Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

SUPPORT, please reply

Replied.

[URSAY]

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?

BitInstant provides a great deal of options.  Each of these options involves multiple companies moving funds around to complete your order.  If there is one issue in the chain then it may result in an issue.  These issues require human intervention to fix which can take time.  We are not just selling coin to a guy with cash hand to hand.  Our systems are much more complex.  Thanks for your inquiry. 

[URSAY]

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.

If you'd like to send me a PM with more details I would love to try and help you further! 

[corvette77]

Morning everyone!

I made a cash deposit to GOX this morning thru BitInstant.  It went thru perfectly.  The system is working great.

Now let's solve some back logged issues!!!

 

Still here and waiting from April 7th.  

[cea45]

For users wanting to open new support tickets...

bitinstant.com/contact

I am still looking into issues that were previously logging on my dated support lists as I slowly integrate into the new support system with the other CS agents.

For users that have logged issues with me regarding execution price, I have been told that someone is working on those issues today so you may see some more coins soon!  

Ok URSAY, I paid for my bitcoin on Sunday 4/7, then put on the 4/9 support lists. You also told me you've tried manually pushing my order through to my bitcoin wallet address but I still have no bitcoins. I would really appreciate if I could get my money by any means necessary. Please help me out here:

Quote ID: e0ca1cf3-3811-4603-bcae-0da041725050
Event ID: 410d3e13-48b9-4fab-b745-937a647bc158
Fees (inclusive) 3.99%%
Amount you paid $196.0 USD
Amount you will receive $188.1796 USD
Destination exchange Bitcoin Address
Destination account: 1L6zVorgsBvZh85jT5B2Ued4oz27fKySvh

Order event log

Timestamp                                                 Event ID                                                                          Event type
Sun Apr  7 22:36:51 2013                     410d3e13-48b9-4fab-b745-937a647bc158                     Quote for new transaction
Sun Apr  7 22:59:44 2013                     ab4d6d25-8bcf-4583-a750-05b68275a538                     New Order
Sun Apr  7 23:00:56 2013                     f2cf2675-bd5c-4288-a38c-891c6aaf1d1a                         MTGox Order Loading

ZipZap account number:793072885

I would like like bitcoins at the market price as well....thanks

[URSAY]

URSAY updates on my 4 btc?

Someone said to me directly that they are working on these types of issues today.  I hope you see some result very soon! 

[URSAY]

Its been well over a week and my money is lost in limbo, please help!


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"

All new support issues are now logged at...

bitinstant.com/contact

Thanks!

[URSAY]

Just a quick update for you guys, I finally have the BTC I paid for, and it seems to be at the market rate I purchased them at(which sucks, but at least I have the money I paid.) just be patient and it will happen

Good to hear that you got your coins.  I apologize for your experience and I hope you will still consider us in the future.   

[nonames456]

Just a quick update for you guys, I finally have the BTC I paid for, and it seems to be at the market rate I purchased them at(which sucks, but at least I have the money I paid.) just be patient and it will happen

Good to hear that you got your coins.  I apologize for your experience and I hope you will still consider us in the future.   

If you look a few posts down, I already made another deposit ;P it seems to be going through I am just waiting for it to appear in my wallet. I want to thank you again for your work, URSAY, despite how it looks, things will get better. Patience is key even when it comes to money.

[URSAY]

Also on day 9 waiting for resolution. 

I was on the 4/8 list and would appreciate a status update.  I sent a PM like requested by URSAY but didn't get a response.  Please update me/acknowledge that my case is being attended to.

2822673e-81dd-4028-8510-4e5fad1b54eb

Thanks

You are on the 4/8 list.  Your Gox code was redeemed or expired so we will need to cancel the old coupon and issue you a new coupon.

[URSAY]

Seems I'm Having a problem with 2 orders right now..
I've never had my orders take more than a few minutes..

-----------------------------------------------------------
Order receipt
Quote ID    ed2a942f-9e0b-46bf-a355-2eac587ed885
Event ID    958ef419-b4ec-40f1-9b82-fe6eebe680a9
Fees (inclusive)    3.99%%
Amount you paid    $300.0 USD
Amount you will receive    $288.03 USD
Destination exchange    Bitcoin Address
Destination account    18XMrD7yviXSbUYHMdZdxdDicS89EgxKo2
Order event log
Timestamp    Event ID    Event type
Fri Apr 12 13:42:42 2013   958ef419-b4ec-40f1-9b82-fe6eebe680a9   Quote for new transaction
Fri Apr 12 14:11:36 2013   c4f2c608-7532-48be-a0f9-24f29ef79f47   New Order




------------------------------------------------------------------------------


Quote ID    1686a3ac-058c-4dcf-8541-2a2ee207a613
Event ID    63c7fbe9-c65c-40bb-b3f0-35013a8b1f8f
Fees (inclusive)    3.99%%
Amount you paid    $500.0 USD
Amount you will receive    $480.05 USD
Destination exchange    Bitcoin Address
Destination account    1NTsWs8VqyQHdF2UPSN562dBCaKz3dzBik
Order event log
Timestamp    Event ID    Event type
Fri Apr 12 13:33:31 2013   63c7fbe9-c65c-40bb-b3f0-35013a8b1f8f   Quote for new transaction
Fri Apr 12 14:02:03 2013   63e08d2b-333a-4665-8f8d-63c52621ddc7   New Order
Fri Apr 12 14:00:19 2013   33aaab7b-da10-4406-b198-43b0ae6a9da9   MTGox Order Loadin
----------------------------------------------------------------------------

Please log new issues at...

bitinstant.com/contact

Thanks. 

[URSAY]

hey ursay, are normal transaction clearing this morning.i wanted to go make a deposit but dont wana lose it in the filter and have to wait a week to get it.

I used cash deposit to Gox this morning with no issues.  Moneygram to zipzap to BI to Gox.  Used my new MX acct. #. 

[URSAY]

Please help, BitInstant, are you still accepting cash deposits (to -> wallet) transfers?

In light of the price drop, I still wish to purchase 5 btc today for the current price. Are you guys still selling?

245 pages of trouble and you still want to make a purchase through this platform.   The list for the 12th has not been started so go ahead and make your purchase and you can be the first one on it.

There will be no 4/12 list.  The dated lists are done.  Everything goes thru bitinstant.com/contact now

[URSAY]

Ursay,

I made another deposit after the last one finally went into my wallet. It hasn't gotten there yet, but not going to start a ticket until around 7pm eastern. It seems things are starting to get resolved, albeit slowly, and for that we thank you.

Good luck today.

I made 2 deposits today to Gox.  The first was delayed by at LEAST a few hours.  The second went thru right away.  

[URSAY]

This is getting ridiculous - where else to complain?

Seriously though, because this must be the shadiest business I have ever personally dealt with - where the hell do I actually contact people that care about my a. money and b. business?

I'm right here helping with your issues! 

[URSAY]

BTW, Anyone at BITINSTANT, the web site has been updated with a dead link that's on the homepage. (That hasn't even been made a link)
UPDATE ON TRANSFERS: www.blog.bitinstant.com

It comes back with a
Server not found

If the goal is consumer confidence and company survival, you should probably fix that.

THANK YOU!  I will send this on to our people that handle this sort of thing.

I'm sure you may already know...

Your Gox code has been redeemed or expired.  We need to cancel your old Gox code and reissue a new one.  I'm hoping to add a good majority of these types of issues to level 2 support today so we can see these thru. 

[Bjork]

Been 4 days, no money.  Fuck your company, fuck your incompetent CEO, fuck your nonexistent support system.  I hope this is the end of Bitinstant--I know I will never use your company again.  You seem like a decent person URSAY, but I hope you realize how much money Bitinstant is costing YOUR LOYAL CUSTOMERS and how much stress Bitinstant has caused everyone.

[piranha]

For the record all my transactions are showing success now.. However nothing has shown up in blockchain.info.. Yet.. I did also submit to the contact box at the website as well for the previous issues.

How long does it take for transactions to show in blockchain ?

[URSAY]

I tried Bitinstant again today. Still doesn't work. I'm not going to be using Bitinstant anymore.

Now I'm owed x2 $503 worth of Bitcoin.

Anyway this time I made sure to take down all the information so here are the notes.

Quote ID
839b4c21-677a-4634-905d-8930f3686f35
Event ID
54e171f8-a6b9-43d4-af4f-74fa5c4d8bc2
Quote valid until
Fri Apr 12 15:44:29 2013
Fees (Not inclusive of ZipZap)
3.99%%
Amount you need to pay
$500.0 USD
Amount you will receive
$480.05 USD
Expected delivery time(HH:MM:SS)
0:30:00
Guaranteed delivery time (HH:MM:SS)
1 day, 0:00:00
Destination exchange
Bitcoin Address


So according to the delivery time there is a guaranteed delivery time of 1 day. I'll see what happens in 24 hours. I'm just posting it here because usually when it works it's instantaneous and when it doesn't work it doesn't work at all.  

480/77=6.2BTC owed.

And I don't even know how much BTC I'm owed from weeks ago because I don't remember the prices from back then.

I'm showing the issue that I originally logged for you was processed on April 2nd.  See the URL below...

https://blockchain.info/address/1Hh54JkZRbSCom3ddsbJuVgACpy4dwbTXg

As for the new issue, you will need to log it at...

bitinstant.com/contact

Let me know if you have further questions.  

[URSAY]

Morning everyone!

I made a cash deposit to GOX this morning thru BitInstant.  It went thru perfectly.  The system is working great.

Now let's solve some back logged issues!!!

 

Me too Charlie, ZipZapp'ed a payment at around 10:30 AM EST this morning to BTC address but no trace of anything on BlockChain. Did I just miss the "working great" cutoff? (just kidding, just kidding )

Here's the info, I'm sure you're sick of looking at these lines:

OrderID: 35c1ef53-2e95-4b6d-9ca4-4c7a22f86688
EventID: d972c26d-f1f1-450f-8efd-f575f9ac4f3d
DestAccount: 176N8mmGuDzTsA6SCKzkaATDGmtnP1rTCC
QuoteID: 4e20b294-85fa-44a1-b617-64501d91c26e
User: SYSTEM
DestExchange: btc
eventtype: Order executed
EventSentAt: 1365775759.32
APIResponse: {'Transaction_id': u'516815103fa78d08347fc834'}
FundsSent: $380.247605 USD

Thanks for anything you can do Charlie!

All new issues are now logged at bitinstant.com/contact