Official Newbie BitInstant Support Thread (Active Customer Support)

[MMattLeeE]

Hello I made a deposit on April 12 for 500 dollars using a money gram at a Walmart
It has not arrived in my Mt Gox account.

I believe I am in the camp where I put the wrong exchange account number (the one listed by Mt gox to use in the 'add funds' page is different from the account number)

Quote ID   a18b37ff-443e-43a6-a4f2-e20cdaec1df4
Event ID   14864b51-4dbd-43c9-8d27-aed6e7422002

I have logged it through the main channel, bitinstant.com/contact but have yet to hear anything else from you.
I emailed charlie twice.
I have pm'd you on reddit with this information but I read that this would be a better means of getting your attention.
If you can take a look at my transaction that would be great. I can pm you my mt gox account number if need be. Thanks.

-Matt

Do you have an email that I can use to look you up in our support system?  Thanks.

yes MMattLeeE@gmail.com

I am not seeing you in our support system.  Please log your issue at bitinstant.com/contact so we can begin working on your issue right away.  Thanks.

I already sent one a while back but will log another right away. Thanks.

A problem. I just tried creating a new log and it states the quote ID has been already used. Like I said I already created a log in the past. Is there any other way you could help me?
Thanks again for helping.

[URSAY]

Hello I made a deposit on April 12 for 500 dollars using a money gram at a Walmart
It has not arrived in my Mt Gox account.

I believe I am in the camp where I put the wrong exchange account number (the one listed by Mt gox to use in the 'add funds' page is different from the account number)

Quote ID   a18b37ff-443e-43a6-a4f2-e20cdaec1df4
Event ID   14864b51-4dbd-43c9-8d27-aed6e7422002

I have logged it through the main channel, bitinstant.com/contact but have yet to hear anything else from you.
I emailed charlie twice.
I have pm'd you on reddit with this information but I read that this would be a better means of getting your attention.
If you can take a look at my transaction that would be great. I can pm you my mt gox account number if need be. Thanks.

-Matt

Do you have an email that I can use to look you up in our support system?  Thanks.

yes MMattLeeE@gmail.com

I am not seeing you in our support system.  Please log your issue at bitinstant.com/contact so we can begin working on your issue right away.  Thanks.

I already sent one a while back but will log another right away. Thanks.

A problem. I just tried creating a new log and it states the quote ID has been already used. Like I said I already created a log in the past. Is there any other way you could help me?
Thanks again for helping.

No problem.  Sorry for the run around.  We've just migrated to a new support system and we're still working out the kinks.  I'll manually add you to our system with the info you've provided and we'll start communicating from there.  Sorry for the delay and thanks for your understanding. 

[URSAY]

Sorry for the questions as I can see there are many people here with more pressing matters but my questions should be easy to answer.I attempted to process a transaction for cash deposit to Bitstamp and it gave me an error.Now I see that option is no longer available.Have you pulled support for bitstamp because of all the issues?Will it that option return?Are you just out of funds on Bitstamp?

                                                                                         Thank You, Eclipse81

Yes.  BitStamp has been pulled due to some technical issues.  Consider following @bitinstanthelp on Twitter.  We announced this earlier today... 

[MMattLeeE]

Hello I made a deposit on April 12 for 500 dollars using a money gram at a Walmart
It has not arrived in my Mt Gox account.

I believe I am in the camp where I put the wrong exchange account number (the one listed by Mt gox to use in the 'add funds' page is different from the account number)

Quote ID   a18b37ff-443e-43a6-a4f2-e20cdaec1df4
Event ID   14864b51-4dbd-43c9-8d27-aed6e7422002

I have logged it through the main channel, bitinstant.com/contact but have yet to hear anything else from you.
I emailed charlie twice.
I have pm'd you on reddit with this information but I read that this would be a better means of getting your attention.
If you can take a look at my transaction that would be great. I can pm you my mt gox account number if need be. Thanks.

-Matt

Do you have an email that I can use to look you up in our support system?  Thanks.

yes MMattLeeE@gmail.com

I am not seeing you in our support system.  Please log your issue at bitinstant.com/contact so we can begin working on your issue right away.  Thanks.

I already sent one a while back but will log another right away. Thanks.

A problem. I just tried creating a new log and it states the quote ID has been already used. Like I said I already created a log in the past. Is there any other way you could help me?
Thanks again for helping.

No problem.  Sorry for the run around.  We've just migrated to a new support system and we're still working out the kinks.  I'll manually add you to our system with the info you've provided and we'll start communicating from there.  Sorry for the delay and thanks for your understanding. 

Excellent. Thank you for that. When do you think I will hear back?

[URSAY]

Hello I made a deposit on April 12 for 500 dollars using a money gram at a Walmart
It has not arrived in my Mt Gox account.

I believe I am in the camp where I put the wrong exchange account number (the one listed by Mt gox to use in the 'add funds' page is different from the account number)

Quote ID   a18b37ff-443e-43a6-a4f2-e20cdaec1df4
Event ID   14864b51-4dbd-43c9-8d27-aed6e7422002

I have logged it through the main channel, bitinstant.com/contact but have yet to hear anything else from you.
I emailed charlie twice.
I have pm'd you on reddit with this information but I read that this would be a better means of getting your attention.
If you can take a look at my transaction that would be great. I can pm you my mt gox account number if need be. Thanks.

-Matt

Do you have an email that I can use to look you up in our support system?  Thanks.

yes MMattLeeE@gmail.com

I am not seeing you in our support system.  Please log your issue at bitinstant.com/contact so we can begin working on your issue right away.  Thanks.

I already sent one a while back but will log another right away. Thanks.

A problem. I just tried creating a new log and it states the quote ID has been already used. Like I said I already created a log in the past. Is there any other way you could help me?
Thanks again for helping.

No problem.  Sorry for the run around.  We've just migrated to a new support system and we're still working out the kinks.  I'll manually add you to our system with the info you've provided and we'll start communicating from there.  Sorry for the delay and thanks for your understanding. 

Excellent. Thank you for that. When do you think I will hear back?

I've already asked you for more info within our support system.  Let's continue the conversation there...  Thanks! 

[squishybearz]

I used your service today and i got my btc as soon as i made my payment.

[URSAY]

I used your service today and i got my btc as soon as i made my payment.

Hey thanks for your post!  I'm glad everything went smooth for you.   

[MMattLeeE]

Hello I made a deposit on April 12 for 500 dollars using a money gram at a Walmart
It has not arrived in my Mt Gox account.

I believe I am in the camp where I put the wrong exchange account number (the one listed by Mt gox to use in the 'add funds' page is different from the account number)

Quote ID   a18b37ff-443e-43a6-a4f2-e20cdaec1df4
Event ID   14864b51-4dbd-43c9-8d27-aed6e7422002

I have logged it through the main channel, bitinstant.com/contact but have yet to hear anything else from you.
I emailed charlie twice.
I have pm'd you on reddit with this information but I read that this would be a better means of getting your attention.
If you can take a look at my transaction that would be great. I can pm you my mt gox account number if need be. Thanks.

-Matt

Do you have an email that I can use to look you up in our support system?  Thanks.

yes MMattLeeE@gmail.com

I am not seeing you in our support system.  Please log your issue at bitinstant.com/contact so we can begin working on your issue right away.  Thanks.

I already sent one a while back but will log another right away. Thanks.

A problem. I just tried creating a new log and it states the quote ID has been already used. Like I said I already created a log in the past. Is there any other way you could help me?
Thanks again for helping.

No problem.  Sorry for the run around.  We've just migrated to a new support system and we're still working out the kinks.  I'll manually add you to our system with the info you've provided and we'll start communicating from there.  Sorry for the delay and thanks for your understanding. 

Excellent. Thank you for that. When do you think I will hear back?

Thank you for quickly addressing and solving my problem. My issue is resolved.

[Sentinelrv]

Are online bank transfers not allowed for US customers yet? I don't see the option in the drop down menu. I hate using moneygram at CVS. Their internet went down last time I sent money and I had to wait there 30 minutes to confirm the transaction went through. If it's not allowed yet, is there an ETA?

[mel2000]

Would a Bitinstant rep please take action on getting my refund? It's bad enough that my $2500 transaction on 04/20/13 (Order ID# cae140dd-5bd1-46e2-b392-51c5acbcac7a) wasn't automatically voided by exceeding the purchase limit, but I don't understand why it's taking Bitinstant so long to return my money. I've notified support both here and thru the Bitinstant contact support but no action has been taken to return my money or to give me an update on the status to correct the issue. I'm starting to feel worried.

Sorry for the delay with this one, mel2000. I can go ahead and push the funds through right now to the btc wallet you originally provided in your order. Just let me know if that's ok and I'll take care of this immediately.

Thanks for the intervention. Would it be possible to push tthe funds back to Dwolla?

We could potentially make changes to your order but it would further delay any resolution.

Thanks. But I don't understand how my cash can be pushed to a wallet that expects bitcoins.

[Cryptocables]

Are online bank transfers not allowed for US customers yet? I don't see the option in the drop down menu. I hate using moneygram at CVS. Their internet went down last time I sent money and I had to wait there 30 minutes to confirm the transaction went through. If it's not allowed yet, is there an ETA?

Moneygram is terrible. I feel ancient everytime I have to walk up to a counter with cash in hand as well to pay a bill. I always make fun of those people for not having the internet, but now that I have to do it sometimes with deposits it's like the walk of shame.

[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

I will reopen your issue and look at it again. 

any word on this?  thank you.

Your final refund was escalated on 4/22 and is now just waiting in queue for completion.  Thanks for your patience.

Ursay, I have not heard anything about this.  Nothing on the blockchain or at my address.  Nothing in my email.  Is it still in the queue?

[Gareth Nelson]

Are online bank transfers not allowed for US customers yet? I don't see the option in the drop down menu. I hate using moneygram at CVS. Their internet went down last time I sent money and I had to wait there 30 minutes to confirm the transaction went through. If it's not allowed yet, is there an ETA?

This all depends on getting the right payment partners, we're constantly seeking new partners for this very reason and will announce it when we have something like this available.

[URSAY]

Would a Bitinstant rep please take action on getting my refund? It's bad enough that my $2500 transaction on 04/20/13 (Order ID# cae140dd-5bd1-46e2-b392-51c5acbcac7a) wasn't automatically voided by exceeding the purchase limit, but I don't understand why it's taking Bitinstant so long to return my money. I've notified support both here and thru the Bitinstant contact support but no action has been taken to return my money or to give me an update on the status to correct the issue. I'm starting to feel worried.

Sorry for the delay with this one, mel2000. I can go ahead and push the funds through right now to the btc wallet you originally provided in your order. Just let me know if that's ok and I'll take care of this immediately.

Thanks for the intervention. Would it be possible to push tthe funds back to Dwolla?

We could potentially make changes to your order but it would further delay any resolution.

Thanks. But I don't understand how my cash can be pushed to a wallet that expects bitcoins.

We can't send cash to a bitcoin address but we can send bitcoins to a bitcoin address.

[FattyMoMatty]

Can you look at 89fc4c32-223a-4066-ac94-ea7cff68afbc.

It's been weeks and nothing from you guys.

[URSAY]

Are online bank transfers not allowed for US customers yet? I don't see the option in the drop down menu. I hate using moneygram at CVS. Their internet went down last time I sent money and I had to wait there 30 minutes to confirm the transaction went through. If it's not allowed yet, is there an ETA?

Moneygram is terrible. I feel ancient everytime I have to walk up to a counter with cash in hand as well to pay a bill. I always make fun of those people for not having the internet, but now that I have to do it sometimes with deposits it's like the walk of shame.

I can't completely agree considering the position I am in.

However, I will say that I have had my own difficulties with Moneygram at times.  One of those issues was trying to deposit two transactions which were the same amount.  The system saw it as a duplicate transaction and I had to wait 24 hours before depositing the 2nd transaction.  The solution is to vary the deposit #s so they are not seen as dupes.

Let's put it this way...bitcoin and all of it's learning curves teaches patience.  Does it not? 

[URSAY]

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.





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

I will reopen your issue and look at it again. 

any word on this?  thank you.

Your final refund was escalated on 4/22 and is now just waiting in queue for completion.  Thanks for your patience.

Ursay, I have not heard anything about this.  Nothing on the blockchain or at my address.  Nothing in my email.  Is it still in the queue?

I can look up a status on this if you provide me with your email.  Thanks.

[URSAY]

Can you look at 89fc4c32-223a-4066-ac94-ea7cff68afbc.

It's been weeks and nothing from you guys.

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

Please provide me with your email so I can check the status of your support issue in the queue.

Thanks.

[FattyMoMatty]

Can you look at 89fc4c32-223a-4066-ac94-ea7cff68afbc.

It's been weeks and nothing from you guys.

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

Please provide me with your email so I can check the status of your support issue in the queue.

Thanks.

shamehand@hotmail.com

And, yes, I've logged it there.

[URSAY]

Can you look at 89fc4c32-223a-4066-ac94-ea7cff68afbc.

It's been weeks and nothing from you guys.

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

Please provide me with your email so I can check the status of your support issue in the queue.

Thanks.

shamehand@hotmail.com

And, yes, I've logged it there.

We've migrated to new customer support software recently and it's possible that some issues we're not correctly migrated.  I'm not seeing you in our system.  Please log your issue again at bitinstant.com/contact or kindly give me all of your order details and email so I can add you to this system myself.  Thanks and I apologize for any delay.