Official Newbie BitInstant Support Thread (Active Customer Support)

[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

 

EVERYONE PLEASE TAKE NOTE!  BITINSTANT IS A FRAUD!!

HERE IS THE PM I RECEIVED YESTERDAY FROM URSAY....PROMISING TO "LOOK INTO" MY SITUATION:

Re: You kept my money
« Sent to: man on: April 10, 2013, 05:55:31 PM »
« You have forwarded or responded to this message. »
   Reply with quoteQuote ReplyReply Remove this messageDelete
Quote from: man on April 10, 2013, 05:39:05 PM
This looks like the original MtGox code that you guys deposited into your account!!

The event log proves this!!!

If I try to plug this back into MtGox....they say that it has been used!!!

Again I say......Why would you ask this?Huh

Obviously it was used by BitInstant on:

 Thu Apr 4 23:32:25 2013   6a415bd6-f0c3-4e9f-a99f-95099e95b83f   Gox coupon deposited at BitInstant account

As per BitInstant Event Log!

Now that you've provided the info I asked for we can look into your issue.  Thanks.

NOW....I have been posting and PM'ing Ursay all day and he refuses to respond........

I mean.....support means keeping me in the loop.....no?  Why the lockout??

[1714621950]

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[steelmythos]

Hi,

I have another problem some of the information that bitinstant\contact wants is not on my payment slip?

Quote ID:
Event ID:

[speakeasy1982]

I just received an auto generated email from Bitinstant support about 5 hrs after submitting my ticket to bitinstant.com/contact.

The weird thing is that the time stamp is from when I originally put in my ticket. Just seems like they may have a backlog of emails going out or something that causes a delay. It didnt go to my spam folder was right in my inbox.

Hopefully being on the 4/9 support list, and then this will help my order go thru.
Unless URSAY wants to do it manually now? *Pretty please*

Quote ID    5a8aab4c-f90f-4d36-b267-0c18ee269f07
Event ID    60c7ba18-3c49-4682-9759-ae861509b9cf
ZipZap#677107476
MtGox#M51156802X

[nonames456]

URSAY

Keep your chin up man, i know your job right now is crazy busy. I do appreciate your manual pushes but it looks like they have not been successful. The address I had my coins going to still has no transactions according to blockchain.info. I think it is time to put the next step into action.

best wishes to you and hope all this gets straightened out soon.

[nate187]

So I had a transfer that went to the wrong account.  You would think that's not a big deal, I'm probably not the first or last to have that happen.

I opened a ticket with MtGox and BitInstant on the same day. MtGox replies quickly to every email I send. They basically say that the funds were frozen but it will require action from BitInstant to get them rerouted to the correct account.

BitInstant on the other hand.... no so much. I've only seen one email from them and it was 2 weeks ago since they replied to my initial email. I've sent several emails asking whats going on, but they never reply.

Is this no-response behavior typical of their customer service?

[lifted1]

Um.. I figured I'd add to the list of missing deposits. Deposit made on march 28. Several emails and support queries later, I found this site/thread. I hadn't realized there were soooo many issues. I would like to get my $400 back, so here's my info, for what it's worth.

OrderID: 412773bf-8dc9-4316-99be-317fe346947e

EventID: 533b516c-5f6c-47de-8064-27e10ebd8e32

QuoteID: 2576aab2-2f9e-4897-9b72-daa1a69f62fc


Please Charlie, it's been 2 weeks. $400 is a lot of money for me right now. I placed my order when btc was $85, ahead of what I knew was an imminent rise in value. I don't need to tell you how disappointed that makes me. Either way, I'd just really like to recover my money. I realize I'm on a list, but so long as I'm actually on a list of people getting their money back, I will remain patient. Thanks a lot.

[nate187]

Please Charlie, it's been 2 weeks. $400 is a lot of money for me right now. I placed my order when btc was $85, ahead of what I knew was an imminent rise in value. I don't need to tell you how disappointed that makes me. Either way, I'd just really like to recover my money. I realize I'm on a list, but so long as I'm actually on a list of people getting their money back, I will remain patient. Thanks a lot.

Yeah, My problem happened on March 27. After seeing all reports on bitinstant issues I guess we shouldn't hold our breath.

[justtired]

People I highly suggest you think twice about using bitinstant again. Then think again. It's all very nice that some of you are getting your issues resolved, but eventually the gig will be up and they will burn all of you. I have been waiting since November for my issue to be resolved. I suspect that I will never see that money. It's not enough to go to court over, though I have spent a lot of time and energy trying to get it fixed. You might get this issue fixed (complain on reddit, that seems to be working for many) but the next time may be the time they chose to take your money. I am not the only one that has been waiting for a long time, that has been subject of Charlies lies and scams. Stupidly I didn't do enough research and didn't pay attention to the negatives bit"instant" was getting. Do not be stupid like me, do not use bit"instant" again. They will scam you eventually. Each and everyone of you that continues to use their "service" will get burned.

Seems rather counter productive that you'd rather just complain then open a ticket with me so I can help resolve your issue.  But that is your choice! 

You ask Mr. Charlie to open a ticket. He knows damn well about me and the issue. I've already spent plenty of time and energy trying to get this resolved. 6 months now. I still have the emails from both the above mentioned stating that my issue would be resolved, that "they were working on it". From December 12! The only productivty I'm trying to get out of thus is to warn people off. I'm not blaming you, you haven't lied to me yet. But the company you work for is a scam.

[Dâniel Fraga]

Now Bitinstant only will pay to Mtgox (they removed all other options including bitcoin address). Why remove the option to send bitcoin to a specific bitcoin address? What's the advantage? I have a order waiting to process, waiting for bitcoins to go to my wallet... Does it mean it will not be more possible?

https://www.bitinstant.com/order_status/17784607-c89b-47ed-9042-ea84ec208f00

[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.

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! 

So do I now get an answer to my questions?

How much am I going to be charged per BTC considering MtGox's freeze and the resulting crash?

When can I expect this to go through?

Are you guys even going to APOLOGIZE for making me miss out on profits today?

[justtired]

So I had a transfer that went to the wrong account.  You would think that's not a big deal, I'm probably not the first or last to have that happen.

I opened a ticket with MtGox and BitInstant on the same day. MtGox replies quickly to every email I send. They basically say that the funds were frozen but it will require action from BitInstant to get them rerouted to the correct account.

BitInstant on the other hand.... no so much. I've only seen one email from them and it was 2 weeks ago since they replied to my initial email. I've sent several emails asking whats going on, but they never reply.

Is this no-response behavior typical of their customer service?

Yes. The exact same thing happened to me in November. Say good bye to your money now. Do not use Bitinstant again.

[justtired]

I too had a deposit that went to the wrong Mt Gox account, in November. I actuly got Rachel and Charlie to respond to my emails for a few weeks. Mt. Gox has always been responsive at least.  My funds were frozen, they were going to fix it, blah blah blah. Computer issues, then someone in Japan was deathly ill. Then....nothing. I'm telling you, they;re going to steal your money. Do not use bit instant again!

[chip1]

Why does your site require me to pick a location to deposit and it lists all these weird bodega shops and ez cash places....I want to deposit at a Wells Fargo like I use to to a btc addy....having so much difficulty very strange please any info would help me.

[nate187]

I too had a deposit that went to the wrong Mt Gox account, in November. I actuly got Rachel and Charlie to respond to my emails for a few weeks. Mt. Gox has always been responsive at least.  My funds were frozen, they were going to fix it, blah blah blah. Computer issues, then someone in Japan was deathly ill. Then....nothing. I'm telling you, they;re going to steal your money. Do not use bit instant again!

I was afraid of that.

[Cardona916]

Moneygramed to zipzap to bitinstant purchase never made it to Mt Gox. I maxed the purchase at $500 and it has been in limbo for over a week with no responses to my emails. OrderID: 7f3d1931-c206-4c33-af06-0985c0a506f1 QuoteID: 2f15e57f-6aeb-4c56-b9fa-c63b52b21529

I received an email reply instantly sayng the order has been executed, why?  Here it is:

"Hey there,

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


We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order


OrderID: 7f3d1931-c206-4c33-af06-0985c0a506f1
EventID: a064898d-c7e0-48de-bc62-9679d13631fd
DestAccount: M32344963X
QuoteID: 2f15e57f-6aeb-4c56-b9fa-c63b52b21529
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1365003878.91
APIResponse: MTGOX-USD-BA822-KGD32-ZLP94-D65A3
FundsSent: $480.05 USD"

[Dâniel Fraga]

Is there someone here that purchased bitcoins from Bitinstant on April/9 and still didn't received the bitcoins?

[Chrispy]

I have not received my BTC after 5 hours. I noticed a lot of people are having problems with bitinstant. I tried to fill out the contact form on your site but since I went though zipzap I never received a quote ID. I made a cash deposit of $68.95 (includes zipzap fee) to moneygram -> Zipzap (confirmed payment went through) -> Bitinstant -> Blockchain my wallet (Still haven't received the coins, The website is called https://blockchain.info/wallet/). All the info I have is from zipzap: Amount to Pay: $68.95 Account Number: 980134076. I went back to blockchain wallet and noticed that I get an error -Invalid Exchange- when I try to make a new cash deposit through bitinstant on the blockchain.info/wallet website. Bitinstant has never failed me in the past and I have used it multiple times before hand. I really hope someone could help me out. Thanks!

[nonames456]

Is there someone here that purchased bitcoins from Bitinstant on April/9 and still didn't received the bitcoins?

My transaction was for cash>money gram>zipzap>bitinstant>bitcoin wallet. This was on 4/7 so far no coins and no transactions on the block chain. URSAY Is working on it though. Try not to give him a hard time he is swamped

[Dâniel Fraga]

I have not received my BTC after 5 hours. I noticed a lot of people are having problems with bitinstant. I tried to fill out the contact form on your site but since I went though zipzap I never received a quote ID. I made a cash deposit of $68.95 (includes zipzap fee) to moneygram -> Zipzap (confirmed payment went through) -> Bitinstant -> Blockchain my wallet (Still haven't received the coins, The website is called https://blockchain.info/wallet/). All the info I have is from zipzap: Amount to Pay: $68.95 Account Number: 980134076. I went back to blockchain wallet and noticed that I get an error -Invalid Exchange- when I try to make a new cash deposit through bitinstant on the blockchain.info/wallet website. Bitinstant has never failed me in the past and I have used it multiple times before hand. I really hope someone could help me out. Thanks!

I'm still waiting since April 9th... almost 3 days now.

https://www.bitinstant.com/order_status/17784607-c89b-47ed-9042-ea84ec208f00

[justtired]

If you look back on these posts, you'll see on page 16 Charlie talking about how my funds were frozen and they are working on it. Sometime later he's saying " This user sent funds to the wrong account, the funds were spent, nothing we can do". I can not figure out how funds can be frozen but spent? Yeah, you're money is gone. Do not use Bitinstant again!