Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Still nothing, sent in a support ticket a few days ago and nothing
Order ID   cd3a1a03-fef7-4191-a8d3-8de427824125
Quote ID   de59cd1b-5e88-4f1f-8b62-b5704bcd28ea
Event ID   d4944f3b-824e-442e-bb8a-934a59819790

order is from april 9th. nothing has happened.

Can I just get the money in my paypal?

Where did you log your support ticket?

bitinstant.com/contact ?

Did you receive an automated response that shows your ticket was logged and we are working on a solution?

yes
days ago.

I am seeing an error on your order that I have not encountered before.  You will have to be patient as your solution will need to come thru bitinstant.com/contact

Thanks!

[URSAY]

It has now been 48 hours since my transfer.  No funds have appeared in my MtGOX  I have emailed twice and called- no response.   My info:

OrderID: 1d014168-c4d5-4eb8-9542-f5c4b9a9f09d
EventID: d2d3e37b-ac1e-4746-bf37-d4cc08faeb87

QuoteID: 941531f4-c2f7-46bb-bc28-8a043d394913
User: SYSTEM

Have you logged your support issue thru our main channel?

bitinstant.com/contact

[bitcoinplay]

After looking at these, thank god I din't use BitInstant!

[URSAY]

Apparently input my email incorrectly because I never received a receipt for the order by email (so I don't have the order #).

My order was in Sunday, funds sent Monday afternoon. I've submitted a support ticket (no response) and a support email (no response). For my full personal info, you can look at those requests, not gonna post it here, but I don't have an order #. Email is isaiah.everin@gmail.com.

MtGox gave me a number separate from my account number for your service, a number that's always worked before, but this time your service asked for it to start with M and end in X. Wasn't sure why, so I just appended that to the number I had. Apparently you needed this number: M70139749X, and I gave M139749X.

My ZipZap Info: Amount to Pay: $159.95, Account Number: 931322408

[edit] Oh, everyone is getting screwed out of their money lately. You guys should just halt operations if you have this many people's money sitting in limbo without any hope for retrieval since you have no actual support staff.

Thanks for your inquiry.  We logged new support issues everyday just as most tech companies do.  We also solve these problems on a daily basis.  It takes time to resolve issues when the customer has made an error on their order.

Have you logged your issue thru our main support channel?  bitinstant.com/contact

You can find your order ID and/or quote ID by going back in your browser history when you placed your order.

Thanks! 

[URSAY]

After looking at these, thank god I din't use BitInstant!

If you had used BitInstant I'd be here to help in near real time if you had an issue.  See if you can get that kind of service from many other exchanges. 

[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.

zipzap acct. #s ?

-Amount: $125

-ZipZap Account #: Account #
772420998

BTC Address: 1B5WMQX72V1CNRh6DoKEnK8znk9FkaSuUy

[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

Did you not receive an automated response which states that your issue is logged and we are working on a solution?  Have you checked your spam folder?

Yes, 6 days now. and yes I checked my spam folder.

If you try and log the issue again the system should tell you if it is indeed already logged so you can be confident it's in our queue. 

I understand that  , however it has been 6 days now since I opened this ticket, regardless of how much "backlog" you have, this is unacceptable.
My issue was a simple Gox -> PayPal, it should not take this long to resolve.

[URSAY]

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.

zipzap acct. #s ?

-Amount: $125

-ZipZap Account #: Account #
772420998

BTC Address: 1B5WMQX72V1CNRh6DoKEnK8znk9FkaSuUy

Do you have an order # or quote ID #?  Thanks. 

[URSAY]

Apparently input my email incorrectly because I never received a receipt for the order by email (so I don't have the order #).

My order was in Sunday, funds sent Monday afternoon. I've submitted a support ticket (no response) and a support email (no response). For my full personal info, you can look at those requests, not gonna post it here, but I don't have an order #. Email is isaiah.everin@gmail.com.

MtGox gave me a number separate from my account number for your service, a number that's always worked before, but this time your service asked for it to start with M and end in X. Wasn't sure why, so I just appended that to the number I had. Apparently you needed this number: M70139749X, and I gave M139749X.

My ZipZap Info: Amount to Pay: $159.95, Account Number: 931322408

[edit] Oh, everyone is getting screwed out of their money lately. You guys should just halt operations if you have this many people's money sitting in limbo without any hope for retrieval since you have no actual support staff.

Thanks for your inquiry.  We logged new support issues everyday just as most tech companies do.  We also solve these problems on a daily basis.  It takes time to resolve issues when the customer has made an error on their order.

Have you logged your issue thru our main support channel?  bitinstant.com/contact

You can find your order ID and/or quote ID by going back in your browser history when you placed your order.

Thanks!  

Browser history is on my phone, I don't have access to it -- does it matter? I gave enough information to access my order if you have a database of them.

Does this thread resolve any issues like the above? Do you have any idea how long this will take? It is a really simple issue to correct (2 numbers missing from an order in a database), and according to the posts in this thread, people are waiting over a week to see their money.

I need this money, I didn't think I was using a service that would hold my money for this long without a response (and probably won't be using the service again). If there's nothing you can actually do to help these issues, I don't know why Mt. Gox pointed me here.

You can see in just 1 page of posts that your support staff under bitinstant.com/contact don't respond to support tickets in a timely manner considering the volume of money they're moving. I've never seen a reputable site that is dealing with this volume of money take more than a day to fix an issue.

We did not make any error in your order which caused delay.  All issues take some time to resolve.  This is a thread for customer issues so that is why you see so many of them.  If you have submitted your issue to our main support channel then it is in queue and it will be fixed shortly.  Thanks for your patience.

[URSAY]

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

Did you not receive an automated response which states that your issue is logged and we are working on a solution?  Have you checked your spam folder?

Yes, 6 days now. and yes I checked my spam folder.

If you try and log the issue again the system should tell you if it is indeed already logged so you can be confident it's in our queue. 

I understand that  , however it has been 6 days now since I opened this ticket, regardless of how much "backlog" you have, this is unacceptable.
My issue was a simple Gox -> PayPal, it should not take this long to resolve.

If I were able to fix your issue right away then I would.  Unfortunately I can only escalate these issues to level 2 support which can resolve your issue.  Submitting your issue at bitinstant.com/contact assures that you are waiting to be served in our support queue.  Thanks for your patience and I hope we are able to provide you with a solution soon.

[andrewb]

Apparently input my email incorrectly because I never received a receipt for the order by email (so I don't have the order #).

My order was in Sunday, funds sent Monday afternoon. I've submitted a support ticket (no response) and a support email (no response). For my full personal info, you can look at those requests, not gonna post it here, but I don't have an order #. Email is isaiah.everin@gmail.com.

MtGox gave me a number separate from my account number for your service, a number that's always worked before, but this time your service asked for it to start with M and end in X. Wasn't sure why, so I just appended that to the number I had. Apparently you needed this number: M70139749X, and I gave M139749X.

My ZipZap Info: Amount to Pay: $159.95, Account Number: 931322408

[edit] Oh, everyone is getting screwed out of their money lately. You guys should just halt operations if you have this many people's money sitting in limbo without any hope for retrieval since you have no actual support staff.

Thanks for your inquiry.  We logged new support issues everyday just as most tech companies do.  We also solve these problems on a daily basis.  It takes time to resolve issues when the customer has made an error on their order.

Have you logged your issue thru our main support channel?  bitinstant.com/contact

You can find your order ID and/or quote ID by going back in your browser history when you placed your order.

Thanks!  

Browser history is on my phone, I don't have access to it -- does it matter? I gave enough information to access my order if you have a database of them.

Does this thread resolve any issues like the above? Do you have any idea how long this will take? It is a really simple issue to correct (2 numbers missing from an order in a database), and according to the posts in this thread, people are waiting over a week to see their money.

I need this money, I didn't think I was using a service that would hold my money for this long without a response (and probably won't be using the service again). If there's nothing you can actually do to help these issues, I don't know why Mt. Gox pointed me here.

You can see in just 1 page of posts that your support staff under bitinstant.com/contact don't respond to support tickets in a timely manner considering the volume of money they're moving. I've never seen a reputable site that is dealing with this volume of money take more than a day to fix an issue.

We did not make any error in your order which caused delay.  All issues take some time to resolve.  This is a thread for customer issues so that is why you see so many of them.  If you have submitted your issue to our main support channel then it is in queue and it will be fixed shortly.  Thanks for your patience.

My order was messed up not due to an error of my own and I have been waiting 14+ days now.

[subnoxious]

Hello,

Here is my info, it's been over 2 weeks since I've had my funds... below is my order ID.  MTGOX said it was because I didn't use a redeem code when I was supposed to (in 24hr) and it got sent back to you and now my funds are in limbo.

Please help by emailing me back!

Thanks,

K

OrderID: c6c538d8-9a07-4aca-8b11-842bdc38454d

[URSAY]

We did not make any error in your order which caused delay.  All issues take some time to resolve.  This is a thread for customer issues so that is why you see so many of them.  If you have submitted your issue to our main support channel then it is in queue and it will be fixed shortly.  Thanks for your patience.

My order was messed up not due to an error of my own and I have been waiting 14+ days now.

Yeah, that was my point. When I see 5+ users saying they haven't had resolution in 6-14 days, I start to wonder if my money has been stolen. There's literally no way to contact the offices of this company -- I don't see URSAY saying anything other than "I can't help you, submit a support ticket," and no one is getting responses to support tickets.

 

Everyone should be getting automated responses to support tickets which states their issues are logged and our CS reps are looking into a solution.  When we need more info or we have a solution we will contact you.  Not all issues are the same so some take longer then others to resolve.  I'm sorry you issue has taken this long and I will see what I can do about pushing thru a solution.  Thanks.

[ormrotter]

My first problem has been solved but I was informed that I would receive my $ at the highest rate my btc would have been. After all the fees I received 422$ which would have almost doubled to 750$ at the height of the BTC bubble. If the full value of my btc is not received I will never do business with Bitinstant again. This is your guys fault and I demand to be compensated correctly for it.



OrderID: 5e7417b6-a905-4e61-89b3-78316e8ed5d2
EventID: 4cabe030-6c29-4f76-89b7-2f479d24945e
DestAccount: M24372891X
QuoteID: 14265ea6-a30a-491a-b061-0e8a92c2b745

[URSAY]

Hello,

Here is my info, it's been over 2 weeks since I've had my funds... below is my order ID.  MTGOX said it was because I didn't use a redeem code when I was supposed to (in 24hr) and it got sent back to you and now my funds are in limbo.

Please help by emailing me back!

Thanks,

K

OrderID: c6c538d8-9a07-4aca-8b11-842bdc38454d

What is your email address? 

[URSAY]

My first problem has been solved but I was informed that I would receive my $ at the highest rate my btc would have been. After all the fees I received 422$ which would have almost doubled to 750$ at the height of the BTC bubble. If the full value of my btc is not received I will never do business with Bitinstant again. This is your guys fault and I demand to be compensated correctly for it.



OrderID: 5e7417b6-a905-4e61-89b3-78316e8ed5d2
EventID: 4cabe030-6c29-4f76-89b7-2f479d24945e
DestAccount: M24372891X
QuoteID: 14265ea6-a30a-491a-b061-0e8a92c2b745

What is your email address?  What BTC address would you expect to be compensated at?  Have you looked at bitcoincharts.com to verify your price at time of execution?  What do you believe that price to be?  Have you seen the fees we charge that are listed at bitinstant.com?  Thanks for helping me understand your issue and how I can find you a resolution.

[Boo360]

Hey URSAY,  I made a BtC -> Email order and I got an email from coinapult saying bitinstant sent me $0.  Is this a bitinstant issue or Coinapult?


OrderID: a198683a-3faa-4c4b-894d-729c7a02b406
EventID: b5ec1596-dc95-484e-ac6a-1c35ff449c19
QuoteID: f5ac33b0-7e5f-46fb-baf5-74185f7deb65
User: SYSTEM
DestExchange: coinapult
eventtype: Order executed
EventSentAt: 1366155941.99
FundsSent: $72.0075 USD

I have seen this type of issue and I am unable to resolve it.  I don't know who's end it's on and I have to escalate these issues.  You would be best served thru bitinstant.com/contact

Thanks.

That's very sad to hear.  Last 3 transactions with BitInstant have had complications.  Thanks though!

[kmicro]

Still waiting for my funds sent on 4/7. I was supposedly on the 4/10 support list and contacted bitinstant/contact nearly 3 days ago.

My order is still loading....
https://www.bitinstant.com/order_status/b7a81fd5-487f-4a5e-a88e-1881b4b6c43e
Zipzap 518741228

Any update?

[meyoumeyou]

Can you please let me know whats going on with
Quote ID    129d1dc8-bcf2-4017-b09d-126496f4859e
Event ID    d85727c1-51ce-4179-8508-458cf23328da

[URSAY]

Still waiting for my funds sent on 4/7. I was supposedly on the 4/10 support list and contacted bitinstant/contact nearly 3 days ago.

My order is still loading....
https://www.bitinstant.com/order_status/b7a81fd5-487f-4a5e-a88e-1881b4b6c43e
Zipzap 518741228

Any update?

Just gave your order a manual push!  Please allow up to 24 hours for delivery.  Thanks for your patience.