Official Newbie BitInstant Support Thread (Active Customer Support)

[SiliconAlchemist]

I've been trying to get support for transaction # ababd366-1656-479d-98af-9de21509cce6 for a week.  I sent the proper amount of bitcoins to the address provided but it has been stuck as pending since I submitted it.  I've sent various emails, with the only reply being:

Hey,

Do you have a 9 digit ZipZap acct. # ?

Thanks,
-R.C. Hall
BitInstant support manager

At this point I'd just like to get my bitcoins back if possible so I can use them elsewhere.

The best method of getting a resolution to your issue is to respond to the question that you have been asked thru your support ticket...

"Do you have a 9 digit ZipZap acct. # ?"

I did.  I responded: "No, what is ZipZap?  Do I need it to use bitinstant?"

But never got a reply.  This was 6 days ago.

[Chewbonga]

OK its now been 2 damn days. where is my money or voucher. 06/26/13 19:34   New Order   fb64fd0b-dc5c-4f93-856d-07feea45b6b4
06/26/13 19:34   Manual Order   1d472307-0405-4fab-a67b-ed7eafaa441e this has not changed since monday. why cant you guys just give me a voucher like last time i need my money. i email cs and get nothing and now you do not even  respond to my questions. am i being scammed out of my funds? is that what is going on here? i clearly paid you

Amount to Pay: $503.95
Account Number: 373892827

Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.

We value your feedback and would appreciate your participation in a short, 30-second survey, which you can access here: http://www.surveymonkey.com/s/P6TZQ58.
Your involvement enables us to continuously create better experiences for you, and others like you.

Thank you for using ZipZap, the Global Cash Transaction Network.
  what more is needed to get my damn money already?

Damn right what the hell is going on here?!  I've been waiting 2 freaking days like this person and I've sent you a valid btc address as was asked in the cs email I received and still no funds have been transferred.  How long can it possibly take to change the destination address of an order??  I know when I send btc to an address it takes about 30 seconds and it's done - why is it that it's taking you days to do the same?

You people at bitinstant have been paid via zipzap yet you have the audacity to hold my funds hostage without any indication of when a simple transaction will take place?   

For God's sake stop taking new orders until you can complete your obligation to the people that have already paid you. 

Your service as a cash deposit for btc and customer service look like fools right now.  Do something right and fix mine, and the rest of these peoples issues before you lose all your business because I'll tell you what, if my funds aren't deposited by tomorrow at the latest, I will NEVER use bitinstant again and will campaign against anyone using your "service".

Amount to Pay: $244.95
ZipZap account # 760237552
Case #21290

Paid in FULL and waiting.

[b4m125]

Transaction ID: 5d9cdc20-0f67-4cb9-a0f6-8dcbd0380108

Case #: 15936

Bit coin to PayPal cash out, coins sent 6/17 to wallet address requested. Blockchain verifies that coins have been received in the correct amount and time frame.

Was estimated at about ONE hour...

On 6/23, nothing yet - I had gotten one single response from "Alyssa" stating: "It seems that your order had a technical issue.

Our development team has identified the cause and is hard at work to correct this matter and get you your funds."

I then asked for an estimation of when my funds would be available and still today (6/26) have gotten no response back, or payment...

Still totally in the dark, I'd really appreciate an estimation on when my funds will be available or my actual funds to my PayPal account. The customer service I have received thus far has been absolutely the worst and unhelpful I have ever experienced.

I would greatly appreciate for this transaction to be complete and to receive the funds that I have been waiting patiently for all this time.

Thank you very much.

[MrBilling]

Transaction ID: 5d9cdc20-0f67-4cb9-a0f6-8dcbd0380108

Case #: 15936

Bit coin to PayPal cash out, coins sent 6/17 to wallet address requested. Blockchain verifies that coins have been received in the correct amount and time frame.

Was estimated at about ONE hour...

On 6/23, nothing yet - I had gotten one single response from "Alyssa" stating: "It seems that your order had a technical issue.

Our development team has identified the cause and is hard at work to correct this matter and get you your funds."

I then asked for an estimation of when my funds would be available and still today (6/26) have gotten no response back, or payment...

Still totally in the dark, I'd really appreciate an estimation on when my funds will be available or my actual funds to my PayPal account. The customer service I have received thus far has been absolutely the worst and unhelpful I have ever experienced.

I would greatly appreciate for this transaction to be complete and to receive the funds that I have been waiting patiently for all this time.

Thank you very much.

At least you got a response.   I put two orders just like yours (except ach instead or PayPal) through over a week ago.  My trans still show pending eveni though the BTCs can be verified in the blockchain.   Filed a support ticket over a week ago and not one response yet.

[b4m125]

Don't worry, it's not like anything happens if they do respond to your ticket, short of a half witted "It seems that your order had a technical issue. Our development team has identified the cause and is hard at work to correct this matter and get you your funds."

Really doesn't mean anything, nothing they're telling me does... They can take shitloads of money and give people coin all day, but they can't cash out coins that have been sitting in their wallet for over a week...

It's just as much reassurance as the "about one hour" time estimate is at this point. 

[PuertoLibre]

Absolute Mayhem!

I am on my 13 or 14th day of waiting for a resolution. I think they are just taking money to cover other orders at this point.

"Taking from Peter to pay Paul" as it were.

You are entitled to a fee refund if you do not get your order in 24 hours by the way....

[b4m125]

Absolute Mayhem!

I am on my 13 or 14th day of waiting for a resolution. I think they are just taking money to cover other orders at this point.

"Taking from Peter to pay Paul" as it were.

You are entitled to a fee refund if you do not get your order in 24 hours by the way....

Definitely took a lot of fees (for PayPal + theirs).. And I'm quite sure I'm still waiting for my order to be processed about 10 days later now... Yep still waiting.. That 9% refund would be great and I hope they do in fact honor it (but have doubts about that...). Anyways thanks for the heads up.

[wiggersrus]

Hi. When trying to purchase BTC today, I accidentally submitted an invalid wallet address as the destination. This resulted in a failed transaction.
If you could please direct my BTC to the right wallet address that would be greatly appreciated.
Transaction ID: 838efc2b-bb74-4ff4-a8db-816ff92e09bc
Zip-Zap:
Amount to Pay: $198.95
Account Number: 479172868

Correct wallet address: 1PWfKuvGvs6QRvYDzU81mq2DrhuwpHJQtu

I'm sure this happens all the time. Thanks bitinstant!

[phamilykid]

all i know is ill take a 6 hour drive and knock on a door if someone does not start explaining where the hell my 500 dollars is. if you can not give straight forward answers ursay have one of your superiors explain it to us. how hard is looking an order up and sending x amount of dollars to an account number? there is no way i am gonna wait 2 weeks for my money. maybe someone should complain to the better business bureau and get you guys investigated. i am sure if enough of us complained and that happened someone at this so called company would crack down on all these technical errors.

[illuziun]

Transaction "successfully executed" but no bitcoins have been transferred to my wallet. This is the second time out of five uses that I have not received my coins without having to take further steps, pretty unacceptable if you ask me. I really do enjoy this service and I want to keep using it, but a 40% success rate is horrible.

Bitinstant:
Transaction ID: 4ff3f44f-187b-4b50-8002-60f9160ecf8c

ZipZap:
Amount to Pay: $353.95
Account Number: 780951422

Please help, thank you.

[SiliconAlchemist]

...

At least you got a response.   I put two orders just like yours (except ach instead or PayPal) through over a week ago.  My trans still show pending eveni though the BTCs can be verified in the blockchain.   Filed a support ticket over a week ago and not one response yet.

Same here. Tried to do a ACH withdrawal over a week ago and it still shows as pending.  My first support request was met with them asking me what my zipzap account number was, but the instructions say nothing about using zipzap for ACH withdrawals, only deposits.  I responded inquiring about this but got no response.  Since then I've sent about 5 more emails that were all ignored.

I've used this service multiple times in the past flawlessly, albeit the last time being months ago.

[PuertoLibre]

Tragically disappointed:

"Alyssa replied:
Hey there, <my name>.

We've investigated your problem with the information you've provided. Your transaction has encountered a technical difficulty that we're working to resolve.

We have forwarded your message to technical support. You should receive a response within the next 1 to 3 business days.

We apologize for any inconvenience and thank you for your patience. If you have any further questions, don't hesitate to contact us. Please respond to this ticket rather than opening a new one, though, so that we may help you faster.
Best,

Alyssa
Customer Service Manager, BitInstant "
[Highlights added by me]

It's official, many of us are now getting the "screwing runaround". As some other customer noted, it takes literally a few seconds to dispatch a refund to a certain bitcoin address. Yet, I have to wait 2 maybe 3 weeks for this to happen at "BitInstant"? That is almost 1/12th of a year....or about 1/1000th of the average human lifetime?

What is wrong with this picture?

Does a 30 second fix really require 2 or 3 weeks of back and forth "negotiations" to issue the refund?

[Pacodeath]

I had a transaction fail, how do I solve my problem

[URSAY]

so when the fricking frack are mtgox to bitstamp transfers coming back?

I'm sorry I have no specific ETAs on missing features and when they will return.  We're working to bring back full functionality ASAP.

[URSAY]

Have not received but one e-mail in the last 8 days about my transaction, and it's just simply telling me that there was an issue, and that they are working super hard on it, and this was after sending multiple emails previously. But no details or time frame....  ... Sent my coins to the specified wallet address, I can see they were received at the exact wallet address I was supplied with, at the exact time bitinstant had requested they be sent. Now, I'm waiting for my PayPal to be funded as promised on 6/18. When can I expect my funds to be in my PayPal? soon? days? weeks? months??? Can someone give me a straightforward answer about this?

Do you have a case number or any identifying info?

[seller]

How long is your average response time to customer inquiries and is using this forum the best way to manage tickets?

[URSAY]

OK its now been 2 damn days. where is my money or voucher. 06/26/13 19:34   New Order   fb64fd0b-dc5c-4f93-856d-07feea45b6b4
06/26/13 19:34   Manual Order   1d472307-0405-4fab-a67b-ed7eafaa441e this has not changed since monday. why cant you guys just give me a voucher like last time i need my money. i email cs and get nothing and now you do not even  respond to my questions. am i being scammed out of my funds? is that what is going on here? i clearly paid you

Amount to Pay: $503.95
Account Number: 373892827

Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.

We value your feedback and would appreciate your participation in a short, 30-second survey, which you can access here: http://www.surveymonkey.com/s/P6TZQ58.
Your involvement enables us to continuously create better experiences for you, and others like you.

Thank you for using ZipZap, the Global Cash Transaction Network.
  what more is needed to get my damn money already?

We are not scamming you.  Have you logged your case ant support.bitinstant.com?  Do you have a case # ?

[smurf2094]

You know, none of this shit would have happened if bitinstant just stayed the damn same and didn't go into a new interface and all that stupid shit. No one cares about that shit. They just care that it works. Why fix something that's not broken??

[URSAY]

I've been trying to get support for transaction # ababd366-1656-479d-98af-9de21509cce6 for a week.  I sent the proper amount of bitcoins to the address provided but it has been stuck as pending since I submitted it.  I've sent various emails, with the only reply being:

Hey,

Do you have a 9 digit ZipZap acct. # ?

Thanks,
-R.C. Hall
BitInstant support manager

At this point I'd just like to get my bitcoins back if possible so I can use them elsewhere.

The best method of getting a resolution to your issue is to respond to the question that you have been asked thru your support ticket...

"Do you have a 9 digit ZipZap acct. # ?"

I did.  I responded: "No, what is ZipZap?  Do I need it to use bitinstant?"

But never got a reply.  This was 6 days ago.

You do not need a ZipZap account.  Thanks for your patience as we continue to look into your issue.

[URSAY]

OK its now been 2 damn days. where is my money or voucher. 06/26/13 19:34   New Order   fb64fd0b-dc5c-4f93-856d-07feea45b6b4
06/26/13 19:34   Manual Order   1d472307-0405-4fab-a67b-ed7eafaa441e this has not changed since monday. why cant you guys just give me a voucher like last time i need my money. i email cs and get nothing and now you do not even  respond to my questions. am i being scammed out of my funds? is that what is going on here? i clearly paid you

Amount to Pay: $503.95
Account Number: 373892827

Your ZipZap payment has been successfully processed and the merchant has been notified to complete your order. Please keep this email for your records.

We value your feedback and would appreciate your participation in a short, 30-second survey, which you can access here: http://www.surveymonkey.com/s/P6TZQ58.
Your involvement enables us to continuously create better experiences for you, and others like you.

Thank you for using ZipZap, the Global Cash Transaction Network.
  what more is needed to get my damn money already?

Damn right what the hell is going on here?!  I've been waiting 2 freaking days like this person and I've sent you a valid btc address as was asked in the cs email I received and still no funds have been transferred.  How long can it possibly take to change the destination address of an order??  I know when I send btc to an address it takes about 30 seconds and it's done - why is it that it's taking you days to do the same?

You people at bitinstant have been paid via zipzap yet you have the audacity to hold my funds hostage without any indication of when a simple transaction will take place?   

For God's sake stop taking new orders until you can complete your obligation to the people that have already paid you. 

Your service as a cash deposit for btc and customer service look like fools right now.  Do something right and fix mine, and the rest of these peoples issues before you lose all your business because I'll tell you what, if my funds aren't deposited by tomorrow at the latest, I will NEVER use bitinstant again and will campaign against anyone using your "service".

Amount to Pay: $244.95
ZipZap account # 760237552
Case #21290

Paid in FULL and waiting.

In the future you'll want to triple check your orders for errors before you send them so they do not fail.  We're working on canceling your current order and manually resubmitting your order with the correct details.  Thanks.