Official Newbie BitInstant Support Thread (Active Customer Support)

[joeykrug]

Hi I've submitted 2 support emails a few days ago, still haven't gotten a response. $2000 from dwolla --> MtGox hasn't gotten there yet. Email: joeykrug@gmail.com

[BitcoinBallin]

Hi I've submitted 2 support emails a few days ago, still haven't gotten a response. $2000 from dwolla --> MtGox hasn't gotten there yet. Email: joeykrug@gmail.com

That is probably because their max is $500 for legal reasons.  Good luck I am sure it will get held up for a while. I am not sure why they let people enter amounts greater than $500 when that is there limit and they know it wont go thru.  You think they would not want to add to the amount of customer issues ?

[damavox]

ursay,
          i have sent bitinstant and you all my order details. paid using zipzap, when i contacted support i even through in my btc wallet address  and i still have not seen a result even after i completed a different set of instructions each to get this resolved. what is going on?

4/7 : Cash deposit, zipzap confirmed bitisntant has my money. nothing received

4/8 : Was told order was manually pushed, nothing received

4/9: Was told i would be on the 4/10 support list, still nothing received

4/10: Was told to send you my email address still nothing received.

4/11: Was told to use bitinstant.com/contact, created a support tickey,again also included not only my zipzap order # but also my btc address. Used bitfloor to make another deposit got instant results.

4/12: Nothing received

4/13: Nothing received

4/14: Asked you on the forums what was going on, was ignored and nothing received.

4/15: Making another attempt to contact you to find out what the problem is. zipzap has confirmed bitinstant has my money and susposely bitisntant now does "direct to BTC address deposit" so why am i still having to wait regardless of pushing my order through or not?

zipzap order #: 760496034
btc address #: 1ACVYW2pGxoB9Kf2oJQ9Qed7Pawp3FZu4t

[gf.ricardo]

paid 7 days ago

several messages sent to bitinstant support with all my info

still no contact from bitinstant and no money on mtgox

ZipZap: 575120027
Ebanx: 158985
Quote ID: a8eb5124-a9f5-4bd2-91fd-b088d51e4d0c
Event ID: e4413c13-c926-41c8-bcd2-b12dbb7a9ea4
mtgox: M23385694X

[evilzpet]

I need help from a Bitinstant representative please!  I made two $500.00 cash desposits 8 days ago (4/7), received nothing, and have been unsuccessful in communicating with Bitinstant over the issue.  HELP!

[donkeybozo]

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

63+ hours now

Have you logged your issue thru bitinstant.com/contact ?

I did Friday

73+ hours

[URSAY]

Morning everyone!

We fixed a good amount of issues last night with Gox codes.  We still have some users which need a resolution for whom we need your Gox acct. #.  If you fall into this category then you should of received an email asking for this info.

I will probably looking further into some logged price execution issues as well.  I will likely be asking for users with this issue to tell me exactly what they are owed and the Bitcoin address to send the funds to.

I believe we will be finalizing our move to the new customer support software THIS WEEK.  This should help us all get on the same page and clear out some back logged issues much faster.

I'm now going back into the forum thread and PMs to answer your questions!

Now let's solve your issues!  

[URSAY]

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

63+ hours now

Have you logged your issue thru bitinstant.com/contact ?

I did Friday

If you logged your issue at bitinstant.com/contact then you should of received an automated email which let's you know that our CS reps are working on your issue.  Can you supply me with your Gox acct. MX # ?

[URSAY]

URSAY, have those Gox codes begun to go out yet?
Are they going out in order of when the order was placed?

Please identify yourself by email as that's how we have logged these issues.  I can let you know your status once you provide this info.

[URSAY]

ursay,
          i have sent bitinstant and you all my order details. paid using zipzap, when i contacted support i even through in my btc wallet address  and i still have not seen a result even after i completed a different set of instructions each to get this resolved. what is going on?

Did you log your issue at bitinstant.com/contact ?

Did you receive an automated email which stated that your issue was logged and our CS reps were working on it?

[URSAY]

I have received nothing after 60+ hours. I submitted a ticket to support on Saturday.


Order: 8220533f-76bb-4b3f-965d-eca8d0547b6e
Amount: $500.00
Date: Sat Apr 13 02:59:11 2013

https://www.bitinstant.com/order_status/8220533f-76bb-4b3f-965d-eca8d0547b6e

Please be clear about your issue.  The order ID you've provided is actually a quote ID.  If you've submitted your issue at bitinstant.com/contact then you should of received an email that states we have logged your issue and we are working on it.  Please be patient.

[URSAY]

@URSAY,

I have logged in the request at bitinstant.com/contact , but no person contacted me past 2 days. This is discouraging.

Can you please manually push my order(s) too?

https://www.bitinstant.com/order_status/b05bd112-a450-46af-bf6a-43f062b23a78
https://www.bitinstant.com/order_status/eaefb4e7-db15-4749-b7a7-839c95a78ae2

Its over 11 days now.

My first support ticket (after 1 day of placing the order) was NEK-JBDME-321 and second one (logged on Apr 13) without any ID (tough the email has a title with ID: 861406, which probably is NOT my support id)

If you submitted tickets thru bitinstant.com/contact then you should of received an automated email which states that your issue is logged and we are looking into it.  Is it possible you received any btce coupons?

[URSAY]

ursay,
          i have sent bitinstant and you all my order details. paid using zipzap, when i contacted support i even through in my btc wallet address  and i still have not seen a result even after i completed a different set of instructions each to get this resolved. what is going on?

4/7 : Cash deposit, zipzap confirmed bitisntant has my money. nothing received

4/8 : Was told order was manually pushed, nothing received

4/9: Was told i would be on the 4/10 support list, still nothing received

4/10: Was told to send you my email address still nothing received.

4/11: Was told to use bitinstant.com/contact, created a support tickey,again also included not only my zipzap order # but also my btc address. Used bitfloor to make another deposit got instant results.

4/12: Nothing received

4/13: Nothing received

4/14: Asked you on the forums what was going on, was ignored and nothing received.

4/15: Making another attempt to contact you to find out what the problem is. zipzap has confirmed bitinstant has my money and susposely bitisntant now does "direct to BTC address deposit" so why am i still having to wait regardless of pushing my order through or not?

zipzap order #: 760496034
btc address #: 1ACVYW2pGxoB9Kf2oJQ9Qed7Pawp3FZu4t

Thanks for providing info that allows me to try and help.  I've given your order another manual push based on the zipzap info you provided!  Thanks!

[URSAY]

update on my cash? its been more than a week since I logged my second issue. I first placed my order 16 days ago.

Just gave your order another manual PUSH! 

[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. 

@URSAY

Last night, shortly after you posted this, I received an email from Mandrik  :


"Sorry for the delay! I just manually processed your order, and you should receive your funds shortly. Thanks!

---
Sincerely,
Mandrik  "

I assumed it was in response to the fee refund you mentioned, but as of this morning I am still not seeing anything. I just wanna make sure I'm looking in the right place for the right thing. Can you tell me anything about this? Thanks

What is your email address?

[URSAY]

Hey, I made three orders to transfer to my mt gox account. Only three went through. I made a mistake when sending funds and misspelled my email. I also neglected to save the quote ID etc.
I DO have the receipt from wiring the money. including reference I.D. account number etc.

Providing any info is helpful.

Also logging your issue at bitinstant.com/contact will make sure that you are in our support queue.

[URSAY]

Mr URSAY

It ha :Ds been ONE WEEK since I made the payment, and so far it has not been co,pleted! I have already sent 2 e-mails, with NO RESPONSE!!!

How long will I have to wait ?(more?)

2 transactions throug ZipZap:
Zipzap Account : 258509702  and Account : 294136080

Please do answer

Just gave both of your orders a manual push!  Your may see some results shortly.  Thanks for providing your zipzap acct #s !

[Deadlock94]

CVS transaction on 4/3, support ticket list on 4/9, and as of this morning 4/15 I finally have my money in my Gox account. I'm allitle upset that bit instant still kept their fee. I still need compensated for the price difference, and I will be checking URSAY's sig in a sec to see how I should go about obtaining the difference. I will say after this experiance I will probably not be using bit instant anytime soon untill they have proven to get it together. But I will say it wasn't all their fault. MtGox had a hand to play in this as well. Basically every bad thing that could of happen, did happen. Unfortunate as that is it is going to hurt gox and bitinstant. I would like to thank URSAY personally, I have watched him get bashed for the last 2 weeks like all of this was his fault or something. He was literally the only person who was helping for the longest time, and although I am not pleased with the swiftness of my transaction still, you all should understand none of that is in his control. Thank you so much for all you have done with my order and everyone else's order URSAY. Everyone be polite and patient and your money will come.

[URSAY]

Mon Apr 8 14:08:27 2013

Quote ID    978de81f-b6bc-4b3b-8422-3a3ea3ee5852
Event ID    be464c1c-cc4c-4834-82e3-de3867c75218

Logged issue 2x on old support ticket
Logged issue 1x on new support ticket (bitinstant.com/contact)
Logged in 1 issue on reddit.com/r/bitcoin, with a comment response from user bitinstant
Logging in 1 issue on this forum.  

Its been over a week, and from what it seems like, it will be well over a month to see my money back.  

I just want to know how are you guys reimbursing your customers for the money and time lost?

You guys suck at what you guys claim to do.  I need my god damn money back.  

I'm sorry that you've had any problems.  We try not to suck.  I've just resolved your issue it seems. 

[URSAY]

1 week...



Really instant...

+1

 

No info.  Tough to help.