Official Newbie BitInstant Support Thread (Active Customer Support)

[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 on any of my support lists so you will have to log your issue at...

bitinstant.com/contact

You're not going to get me to re-queue myself. I know how these things work, and I refuse to put up with this.

https://i.imgur.com/gA8K9hd.png

Check the email or do whatever you else is necessary, but give me support.

Also, are you trying to say that I don't have an issue logged, meaning it was deleted? I obviously logged an issue.

I used to log issues here on the forums and then add them to our support system.  I am no longer doing that.  If I personally have not logged your issue in the past then you will need to log your issue with bitinstant.com/contact

how do we know if we are in the system?

You would know because you went to bitinstant.com/contact and submitted your issue.  This sends a response which confirms your support request.

Like the one I POSTED A PICTURE OF?

Yes!  Great job!  Your issue has now been escalated to support! 

[1714669542]

1714669542

[1714669542]

1714669542

[1714669542]

1714669542

[URSAY]

are we supposed to receive a response when we submit to a ticket bitinstant.com/support

You mean bitinstant.com/contact   ?

[FYourself]

are we supposed to receive a response when we submit to a ticket bitinstant.com/support

You mean bitinstant.com/contact   ?

Yes I do. Idk why i wrote support, mean contact

[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

Here is a great example of Bias:

My problem was on April 4th and I have had absolutely no real solution in all that time!!

I go online earlier this afternoon and ask for an update and I get not even a response!!!

Order ID    2fd5ca49-dfce-4810-93a9-ea9a6e2e6b9e
Quote ID    cef3aeef-dae7-4ec3-87d6-7ff5d9ed4ab9
Event ID    a88d7f2a-f405-49b5-bb9e-37d1d35d946a

Where is the justice??

You are mixing up two different people's support tickets.  Blue is NOT me.

Thanks

[URSAY]

are we supposed to receive a response when we submit to a ticket bitinstant.com/support

You mean bitinstant.com/contact   ?

Yes I do. Idk why i wrote support, mean contact

Yes, you should receive an automated response which shows your support issue has been logged.

HOWEVER...this may of only been the case for the last day or 2.  The confirmation email was not being sent just a few short days ago.  It doesn't mean your issue wasn't logged.  It just means that our systems weren't notifying users a few days ago when their tickets were successfully opened.

If your unsure you can always try to log your issue again there.  I believe if you already have your issue opened and you try to open a dupe issue the system will not allow it. 

[yurileite]

Deposited more than 72 hours, I have not received the money in the account MtGox, zipzap confirmed yesterday that sent me to you confirming my payment, so why delay? What I expected to receive this money? Because it is something urgent.

quotid: dba70a8c-ac7f-4879-8a46-971544400265

[URSAY]

Deposited more than 72 hours, I have not received the money in the account MtGox, zipzap confirmed yesterday that sent me to you confirming my payment, so why delay? What I expected to receive this money? Because it is something urgent.

quotid: dba70a8c-ac7f-4879-8a46-971544400265

Please log your support request at...

bitinstant.com/contact

[Nachtwind]

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 on any of my support lists so you will have to log your issue at...

bitinstant.com/contact

You're not going to get me to re-queue myself. I know how these things work, and I refuse to put up with this.

https://i.imgur.com/gA8K9hd.png

Check the email or do whatever you else is necessary, but give me support.

Also, are you trying to say that I don't have an issue logged, meaning it was deleted? I obviously logged an issue.

I used to log issues here on the forums and then add them to our support system.  I am no longer doing that.  If I personally have not logged your issue in the past then you will need to log your issue with bitinstant.com/contact

how do we know if we are in the system?

You would know because you went to bitinstant.com/contact and submitted your issue.  This sends a response which confirms your support request.

So i have to submit my case now for the third time? wonderful

[tionil]

I haven't been contacted after submitting my problem to bitinstant.com/contact today.

this means that it was not logged and I need to do it again?

[Paleus]

BitInstant is not giving me the option for an online bank transfer to my VirtualEx account.  I live in Canada and use CIBC.

[Zeus7777]

I'm trying to figure out if I can use bitinstant for an exchange other than Mt. Gox.  Is that possible?  I only see Mt. Gox in the dropdown, but I know there are other ways to get bitcoins.  All I know is that Mt. Gox is having a lot of issues right now so I don't want to go that way.

[mwp]

Deposited more than 72 hours, I have not received the money in the account MtGox, zipzap confirmed yesterday that sent me to you confirming my payment, so why delay? What I expected to receive this money? Because it is something urgent.

quotid: dba70a8c-ac7f-4879-8a46-971544400265

Please log your support request at...

bitinstant.com/contact

Hi URSAY,

I logged my issue on the site (bitinstant.com/contact) this morning per your instruction, but I never received any acknowledgment email. I obviously don't want to re-log it, as that will potentially restart the procedure, so what can be done? Should I email Charlie or Ira directly to find out? I don't want to hassle anyone unnecessarily, but I don't want to slip through the cracks either. Just in case, here is my info again:

Zipzap Acct: 520103516
OrderID   1196a228-be1c-46fe-92b6-d4556bf7e95d
QuoteID   de82862f-fb47-424d-b096-ce32e46558c1

Thank you

[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 on any of my support lists so you will have to log your issue at...

bitinstant.com/contact

You're not going to get me to re-queue myself. I know how these things work, and I refuse to put up with this.

https://i.imgur.com/gA8K9hd.png

Check the email or do whatever you else is necessary, but give me support.

Also, are you trying to say that I don't have an issue logged, meaning it was deleted? I obviously logged an issue.

I used to log issues here on the forums and then add them to our support system.  I am no longer doing that.  If I personally have not logged your issue in the past then you will need to log your issue with bitinstant.com/contact

how do we know if we are in the system?

You would know because you went to bitinstant.com/contact and submitted your issue.  This sends a response which confirms your support request.

So i have to submit my case now for the third time? wonderful

If you had been reading my posts you'd know that you do not have to open another ticket if you are already on one of my dated lists. 

[URSAY]

I haven't been contacted after submitting my problem to bitinstant.com/contact today.

this means that it was not logged and I need to do it again?

Check your spam for any emails.

You can always try again and the system will tell you if the issue is a dupe.

Let me know if you still have issues! 

[yurileite]

Ursay,
 I already got in touch the first time, so they sent an email saying that if he had spent 24 hours would become urgent, but it's been over 72 hours and nothing. And as I contacted 1 time now, it appears that I can not go back ... You would not be able to solve? I send thee what is necessary .
 Thanks, Yuri L.

[Nachtwind]

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 on any of my support lists so you will have to log your issue at...

bitinstant.com/contact

You're not going to get me to re-queue myself. I know how these things work, and I refuse to put up with this.

https://i.imgur.com/gA8K9hd.png

Check the email or do whatever you else is necessary, but give me support.

Also, are you trying to say that I don't have an issue logged, meaning it was deleted? I obviously logged an issue.

I used to log issues here on the forums and then add them to our support system.  I am no longer doing that.  If I personally have not logged your issue in the past then you will need to log your issue with bitinstant.com/contact

how do we know if we are in the system?

You would know because you went to bitinstant.com/contact and submitted your issue.  This sends a response which confirms your support request.

So i have to submit my case now for the third time? wonderful

If you had been reading my posts you'd know that you do not have to open another ticket if you are already on one of my dated lists. 

Yeah, like reading through two days worth of posts and answers like "Read my signature" was any help.
Sorry, but even as a patient guy i feel more and more pissed here since i dont understand what takes so long to resolve an issue that simple. Bitinstant should have gotten my money almost three days ago via a MtGox code, my paypal address is known - so how hard can it be to enter a few numbers and press send? Furthermore its a shame that Bitinstant keeps the fees even for transactions that went wrong like this.. for fairness sake such transactions should be handled without withholding fee.. but that is asking for too much i suppose..
Meanwhile i started the following post https://bitcointalk.org/index.php?topic=173954.msg1809885#msg1809885 which i will keep there until my matter is resolved.

[DontCallMeShirley]

I'm trying to figure out if I can use bitinstant for an exchange other than Mt. Gox.  Is that possible?  I only see Mt. Gox in the dropdown, but I know there are other ways to get bitcoins.  All I know is that Mt. Gox is having a lot of issues right now so I don't want to go that way.

Well, I think they have removed some/most of the pay to options recently. I don't know why.  Which is what I came here to ask.

[tionil]

I haven't been contacted after submitting my problem to bitinstant.com/contact today.

this means that it was not logged and I need to do it again?

Check your spam for any emails.

You can always try again and the system will tell you if the issue is a dupe.

Let me know if you still have issues! 

Thanks for reply,

In fact he says it was already submitted but I verified and no email was received.

[man]

I want to know what has been done to correct your mistake, made on April 4th where BitInstant received my MtGox coupon and rather than finishing the transaction.....they just kept my funds?

I have open requests with you and the last I heard from you was a PM where you said you will look into it.

Why are you ignoring my requests, while answering everyone else's posts....that have not been waiting as long as I have?

Do you consider this to be professional conduct? 

Order ID    2fd5ca49-dfce-4810-93a9-ea9a6e2e6b9e
Quote ID    cef3aeef-dae7-4ec3-87d6-7ff5d9ed4ab9

 

[jasnlcas]

URSAY 
I asked yesterday if you received my PM.  I have no received any response on here, or PM, or e-mail.

I am on the 4/8 & 4/9 list.
but you asked every one to PM you with info and email address.

i am patient but curious