Official Newbie BitInstant Support Thread (Active Customer Support)

[floxen]

Yesterday I got my bitcoin real quick, but today I didn't.  Is there a more reliable company that handles bitcoin operation.  This is ridiculous.   I thought it was supposed to be guaranteed 1 hour, but I've been waiting close to 12 hours.   I got an email but no immediate help. We all just want answers.

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[BitcoinRetirementAccount]

Need help opening a ticket - my good friend (Xosihc) said you helped resolve some issues he was having, so you came highly recommend. Just getting frustrated.  

4/10/13 Confirmation:
OrderID: 3d397555-4df9-489c-bb7c-881207304bdd
EventID: fca99bb8-839a-481a-8acd-b6a8d358eee7
DestAccount: 1NKCHxVk7mCLJnuv6duywFSCaMDvuvyvSF
QuoteID: 12e1b522-d5d8-4623-9e84-fee18cccb70a
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365635996.26
APIResponse: {'Transaction_id': u'5165f3203fa78d08313fb125'}
FundsSent: $480.05 USD


Today's confirmation (4/11/13):
OrderID: acc8a81c-77ab-411a-9b58-f8ebb1803134
EventID: 3fb8fb90-828e-44ea-b17d-4782f452c9b6
DestAccount: 1NKCHxVk7mCLJnuv6duywFSCaMDvuvyvSF
QuoteID: 5bd68570-2715-441a-8d89-8d5459fbde55
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365696090.7
APIResponse: {'Transaction_id': u'5166dddd3fa78d08313fb2ec'}
FundsSent: $480.05 USD

[daviddelaurier]

I have been waiting for my BTC. Here is my order information:

OrderID: 4decb430-6188-4a76-9c63-64a4414fdac0
EventID: c16b506e-feb1-4ded-a2cd-24363cdface7
DestAccount: 1bZTyBYpSTcTBeNQ6XHmU5TNp6PfSTCJ6
QuoteID: f4ed5f29-c2bc-4be1-b4e7-4b0aa912240a
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365695534.01
APIResponse: {'Transaction_id': u'5166dbb03fa78d08347fc6b4'}
FundsSent: $****.** USD

 Thank you!

[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.

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.

I know not to expect massive improvements like that to happen overnight. I do expect my single, small order to be completed over the course of two nights.

People are selling btc all over the place now, you guys can't find 1.5-2 of them for me?

C'mon URSAY, level with me here.  What's the problem?

[cooljay24]

URSAY - Just a quick question. I know things are crazy right now but I noticed on the bitinstant site that PayPal isn't an option anymore (only mtgox and bitcoin address?) and was wondering if PayPal will be added back in the near future? I'll be having some more funds I want to get off MtGox once they start allowing coupon codes again and was hoping to use BitInstant again.

[DoctorFluff]

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. 
[/quote]

@URSAY that is my same problem I was on the 4/8 support list, if you can please push my order through. Thank you for your time.
OrderID: 99caa32d-d752-4fe2-9570-5fb55c4f4146
EventID: 35690f66-3b98-4109-b111-9591a5e7751c
DestAccount: M48159806X
FundsSent: $307.232 USD

[lifted1]

I know not to expect massive improvements like that to happen overnight. I do expect my single, small order to be completed over the course of two nights.

People are selling btc all over the place now, you guys can't find 1.5-2 of them for me?

C'mon URSAY, level with me here.  What's the problem?

Come on dude. You're freaking out over 2 days. It's been 2 weeks for me. $400.    $85/btc when I placed my order...

[guppywily]

I know not to expect massive improvements like that to happen overnight. I do expect my single, small order to be completed over the course of two nights.

People are selling btc all over the place now, you guys can't find 1.5-2 of them for me?

C'mon URSAY, level with me here.  What's the problem?

Come on dude. You're freaking out over 2 days. It's been 2 weeks for me. $400.    $85/btc when I placed my order...

I'll be honest with you; I don't care about your order.

I'm here complaining at the level I am because I don't want to be like you 2 weeks from now with now btc. In situations like this, the longer you wait, the more fucked you are.

The squeaky wheel gets the grease, and I plan on flooding EVERYBODY at bitinstant with complaints until I get what I paid for. If you were smart, you'd do the same so you don't have to wait another 2 weeks.

[tionil]

Hello URSAY,

Quote ID   2a243e86-730d-430e-aaac-19d6ec79e910
Event ID   0a5f4307-dbe4-4166-bc0f-73892465a62a
Fees (inclusive)   3.99%%
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   Bitcoin Address
Destination account   159f2uMV5SJT1muunbdrfG1nNrikDXVkvq

Any updates on this order?

[Mindstamina]

I had used Moneygram last week on April 3rd to submit funds through Bitinstant into a Bitcoin address but it was accidentally sent to one of my other Bitcoin addresses which I have no private key for. I had this Bitcoin address generated from Bitaddress.org. I had realized this on the same day that the money was submitted but I immediately emailed Bitinstant and even did the chat option on your website and I have gotten no response. I been emailing Bitinstant and leaving voice messages and still no response.

I basically have money on my Bitcoin address which is useless and I want to see if the transaction could be reverse or the money refunded since the Bitcoin address basically belongs to me.

Here is my info:


OrderID: 344edd79-9c83-4e84-b20c-0acf5fc5c04c
EventID: 1053c9f7-2327-450e-81d3-040b46d7750a
DestAccount: 1F1xazvxLcVScVbWC7pag4QRtUxiAYVX5Y
QuoteID: 4a8f26cb-9f46-4975-bf53-c48d1a5620d3
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365024117.07
APIResponse: {'Transaction_id': u'515c9d033fa78d4cc6a56c5b'}
FundsSent: $211.222 USD

[SLXer]

I did essentially the same thing as the poster above last Wednesday in two separate MoneyGram orders (due to ZipZap only accepting $500 at a time) amounting to around $550. As I walked out of the place I performed the transactions, I already received two BitInstant emails saying the money was automatically deposited into my account. Cool!

Not... Week later, I have no money. I confirmed that the Mt. Gox account number that I submitted for my transactions is indeed my correct number, which puzzles me, as BitInstant shows the transaction as completed but my account reads $0.00. I have used BitInstant's "Live Chat" (LOL) interface three times and supplied Order IDs in each one and received absolutely NO RESPONSE at ANY point, including to the fourth (and maybe even fifth?) that I sent to the separate support@bitinstant.com address.

I'm reluctant to post all my details in public view in this thread, so I hope that rather somebody official from BitInstant will help me either externally or assure me that my details are of no privacy consequence. I really hope someone can help me, because BitInstant seems like a reputable company! But god, I have definitely had a bad experience...

[bigpoppapump69]

Ursay,

You haven't quit yet?  Props.  I'm still waiting on 0.39 bitcoins.  My initial deposit went through (4/8 list) but the bitcoin adjustment for price changes during the waiting period has not yet registered (4/10 list).  Thanks.

bigpoppapump69

[coffeeee]

I know not to expect massive improvements like that to happen overnight. I do expect my single, small order to be completed over the course of two nights.

People are selling btc all over the place now, you guys can't find 1.5-2 of them for me?

C'mon URSAY, level with me here.  What's the problem?

Come on dude. You're freaking out over 2 days. It's been 2 weeks for me. $400.    $85/btc when I placed my order...

I'll be honest with you; I don't care about your order.

I'm here complaining at the level I am because I don't want to be like you 2 weeks from now with now btc. In situations like this, the longer you wait, the more fucked you are.

The squeaky wheel gets the grease, and I plan on flooding EVERYBODY at bitinstant with complaints until I get what I paid for. If you were smart, you'd do the same so you don't have to wait another 2 weeks.

I absolutely agree. They bought me off with enough money to give me what I should have originally gotten from them when I called them scammers in the scammer forum. They did it in a way to look like they were being crazy generous when, in reality, all they were giving me what I would have received if their service had worked properly to begin with.

It's a shame, too, because they're the easiest way to get USD onto bitstamp.

[Nachtwind]

aaaand my calender shows yet another day passed, and my money has not turned up yet..

All i hear is about new features and tricks etc. DIdnt Pirate talk the same?
FOR FUCKS SAKE! GET YOUR SHIT TOGETHER AND GIVE ME MY MONEY!

[firsttimecaller]

I placed an order (dwolla -> bitinstant -> mtgox) and my money has not shown up. I submitted a help ticket over 24 hours ago, and I have not received any followup other than the automated email.

Order ID: 7b3b3041-c60a-406d-b738-42d6c62f0246

[newminer7950]

SUPPORT, please reply

[crazylikeafox]

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.

Demand IS faster than anyone can keep up with.  That's why your system is automated.  In fact it's right in the name and the single biggest fact touted in all of the press about Bitinstant.  The system used to be automated and in fact still is every so often when you have money.  So why are these issues so pervasive if Bitinstant isn't a Ponzi scheme?  It's a very simple matter: confirm customer money received, execute corresponding trade/deposit for customer.  Zipzap's API isn't having problems, and I have contacted them and they say their API hasn't changed in months.  That means that you should have no problem automating everything since you have no money problems, as Charlie repeatedly says.  So why do these issues exist?

[justtired]

Hi Urslay. I'll go ahead and bite, try one more time to get my money which Bitinstant has owed me for 6 months. And be nice about it. I know what the reply will be, I know I am wasting my time, but here gos: This is from Rachel back on November 5, 2012!!!

 Your Order ID is: 3ab032e1-32ba-4a82-8446-367bfc67fc75

I have other order IDs, as I exchanged many emails with Racheal and Charlie and Mt Gox trying to solve this issue. If you would like I can paste all the email corrasondce here, and you vcan go though and look up each and every order ID. It won;t look good on Charlie however, it will show him out to be a liar. It would be better if you just asked Charlie about this and you can come back and tell me "Theres nothing We can Do", and I can go back to warning peole about this service. Thank you.

[lifted1]

I know not to expect massive improvements like that to happen overnight. I do expect my single, small order to be completed over the course of two nights.

People are selling btc all over the place now, you guys can't find 1.5-2 of them for me?

C'mon URSAY, level with me here.  What's the problem?

Come on dude. You're freaking out over 2 days. It's been 2 weeks for me. $400.    $85/btc when I placed my order...

I'll be honest with you; I don't care about your order.

I'm here complaining at the level I am because I don't want to be like you 2 weeks from now with now btc. In situations like this, the longer you wait, the more fucked you are.

The squeaky wheel gets the grease, and I plan on flooding EVERYBODY at bitinstant with complaints until I get what I paid for. If you were smart, you'd do the same so you don't have to wait another 2 weeks.

I said this in a lighthearted , roll my eyes sarcastic way. But for what it's worth I already spent 2 weeks being a squeaky wheel and demanding answers and making threats. All it got me was ignored.

[damavox]

"Thank you for contacting BitInstant support! We are working hard to process your order and resolve your problem. If we need more information from you we will contact you. Otherwise we will process issues in the order in which we received them.

Please understand that increased volume, both on our site and on our partner exchanges, will influence the amount of time that it takes to complete your order. But please rest assured, your funds are safe and will be queued and processed securely. You should expect your funds within 12 hours of depositing
your cash or initiating your transfer. If you have still not received your funds within 24 hours of your transaction time we will escalate this issue for immediate attention.

Please refrain from sending multiple support queries regarding the same issue, it will not expedite our ability to help you and might requeue your request in our system.

Thank you for your patience! Be sure to follow @bitinstanthelp on Twitter for updates about our system queue and any problems we might be having."

bitinstant, Understanding was over with 3 of 5 days ago. Don't need excuses, don't need a different set of instructions everyday, i just need my coins or money back.  Thanks.