://blockchain.info/pt/wallet/deposit-cash

I've spoken to a CS rep with a lot of knowledge regarding these types of situations and I've told you many times that you need to speak with blockchain.info support.  Have you tried to do this?

[Singlebyte]

Another day almost over and I have not seen/heard anything from bitinstant.com.  Could someone see if they can look into my support ticket.

Thanks

[URSAY]

Are any of you useless customer service people going to address the fact that 450$ of my f$*%ing money is gone due to negligence in your services. If your service would've worked I wouldn't have had to go here for support in the first place. Why in the HELL does that email you guys sent me say SOMETHING for christ's sake, SOMETHING!! about there being a code to all the $$ being in there. No you guys nonchalantly just throw it in two spaces below the information YOU requested, now I'm out 450$ and you guys can't say ANYTHING to me? Nothing at all? I've spent way too much $$ with you guys for this shit. With customer service like this, your company will crumble.

Respond to me or I'll do whatever I've got to do to make this whole ordeal just a little bit harder for you guys.
WTF is going on with my $$?

Sorry for your experience!

You can log a support request at bitinstant.com/contact

[DM334]

I was recently told that BitInstant uses MtGox's price to sell coins, and that you get the coins at the same price they were when you made your deposit. This is unacceptable as MtGox is frozen at twice the price of the exchange I addressed my deposit to and it has been FIVE hours since I made the deposit. I could have easily made profit by riding the dips on the other exchange, but apparently I will come into the market already having lost 50% of my investment.

Are these things true, and if so, what do you plan to make it right?

Execution prices depend on the type of service you used and multiple other current market factors.  If you have further questions or would like to open a ticket check out bitinstant.com/contact

Thanks! 

I came here because I do not plan on sending another ticket and having myself re-queued. I don't really appreciate the non-answer, or your use of a smilie when talking about my predicament. I think it's pretty easy to see that my next questions will have to be more straightforward, so here goes:

Are you going to charge me $120 for BTCs that are now worth $60-$70?

I used Moneygram through ZipZap and yourself to send BTCs to an address for an exchange I am a member of. What are the implications of these "services" and the "current market conditions" relating to my deposit?

I'm sorry but I have no previous issues logges with you.  All support issues not go thru btinstant.com/contact

Often times the issues that you might think are "simple" are not that simple.  Thanks for your understanding! 

I'm quite sure you have a ticket with me.

OrderID: 3105411e-7cf2-48f7-89e8-daea642f270a
EventID: 371eca74-a6f6-4e5c-b5e3-ba27dc46e137
DestAccount: 17c6wZgwj25wDGgTehy8nEQYcFeYkkvhwN
QuoteID: 2dff9991-bb33-4456-983b-e6de3c478f6e
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365695299.96
APIResponse: {'Transaction_id': u'5166dac63fa78d0832121de4'}
FundsSent: $355.237 USD

I would appreciate it if you stopped treating me like a child and gave me honest, straightforward answers. Simplicity is not a requirement.

[guppywily]

URSAY I just want to make sure you've got all the info you need from me. I'm on the 4/11 list.

My email I used to order is  jimrussles@hushmail.com

The bitcoin address where my coins go is 13CgzzbM6cmrPFbQuTC1F4sg75Pifk4RPU    

I never got an Order ID because my transaction didn't get that far.  In the event log, I'm stuck at "Mt Gox Order Loading"

Here's my bitinstant order page.

Order receipt

Quote ID   fdf90bef-086a-42b5-9df5-75d2348ae5ab
Event ID   a587130e-076f-4afa-8d83-7ad5aa57b85b
Fees (inclusive)   3.99%%
Amount you paid   $175.0 USD
Amount you will receive   $168.0175 USD
Destination exchange   Bitcoin Address
Destination account   13CgzzbM6cmrPFbQuTC1F4sg75Pifk4RPU
Order event log

Timestamp   Event ID   Event type
Wed Apr 10 20:16:44 2013   a587130e-076f-4afa-8d83-7ad5aa57b85b   Quote for new transaction
Wed Apr 10 21:03:25 2013   0e005f4f-3ee7-4dcb-b79b-b0cf1dacd3a5   New Order
Wed Apr 10 21:04:37 2013   546d4b2b-e37a-4c6e-b341-e6f6e6c2d39f   Coinapult Order Loading
Wed Apr 10 21:19:41 2013   f0c80d72-6fd1-4a6b-8e09-e9b78bd3d0e8   MTGox Order Loading

Is my order one that might benefit from being manually pushed through like these others?

I'd really love to get my coins at the crash price, that was the whole reason I ordered when I did.  I will lose too much money if I get them at the pre-crash price.

You issue was escalated because it is different then some of these manual push throughs. 

That's just fantastic :/

Any idea how the price is going to be determined? Bitstamp is at ~$60 a coin right now and it would be ridiculous to get forced into paying yesterday's prices after having to wait so long.

At least you guys could give me a lower price. I don't expect to get them at $60, but surely not $160 or whatever.

Is there any more information you can give me about my issue and why it had to be escalated? At this point I'm open to the idea of a refund if the purchase price of the coins is too high.

And please don't tell me to submit anything at /contact because I already have and I can no longer use my quote ID.

[URSAY]

Another day almost over and I have not seen/heard anything from bitinstant.com.  Could someone see if they can look into my support ticket.

Thanks

Your first issue was resolved.  Your second issue will take a bit more time.  Please be patient.  Thanks!  

[WoodGoat]

Yesterday I placed 3 orders on bitinstant and two of them were delivered but the first one i had placed (chronologically) hasn't come.
I filled out the support form also, and the e-mail said that i should expect my funds within 12 hours which has not been the case, and that after 24 hours (which is rapildy approaching) that my order will be escalated.

Quote ID: f5728afc-4a31-4ecf-b079-9641cdf1e51e
Event ID: 5c0c7543-09c0-4c5b-a384-aa7c51e561af

Any help would be greatly appreciated

All support requests now go thru...

bitinstant.com/contact

Thanks!  

That is the point though, I did that, and the email I received in response stated that I should have my funds within 12 hours, and that escalation would occur after 24. The e-mail instructed me not to do it more than the one time I did otherwise I could lose my position in Queue. Currently the only other ways I know to get in contact with you guys is here or via the telephone number but I am unsure of whether this qualifies as an "emergency" yet.

[nonames456]

URSAY,

I have made a order through blockchain.info 4 days ago and don't received any quote ID or order ID. Could you help with this?

My ZipZap acct # is 929681716

Resent your order thru manually.  You may see some results soon.  Thanks! 

URSAY, is there any chance you could try to push mine? I'm on the 4/9 list

Just resent manually.  Also tried this yesterday.  You issue may have to be resolved in another way but we will continue working to find out. 

Hey URSAY just an update, I don't see any activity on blockchain.info on the bitcoin address that I requested the funds sent to. at this point I will take a MtGOX code, dwolla transfer whatever. Thanks for the manual push though. Thanks

[Singlebyte]

Ok... Will be a little more patient.  But it has been 4 days now.

Thanks

[URSAY]

Are any of you useless customer service people going to address the fact that 450$ of my f$*%ing money is gone due to negligence in your services. If your service would've worked I wouldn't have had to go here for support in the first place. Why in the HELL does that email you guys sent me say SOMETHING for christ's sake, SOMETHING!! about there being a code to all the $$ being in there. No you guys nonchalantly just throw it in two spaces below the information YOU requested, now I'm out 450$ and you guys can't say ANYTHING to me? Nothing at all? I've spent way too much $$ with you guys for this shit. With customer service like this, your company will crumble.

??



OrderID: bea9620e-f1e3-45ed-9dca-9548dc07a29a
EventID: e6d8e6af-f43b-442b-a11b-8e51d007a5ff
DestAccount: M24372891X
QuoteID: 7a23c122-becc-499b-934b-23e0a3bbd581
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365197050.8
APIResponse: MTGOX-USD-WJ4PA-483H3-C6RM7-9723D<--------- Don't worry it's already been stolen due to negligence on behalf of this piece of sh"t company we are dealing with here
FundsSent: $422.444 USD

Once again...

Contact support at...

bitinstant.com/contact

[guppywily]

I was recently told that BitInstant uses MtGox's price to sell coins, and that you get the coins at the same price they were when you made your deposit. This is unacceptable as MtGox is frozen at twice the price of the exchange I addressed my deposit to and it has been FIVE hours since I made the deposit. I could have easily made profit by riding the dips on the other exchange, but apparently I will come into the market already having lost 50% of my investment.

Are these things true, and if so, what do you plan to make it right?

Execution prices depend on the type of service you used and multiple other current market factors.  If you have further questions or would like to open a ticket check out bitinstant.com/contact

Thanks! 

I came here because I do not plan on sending another ticket and having myself re-queued. I don't really appreciate the non-answer, or your use of a smilie when talking about my predicament. I think it's pretty easy to see that my next questions will have to be more straightforward, so here goes:

Are you going to charge me $120 for BTCs that are now worth $60-$70?

I used Moneygram through ZipZap and yourself to send BTCs to an address for an exchange I am a member of. What are the implications of these "services" and the "current market conditions" relating to my deposit?

I'm sorry but I have no previous issues logges with you.  All support issues not go thru btinstant.com/contact

Often times the issues that you might think are "simple" are not that simple.  Thanks for your understanding! 

You do however, have a logged issue with me. 

I also sent a Moneygram through ZipZap in an attempt to fund a btc address. My question is the same as DM334.

Am I going to pay >$120 for a bitcoin that is now worth $60-$80?

And let me reiterate, I've already submitted my issue at bitinstant.com/contact. It won't let me do it again.

How about you give me a straight answer instead of the runaround like everybody else?

[spiritglove]

I have 2 transactions that were placed at Blockchain.info and processed by Bitinstant. I have been patiently waiting for Clair of ZipZap (ZipZap Ticket # 3408) to give me the Merchant ID Number for these to payments to bit instant, she has not yet provided that information. ZipZap has suggested that I contact Bitinstant.
 The following is the Account information  I received during the transaction:
 The 1st. is:

Amount to Pay: $503.95
Receive Code: 9611
Account Number: 543931851

and the second is :

Amount to Pay: $128.95
Receive Code: 9611
Account Number: 649149804

 I need the Merchant Order ID number
 I have not received these funds. I do have another transaction pending resolve on the 4/10 list.
 These two transactions are completely different issues.
 Email billhill24@yahoo.com

 I finally got a email from ZipZap my 2 missing Merchant  Order ID Numbers are as Follows:



Your request (#3408) has been updated.

Claire Roberts (ZipZap)

Apr 11 13:39 (PDT)

Here goes:

Amount to Pay: $503.95
Receive Code: 9611
Account Number: 543931851
Merchant order ID
184b1fc3-5408-4892-85f1-19d7bfeecd7e

Amount to Pay: $128.95
Receive Code: 9611
Account Number: 649149804
Merchant order ID
815b80bb-a167-4274-a6a7-cc024000ae65

Reply to this email or click the link below:
http://support.zipzapinc.com/tickets/3408
This email is a service from ZipZap. Delivered by Zendesk.
Message-Id:TK6NC0XN_51671f896c454_491

[Singlebyte]

Ok... Will be a little more patient.  But it has been 4 days now since the original failed transaction.  2nd support ticket was open 4/9. 

Thanks

[Singlebyte]

Another day almost over and I have not seen/heard anything from bitinstant.com.  Could someone see if they can look into my support ticket.

Thanks

Your first issue was resolved.  Your second issue will take a bit more time.  Please be patient.  Thanks!  

Ok... Will be a little more patient.  But it has been 4 days now since the original failed transaction.  2nd support ticket was open 4/9. 

Thanks

[WoodGoat]

Yesterday I placed 3 orders on bitinstant and two of them were delivered but the first one i had placed (chronologically) hasn't come.
I filled out the support form also, and the e-mail said that i should expect my funds within 12 hours which has not been the case, and that after 24 hours (which is rapildy approaching) that my order will be escalated.

Quote ID: f5728afc-4a31-4ecf-b079-9641cdf1e51e
Event ID: 5c0c7543-09c0-4c5b-a384-aa7c51e561af

Any help would be greatly appreciated

All support requests now go thru...

bitinstant.com/contact

Thanks!  

That is the point though, I did that, and the email I received in response stated that I should have my funds within 12 hours, and that escalation would occur after 24. The e-mail instructed me not to do it more than the one time I did otherwise I could lose my position in Queue. Currently the only other ways I know to get in contact with you guys is here or via the telephone number but I am unsure of whether this qualifies as an "emergency" yet.

[guppywily]

I was recently told that BitInstant uses MtGox's price to sell coins, and that you get the coins at the same price they were when you made your deposit. This is unacceptable as MtGox is frozen at twice the price of the exchange I addressed my deposit to and it has been FIVE hours since I made the deposit. I could have easily made profit by riding the dips on the other exchange, but apparently I will come into the market already having lost 50% of my investment.

Are these things true, and if so, what do you plan to make it right?

Execution prices depend on the type of service you used and multiple other current market factors.  If you have further questions or would like to open a ticket check out bitinstant.com/contact

Thanks! 

I came here because I do not plan on sending another ticket and having myself re-queued. I don't really appreciate the non-answer, or your use of a smilie when talking about my predicament. I think it's pretty easy to see that my next questions will have to be more straightforward, so here goes:

Are you going to charge me $120 for BTCs that are now worth $60-$70?

I used Moneygram through ZipZap and yourself to send BTCs to an address for an exchange I am a member of. What are the implications of these "services" and the "current market conditions" relating to my deposit?

I'm sorry but I have no previous issues logges with you.  All support issues not go thru btinstant.com/contact

Often times the issues that you might think are "simple" are not that simple.  Thanks for your understanding! 

You do however, have a logged issue with me. 

I also sent a Moneygram through ZipZap in an attempt to fund a btc address. My question is the same as DM334.

Am I going to pay >$120 for a bitcoin that is now worth $60-$80?

And let me reiterate, I've already submitted my issue at bitinstant.com/contact. It won't let me do it again.

How about you give me a straight answer instead of the runaround like everybody else?

[nonames456]

URSAY,

I have made a order through blockchain.info 4 days ago and don't received any quote ID or order ID. Could you help with this?

My ZipZap acct # is 929681716

Resent your order thru manually.  You may see some results soon.  Thanks! 

URSAY, is there any chance you could try to push mine? I'm on the 4/9 list

Just resent manually.  Also tried this yesterday.  You issue may have to be resolved in another way but we will continue working to find out. 

Hey URSAY just an update, I don't see any activity on blockchain.info on the bitcoin address that I requested the funds sent to. at this point I will take a MtGOX code, dwolla transfer whatever. Thanks for the manual push though. Thanks

[URSAY]

I was recently told that BitInstant uses MtGox's price to sell coins, and that you get the coins at the same price they were when you made your deposit. This is unacceptable as MtGox is frozen at twice the price of the exchange I addressed my deposit to and it has been FIVE hours since I made the deposit. I could have easily made profit by riding the dips on the other exchange, but apparently I will come into the market already having lost 50% of my investment.

Are these things true, and if so, what do you plan to make it right?

Execution prices depend on the type of service you used and multiple other current market factors.  If you have further questions or would like to open a ticket check out bitinstant.com/contact

Thanks! 

I came here because I do not plan on sending another ticket and having myself re-queued. I don't really appreciate the non-answer, or your use of a smilie when talking about my predicament. I think it's pretty easy to see that my next questions will have to be more straightforward, so here goes:

Are you going to charge me $120 for BTCs that are now worth $60-$70?

I used Moneygram through ZipZap and yourself to send BTCs to an address for an exchange I am a member of. What are the implications of these "services" and the "current market conditions" relating to my deposit?

I'm sorry but I have no previous issues logges with you.  All support issues not go thru btinstant.com/contact

Often times the issues that you might think are "simple" are not that simple.  Thanks for your understanding! 

I'm quite sure you have a ticket with me.

OrderID: 3105411e-7cf2-48f7-89e8-daea642f270a
EventID: 371eca74-a6f6-4e5c-b5e3-ba27dc46e137
DestAccount: 17c6wZgwj25wDGgTehy8nEQYcFeYkkvhwN
QuoteID: 2dff9991-bb33-4456-983b-e6de3c478f6e
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365695299.96
APIResponse: {'Transaction_id': u'5166dac63fa78d0832121de4'}
FundsSent: $355.237 USD

I would appreciate it if you stopped treating me like a child and gave me honest, straightforward answers. Simplicity is not a requirement.

I'm sorry but you are not in any of my support lists.  I have given you a support option.