Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

i have zip zap email confirming payment

these are the numbers from my account from bitinstant

06/24/13 15:41   0f0375e5-57c5-4e82-81e2-ca59a76dc212


06/25/13 11:23   New Order   fb64fd0b-dc5c-4f93-856d-07feea45b6b4
06/25/13 11:23   Manual Order   1d472307-0405-4fab-a67b-ed7eafaa441e

been almost a day i assume after a day fees are waived? at this point i dont care i just need my funds added

You'll want to make sure your issue is logged at support.bitinstant.com so the cs team can start looking into your issue.

[phamilykid]

did that yesterday got an exscuse saying you guys were having zipzap to gox issues. i was told the devs were on top of it. the funny thing is not even 30 mins before i had an order for 300 go thru flawless. the first order is the entire reason i did the second but the second got hung up?

[URSAY]

did that yesterday got an exscuse saying you guys were having zipzap to gox issues. i was told the devs were on top of it. the funny thing is not even 30 mins before i had an order for 300 go thru flawless. the first order is the entire reason i did the second but the second got hung up?

Do you have a case # for your support ticket ?

[phamilykid]

all i have is 3 emails from you guys.first one was automated next one is you asking me the zip zap account number,another telling me about the zipzap to gox issue .    my bad here it is  Case #20558

[GBABYSMOOTH]

So, yesterday I went to transfer some cash into bitcoins and accidentally posted the bitinstant url instead of my ewallet address into the ewallet address field. After speaking to bitinstant support briefly, I was told that my email would be forwarded to technical support and that I would hear something in 1-3 business days... Does anyone else think that that is way too long to hold onto someones money without giving them a heads up??? All other emails I sent after the 2nd one, which is the one that prompted "Alyssa" to forward my info to technical support, were ignored. Please help, That money is going towards my rent in less than a week and I am freaking out!!!!
d4a54846-273b-4b98-9960-7c77a481d057 <Transaction ID
PLEASE HELP!!!! ANYONE!!!
CAN ANYONE HELP ME??? I KNOW I AM NEW TO THE FORUM BUT I"VE NEVER HAD A PROBLEM LIKE THIS WITH BITINSTANT IN THE PAST 20 TIMES I HAVE USED THEM!

[URSAY]

all i have is 3 emails from you guys.first one was automated next one is you asking me the zip zap account number,another telling me about the zipzap to gox issue .    my bad here it is  Case #20558

I see that support has responded to your case just yesterday with an update.  Please be patient as they work to resolve your issue.  Thanks.

[URSAY]

So, yesterday I went to transfer some cash into bitcoins and accidentally posted the bitinstant url instead of my ewallet address into the ewallet address field. After speaking to bitinstant support briefly, I was told that my email would be forwarded to technical support and that I would hear something in 1-3 business days... Does anyone else think that that is way too long to hold onto someones money without giving them a heads up??? All other emails I sent after the 2nd one, which is the one that prompted "Alyssa" to forward my info to technical support, were ignored. Please help, That money is going towards my rent in less than a week and I am freaking out!!!!
d4a54846-273b-4b98-9960-7c77a481d057 <Transaction ID
PLEASE HELP!!!! ANYONE!!!
CAN ANYONE HELP ME??? I KNOW I AM NEW TO THE FORUM BUT I"VE NEVER HAD A PROBLEM LIKE THIS WITH BITINSTANT IN THE PAST 20 TIMES I HAVE USED THEM!

When customers incorrectly fill out their orders it causes the order to fail.  We then need to contact the customer for correct info.  Once we have the correct info we need to cancel the old order and set up a new order manually.  This can take some time.  These issues are generally handled in the order that they come in.  The solution is to triple check your order BEFORE you send it so it will not fail due to your error.  Thanks for your patience as we work to correct your issue and resubmit your order.

[blindsniper]

URSAY, did you people hire retards fresh out of high school to code your site, or what?

It's been a week now and all attempts to make a purchase as a guest give me the partner error message and any attempt to make a purchase via a registered account gives me the message that my transaction amount exceeds my limit.

Seriously. You guys should just get out of the business. All you do is make mistakes with other people's money. You should be ashamed at how shoddily your business is ran. You guys also embezzle money every time the value of the BTC starts climbing by delaying orders for as long as possible and then paying people at the current BTC price instead of the BTC price at the time of purchase. You simply take the interest off the top that is created by buying and holding onto the customer's BTC as they rise in value. Scumbags.

[URSAY]

URSAY, did you people hire retards fresh out of high school to code your site, or what?

It's been a week now and all attempts to make a purchase as a guest give me the partner error message and any attempt to make a purchase via a registered account gives me the message that my transaction amount exceeds my limit.

Seriously. You guys should just get out of the business. All you do is make mistakes with other people's money. You should be ashamed at how shoddily your business is ran. You guys also embezzle money every time the value of the BTC starts climbing by delaying orders for as long as possible and then paying people at the current BTC price instead of the BTC price at the time of purchase. You simply take the interest off the top that is created by buying and holding onto the customer's BTC as they rise in value. Scumbags.

Thanks for your feedback. 

[phamilykid]

easy to say be patient when its not your 500 dollars in limbo. seriously how long does it take to fix this. hell email me a mt gox voucher or something. my friend just did a cash transfer to gox and his money went fine yet im still waiting for mine? even after telling him not to the idiot did and he got his money.so why is my money held up exactly?

[giga4less]

Could you please let me know anything about these orders?
Order 1: f28b1c05-8cc0-4f7c-9384-feaf47288c89
Order 2: ebdf562a-e507-4959-8464-618e0eb1bcb9
Order 3: cf74e249-c45b-40ba-bd4e-e5f820b50365
Order 4: 16a797d3-9918-46e9-8d96-b191fa1e97ab
Case #17370 opened 5 days ago, no conversations yet.

And also

Order 5: 52963a0b-5a81-458e-9bb6-52a3e0f20871
Order 6: 61914039-9cf6-4fa5-9659-5a893c922757
Case #: 15827 opened 7 days ago, and a few conversations, but nothing afterwards for 6 days. No solution yet.

Thank you.

[hojo]

I just wanted to post that I had used BitInstant in the past for Dwolla-MtGox and it was a nightmare. I took a risk yesterday and tried BitInstant cash to bitcoin wallet deposit and it was successful and instant. By the time I got home, the bitcoins were in my wallet.

I also successfully did a cash deposit yesterday to btc and it was in my wallet almost immediately after I paid.

I just did a cash deposit to btc and it is not in my wallet yet even though it says it was sent. How long does this normally take USRAY.

Transaction ID: 9587edac-1fad-4542-9650-0a170b841d9d

[URSAY]

easy to say be patient when its not your 500 dollars in limbo. seriously how long does it take to fix this. hell email me a mt gox voucher or something. my friend just did a cash transfer to gox and his money went fine yet im still waiting for mine? even after telling him not to the idiot did and he got his money.so why is my money held up exactly?

You've received an update regarding your order less then 24 hours ago.  Thanks for your patience as we work on a correction.

[URSAY]

Could you please let me know anything about these orders?
Order 1: f28b1c05-8cc0-4f7c-9384-feaf47288c89
Order 2: ebdf562a-e507-4959-8464-618e0eb1bcb9
Order 3: cf74e249-c45b-40ba-bd4e-e5f820b50365
Order 4: 16a797d3-9918-46e9-8d96-b191fa1e97ab
Case #17370 opened 5 days ago, no conversations yet.

And also

Order 5: 52963a0b-5a81-458e-9bb6-52a3e0f20871
Order 6: 61914039-9cf6-4fa5-9659-5a893c922757
Case #: 15827 opened 7 days ago, and a few conversations, but nothing afterwards for 6 days. No solution yet.

Thank you.

Orders 1-4 all appear to be similar transactions and support is looking into your issue.  Orders 5 and 6 are just showing up as quotes in our system meaning they may not have been fully paid for or executed from your end.  However, there are occasions where our system is just behind or simply is not processing your order properly.  Either way the support team will need to continue looking into your issues.

[URSAY]

I just wanted to post that I had used BitInstant in the past for Dwolla-MtGox and it was a nightmare. I took a risk yesterday and tried BitInstant cash to bitcoin wallet deposit and it was successful and instant. By the time I got home, the bitcoins were in my wallet.

I also successfully did a cash deposit yesterday to btc and it was in my wallet almost immediately after I paid.

I just did a cash deposit to btc and it is not in my wallet yet even though it says it was sent. How long does this normally take USRAY.

Transaction ID: 9587edac-1fad-4542-9650-0a170b841d9d

It appears your order was completed...

https://blockchain.info/address/1FPAnCCPAFif49vaEnoNNYpAxDmKcqoUKF

[phamilykid]

that's wonderful generic response. no one has yet answered any of my questions. why cant you guys just send me a voucher in the amount i am owed and be finished with this mess? if i can not get a voucher whats the eta of receiving my money? the voucher was the solution last time this happened to me 4 months ago. granted it took 4 days of seeing generic responses but finally got my money. i pray you guys have learned a little something and this is handled allot faster. if i can be given an eta id rest a little easier. thanks

[GBABYSMOOTH]

URSAY,

I understand that my mistake caused this to happen and it will definitely never happen again now that I know what I will have to go through if I don't check all my fields for mistakes but.... all that I really need done is to have the wallet address changed. A 1-3 business day timeframe seems to be a long time to wait for one field of data to be corrected on an invalid order. I'm a loyal customer and will continue to be one because, other than the dollar amount discrepancies when transferring money, there have been absolutely no problems from you guys. It just seems there isn't much urgency put into correcting this order. I dont know if it is because it is a customer mistake or what but I am freaking out that i am going to either lose that money (or have to wait so long to receive it that I won't be able to make my purchases) and it doesn't seem like there is a sense of urgency in completing it. All my emails except the first 2 have been ignored and I really just want to know what is going on and if there is anything that can be done on my part to expedite this issue.
Good luck and god speed on the orders,
Roger Vance

IN RESPONSE TO:
So, yesterday I went to transfer some cash into bitcoins and accidentally posted the bitinstant url instead of my ewallet address into the ewallet address field. After speaking to bitinstant support briefly, I was told that my email would be forwarded to technical support and that I would hear something in 1-3 business days... Does anyone else think that that is way too long to hold onto someones money without giving them a heads up??? All other emails I sent after the 2nd one, which is the one that prompted "Alyssa" to forward my info to technical support, were ignored. Please help, That money is going towards my rent in less than a week and I am freaking out!!!!
d4a54846-273b-4b98-9960-7c77a481d057 <Transaction ID
PLEASE HELP!!!! ANYONE!!!
CAN ANYONE HELP ME??? I KNOW I AM NEW TO THE FORUM BUT I"VE NEVER HAD A PROBLEM LIKE THIS WITH BITINSTANT IN THE PAST 20 TIMES I HAVE USED THEM!

When customers incorrectly fill out their orders it causes the order to fail.  We then need to contact the customer for correct info.  Once we have the correct info we need to cancel the old order and set up a new order manually.  This can take some time.  These issues are generally handled in the order that they come in.  The solution is to triple check your order BEFORE you send it so it will not fail due to your error.  Thanks for your patience as we work to correct your issue and resubmit your order.

[GBABYSMOOTH]

DITTO
{{that's wonderful generic response. no one has yet answered any of my questions. why cant you guys just send me a voucher in the amount i am owed and be finished with this mess? if i can not get a voucher whats the eta of receiving my money? the voucher was the solution last time this happened to me 4 months ago. granted it took 4 days of seeing generic responses but finally got my money. i pray you guys have learned a little something and this is handled allot faster. if i can be given an eta id rest a little easier. thanks}}

[URSAY]

URSAY,

I understand that my mistake caused this to happen and it will definitely never happen again now that I know what I will have to go through if I don't check all my fields for mistakes but.... all that I really need done is to have the wallet address changed. A 1-3 business day timeframe seems to be a long time to wait for one field of data to be corrected on an invalid order. I'm a loyal customer and will continue to be one because, other than the dollar amount discrepancies when transferring money, there have been absolutely no problems from you guys. It just seems there isn't much urgency put into correcting this order. I dont know if it is because it is a customer mistake or what but I am freaking out that i am going to either lose that money (or have to wait so long to receive it that I won't be able to make my purchases) and it doesn't seem like there is a sense of urgency in completing it. All my emails except the first 2 have been ignored and I really just want to know what is going on and if there is anything that can be done on my part to expedite this issue.
Good luck and god speed on the orders,
Roger Vance

IN RESPONSE TO:
So, yesterday I went to transfer some cash into bitcoins and accidentally posted the bitinstant url instead of my ewallet address into the ewallet address field. After speaking to bitinstant support briefly, I was told that my email would be forwarded to technical support and that I would hear something in 1-3 business days... Does anyone else think that that is way too long to hold onto someones money without giving them a heads up??? All other emails I sent after the 2nd one, which is the one that prompted "Alyssa" to forward my info to technical support, were ignored. Please help, That money is going towards my rent in less than a week and I am freaking out!!!!
d4a54846-273b-4b98-9960-7c77a481d057 <Transaction ID
PLEASE HELP!!!! ANYONE!!!
CAN ANYONE HELP ME??? I KNOW I AM NEW TO THE FORUM BUT I"VE NEVER HAD A PROBLEM LIKE THIS WITH BITINSTANT IN THE PAST 20 TIMES I HAVE USED THEM!

When customers incorrectly fill out their orders it causes the order to fail.  We then need to contact the customer for correct info.  Once we have the correct info we need to cancel the old order and set up a new order manually.  This can take some time.  These issues are generally handled in the order that they come in.  The solution is to triple check your order BEFORE you send it so it will not fail due to your error.  Thanks for your patience as we work to correct your issue and resubmit your order.

Use the quote button when responding to a particular response.  It is your friend and it will help people understand what you are responding to.

We have many customers and issues are generally handled in the order they come in.  Please understand that on a daily basis we have many support issues that come in, similar to any other company.  We do our best to resolve these issue in the fastest way possible.  Unfortunately these solutions do not always come immediately and resolutions take time as most require human intervention.

[phamilykid]

fair enough ursay. so according to my case number  Case #: 20558. where am i in this que of customers awaiting help? i assume each new support ticket is assigned a case number so it shouldn't be hard to tell me this information. when things run correctly my funds are in my account within the drive home from walmart. which i may add is less the 3 minutes. but when a hiccup happens it takes days to resolve? it is like a 50/50 thing using your service. i just do not feel like waiting 4 days again.