Official Newbie BitInstant Support Thread (Active Customer Support)

[bonedatul]

I've used the BitInstant services at least over 15 times using the Cash Deposit option and this is first time this has happened. Frankly as a customer I'm really disappointed and the lack of communication is appalling especially coming from a business that should be following certain protocols to handle influx of tickets that have been left unattended. While there continues to be a rise in complaints and frustrations nothing seems to be accomplished. I've made 2 tickets just to see if I would get different response and all I got was a copy and pasted answer thats being spammed to all other customers with similar issues. I been browsing the internet the past 2 days waiting to see if anyone has been funded their correct amount and I haven't found a single person that did a cash deposit and their Mt.Gox account was funded that amount. Seriously BitIstant I'm shaking my head right now this is damn nightmare for everyone and I don't see it stopping anytime soon. I will be requesting a refund from ZipZap until you pull your shit together. Spend more development time working out all the bugs before you launch a new website.

[Izzy]

I've used BitInstant about thirty times since January.  Usually $500, Moneygram from Walmart, sometimes Dwolla, through Zip Zap through BitInstant to my Mt.Gox account.  Mostly it goes through within an hour.  It was stuck for several hours a few times.  The longest was a day.  

I've had good service from Yankee/Charlie here on the forum, or directly through email.   I've never lost money to Bit Instant.

Looks like they just made a major upgrade, and there's some hiccups. They've always been solid, and looks like they are trying to upgrade right now.

Izzy/Steve

Using the email us option opens a support ticket

You need to step up and put a statement on the top of the page, specifically addressing what you are doing to fix the failed payments, and the compensation you plan to offer your customers.

I've gleaned the following from your support staff by reading through the many complaint posts on Faceboook:

"We're in the process of getting the system ready to start processing each order.

We're working on getting through the back log, we just have to get the OK from our developers to go ahead and start processing them. The ones from yesterday will need to be manually processed when we are able to."

In other words, you don't yet have a fix for the failed payments, and have not started the actual process of correcting them.

Man up, do the right thing, and make a public announcement! You owe it to your customers at this point.

Furthermore, I do NOT appreciate your "customer service reps" implying that us complaining about a service that has been broken for days is hindering their work. Maybe if you made a meaningful statement, people would back off the complaining a bit.

People can be understanding, but not if you keep them in the dark and feed them BS.

Lmao i mean for real....I feel like a mushroom...get fed shit and kept in the dark!!!  I totally agree with that statement.  A lot of new and old customers are hoping that this business is going to be speedy and great, but open your eyes people and quit hoping everything will be ok with your money and do something about it.  They have cut off Q&A, they are being caught in lies, they are even blaming their customers, they are still accepting new orders on a system that doesn't work (The newb with one post from bitinstant dont count), smells like a duck, quacks like a duck....its a duck!... Smells scandalous, looks scandalous, yep its scandalous!!!!  Haven't we all seen enough business "Crown Legitimate in the bitcoin community" turn around and take our money.  How many times does it have to happen before you say no more excuses and take action.  Start emailing ZipZap and all the other processors through bitinstant...don't sit back and wish for a wonderful quick outcome...its not going to happen.

[Blythe]

Mostly I read are members buying of bitcoin from them,  do buy our bitcoin and exchange to $

[J98]

I cant believe they haven't even began the process of manually processing the orders. They said they are "waiting for the go ahead from the dev team" . So they have LITERALLY been doing nothing this whole time.

When asked when it will be fixed we are told to be patient

when asked what compensation they will provide they remain silent

are they even going to honor the original price, the price has gone up a couple of dollars per BTC since I sent my money. 

[2xchapter]

Yankee

Please Help! Bitinstant received payment successfully but Transaction Failed?

Reference # db6d600b-0c4a-47c7-9da2-44e9415356f6

Thanks Yankee

[malexpeterson]

BitInstant

Yesterday near New York, NY.



We're happy to announce that our new website is now live and cash deposits are turned back on! Again, we apologize for the inconvenience and thank you for your patience. Things don't always run smoothly when implementing new technology with third-party providers involved, so thanks for standing by!


I still have not seen my coins:(

06/11/13 13:05 4f0cd68e-16b9-4320-a779-3b5b189d1577 Local Cash Deposit (700k Locations) $115.21 pending

Please help!  Thanks!

[Gareth Nelson]

Made a deposit for bitcoins about an hour and a half ago at walmart to be deposited directly into my wallet and still nothing.  what's going on here? 

We have been trying our darnest to get them stop accepting those orders.  They are not being fulfilled currently.  Your money is going to bitinstant, but bitinstant is giving you anything.  You are probably like the 3000th person to get this done to them.  Read through the previous pages to see what you have been missing.  I say again to everyone, they are not going to give you your funds for a very very long time if ever....you only have a small window to file a refund through ZipZap who will refund your money to you.

Most current orders in fact are fulfilling correctly, orders from yesterday caught in the backlog are slowly retrying automatically or require manual intervention from our support team.

lockheedelectra: can you PM me with your order details so I can investigate what happened?

[yahaauser]

Can you please help me out with my order, I pmed many bitinstant ppl and filled out a log on the site. Please help us that are posting in the thread.

[Gareth Nelson]

Can you please help me out with my order, I pmed many bitinstant ppl and filled out a log on the site. Please help us that are posting in the thread.

I know this sounds like you're just being fobbed off, but have you got a support ticket open? Our support team will be running through the backlog via support tickets and of course fees will not be charged on the delayed orders.

[clint25n]

Amount to Pay: $503.95
Account Number: 803404557
 

[Nuro77]

I just did a new transaction, as guest.

The final "Submit Transaction Confirm your order" page with the "Place Order >" button does not re-direct to any quote, order-id, reference# pages like before. It just stays on the same page, and opens zipzap in another browser tab when the button is clicked. Is this normal? Or is something wrong?

All I have is a zipzap account number and wallet ID (account ID). Am I good to go?

[yahaauser]

Can you please help me out with my order, I pmed many bitinstant ppl and filled out a log on the site. Please help us that are posting in the thread.

I know this sounds like you're just being fobbed off, but have you got a support ticket open? Our support team will be running through the backlog via support tickets and of course fees will not be charged on the delayed orders.

Yes my ticket has been open for almost two days now! Can you please fill it.

[Gareth Nelson]

I just did a new transaction, as guest.

The final "Submit Transaction Confirm your order" page with the "Place Order >" button does not re-direct to any quote, order-id, reference# pages like before. It just stays on the same page, and opens zipzap in another browser tab when the button is clicked. Is this normal? Or is something wrong?

All I have is a zipzap account number and wallet ID (account ID). Am I good to go?

Once you get the zipzap slip that's all you need to complete the transaction, print it out and take it with you to your deposit location and keep note of all the details.

[yahaauser]

Has anyone thats posted in the pass 48 hours gotten a transaction over 400$

[bitwrangler]

Still waiting on $300 since June 11 4PM CST with nothing but copy/pasted response and "please open a support ticket"

[cosmicboy]

I'm amazed that people can get orders in at all. I've tried a few times the last few days with different browsers and always get "We are experiencing problems with one of our partners, please try again later." This is a probably a good thing reading the other responses in this thread.

[malexpeterson]

Hello,

    It is coming up on 48 hours and I have not seen an eta on a fix.  This has been a learning lesson.  I received an mail this morning stating the item I won is going to be re-auctioned because I failed to send the btc.  I am pretty bummed at this point.  I have been a longstanding customer; however, I guess that means nothing as I did request help from support and have received none.  I am completely unsatisfied with the way this has gone down.  

[yahaauser]

Id hate to get angry and get the same tone as the guy who started to get derogatory with URSAY.

[URSAY]

Hey everyone,

I would like to resolve your issues ASAP.  However, I've been spending a good part of my morning going thru duplicate tickets.  Please understand that if I am closing dupe tickets all morning then it will take that much longer for me to organize and resolve your issues.

I understand your anger but I'm sure you want your issues resolved immediately.  Logging duplicate issues only increases your wait time and doesn't help anyone.

Thanks for your understanding as I work to resolve all of your issues...

[JerryG]

You need to understand.
This is a Huge issue for your customers, not a technical glitch.
I made my deposit to ZipZap yesterday and still No Bitcoins in my wallet. $500.00 worth!
Your priority should be getting people their deposits.
My past deposits took about 10mins after ZipZap got paid. Its coming up on 24hrs. since I paid ZipZap and not even a statement of why it hasn't been deposited to my wallet.
This is no way to do business.
I am Very disappointed.