Official Newbie BitInstant Support Thread (Active Customer Support)

[ASICPool]

Estimate on 4/9 support list transactions?

[corvette77]

Hey Ursay I did not have this information before can you add it to the piece of the puzzle. I did not print it before. Someone on the forum suggested look at your history and holy cow it was there. Maybe this will help. On your April 9th list.  



Quote ID   4fc6b5ed-76b3-4040-b55d-a0d486540d8d
Event ID   09021d2d-1049-499c-827b-d5916928f6c4
Quote valid until   Sun Apr 7 22:34:02 2013
Fees (Not inclusive of ZipZap)   3.99%%
Amount you need to pay   $170.0 USD
Amount you will receive   $163.217 USD
Expected delivery time(HH:MM:SS)   0:04:00
Guaranteed delivery time (HH:MM:SS)   1:00:00
Destination exchange   MtGox

[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!

Yes sir, I did, but believe me, after 2 weeks I just wanted to make sure SOMEONE from Bitinstant was paying attention to me. You're the 4th support screen name I've "spoken " with. I didn't realize til tonight that the situation was sooooo vast and I may or may not have lost my patience  due to feeling like I was being robbed. I get it now.... there has been a serious issue. This shit happens, and so long as I do indeed get my money back I will post in all the forums that I've been involved with that you guys made good. For the record, you are the first support agent I have seen apologize to or thank anyone. That goes a long way, believe me. Thank you.

Wow I'm really sorry if you received any rude response or no response.  Your money is safe.  Your issue WILL be resolved.  Volume is nuts.  We have a bit of back log.  We are also upgrading support systems.  Thanks for your patience.

[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

I see that your order executed.  Have you tried your GOX code?  It's listed as API response in your confirmation email.  Let me know what you find! 

Hahaha...yes. Yes I have tried my code. A hundred times in the last 2 weeks. It tells me it's used or non existent. The extent of my dealings with this issue for 2 weeks have been" We gave you a code". After I say " yes I know, it' doesn't work " I am told that I've been forwarded to Charlie. I have not heard from Charlie, and it's clear now why. I was sent this email 4 hours after my moneygram deposit:


"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: 412773bf-8dc9-4316-99be-317fe346947e
EventID: 533b516c-5f6c-47de-8064-27e10ebd8e32
DestAccount: I"m not going to post this # publicly
QuoteID: 2576aab2-2f9e-4897-9b72-daa1a69f62fc
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1364508854.33
APIResponse:  I'm not going to post this code publicly
FundsSent: $384.04 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!  "


When I emailed Gox they told me you guys issued me a code. But it clearly states at the top just the opposite. When I emailed Bitinstant support several times, I heard every time " We issued you a code". Yes , the code doesnt work. " ok I'm sending this to Charlie the CEO " . My question from the start has been-  Why can't I just be issued another code, one that works? It's documented that you received my deposit money. Its documented that you "processed" my order, it's documented that my funds never reached Mtgox. The lack of answer to this question which went ignored over several emails is the exact cause of my concern that I've been robbed for good. Until now-  as I see that you are making an effort to process these lost transactions.
  So in short, you may see that my order was executed, but my funds have not reached my account at Mtgox. It's up to you to please tell me why.

[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!

Yes sir, I did, but believe me, after 2 weeks I just wanted to make sure SOMEONE from Bitinstant was paying attention to me. You're the 4th support screen name I've "spoken " with. I didn't realize til tonight that the situation was sooooo vast and I may or may not have lost my patience  due to feeling like I was being robbed. I get it now.... there has been a serious issue. This shit happens, and so long as I do indeed get my money back I will post in all the forums that I've been involved with that you guys made good. For the record, you are the first support agent I have seen apologize to or thank anyone. That goes a long way, believe me. Thank you.

Wow I'm really sorry if you received any rude response or no response.  Your money is safe.  Your issue WILL be resolved.  Volume is nuts.  We have a bit of back log.  We are also upgrading support systems.  Thanks for your patience.

[URSAY]

I too would like my money. Don;t bother asking me to open a ticket, or bitinstantcontact, or read your signiture . I know that bitinstant has no intentions of ever giving me my money back, and I'm not wasting my time just so you can tell me "There's nothing we can do".  . Please ask Charlie about my issue. Read my posts and his replys on this forum. Its been 6 frigging months and your asking me to open a ticket or some shit? Ask Charlie for all the emails we exchanged and then come and tell me how glad you are to be working for this slimeball and this ponsi scheme.

Do not use bitinstant again. They will steal your money. Maybe you get lucky this time and get your money back, but eventully it's going to collabse.

I would love to try and help you but if you would rather not provide any order details that is your choice.

[cassiolandim]

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!  

The order status shows that it has been completed ok (Order executed - funds deposited at remote exchange) but the money didn't reach my MtGox wallet. Looks a little different from other issues I have seen here. Is my issue a hard one to fix? I was in 4/10 list. A manual push would solve it? The money has been stuck since 4/4...  

OrderID: a99f7297-0755-4db9-b7cb-6ff8a1aba1cc
EventID: bf3571c1-b83c-456c-9c88-5e01064a829b
QuoteID: 72f1070e-221b-4300-a100-014c21475075
DestAccount: M65260315X

You have a GOX code.  Have you tried using it?  What was the result?

Yes I have. This message show when I tried to use it: This code cannot be redeemed (non existing or already used). And I never published this coupon in public.

But the e-mail I received from BitInstant says "We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order".

I'm sorry about the wording regarding the Gox codes.  It's something development is working to fix.

We will need to cancel your old Gox code and reissue you a new code.  Thanks for your patience while we get to your issue. 

Thank you for the reply. I'll be waiting for the new coupon code.

[BitcoinApprentice]

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.

WOW, smh

[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.

Your order may go thru when Gox resumes.  If it does not then we will have to continue looking into your issue.  Thanks for your patience!  

MtGox resumed trading an hour ago, correct?

Big surprise, I still have no bitcoins; that's why I'm still here.  I don't understand why there's even a problem in the first place. My money was taken and processed just fine.

If somebody in that company of yours would just send me a few bitcoins to my address, I could get on with my life.  As it is I've wasted 2 days being pissed off in front of a computer.  What do you think will happen next time I need to purchase btc? Bitinstant is going to be hemorrhaging customers if you people don't start taking some real action. You still have a chance.

[Nonya Business]

Anyone that used zipzap and gave me their zipzap #s...

I am about to resend your orders thru manually.  I find this can resolve the issue in some cases.  However, not all cases are resolved in this way and I will need to forward zipzap issue with further problems up the chain.  I will post a list of people that have been pushed thru manually in a moment.

Zipzap:
Amount to Pay: $503.95
Account Number: 129510301

Amount to Pay: $503.95
Account Number: 872511969

Bitcoin Address: 18gzHtYuc3KNss2zLCREHs9ZgcEyNKuk3X

Nothing for me yet

Still waiting but....
I Thank You for your hard work and prompt resolution.

Ummm.....Hello? Is this thing on?

[pootsniff]

finally got my coin, but got raked on the rate... I responded directly to Seth but got no response.

tried 'em once again and order's been open for 40min and counting while BTC rises. i'm sure i'll get filled at the top again...  shame on me

[newminer7950]

Unexecuted payment for three days!

When I made the payment from btc-e.com to bitstamp, I get this message in the mail. Payment has not yet been executed. I made a request to support. But for more than a day no answer.
Please, help anybody!!!

Message to email:
OrderID: 9c15d631-011f-41a4-8866-50353683e975
EventID: 4e65590e-914a-4ed0-b810-c08b5adf6cfe
DestAccount: 16719
QuoteID: 24c08980-3696-4fc0-ae7d-5f6bc92db4f4
User: SYSTEM
DestExchange: bitstamp
eventtype: Order executed
EventSentAt: 1365592143.04
APIResponse: {"error": {"amount": ["You have only $17.03 available. Check your account balance for details."]}}
FundsSent: $148.665 USD

[jtheboss95]

I will get into legal actions if the money is not in my PayPal soon.
I feel like NONE of us will receive our money due to the crash and you guys are not sending any updates.
It's been a week. How hard is it to send a god damn paypal payment to my account?

If this doesn't be done soon, I will contact the owner of bitinstant.com

[URSAY]

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.  

You issue does not have this same type of solution.  Sorry!

Can you tell me what my issue are ? 

I tried to push your order thru on the 9th and today.  I hope you still see something from my push.  If you don't then a level 2 support person will take care of it.  

[lifted1]

If this doesn't be done soon, I will contact the owner of bitinstant.com

I wouldn't waste your time with this threat here....

[guppywily]

If this doesn't be done soon, I will contact the owner of bitinstant.com

I wouldn't waste your time with this threat here....

I've already talked to Charlie about my issue along with anybody else I could get ahold of.

Jtheboss95, you have no idea how to navigate customer service.  Don't make empty threats, just go ahead and contact this guy.

However, if you talk to him like the 17-18 yearold that you are, don't expect any resolution. There's a way to get what you want, and you aren't doing it.

[URSAY]

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.

Your order may go thru when Gox resumes.  If it does not then we will have to continue looking into your issue.  Thanks for your patience!  

MtGox resumed trading an hour ago, correct?

Big surprise, I still have no bitcoins; that's why I'm still here.  I don't understand why there's even a problem in the first place. My money was taken and processed just fine.

If somebody in that company of yours would just send me a few bitcoins to my address, I could get on with my life.  As it is I've wasted 2 days being pissed off in front of a computer.  What do you think will happen next time I need to purchase btc? Bitinstant is going to be hemorrhaging customers if you people don't start taking some real action. You still have a chance.

Demand is faster then anyone can keep up with.  We're always investing in anything we can do to improve your experience and we hope you will understand that such improvements can't all happen overnight.

[nonames456]

URSAY,

Just a final update before I start heading to bed for the night. SO far no BTC in my wallet.  I have found an alternate funding sources so I can get some BTC for the meantime but I'm not going to use the service again until my issue is resolved. The pushes you did to my order didn't do anything I'm afraid. I applaud your candor and the way you handle the.....more unsavory members of this forum. If you could just provide an update to my issue if you can, I am ready to cash out as I feel there aren't any reputable sources of quick BTC anymore, looks like 2-3 day waits now anywhere you go. I will still be on here every day till my issue has been taken care of. I have also been talking with Roger Ver and he even asked for my resume, so we'll see how that goes. but in the meantime I have business that I am relying on BTC for and I can't wait around much longer. Thanks for your efforts again

[cubism4nerds]

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.  

You issue does not have this same type of solution.  Sorry!

Can you tell me what my issue are ? 

I tried to push your order thru on the 9th and today.  I hope you still see something from my push.  If you don't then a level 2 support person will take care of it.  

Can you push mine thru as well...been waiting for enough time now.

[jtheboss95]

If this doesn't be done soon, I will contact the owner of bitinstant.com

I wouldn't waste your time with this threat here....

I've already talked to Charlie about my issue along with anybody else I could get ahold of.

Jtheboss95, you have no idea how to navigate customer service.  Don't make empty threats, just go ahead and contact this guy.

However, if you talk to him like the 17-18 yearold that you are, don't expect any resolution. There's a way to get what you want, and you aren't doing it.

Learn to know what youre talking about.
Ive already given him all the details associated to the order multiple times. All 3 times he said he was making a ticket and is manually doing something to it or w/e and then no further updates.