Official Newbie BitInstant Support Thread (Active Customer Support)

[BitcoinApprentice]

More Places to complain about these scammers:

FTC

https://econsumer.ftccomplaintassistant.gov/

Google+ community where people who would like to join together to get a lawsuit going can organize.

https://plus.google.com/communities/112177264311909940483

BBB

http://www.bbb.org/new-york-city/business-reviews/payment-processing-service/bitinstant-llc-in-brooklyn-ny-139331

Reddit

http://www.reddit.com/r/Bitcoin/comments/1bzo49/do_not_use_bitinstant/

RipOffReport.com

http://www.ripoffreport.com/Search/bitinstant.aspx

NY Small Claims

http://www.nyc.gov/html/dca/html/publications/publications_small_claims.shtml

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Without going through every page, My appx specs for your Caveat Emptor:
   Apr 3, 2013 1st day  Cash Sent & Taken  $480.05 Stopped at BitInstant
   Apr 4, 2013 2nd day  Contacts get no BI response. LIVE Chat is a fraud: goes to webmail. Phones not responded to. Emails not responded to.
  Apr 5, 2013 3rd day No BI response
  Apr 6, 2013 4th day NO response
  Apr 7, 2013 5th day NO response
    Apr 8, 2013 6th day SUPPOSEDLY on this 3rd party FORUM 4/8 "List" by Ursay (not BitInstant's official website)
    Apr 9, 2013 7th day NO resolution -- NO money -- BitInstant still has it. --Mocking by Customer no-service
  Apr 10, 2013 8th day NO resolution -- NO money     BitInstant still has it.
    Apr 11, 2013 9th day NO resolution -- NO money -- BitInstant still has it.
    Apr 12, 2013 10th day NO resolution -- NO money -- BitInstant still has it. Friday surprise was supposed to make us happy. LOL
    Apr 13, 2013  11th day NO resolution -- NO money -- BitInstant still has it.
    Apr 14, 2013  12th day NO resolution -- NO money -- BitInstant still has it.

Not accusing, that's for court,  but here's the definition of FRAUD:
http://legal-dictionary.thefreedictionary.com/fraud

"A false representation of a matter of fact—whether by words or by conduct, by false or misleading allegations, or by concealment of what should have been disclosed—that deceives and is intended to deceive another so that the individual will act upon it to her or his legal injury." ....
Read the rest.
And should you want to do something about it:
http://www.consumerfraudreporting.org/stateattorneygenerallist.php

And No Ursay, If we get our money, I don't want to shut you down. It's been almost 2 weeks on mine, so YES if we don't get our money, Dang right you OUGHT to be shut down. Happens all the time, and I'm confident that another who respects contract law and customer service will replace you (BitInstant).

[Epicblood]

I've said it so many times, I have submitted two tickets on the support page and I have received two automated emails. I have not been contacted by any real staff member. What is going on?

Same here, sent in a ticket, got the auto mail, nothing since that.

[Dâniel Fraga]

Ursay, can you process my order?

Zipzap Account Number: 346112014
Quote ID    77fe980b-f803-4188-a2e7-059f2f310728

Zipzap already confirmed the payment. Thanks.

Gave you a manual push! 

Thanks. Now it's showing "MTGox Order Loading". I don't remember this appearing on my previous orders. Is it normal? Or the system is stuck?

[kmicro]

Order loading is what I have been seeing for the last week:(

Ursay, can you process my order?

Zipzap Account Number: 346112014
Quote ID    77fe980b-f803-4188-a2e7-059f2f310728

Zipzap already confirmed the payment. Thanks.

Gave you a manual push!  

Thanks. Now it's showing "MTGox Order Loading". I don't remember this appearing on my previous orders. Is it normal? Or the system is stuck?

[waterwake12]

Hi, I went to wal-mart around 5 hours ago and payed my receipt. I got an email back fro zipzap saying it was paid. I haven't received an email with my bitcoin link to coinapult yet. Can someone look into it for me? I payed $243.95. My quote id is 29b1790e-e0c4-4761-a79e-334052e58210
Any help is much appreciated,
Thanks for the help in advance!

[Dâniel Fraga]

Order loading is what I have been seeing for the last week:(

Oh no This is terrible. If it means the order is stuck, it's unacceptable. URSAY, could you please unlock this?

[Cetrea]

URSAY:

First off I would like to thank you for your assistance ahead of time, I know you have been quite busy processing everyone's request the last couple weeks.
I currently have two orders (mtgox -> paypal) that have failed since April 5th. The funds have been withdrawn from my mtgox acct but have not been deposited in my paypal account. Please see failed order details below...

April 5th:
________
OrderID: f34b9fbe-7c13-47c1-b34f-d16454308be8
EventID: c68c2b85-15a5-443f-92f2-10d60211177b
DestAccount: <omitted>
QuoteID: f6be63a1-363b-4159-bd7c-aed93701a4b2
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365135601.2
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $368.59328 USD

April 9th
_______
OrderID: f199cd70-5dd5-4053-b36c-587d86a5ff6f
EventID: 051c062e-895a-426c-97ef-e8170ee0f1ca
DestAccount: <omitted>
QuoteID: 4b0dcfc0-0bdb-43a8-8131-beb9aa26a509
User: SYSTEM
DestExchange: paypal
eventtype: Order executed
EventSentAt: 1365484500.14
APIResponse: {u'errorCode': u'INSUFFICIENT_FUNDS', u'paymentID': 0}
FundsSent: $254.52128 USD

Your help in pushing these through would be appreciated. Thanks.

[SLXer]

$550 on april 3rd to MtGox account still not a dime nor response from BitInstant

I logged both order ids as according to URSAY(due to ZipZap's $500 limit) into their "system" two days ago and naturally, have not received a response, like I didn't before when I used their "live chat" interface. Wonderful experience with this company so far!

[URSAY]

My order failed. I submitted a support ticket but haven't heard anything.

Order ID: da28efda-f52b-47f5-96fc-6bf2432b64d6

As the delivery deadline has long passed, can you refund my Dwolla account?

Thanks.

Did you submit your issue to...

bitinstant.com/contact


Did you receive an automated response which stated that your issue was logged and being looked into?

Yes, but that was days ago.

I believe the email states that your issue is logged and our support reps are working on your issue.  Please be patient.

I have tried to manually push thru your order myself just now.  If it fails again then I will need to escalate your issue further.  Please be patient. 

[waterwake12]

Thanks URSAY! I just got mine.

[URSAY]

Gave you a manual push! 

URSAY, I know i have posted a few times and this just takes up more of your time, but I have been waiting since 4/3. I am on the 4/8 support list, and have made a claim on the website but have received no response. From the info you have given me all I need to fix my issue is a new GOX coupon. I do not feel like it would take your support team to much time to take care of that. Can you please push my order through manually? Any type of response would be appreciated.

Again thank you for your time,
DoctorFluff

Email:Nzelisko11@gmail.com
ZipZap Account #:273089607
OrderID: 99caa32d-d752-4fe2-9570-5fb55c4f4146
EventID: 35690f66-3b98-4109-b111-9591a5e7751c
DestAccount: M48159806X
QuoteID: d317fe80-1c6e-461b-991e-47aab37a5d20
FundsSent: $307.232 USD

I've added you to a list that will help get your Gox funds to your account.  They have been processing issues on this list tonight so you MAY see some results soon.  Thanks for your patience!

[wwbd]

im running an older os on my mac, when i try to download my bitcoins to mutlibit i get a pop up screen with a bunch of encrypted code, any one have any advice to help me, also when i try to import my private keys i cannot find a file to click on,

any help is appreciated

[URSAY]

Folks, I have received my deposit to Gox, after about 17 days. However, it's only been about 3 days since I logged my complaint here. . Ursay I want to thank you for sticking to your word. I'm not gonna lie, I'm a little disappointed that I still got charged bitinstant fees... and that on top of that I have to pay $100 per btc instead of the $85 it would have been if my deposit had been processed correctly. But, somehow I feel like I won today, and I suppose that's worth something. Thanks.

Thanks for posting.  Again I apologize for any issues you have experienced.  If you will allow me to open a ticket for you regarding your execution price I will try to resolve the issue for you.  Would this be okay? 

Absolutely. Just tell me what to do and I'll be on it faster than whores on crack.    

Folks, be patient and give these guys a chance to help. If you provide the appropriate information in the correct places, you will get your money. Even I was skeptical at first, but I think it's clear that these guys are getting it done.

Order ID # ?

This is the one I got today which successfully deposited funds to gox:  
OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9


This one is the original I got on Match 28:  OrderID: 412773bf-8dc9-4316-99be-317fe346947e





THANK YOU URSAY  !!!

I'm sorry but could you please be clear about what I am looking into?  I only need information regarding orders that you have a problem with.  Thanks for clarifying! 

Ursay, You asked me to provide you with an order ID so you could look into an execution price. In my last post, I provided you with both the order ID for my original transaction on march 28, which was unsuccessful( when BTC was $85), and the order ID for the successful deposit that finally made it to my gox account today. I wasn't sure which you would need in order to look into the execution price, so I gave you both. Please let me know if there's something else I need to do. Thanks much.

I'm sorry but it is still not clear what you are asking me to look into.  What is your issue and with which order?

[URSAY]

Hey everybody I'm back to try and help with your issues as much as possible...

What is the deal? I haven't received my bitcoins and its been nearly a week. That's ridiculous. Please inform me on what is needed in order to complete my transaction. I can't believe you call yourselves BitInstant... What a joke. Horrible service.

I'm sorry but I do not have you on any of my support lists.  Have you logged your issues anywhere?  The normal support channel which sends your issue to multiple support agents is...

bitinstant.com/contact

Yes I did (twice), and *GASP* no one has bothered to respond. 

Quote ID   8ea1b978-1974-4eaa-a26f-e5362bb70b3b
Event ID   ffba9292-9235-4e19-892f-f4cedbe97586
Fees (inclusive)   3.99%%
Amount you paid   $500.0 USD
Amount you will receive   $480.05 USD
Destination exchange   Bitcoin Address
Destination account   1Lg1WkgmfCecLLeTFPCJh6bdn1BVWakpHP

The auto response states that you issue is logged and we are looking into it.  There is no need for us to contact you unless we need more info or we have solved your issue.  Thanks for your patience!

[URSAY]

Folks, I have received my deposit to Gox, after about 17 days. However, it's only been about 3 days since I logged my complaint here. . Ursay I want to thank you for sticking to your word. I'm not gonna lie, I'm a little disappointed that I still got charged bitinstant fees... and that on top of that I have to pay $100 per btc instead of the $85 it would have been if my deposit had been processed correctly. But, somehow I feel like I won today, and I suppose that's worth something. Thanks.

Thanks for posting.  Again I apologize for any issues you have experienced.  If you will allow me to open a ticket for you regarding your execution price I will try to resolve the issue for you.  Would this be okay?  

Absolutely. Just tell me what to do and I'll be on it faster than whores on crack.    

Folks, be patient and give these guys a chance to help. If you provide the appropriate information in the correct places, you will get your money. Even I was skeptical at first, but I think it's clear that these guys are getting it done.

Order ID # ?

This is the one I got today which successfully deposited funds to gox:  
OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9


This one is the original I got on Match 28:  OrderID: 412773bf-8dc9-4316-99be-317fe346947e





THANK YOU URSAY  !!!

I'm sorry but could you please be clear about what I am looking into?  I only need information regarding orders that you have a problem with.  Thanks for clarifying!  

Ursay, You asked me to provide you with an order ID so you could look into an execution price. In my last post, I provided you with both the order ID for my original transaction on march 28, which was unsuccessful( when BTC was $85), and the order ID for the successful deposit that finally made it to my gox account today. I wasn't sure which you would need in order to look into the execution price, so I gave you both. Please let me know if there's something else I need to do. Thanks much.

Give me exact figures.  What did you receive?  What did you expect?

@URSAY

Oh , got ya. Well, at the time of my deposit on March 28 btc was apx. $85, and today was bought at $95.90. I saw it posted here that Bitinstant would be honoring the BTc value at that time of their failed deposits. But how do you do that if the BTC was purchased from GOX and BI isn't actually supplying me with the BTC? Honestly, I'd just be happy if Bitinstant would reimburse me for it's transaction fees at least. I mean, I don't wanna sound like too much of a bitch , but putting me through what BI just put me through for 2 weeks, costing me $ in BTC value, and then charging me apx. $25 for its service just feels a bit like a slap in the face to me.

Escalated your request for fee reversal. 

[donkeybozo]

Order ID 62f756f2-1770-4361-a5a2-ccb68132efbb needs to be escalated

63+ hours now

[URSAY]

Ursay, I haven't heard back from support from either of my two submitted tickets. You said you escalated my issue, but what exactly does that mean? Blockchain.info is now showing that address as being $131 short.

Are you seriously expecting me to make up the difference from my own pocket? I need the exact amount I gave your service, you are wasting my time and money.

I'm beyond livid right now, I cannot believe this.

Your case has been logged and support is looking into your issue so we can provide you with a solution.  Please be patient.

No, I haven't had any contact with your support. If I didn't come on this forum and hassle you, I wouldn't have heard from anyone at all. Do you think that's reasonable?

It is still not clear if you've logged your issue at bitinstant.com/contact and if you've received an email that states customer service is working on your issue.  Can you help me understand this?  Thanks.

I've said it so many times, I have submitted two tickets on the support page and I have received two automated emails. I have not been contacted by any real staff member. What is going on?

The automated emails should explain what is going on.  Your issue has been logged and we are looking into it.  If we need more info we will contact you.  Thanks for your patience!

[URSAY]

Hi, I went to wal-mart around 5 hours ago and payed my receipt. I got an email back fro zipzap saying it was paid. I haven't received an email with my bitcoin link to coinapult yet. Can someone look into it for me? I payed $243.95. My quote id is 29b1790e-e0c4-4761-a79e-334052e58210
Any help is much appreciated,
Thanks for the help in advance!

I would suggest you wait 24 hours and if you still do not have your coins you should log your issue thru our support channel at...

bitinstant.com/contact

Thanks!

[lifted1]

Escalated your request for fee reversal. 

Plus I want a six pack of beer every day for the rest of my life....  

Thank you Ursay. Your boss owes you a raise.

[URSAY]

Order loading is what I have been seeing for the last week:(

Oh no This is terrible. If it means the order is stuck, it's unacceptable. URSAY, could you please unlock this?

I believe I manually tried to push your order today?  Please allow 24 hours to see if this manual push helps with your order.  Thanks!