Official Newbie BitInstant Support Thread (Active Customer Support)

[Katnip]

I went to Moneygram on April 7 & made a deposit to my account, I got the ZipZap confirmation/receipt via email, but never the Bitinstant, and I still have not received the coins.

Do you have any info about your order?

I have the receipt from Wal-Mart/Moneygram & 2 of the ZipZap emails.

[wtrispsn]

I have been waiting ~72 hours for my payment to go through. I contacted customer support ~60 hours ago and haven't received a response. Zipzap says the payment has gone through successfully:

Email: wtrispsn (at gmail)
Order ID   3c322204-1a12-4685-917c-e932f8a72d0a
Quote ID   ?
Event ID   ?
Fees (inclusive)   3.99%%
Amount you paid   $203.95 USD
Amount you will receive   $200.00 USD
Destination exchange   MtGox
Destination account   M80380513X

Zipzap ID: 499 723 112

There was some confusion entering the destination account when I initially made the order, but I promptly contacted support via the website about the mistake. Can I get some help correcting the destination account and getting my order pushed through? Thanks!

Did you log your issue with our main support channel?  bitinstant.com/contact

Did you receive an automated response that stated we have logged your issue and we are working on a solution?

I did do both of the above, but I hope you can understand my concern as a first-time customer with depositing a sum and not receiving any acknowledgement besides automation for multiple days (the website claims that most transfers will be done in minutes, and if not, then they will be completed within 24 hours).

I realize that using the Mt.Gox account name instead of the account ID is my fault and is most likely the cause of this, but, in my defense, Mt.Gox says that the account name is acceptable.

Might I suggest adding some validation to this field on your order page? An input mask and a regular expression on the "Mt. Gox account ID" field would go a long way towards rectifying this problem.

Thanks

I believe our site lists the MX number as preferred right on the front page.  No worries though.  We will fix your issue!  Thanks for your patience!

You guys fixed that fast! Great support, will use again! Thanks!

[Vict0ar]

rstephe / mwp / Vict0ar / mroth7684

You should see a resolution today on your price execution issues.  

I received .4 more BTC.  That gives me a price of $476.257605/(.4 + 3.70151298) = $116.117541825 per bitcoin.

I made this purchase on the april 12 2013.  04/12/2013.  at 1:35 PM Eastern Standard Time.  The MtGox chart uses UTC, which is 4 hours ahead, so it correlates with 18:35 MtGox time.  The purchase was processed by ZipZap at 2:21 EST, which is 19.21 UTC.  

Over this time, it was never near $116 per bitcoin.

The high for the 18:00 UTC hour was 89.7.  The high for the 19:00 hour was 95.89.

https://i.imgur.com/y9pRP1T.png

https://i.imgur.com/emm2AIV.png

So, I am clearly still owed money.  You said earlier that the price was based on when the order was placed which would make the MAX price for me at $89.7 per BTC.  

$476.257605 / 89.7= 5.30944933 BTC
I have been paid 4.10151298 BTC.
So I am still owed, AT LEAST, 5.30944933 - 4.10151298 = 1.20793635 BTC

I really have no idea how the research team came up with the price it did.

https://bitcointalk.org/index.php?topic=128314.msg1846111#msg1846111

[sjruckle]

Everyone: My order was finally completed sometime today, resulting in a turn-around time of about 13 days. I did the cash -> address method. While I'm glad I got my money, I'm still pissed off at BitInstant. There don't seem to be any alternatives (yet) so I guess I'll wait a few months before trying their services again.

BitInstant: Fix your shit!

URSAY and other support staff: Thank you.

[Epicblood]

It's been 5 days with no reply from BitInstant in regards to the ticket I created through your new contact page.
Would like this fixed ASAP.
Thank you
OrderID: 0cc1b652-da77-438e-9192-d1aa5d81e62a
EventID: d5145f94-c0df-41ff-b8e3-874b2133df3d
QuoteID: 7ed558b9-4236-417b-8008-16547b02d97a

[bcn00b]

Please return my funds to me asap by bitstampvoucher by email, the order failed and now my funds are stuck in bitinstant, I want them back instantly like you promised!

Order ID   d3f7ed17-dee4-44b7-b1c2-c1051c2da778
Quote ID   c6f04d31-8a4e-427b-96a9-45d51637b929
Event ID   1ceeb5a5-a9bc-4a66-8676-1bc0ce587e2b

[AgentDaleCooper]

I was just told by MTGOX that after 24 hours, bitinstant recalls the mtgox codes to their own account, and so the code that was emailed to me did not work. I made a deposit on 4/3/13 and it has still yet to show up. here are my details:
 
OrderID: 9b6b957d-40de-41f6-a17e-8bed5be2ba2c
EventID: cddd62bf-4456-4b48-a1f0-575a01a7c26d

any help would be greatly appreciated as this is 500 dollars i can't afford to lose.

thanks.

[pilotbo]

URSAY ITS BEEN 10 DAYS. THIS IS UNACCEPTABLE- WHAT IS GOING ON???
"MTGOX ORDER LOADING" SINCE THE MOMENT I ZIP ZAPPED THE FUNDS>

 I DEMAND AN UPDATE


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


 

This whole operation should be ashamed. What a joke of a name "BitInstant" my ass

[btchaver]

A MONTH AND A HALF AND NOTHING YET PRICE HAS PLUMMETED AND STILL WAITING FOR SOMETHING AND THE CODE I WAS GIVEN DOES NOT WORK HERE IS THE INFORMATION FOR THE FOURTH TIME AND STILL NO MONEY OR RESPONSE FROM BIT INSTANT.



OrderID: 67b2c5b3-bf93-43bb-88bb-4da93a207047
EventID: c18e885e-ca0a-4aea-ba74-5471c5313e68
DestAccount: 16QH1HKxceUFUAmpz7iSNrtCby3qxEmqkQ
QuoteID: c14a737d-9d41-48ff-9997-798dc956a800
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1364389981.14
APIResponse: MTGOX-USD-283LM-YXGDT-63XYS-B6622
FundsSent: $480.05 USD


PLEASE SNED ME MONEY THAT YOU HAVE LOST SO FAR ALSO CONSIDERING I LOST LIKE 300 PERCENT OF THIS WHILE THE BTC MARKET CRASHED AND YOU STILL HAVE NOT RESPONDED TO THIS CLAIM.  ARE YOU EVER GOING TO REFUND IT ?

[endlessdark]

7 Days and counting...

[seff]

Resolved

[hojo]

It's hard to believe this is still going on and not fixed yet. Is Bitstamp going to be added back to Bitinstant and are transactions being processed without issue now?

[spacebar69]

what the fuck bit instant!
why do you have to scam people?
you really don't make enough money already?
 bitinstant stole 2 496$ zip zap orders from me and refuses to respond it has been 11 days!
all they do is give you a message saying they will take care of it and never do! im going to have to join the "bitinstant is a scam" movement
trust me I wish it wasn't true but it is

[spineli35]

this is what yall sent me last week but i still have yet to receive my funds... can you please manually send those funds?

[mcb1221]

This seems to be the place where things get done. Will you please look into my order, it is showing as order complete and Order executed - funds deposited at remote exchange but if you check bitchain.info you will clearly see that the transaction did not occur, the order complete is what worries me the most

Your order status
Order completed

Order receipt
Quote ID   4b1c4bea-aaec-48ff-ba6f-73c443ef6cf2
Event ID   f22064a3-1f18-4629-b9d2-1af263618865
Fees (inclusive)   3.99%%
Amount you paid   $20.0 USD
Amount you will receive   $19.202 USD
Destination exchange   Bitcoin Address
Destination account   1LPCH1oS3aphfAT43hAbiQ426WEEVfDp9h

Timestamp                           Event ID                                                  Event type
Tue Apr 16 08:21:18 2013   f22064a3-1f18-4629-b9d2-1af263618865          Quote for new transaction
Tue Apr 16 09:15:31 2013   6299a835-25e5-4f73-b1b8-3dacc7b386af          New Order
Tue Apr 16 09:16:48 2013   0b9317d8-c665-4d6c-8a68-a94ded9270d3   Order executed - funds deposited at remote exchange

[mcb1221]

This seems to be the place where things get done. Will you please look into my order, it is showing as order complete and Order executed - funds deposited at remote exchange but if you check bitchain.info you will clearly see that the transaction did not occur, the order complete is what worries me the most

Your order status
Order completed

Order receipt
Quote ID   4b1c4bea-aaec-48ff-ba6f-73c443ef6cf2
Event ID   f22064a3-1f18-4629-b9d2-1af263618865
Fees (inclusive)   3.99%%
Amount you paid   $20.0 USD
Amount you will receive   $19.202 USD
Destination exchange   Bitcoin Address
Destination account   1LPCH1oS3aphfAT43hAbiQ426WEEVfDp9h

Timestamp                           Event ID                                                  Event type
Tue Apr 16 08:21:18 2013   f22064a3-1f18-4629-b9d2-1af263618865          Quote for new transaction
Tue Apr 16 09:15:31 2013   6299a835-25e5-4f73-b1b8-3dacc7b386af          New Order
Tue Apr 16 09:16:48 2013   0b9317d8-c665-4d6c-8a68-a94ded9270d3   Order executed - funds deposited at remote exchange

Thank you Bitinstant, Just noticed that the issue was resolved just prior to my post here

[rdnkjdi]

How much lag time is there between the time the transaction begins and ends - and does it use the current market price for bitcoins?

[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

URSAY,

    I was exchanging pm with you, but I'll just post my email here.   Jewce30@yahoo.com.  This is in regard to :  OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9
   You were escalating a refund for bitinstant fees attached to this order. I received the above email from mandrik last night saying my order was processed. I assumed it was the refund, but have not received anything. You asked me for my email address so you could look into it. I hope I've given you the necessary info. Thank you very much for the effort.

Thanks for providing useful info!  What BTC addy would you like your funds sent to?  Thanks! 

1DVtcrbeadE4TtQGUpKGXhPu3iggwiYXNz

Thank you URSAY  !!!

Got it ty!

HI URSAY,
  Not a complaint here, just more of an FYI. The refund has not found its way to me yet. Just wanted to keep you posted on it and keep myself on the radar. I know you folks are very busy. Thanks again.

These price execution issues take time to research.  Thanks for being patient. 

Thanks dude. But just to be clear, it's a fee reversal and not a price execution issue.

Currently anytime we are asked for a refund of any type I log them under the same list. 

[URSAY]

Waiting on some support for my BTC -> Email transfer.  Email says BitInstant sent 0btc worth $0.  Good times.  3rd Issue with BitInstant.

Have you logged your issue thru our main support channel?

BitInstant.com/contact ?

[URSAY]

It's been 9 days.
Come on BitNotSoInstant.

Do you have any order info? 

Been on the 'support list' for 7 days. No update and no response from staff.

Quote ID
1134b80a-7847-42f4-8923-746f9e9bf61a
Event ID
80a38fdb-be1e-4769-a220-58a3be8b062a
Fees (inclusive)
3.99%%
Amount you paid
$300.0 USD
Amount you will receive
$288.03 USD
Destination exchange
Bitcoin Address
Destination account
1AB4tm4y6fVPuvbWbdvoBXZLGGWn4hpECt
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Have you logged your issue thru our main support channel?

bitinstant.com/contact

This adds your issue to our support queue and assures you will receive the quickest solution.