Official Newbie BitInstant Support Thread (Active Customer Support)

[Paleus]

Does BitInstant do online transfers from Canadian Walmarts?

[chip1]

What a disaster....

[URSAY]

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.

GOX halted trading today so it was an unusual day in the Bitcoin world.  We will be back up with even more new features soon! 

[baggage]

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

I purchased bitcoins on 4/7 and still haven't received them. They told me they were working on my issue on 4/8 after I sent them
all the info they requested. Today still nothing.

[corvette77]

Ursay you tried to do a couple of  manual pushes to my account at Mtgox how about if you do a push to my pay pal account. You have my E-mail so I can get my money and get of this nightmare. I am on the April 9th list.  

[Dâniel Fraga]

GOX halted trading today so it was an unusual day in the Bitcoin world.  We will be back up with even more new features soon! 

Ursay, do you have at list a time limit to when I can get my bitcoins?

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

At least a hint? Tomorrow? Weekend? Next week? The bitinstant contact just returns a standard message. If you could reply, I'd be grateful.

[cubism4nerds]

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.

GOX halted trading today so it was an unusual day in the Bitcoin world.  We will be back up with even more new features soon! 

How about getting me my money before adding new features. 

[URSAY]

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

 

You need a new Gox code I believe and this will take some time to reissue.  Thanks for your patience.

[URSAY]

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

Got your email thru PM, thanks!

[URSAY]

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??

None of that came from me.  It doesn't make sense.  I'm not saying I'm perfect.  But I think I make sense a decent amount of time. 

[URSAY]

Hi,

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

Quote ID:
Event ID:

Can you submit without these details?  Perhaps maybe you have a zipzap account #?

[lifted1]

Hello Ursay,
   I just want to please be on record with my info regarding my 2 week old missing money. I'm having same issue as many. My funds never got deposited to Gox. I understand it will take time. I would just please ask for an acknowledgement that you've read this, and assurance that I will eventually receive my deposit. Thanks in advance for your response. I realize you've been busy....

Deposit date: March 28

OrderID: 412773bf-8dc9-4316-99be-317fe346947e
EventID: 533b516c-5f6c-47de-8064-27e10ebd8e32
QuoteID: 2576aab2-2f9e-4897-9b72-daa1a69f62fc

[Dâniel Fraga]

Can you submit without these details?  Perhaps maybe you have a zipzap account #?

Ursay, could you check mine? Zipzap already confirmed my payment...

Account Number: 543030209

[URSAY]

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

Tried a manual.  Like I've said...

In these cases sometimes this works.  Other times it doesn't.  I hope you see some results soon! 

[cubism4nerds]

I've sent in my information numerous times....a little hlep?

[URSAY]

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?

You can now submit customer support issues at...

bitinstant.com/contact

I apologize you have not heard from us.  We are playing catch up with the volume.  Thanks for your patience. 

[guppywily]

URSAY, when you said my problem had been escalated, does that mean you are no longer doing anything to help me get what I paid for?

I've been in contact with Gareth, and at least he was able to give me a straight answer. Here is a portion of what he told me:

> MtGox resumes trading in just over 4 hours, at which point queued
> orders should execute..."

When can I expect my order to go through? My event log says this

Wed Apr 10 21:19:41 2013   f0c80d72-6fd1-4a6b-8e09-e9b78bd3d0e8   MTGox Order Loading

What does this mean to me and when can I get what I paid for.

[Dâniel Fraga]

URSAY, please could you reply this message?

I know you're swamped, but my order is simple and doesn't involve mtgox... I just bought and asked bitinstant to send to my bitcoin address. Simple no?

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

Could you deal with it manually? Thank you.

[DM334]

Hello again! I'd like my BTCs already please! Thanks!

[URSAY]

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.

Please submit your support request at bitinstant.com/contact

We have been solving a lot of support issues recently and we hope to quicken response times soon.  Thanks for your patience!