Official Newbie BitInstant Support Thread (Active Customer Support)

[spiritglove]

Man I did their old so-called chat support, I did their new support, I have been on Reddit and here it has been 11 days now. I keep bringing it up, and nothing gets done

Loading

Order receipt

Order ID    815b80bb-a167-4274-a6a7-cc024000ae65
Quote ID    a5d8b4e4-6a15-412d-b16a-7090fc57f544
Event ID    f3f5f90f-eb95-41c0-8eef-2611bbcad27e
Fees (inclusive)    3.99%%
Amount you paid    $125.0 USD
Amount you will receive    $120.0125 USD
Destination exchange    Bitcoin Address
Destination account    1N4urTfHaZ3WgDmieANFB2Qzc7EYw4NG4k
Order event log
Timestamp    Event ID    Event type
Sat Apr 6 00:43:06 2013   f3f5f90f-eb95-41c0-8eef-2611bbcad27e   Quote for new transaction
Sun Apr 7 16:06:17 2013   e3c9b38c-4516-4442-a5d0-67a90f9225d1   New Order
Sun Apr 7 16:04:36 2013   6401146e-4ef4-4d39-a45c-7c2c6b6a35e3   Coinapult Order Loading
Sun Apr 7 16:09:35 2013   0b5e036a-2d0d-4e5f-aa75-b3186c1b5540   MTGox Order Loading


Why is my order still loading while orders that came after mine are being filled???

[rollingballs]

Usually my bitcoins appear within a few hours.  My girlfriend and I each submitted 2 orders yesterday and they have not shown up yet.  Please help. This is $1800 worth...I did log through the contact page

782aea26-103d-4cb8-a9ec-cb4d112777ba
80c8c340-67d3-4fc7-a029-fd228d2ede62
a0875c30-4b6f-433d-af32-973d0301d521
e7d3fa89-018e-436a-9a3a-ec8e10a4f9cd

Thanks

Still no bitcoins...

[haggady]

I'm on the 4/8 list and have been trying to stay patient. I haven't received any emails or pm's and didn't contact bitinstant through their support page, so I'm just wondering if my issue is with level 2 support or something? There's my Mt. Gox account since i never provided that before. Thanks!

Zip Zap Account #334717899      (payment confirmed)

Quote ID    74c415c4-ddfd-4cd8-9a37-2ed2408fc51f
Event ID    6e31cb2e-df7f-4401-b1dd-2d6cec563aa5
Destination exchange    MtGox
Destination account    M57147593X

Order event log
Timestamp    Event ID    Event type
Sun Apr 7 19:35:03 2013   6e31cb2e-df7f-4401-b1dd-2d6cec563aa5   Quote for new transaction

Gave your order another push. 

It's been a 10 day wait for me and my event log is still stuck at "Quote for new transaction".
https://www.bitinstant.com/order_status/74c415c4-ddfd-4cd8-9a37-2ed2408fc51f

I don't think I did anything wrong.

I received this info from ZipZap. Maybe it will help in some way

Merchant order ID
4cad1b9f-06fc-463c-92eb-cd532d4dc66d
Customer account ID
334 717 899
Payment code
15557068
Status
Paid
Amount
105.00 USD
Final full order amount
108.95 USD

http://media.tumblr.com/tumblr_mcmkx2dIvn1qm7wlm.gif

OH NO!!!  I must save the baby that is getting rained on! 

I just gave your order a manual push.  If you don't see any resolution in 24 hours let me know.

Still haven't seen any updates   
  I appreciate the pushes though   

[Maged]

Here's one that wasn't posted here:

Same here.

I transfered 500 USD with bitstamp code to bitcoin address, and had an error coupon code but they take the money !!!!

Order ID   34e7cb04-0bde-485b-9167-0e25f2c1fbd9



What the hell is going on with this service seriously ?

[hojo]

Shame on you for letting them steal from you 3 times. If i was a merchant and ripped you off would you buy from me again? If so let me know I will join Bitinstant and scam you as well.

How's your jump to conclusions mat working out? You dolt, bitinstant is the only way for me to obtain bitcoins without having to deal with a very long wait time and invasive verification processes.

Actually dolt that is not true. It may just be the only way you know of without the invasive verification process but there is a better way. Keep giving Bitinstant your business though. That seems to be working out ok.

[seff]

Resolved

[Oyarsaskin]

RESOLVED


Had a problem transferring funds from Dwolla to BTC today and Rachel processed and fixed my issue within 5 hours.  Thanks!

[URSAY]

Hello,

Tried to test exchange using $20 on btc-e to transfer it to mtgox and while waiting i have seen these messages from service

Timestamp    Event ID    Event type
Sun Apr 14 23:17:26 2013   xxx   Quote for new transaction
Sun Apr 14 23:18:02 2013   xxx   New Order
Sun Apr 14 23:16:19 2013   xxx   MTGox Order Loading
Sun Apr 14 23:16:20 2013   xxx   BTC-E coupon deposited at BitInstant account
Sun Apr 14 23:31:17 2013   xxx   BTC-E coupon deposit failed

As stated above i see "BTC-E coupon deposited at BitInstant account" but no funds on mtgox...
I haven't received mtgox funds yet and btc-e coupon is not working (already used) - tried it after failure of bitinstant system.

Reply from customer support:
"I would recommend creating a new order with a new coupon. Better luck next time!"

"Better luck next time" ? :-) is this a lottery or i am missing something?

Sorry for your troubles.  Where did you get that customer service response from?  We are working to make sure that all of your service issues are properly logged thru bitinstant.com/contact

Do you have any order info I can take a look at? 

[URSAY]

Please help me.  I just deposited all my money to wal-mart doing a moneygram to my bitinstant email and I sent it to the wrong email...  The email I meant to send it to was just made today, and instead of it having .com (domain) at the end like most emails, it has .fr  (france) and I wasn't aware of that.  So I sent it to a non-existant .com email instead of my .fr email. 

I sent a message via the contact us tab on the bitinstant website, but I am worried of how long a response will take, and I really need to get this solved TODAY.  Please and a future thanks

Please be aware that input errors in your order can delay your order.  Please be patient while our customer support team corrects your order and sends it back thru the system.

You are in the support queue as long as you've logged your issue at bitinstant.com/contact

Thanks for your patience.

I appreciated the quick response yesterday, but nothing is happening with my order.  The only email I recieved from you guys is the email confirming my issue.  All that needs to be done is to send my bitcoins to the correct email, it shouldn't take this long.  My event ID is 2b5f7982-dce9-4e61-a664-60d18225c286 but I can't see my order ID on the page just my event and quote ID.
Please get these bitcoins to me in a few hours. 

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

This puts you directly into our support queue where our support team is able to work on your issue and try to provide you with a solution!  

What's your zipzap acct. #?

Yes I sent it directly 24 hours ago.  I just tried sending a new one but it wouldn't let me cause I sent it yesterday and it's the same order id.
I don't know if I have a zipzap account number but the refereance/refereal number is 948986614

Do you have any other info about your order?

[skyhenge]

hi charlie,

my deposit - was sent to the wrong mtgox acct number as per the email i got the same day.

order id is a4c81489-5c9b-43bb-8556-7232450475f8

they need to add another 3 between the other two threes on my mtgox acct number to correct it

thanks!

Have you filed a support ticket thru our main channel?

bitinstant.com/contact

What is your Gox MX acct. #?

yes, i did file the online form the same day..

M03338532X is the proper number for me - the account my deposit was evidently sent to was M0338532X

thanks for your prompt response!   

Hi again,

just got this email this evening:

Hello Michelle,

I'm showing the funds were deposited into your Mt.Gox account, M0338532X, Apr 13 2013 22:45. Hope that clears things up!

---
Sincerely,
Mandrik


so even though I have explained this numerous times how the account was not my account number, which I copied and pasted from Mt. Gox, btw, I get the response from someone who did not evidently bother to look at the reason for the support ticket.  

 It appears that people are not paying attention.  

Can something be done?

thanks

[URSAY]

Sent the moneygram to zipzap at about 8:30 p.m. on Tuesday the 16th and my funds still havent been deposited in my blockchain wallet. I got an email from zipzap saying the received the payment. I got an email from bitinstant apologizing for the back up and said that if it took over 24 hours to resolve that it would be made a priority, but its now been 2 days and I don't have much fingernail left to bite.
Quote ID: fea92563-7cee-43a3-b8a0-460c30b77e22
Event ID: a5b64d4e-a23b-4c45-9ab3-5e02fedc6313

Please help? D:

This type of issue would be best resolved by going thru our normal support channels...

bitinstant.com/contact

I am hearing the queue is disappearing so many are seeing much quicker resolutions.  

[URSAY]

My issue is now solved and I am content. Thank you Urslay and those at Bitinstant that worked to resolve my issue.

It's great to hear your issue was resolved.  If I remember correctly it was a long one.  I apologize for the troubles and delay.  As we improve and grow I hope you will consider us in the future. 

[URSAY]

Money was deposited and was on my Gox account when i got home. Everything worked out this time. thanks!

Nice!   

[URSAY]

Ordered two days ago. No confirmation email and no funds deposited yet.

QuoteID: 838e5efb-d66f-4425-8c99-266eb0e5eee6

Could i just cancel that order and try again? Thanks.

Have you tried bitinstant.com/contact  ?

I am hearing that the wait times for support resolutions have improved a great deal. 

[URSAY]

I submitted a ticket on April 11th and I still haven't heard back from your support staff. What gives, ursay, I thought I just had to be patient?

April 2nd
Funds sent (after both fees): $303.39 USD
Received: $267 USD
Missing: $36

April 10th
Funds sent (after both fees): $302.43 USD
Received: $164 USD(!!!!)
Missing: ~$138
You charged me $214 for coins that were trading at $116. I remember checking bitcoinity directly after placing the order on bitinstant. It was not $214 then and it wasn't $214 when I paid through moneygram. You straight up stole half of my money in this instance.

April 12th
Funds sent (after both fees): $451.27 USD
Received: $361 USD
Missing: ~$90
Bitcoins were trading for $105 when I paid for this order, you charged me a rate of $128 per coin. This was the only order that mattered, you guys really fucked me on that one.

Look, I've laid it all out for you, I can prove that you guys have taken hundreds of dollars from me. Can you just give me my money?

You logged all 3 of these in one ticket?  Have you verified your execution prices at bitcoincharts.com ?

[URSAY]

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.

Have you logged your issue at our main support channel?

bitinstant.com/contact ?

Yes. I first contacted bitinstant about this 2 days after the transaction was meant to go through, and it has been 2 solid weeks since then. I have sent 2 separate inquiries, one by email, the other through the support channel, and neither has been addressed.

It looks like you may of been issued a Gox coupon.  Did you ever try redeeming it at Gox?

As I wrote in my first post, mtgox said bitinstant recalls them after 24 hours. I have tried it and it does not work. I need another code emailed to me, or I need these funds manually deposited into my mtgox account as they were slated to have been when I made my order over 2 weeks ago.

Great!  Thanks for helping me learn more about your issue so I can try and help resolve it!

I now need your email address, Gox MX acct. #, and order ID # so we can cancel your coupon and reissue your order directly into your Gox acct.  Thanks!

ok here is that info

email address: AgentDaleCooper@tormail.org
mtgox acct #: M41251076X
OrderID: 9b6b957d-40de-41f6-a17e-8bed5be2ba2c

I've escalated your Gox coupon reissue.  Thanks for the info! 

[URSAY]

order placed on tuesday 4/16 via cash to bitcoin address money never came through zip zap said its was your fault im getting screwed here please help me out asap, ive also been hearing horror stories about people not getting the correct amount back i would like for that problem not to happen as well.



Merchant order ID
899f7d77-40a0-4756-aca2-5f785ab3fc29

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

Once you log you issue here it will go directly into our support queue. 

[kstepyra]

Hello,

Tried to test exchange using $20 on btc-e to transfer it to mtgox and while waiting i have seen these messages from service

Timestamp    Event ID    Event type
Sun Apr 14 23:17:26 2013   xxx   Quote for new transaction
Sun Apr 14 23:18:02 2013   xxx   New Order
Sun Apr 14 23:16:19 2013   xxx   MTGox Order Loading
Sun Apr 14 23:16:20 2013   xxx   BTC-E coupon deposited at BitInstant account
Sun Apr 14 23:31:17 2013   xxx   BTC-E coupon deposit failed

As stated above i see "BTC-E coupon deposited at BitInstant account" but no funds on mtgox...
I haven't received mtgox funds yet and btc-e coupon is not working (already used) - tried it after failure of bitinstant system.

Reply from customer support:
"I would recommend creating a new order with a new coupon. Better luck next time!"

"Better luck next time" ? :-) is this a lottery or i am missing something?

Sorry for your troubles.  Where did you get that customer service response from?  We are working to make sure that all of your service issues are properly logged thru bitinstant.com/contact

Do you have any order info I can take a look at? 

Yes - i used this contact form. I see you replied today from customer support service that you investigate this further now, i hope to see dollars soon on my btc-e or mtgox acc additionally pming you details of order

[kstepyra]

Hello,

Tried to test exchange using $20 on btc-e to transfer it to mtgox and while waiting i have seen these messages from service

Timestamp    Event ID    Event type
Sun Apr 14 23:17:26 2013   xxx   Quote for new transaction
Sun Apr 14 23:18:02 2013   xxx   New Order
Sun Apr 14 23:16:19 2013   xxx   MTGox Order Loading
Sun Apr 14 23:16:20 2013   xxx   BTC-E coupon deposited at BitInstant account
Sun Apr 14 23:31:17 2013   xxx   BTC-E coupon deposit failed

As stated above i see "BTC-E coupon deposited at BitInstant account" but no funds on mtgox...
I haven't received mtgox funds yet and btc-e coupon is not working (already used) - tried it after failure of bitinstant system.

Reply from customer support:
"I would recommend creating a new order with a new coupon. Better luck next time!"

"Better luck next time" ? :-) is this a lottery or i am missing something?

Sorry for your troubles.  Where did you get that customer service response from?  We are working to make sure that all of your service issues are properly logged thru bitinstant.com/contact

Do you have any order info I can take a look at? 

Yes - i used this contact form. I see you replied today from customer support service that you investigate this further now, i hope to see dollars soon on my btc-e or mtgox acc additionally pming you details of order

Nvrmd - i see cash is on gox - Fri Apr 19 02:15:33 2013   xxx   Manual transfer created

Thank you very much!
How fast you think your system will serve next orders? Problems like mine still persists? it will be fixed soon?

[gf.ricardo]

quote id: 1074d68f-0070-4d71-9bff-287d7fddb169
event id: 6c05b73d-321b-4968-b7a2-0ff9590fdfd7
ebanx: 176989
zipzap: 898065388
MTGOX: M23385694X