Official Newbie BitInstant Support Thread (Active Customer Support) - page 114.

Cptblack

newbie

Activity: 6

Merit: 0

available info: Zipzap amount $503.95, Zipzap acct #577710585. bitinstant to mtgox account #M84316594X. 4/10/2013, reference code 37197841
I used the wrong email! i used [email protected], but it should have been [email protected].
And to make things even worse, mtgox says the funds were rejected because i sent them to the "m and x" account number M84316594X, but they should have been sent to 316594 or cptblack.
I have already made a detailed post at bitinstant.com/support.
Im afraid my funds are lost, and i have little more information to give. I dont even have the event or quote id because i used the wrong email.

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: meyoumeyou on April 17, 2013, 01:57:39 PM

Can you please let me know whats going on with
Quote ID 129d1dc8-bcf2-4017-b09d-126496f4859e
Event ID d85727c1-51ce-4179-8508-458cf23328da

Have you logged your issue thru our main support channel at bitinstant.com/contact ?

What is your Gox MX acct. #?

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: kmicro on April 17, 2013, 01:52:13 PM

Still waiting for my funds sent on 4/7. I was supposedly on the 4/10 support list and contacted bitinstant/contact nearly 3 days ago.

My order is still loading....
https://www.bitinstant.com/order_status/b7a81fd5-487f-4a5e-a88e-1881b4b6c43e
Zipzap 518741228

Any update?

Just gave your order a manual push! Please allow up to 24 hours for delivery. Thanks for your patience.

meyoumeyou

newbie

Activity: 27

Merit: 0

Can you please let me know whats going on with
Quote ID 129d1dc8-bcf2-4017-b09d-126496f4859e
Event ID d85727c1-51ce-4179-8508-458cf23328da

kmicro

newbie

Activity: 7

Merit: 0

Still waiting for my funds sent on 4/7. I was supposedly on the 4/10 support list and contacted bitinstant/contact nearly 3 days ago.

My order is still loading....
https://www.bitinstant.com/order_status/b7a81fd5-487f-4a5e-a88e-1881b4b6c43e
Zipzap 518741228

Any update?

Boo360

newbie

Activity: 23

Merit: 0

Quote from: URSAY on April 17, 2013, 12:10:11 PM

Quote from: Boo360 on April 17, 2013, 11:28:09 AM

Hey URSAY, I made a BtC -> Email order and I got an email from coinapult saying bitinstant sent me $0. Is this a bitinstant issue or Coinapult?

OrderID: a198683a-3faa-4c4b-894d-729c7a02b406
EventID: b5ec1596-dc95-484e-ac6a-1c35ff449c19
QuoteID: f5ac33b0-7e5f-46fb-baf5-74185f7deb65
User: SYSTEM
DestExchange: coinapult
eventtype: Order executed
EventSentAt: 1366155941.99
FundsSent: $72.0075 USD

I have seen this type of issue and I am unable to resolve it. I don't know who's end it's on and I have to escalate these issues. You would be best served thru bitinstant.com/contact

Thanks.

That's very sad to hear. Last 3 transactions with BitInstant have had complications. Thanks though!

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: ormrotter on April 17, 2013, 01:29:30 PM

My first problem has been solved but I was informed that I would receive my $ at the highest rate my btc would have been. After all the fees I received 422$ which would have almost doubled to 750$ at the height of the BTC bubble. If the full value of my btc is not received I will never do business with Bitinstant again. This is your guys fault and I demand to be compensated correctly for it.

OrderID: 5e7417b6-a905-4e61-89b3-78316e8ed5d2
EventID: 4cabe030-6c29-4f76-89b7-2f479d24945e
DestAccount: M24372891X
QuoteID: 14265ea6-a30a-491a-b061-0e8a92c2b745

What is your email address? What BTC address would you expect to be compensated at? Have you looked at bitcoincharts.com to verify your price at time of execution? What do you believe that price to be? Have you seen the fees we charge that are listed at bitinstant.com? Thanks for helping me understand your issue and how I can find you a resolution.

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: subnoxious on April 17, 2013, 01:06:58 PM

Hello,

Here is my info, it's been over 2 weeks since I've had my funds... below is my order ID. MTGOX said it was because I didn't use a redeem code when I was supposed to (in 24hr) and it got sent back to you and now my funds are in limbo.

Please help by emailing me back!

Thanks,

K

OrderID: c6c538d8-9a07-4aca-8b11-842bdc38454d

What is your email address?

ormrotter

newbie

Activity: 17

Merit: 0

My first problem has been solved but I was informed that I would receive my $ at the highest rate my btc would have been. After all the fees I received 422$ which would have almost doubled to 750$ at the height of the BTC bubble. If the full value of my btc is not received I will never do business with Bitinstant again. This is your guys fault and I demand to be compensated correctly for it.

OrderID: 5e7417b6-a905-4e61-89b3-78316e8ed5d2
EventID: 4cabe030-6c29-4f76-89b7-2f479d24945e
DestAccount: M24372891X
QuoteID: 14265ea6-a30a-491a-b061-0e8a92c2b745

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: ?? on ??

Quote from: andrewb on April 17, 2013, 12:54:19 PM

Quote from: URSAY on April 17, 2013, 12:39:49 PM

We did not make any error in your order which caused delay. All issues take some time to resolve. This is a thread for customer issues so that is why you see so many of them. If you have submitted your issue to our main support channel then it is in queue and it will be fixed shortly. Thanks for your patience.

My order was messed up not due to an error of my own and I have been waiting 14+ days now.

Yeah, that was my point. When I see 5+ users saying they haven't had resolution in 6-14 days, I start to wonder if my money has been stolen. There's literally no way to contact the offices of this company -- I don't see URSAY saying anything other than "I can't help you, submit a support ticket," and no one is getting responses to support tickets.

Undecided

Everyone should be getting automated responses to support tickets which states their issues are logged and our CS reps are looking into a solution. When we need more info or we have a solution we will contact you. Not all issues are the same so some take longer then others to resolve. I'm sorry you issue has taken this long and I will see what I can do about pushing thru a solution. Thanks.

subnoxious

newbie

Activity: 2

Merit: 0

Hello,

Here is my info, it's been over 2 weeks since I've had my funds... below is my order ID. MTGOX said it was because I didn't use a redeem code when I was supposed to (in 24hr) and it got sent back to you and now my funds are in limbo.

Please help by emailing me back!

Thanks,

K

OrderID: c6c538d8-9a07-4aca-8b11-842bdc38454d

andrewb

newbie

Activity: 42

Merit: 0

Quote from: URSAY on April 17, 2013, 12:39:49 PM

Quote from: ?? on ??

Quote from: URSAY on April 17, 2013, 12:17:14 PM

Quote from: ?? on ??

Apparently input my email incorrectly because I never received a receipt for the order by email (so I don't have the order #).

My order was in Sunday, funds sent Monday afternoon. I've submitted a support ticket (no response) and a support email (no response). For my full personal info, you can look at those requests, not gonna post it here, but I don't have an order #. Email is [email protected].

MtGox gave me a number separate from my account number for your service, a number that's always worked before, but this time your service asked for it to start with M and end in X. Wasn't sure why, so I just appended that to the number I had. Apparently you needed this number: M70139749X, and I gave M139749X.

My ZipZap Info: Amount to Pay: $159.95, Account Number: 931322408

[edit] Oh, everyone is getting screwed out of their money lately. You guys should just halt operations if you have this many people's money sitting in limbo without any hope for retrieval since you have no actual support staff.

Thanks for your inquiry. We logged new support issues everyday just as most tech companies do. We also solve these problems on a daily basis. It takes time to resolve issues when the customer has made an error on their order.

Have you logged your issue thru our main support channel? bitinstant.com/contact

You can find your order ID and/or quote ID by going back in your browser history when you placed your order.

Thanks!

Browser history is on my phone, I don't have access to it -- does it matter? I gave enough information to access my order if you have a database of them.

Does this thread resolve any issues like the above? Do you have any idea how long this will take? It is a really simple issue to correct (2 numbers missing from an order in a database), and according to the posts in this thread, people are waiting over a week to see their money.

I need this money, I didn't think I was using a service that would hold my money for this long without a response (and probably won't be using the service again). If there's nothing you can actually do to help these issues, I don't know why Mt. Gox pointed me here.

You can see in just 1 page of posts that your support staff under bitinstant.com/contact don't respond to support tickets in a timely manner considering the volume of money they're moving. I've never seen a reputable site that is dealing with this volume of money take more than a day to fix an issue.

We did not make any error in your order which caused delay. All issues take some time to resolve. This is a thread for customer issues so that is why you see so many of them. If you have submitted your issue to our main support channel then it is in queue and it will be fixed shortly. Thanks for your patience.

My order was messed up not due to an error of my own and I have been waiting 14+ days now.

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: Epicblood on April 17, 2013, 12:29:33 PM

Quote from: URSAY on April 17, 2013, 10:29:39 AM

Quote from: Epicblood on April 17, 2013, 10:21:48 AM

Quote from: URSAY on April 17, 2013, 10:18:04 AM

Quote from: Epicblood on April 16, 2013, 11:11:21 PM

It's been 5 days with no reply from BitInstant in regards to the ticket I created through your new contact page.
Would like this fixed ASAP.
Thank you
OrderID: 0cc1b652-da77-438e-9192-d1aa5d81e62a
EventID: d5145f94-c0df-41ff-b8e3-874b2133df3d
QuoteID: 7ed558b9-4236-417b-8008-16547b02d97a

Did you not receive an automated response which states that your issue is logged and we are working on a solution? Have you checked your spam folder?

Yes, 6 days now. and yes I checked my spam folder.

If you try and log the issue again the system should tell you if it is indeed already logged so you can be confident it's in our queue.

I understand that , however it has been 6 days now since I opened this ticket, regardless of how much "backlog" you have, this is unacceptable.
My issue was a simple Gox -> PayPal, it should not take this long to resolve.

If I were able to fix your issue right away then I would. Unfortunately I can only escalate these issues to level 2 support which can resolve your issue. Submitting your issue at bitinstant.com/contact assures that you are waiting to be served in our support queue. Thanks for your patience and I hope we are able to provide you with a solution soon.

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: ?? on ??

Quote from: URSAY on April 17, 2013, 12:17:14 PM

Quote from: ?? on ??

Apparently input my email incorrectly because I never received a receipt for the order by email (so I don't have the order #).

My order was in Sunday, funds sent Monday afternoon. I've submitted a support ticket (no response) and a support email (no response). For my full personal info, you can look at those requests, not gonna post it here, but I don't have an order #. Email is [email protected].

MtGox gave me a number separate from my account number for your service, a number that's always worked before, but this time your service asked for it to start with M and end in X. Wasn't sure why, so I just appended that to the number I had. Apparently you needed this number: M70139749X, and I gave M139749X.

My ZipZap Info: Amount to Pay: $159.95, Account Number: 931322408

[edit] Oh, everyone is getting screwed out of their money lately. You guys should just halt operations if you have this many people's money sitting in limbo without any hope for retrieval since you have no actual support staff.

Thanks for your inquiry. We logged new support issues everyday just as most tech companies do. We also solve these problems on a daily basis. It takes time to resolve issues when the customer has made an error on their order.

Have you logged your issue thru our main support channel? bitinstant.com/contact

You can find your order ID and/or quote ID by going back in your browser history when you placed your order.

Thanks!

Browser history is on my phone, I don't have access to it -- does it matter? I gave enough information to access my order if you have a database of them.

Does this thread resolve any issues like the above? Do you have any idea how long this will take? It is a really simple issue to correct (2 numbers missing from an order in a database), and according to the posts in this thread, people are waiting over a week to see their money.

I need this money, I didn't think I was using a service that would hold my money for this long without a response (and probably won't be using the service again). If there's nothing you can actually do to help these issues, I don't know why Mt. Gox pointed me here.

You can see in just 1 page of posts that your support staff under bitinstant.com/contact don't respond to support tickets in a timely manner considering the volume of money they're moving. I've never seen a reputable site that is dealing with this volume of money take more than a day to fix an issue.

We did not make any error in your order which caused delay. All issues take some time to resolve. This is a thread for customer issues so that is why you see so many of them. If you have submitted your issue to our main support channel then it is in queue and it will be fixed shortly. Thanks for your patience.

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: Katnip on April 17, 2013, 12:22:29 PM

Quote from: URSAY on April 17, 2013, 10:11:57 AM

Quote from: Katnip on April 16, 2013, 10:12:08 PM

Quote from: URSAY on April 14, 2013, 04:07:09 PM

Quote from: Katnip on April 14, 2013, 03:18:44 PM

I went to Moneygram on April 7 & made a deposit to my account, I got the ZipZap confirmation/receipt via email, but never the Bitinstant, and I still have not received the coins.

Do you have any info about your order?

I have the receipt from Wal-Mart/Moneygram & 2 of the ZipZap emails.

zipzap acct. #s ?

-Amount: $125

-ZipZap Account #: Account #
772420998

BTC Address: 1B5WMQX72V1CNRh6DoKEnK8znk9FkaSuUy

Do you have an order # or quote ID #? Thanks.

Epicblood

full member

Activity: 126

Merit: 100

Quote from: URSAY on April 17, 2013, 10:29:39 AM

Quote from: Epicblood on April 17, 2013, 10:21:48 AM

Quote from: URSAY on April 17, 2013, 10:18:04 AM

Quote from: Epicblood on April 16, 2013, 11:11:21 PM

It's been 5 days with no reply from BitInstant in regards to the ticket I created through your new contact page.
Would like this fixed ASAP.
Thank you
OrderID: 0cc1b652-da77-438e-9192-d1aa5d81e62a
EventID: d5145f94-c0df-41ff-b8e3-874b2133df3d
QuoteID: 7ed558b9-4236-417b-8008-16547b02d97a

Did you not receive an automated response which states that your issue is logged and we are working on a solution? Have you checked your spam folder?

Yes, 6 days now. and yes I checked my spam folder.

If you try and log the issue again the system should tell you if it is indeed already logged so you can be confident it's in our queue.

I understand that , however it has been 6 days now since I opened this ticket, regardless of how much "backlog" you have, this is unacceptable.
My issue was a simple Gox -> PayPal, it should not take this long to resolve.

Katnip

newbie

Activity: 8

Merit: 0

Quote from: URSAY on April 17, 2013, 10:11:57 AM

Quote from: Katnip on April 16, 2013, 10:12:08 PM

Quote from: URSAY on April 14, 2013, 04:07:09 PM

Quote from: Katnip on April 14, 2013, 03:18:44 PM

I went to Moneygram on April 7 & made a deposit to my account, I got the ZipZap confirmation/receipt via email, but never the Bitinstant, and I still have not received the coins.

Do you have any info about your order?

I have the receipt from Wal-Mart/Moneygram & 2 of the ZipZap emails.

zipzap acct. #s ?

-Amount: $125

-ZipZap Account #: Account #
772420998

BTC Address: 1B5WMQX72V1CNRh6DoKEnK8znk9FkaSuUy

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: bitcoinplay on April 17, 2013, 12:14:12 PM

After looking at these, thank god I din't use BitInstant!

If you had used BitInstant I'd be here to help in near real time if you had an issue. See if you can get that kind of service from many other exchanges.

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: ?? on ??

Apparently input my email incorrectly because I never received a receipt for the order by email (so I don't have the order #).

My order was in Sunday, funds sent Monday afternoon. I've submitted a support ticket (no response) and a support email (no response). For my full personal info, you can look at those requests, not gonna post it here, but I don't have an order #. Email is [email protected].

MtGox gave me a number separate from my account number for your service, a number that's always worked before, but this time your service asked for it to start with M and end in X. Wasn't sure why, so I just appended that to the number I had. Apparently you needed this number: M70139749X, and I gave M139749X.

My ZipZap Info: Amount to Pay: $159.95, Account Number: 931322408

[edit] Oh, everyone is getting screwed out of their money lately. You guys should just halt operations if you have this many people's money sitting in limbo without any hope for retrieval since you have no actual support staff.

Thanks for your inquiry. We logged new support issues everyday just as most tech companies do. We also solve these problems on a daily basis. It takes time to resolve issues when the customer has made an error on their order.

Have you logged your issue thru our main support channel? bitinstant.com/contact

You can find your order ID and/or quote ID by going back in your browser history when you placed your order.

Thanks!

bitcoinplay

member

Activity: 84

Merit: 10

Bitcoin Play!

After looking at these, thank god I din't use BitInstant!

Topic: Official Newbie BitInstant Support Thread (Active Customer Support) - page 114. (Read 496012 times)