Official Newbie BitInstant Support Thread (Active Customer Support)

[2xchapter]

ursay any updates?

[chachachazippo2]

I just made a transfer and it worked perfectly. Very instant so it seems like the site works as normal. As for my missing money I'm still pretty mad but hopeful that it can be fixed. Please prove to me bitinstant that my money will reach my Mt.Gox account. Otherwise I consider it stolen.

[yahaauser]

All Iv gotten in the pass few days is a email saying get ahold of coinapult, do I email thier customer support now?

[lolbanks]

Went as long as I could without making an account here, but it seems that this is the only way to get some actual help. Yes, it is understandable that there may be some growing pains but this is pathetic. You refuse to give an answer as to how long this will take and if requesting a refund is the best option.

My transaction id is: a65def2c-3e0b-4450-9040-8cb803de2170

I also don't understand how you guys seem to be providing much more help here than in the support tickets. What is the point of them? If you can not fix the issue, no one will blame you, just tell us so we can get our money back and be on our way. There is no need to drag it out.

[JerryG]

For me this has been going on since Tuesday, others longer.
This should've been corrected in a matter of hours, I have NO faith they know what the hell they are doing.
Meanwhile, we are all out our money.
You took our money in exchange for Bitcoins and No bitcoins, no answers.
You have spent more time complaining about customers complaining then correcting the problem.
You complain about people sending duplicate support tickets, but you don't respond to intitial tickets.

[georgeman2006]

Ive been using bitinstant for quite a while without any problems. Ive had to wait a maximum 2 hours at the most. But this time its been over a day and I really need the funds in my MtGox account. I have about $1300 tied up waiting.... I haven't received the funds for these 3. I did 4 but one of them went through instantly. Please help!

1)

06/14/13 16:32   6b78a010-510a-4443-8fa5-0187ac35e9f3   Local Cash Deposit (700k Locations)   $372.52   Pending
Transaction Details
Fee   $15.48   Origin   Local Cash Deposit (700k Locations)
Amt Paid   $388.00   Origin Acct #   N/A
Amt Recieved   $372.52   Destination   MtGox
        Destination Acct #   M87275663X
Event Log
Date   Event Type   Event ID
06/15/13 09:38   New Order   079dc0cf-f877-4cbc-953b-ad6188a649ea

2)

06/14/13 15:35   52a26cf1-345e-4bc8-b074-eaacef2f2f65   Local Cash Deposit (700k Locations)   $480.05   Pending
Transaction Details
Fee   $19.95   Origin   Local Cash Deposit (700k Locations)
Amt Paid   $500.00   Origin Acct #   N/A
Amt Recieved   $480.05   Destination   MtGox
        Destination Acct #   M87275663X
Event Log
Date   Event Type   Event ID
06/15/13 09:37   New Order   62e122a3-8c57-430b-89ce-81085ccf7b3e

3)

06/14/13 15:33   50bc0d5e-6632-4e06-9d45-503ebe5e3cc2   Local Cash Deposit (700k Locations)   $480.05   Pending
Transaction Details
Fee   $19.95   Origin   Local Cash Deposit (700k Locations)
Amt Paid   $500.00   Origin Acct #   N/A
Amt Recieved   $480.05   Destination   MtGox
        Destination Acct #   M87275663X
Event Log
Date   Event Type   Event ID
06/15/13 09:37   New Order   42bff912-6ada-4cd3-ac44-3043181b96a4

[URSAY]

Ursay,

I sent a pm and an email with all my Zip Zap payment information.
Can someone please respond?
This is beyond ridiculous, its an outrage.

Please be patient as we work thru the queue and get to your issue.  We are working over the weekend to clear any back log.

[URSAY]

You guys really need to do one of the following.
1. Process our orders.
2. Let us know you will not be processing so we can request a refund.

We are processing orders.  Sorry for any delays.

[URSAY]

Went as long as I could without making an account here, but it seems that this is the only way to get some actual help. Yes, it is understandable that there may be some growing pains but this is pathetic. You refuse to give an answer as to how long this will take and if requesting a refund is the best option.

My transaction id is: a65def2c-3e0b-4450-9040-8cb803de2170

I also don't understand how you guys seem to be providing much more help here than in the support tickets. What is the point of them? If you can not fix the issue, no one will blame you, just tell us so we can get our money back and be on our way. There is no need to drag it out.

  You'll want to log your issue at support.bitinstant.com

[URSAY]

Ive been using bitinstant for quite a while without any problems. Ive had to wait a maximum 2 hours at the most. But this time its been over a day and I really need the funds in my MtGox account. I have about $1300 tied up waiting.... I haven't received the funds for these 3. I did 4 but one of them went through instantly. Please help!

1)

06/14/13 16:32   6b78a010-510a-4443-8fa5-0187ac35e9f3   Local Cash Deposit (700k Locations)   $372.52   Pending
Transaction Details
Fee   $15.48   Origin   Local Cash Deposit (700k Locations)
Amt Paid   $388.00   Origin Acct #   N/A
Amt Recieved   $372.52   Destination   MtGox
        Destination Acct #   M87275663X
Event Log
Date   Event Type   Event ID
06/15/13 09:38   New Order   079dc0cf-f877-4cbc-953b-ad6188a649ea

2)

06/14/13 15:35   52a26cf1-345e-4bc8-b074-eaacef2f2f65   Local Cash Deposit (700k Locations)   $480.05   Pending
Transaction Details
Fee   $19.95   Origin   Local Cash Deposit (700k Locations)
Amt Paid   $500.00   Origin Acct #   N/A
Amt Recieved   $480.05   Destination   MtGox
        Destination Acct #   M87275663X
Event Log
Date   Event Type   Event ID
06/15/13 09:37   New Order   62e122a3-8c57-430b-89ce-81085ccf7b3e

3)

06/14/13 15:33   50bc0d5e-6632-4e06-9d45-503ebe5e3cc2   Local Cash Deposit (700k Locations)   $480.05   Pending
Transaction Details
Fee   $19.95   Origin   Local Cash Deposit (700k Locations)
Amt Paid   $500.00   Origin Acct #   N/A
Amt Recieved   $480.05   Destination   MtGox
        Destination Acct #   M87275663X
Event Log
Date   Event Type   Event ID
06/15/13 09:37   New Order   42bff912-6ada-4cd3-ac44-3043181b96a4

Have your issues been logged at support.bitinstant.com   ?

[lolbanks]

My issue has been logged and that has not gotten me anywhere....case 10039

[georgeman2006]

i dont understand why you cant just put these transactions through really quick manually. It shouldnt take days. Sending an email to support does nothing.

[ahoslc]

Been since Tuesday afternoon I filed a support ticket can you please tell me what's happening still not seeing money. I was told yesterday it was in the last batch of 100 and should be done within 1-2 hours.


Here are the transaction details:
Merchant order ID
b53ffb8d-9d90-49c5-a85c-b93b0e5f3404
Customer account ID
341 373 785
Payment code
97550776
Status
Paid
Amount
500.00 USD
Final full order amount
503.95 USD

[URSAY]

My issue has been logged and that has not gotten me anywhere....case 10039

Please be patient as we work to get to your issue in the queue.  We are working over the weekend to resolve any support back log.

[URSAY]

Been since Tuesday afternoon I filed a support ticket can you please tell me what's happening still not seeing money. I was told yesterday it was in the last batch of 100 and should be done within 1-2 hours.


Here are the transaction details:
Merchant order ID
b53ffb8d-9d90-49c5-a85c-b93b0e5f3404
Customer account ID
341 373 785
Payment code
97550776
Status
Paid
Amount
500.00 USD
Final full order amount
503.95 USD

Please be patient as we work to resolve the support back log.  Thanks for your understanding.

[ahoslc]

How about you give me a real answer like I said i was told yesterday only 1-2 hours more. How about you really tell me what's going on. I have been more then patient  with you guys but you have my money and I have not been able to complete work since Tuesday.

Been since Tuesday afternoon I filed a support ticket can you please tell me what's happening still not seeing money. I was told yesterday it was in the last batch of 100 and should be done within 1-2 hours.


Here are the transaction details:
Merchant order ID
b53ffb8d-9d90-49c5-a85c-b93b0e5f3404
Customer account ID
341 373 785
Payment code
97550776
Status
Paid
Amount
500.00 USD
Final full order amount
503.95 USD

Please be patient as we work to resolve the support back log.  Thanks for your understanding.

[cardcomm]

while i'm glad they have processed some, i am absolutely for sure they still do not know exactly what is going on nor how to fix it.

if they did, they would push through all mtgox direct to account transfers... which we have not seen a single successful case of yet.  and if they could identify them correctly they would see my second unregistered transaction likely one or two lines down from the first one they sent through.   since they were paid for within five minutes of each other and had the same destination address, same originating payment information, etc.

i've sent emails.  i've made posts.  i've kissed ass.   i've talked some shit.  i missed out on a great online deal, had my brother even help get btc because of limits, and now i look like an ass trying to explain that we are not getting ripped off.  so for every bitinstant response, i have to go and give one to my brother in law.   what sucks is, i have to try and give him reassurances this will all be okay and BI is our friend.  while, in the real world i get no reassurances... no responses.... and no btc.

sucks, and then some.   i'm really sad to see this happen.  likelyhood it won't ever happen again, but its too much stress to know if i make a big deposit and something DOES go wrong..... i cannot rely on anything BI says about it.  they were my exclusive btc partner until then.   10K in btc acquired in the last month and a half.  blows.

I'm terribly sorry about your experience, but this post has no relevant order info which would allow me to help you further.

URSAY, you cretinous jerk! You are here to support your CUSTOMERS. You are not here to belittle them, be rude to them, complain that they submit duplicate complaints, or anything else.

This person clearly came here to vent about the problems YOUR company's failure has caused him, and as usual, you give him a snippy rely. He responded calmly and clearly to your unwarranted jibe with meaningful information. He took the high road - something you perhaps need to learn about.

You are the ONE factor that has made this whole fiasco with BitInstant nearly intolerable to me. You have the customer service skills of a porcupine, and apparently similar reasoning capability. I understand that you way over your head in a job you clearly aren't cut out for. That must be intensely stressful for you. But taking it out on your customers isn't the answer.

Gareth:  Your signature indicate you are co-founder / CEO of BitInstant. I've seen you post in this thread, and I'm SURE you have seen the responses URSAY is making to your customers. That is to say your very lifeblood. Yet you do nothing. This leads me to infer that you condone his shabby treatment of your customers.

Frankly, I'm embarrassed for everyone at BitInstant. You took a somewhat serious problem and let it blow up into a PR disaster. And you STILL let people like this "URSAY" character belittle your customers on a public forum?

Wow, and WOW again. What a disappointment.

URSAY - you keep directing people to your complaint form - I guess that's ok with you as long as they only submit ONE complaint! Well, I'm going there now to submit a complaint about you personally, and your rude and unprofessional behavior throughout this ridiculous mess!

What a jerk!!!!

[Gareth Nelson]

I have not had my order filled in 6 days now it seems
Little help in this thread I was only able to get ahold of someone in IRC and not in the official bitinstant channel as stated on thier site. Sooo now I dont even get told how this coinapult company is going to handle my issue. This transparency is bad and they should be ashamed of themselves

I got told whats going on somewhat


MFW they are using a non opensource system MFW its RHE

I remember helping you directly on IRC, if our support has asked you to get in touch with coinapult it's because coinapult now have the funds they need to execute your order and it has essentially executed on our end.

In the past coinapult have failed to deliver orders due to API lag at mtgox or delayed withdrawals there, but they have proven reliable overall (i.e they do live up to their responsibilities).

Not sure what you mean by using a "non opensource system", we use GNU/Linux on our servers and all our software is written in Python, we haven't released any of our serverside code but then neither does any large commercial service generally release all their code.

[Gareth Nelson]

while i'm glad they have processed some, i am absolutely for sure they still do not know exactly what is going on nor how to fix it.

if they did, they would push through all mtgox direct to account transfers... which we have not seen a single successful case of yet.  and if they could identify them correctly they would see my second unregistered transaction likely one or two lines down from the first one they sent through.   since they were paid for within five minutes of each other and had the same destination address, same originating payment information, etc.

i've sent emails.  i've made posts.  i've kissed ass.   i've talked some shit.  i missed out on a great online deal, had my brother even help get btc because of limits, and now i look like an ass trying to explain that we are not getting ripped off.  so for every bitinstant response, i have to go and give one to my brother in law.   what sucks is, i have to try and give him reassurances this will all be okay and BI is our friend.  while, in the real world i get no reassurances... no responses.... and no btc.

sucks, and then some.   i'm really sad to see this happen.  likelyhood it won't ever happen again, but its too much stress to know if i make a big deposit and something DOES go wrong..... i cannot rely on anything BI says about it.  they were my exclusive btc partner until then.   10K in btc acquired in the last month and a half.  blows.

I'm terribly sorry about your experience, but this post has no relevant order info which would allow me to help you further.

URSAY, you cretinous jerk! You are here to support your CUSTOMERS. You are not here to belittle them, be rude to them, complain that they submit duplicate complaints, or anything else.

This person clearly came here to vent about the problems YOUR company's failure has caused him, and as usual, you give him a snippy rely. He responded calmly and clearly to your unwarranted jibe with meaningful information. He took the high road - something you perhaps need to learn about.

You are the ONE factor that has made this whole fiasco with BitInstant nearly intolerable to me. You have the customer service skills of a porcupine, and apparently similar reasoning capability. I understand that you way over your head in a job you clearly aren't cut out for. That must be intensely stressful for you. But taking it out on your customers isn't the answer.

Gareth:  Your signature indicate you are co-founder / CEO of BitInstant. I've seen you post in this thread, and I'm SURE you have seen the responses URSAY is making to your customers. That is to say your very lifeblood. Yet you do nothing. This leads me to infer that you condone his shabby treatment of your customers.

Frankly, I'm embarrassed for everyone at BitInstant. You took a somewhat serious problem and let it blow up into a PR disaster. And you STILL let people like this "URSAY" character belittle your customers on a public forum?

Wow, and WOW again. What a disappointment.

URSAY - you keep directing people to your complaint form - I guess that's ok with you as long as they only submit ONE complaint! Well, I'm going there now to submit a complaint about you personally, and your rude and unprofessional behavior throughout this ridiculous mess!

What a jerk!!!!

In all honesty I haven't yet seen any responses from URSAY that are unprofessional, but I have seen plenty which are unfortunately the best he is able to give to customers who want a lot more. I assure he's not being "snippy", simply doing his best to gather order information and help customers.

[yahaauser]

Just saying thought there would be higher quality control given money based business's are serious business.