Official Newbie BitInstant Support Thread (Active Customer Support) - page 118.

wtrispsn

newbie

Activity: 3

Merit: 0

Quote from: URSAY on April 16, 2013, 07:03:34 PM

Quote from: wtrispsn on April 16, 2013, 05:51:38 PM

Quote from: URSAY on April 16, 2013, 05:37:07 PM

Quote from: wtrispsn on April 16, 2013, 05:27:54 PM

I have been waiting ~72 hours for my payment to go through. I contacted customer support ~60 hours ago and haven't received a response. Zipzap says the payment has gone through successfully:

Email: wtrispsn (at gmail)
Order ID 3c322204-1a12-4685-917c-e932f8a72d0a
Quote ID ?
Event ID ?
Fees (inclusive) 3.99%%
Amount you paid $203.95 USD
Amount you will receive $200.00 USD
Destination exchange MtGox
Destination account M80380513X

Zipzap ID: 499 723 112

There was some confusion entering the destination account when I initially made the order, but I promptly contacted support via the website about the mistake. Can I get some help correcting the destination account and getting my order pushed through? Thanks!

Did you log your issue with our main support channel? bitinstant.com/contact

Did you receive an automated response that stated we have logged your issue and we are working on a solution?

I did do both of the above, but I hope you can understand my concern as a first-time customer with depositing a sum and not receiving any acknowledgement besides automation for multiple days (the website claims that most transfers will be done in minutes, and if not, then they will be completed within 24 hours).

I realize that using the Mt.Gox account name instead of the account ID is my fault and is most likely the cause of this, but, in my defense, Mt.Gox says that the account name is acceptable.

Might I suggest adding some validation to this field on your order page? An input mask and a regular expression on the "Mt. Gox account ID" field would go a long way towards rectifying this problem.

Thanks

I believe our site lists the MX number as preferred right on the front page. No worries though. We will fix your issue! Thanks for your patience!

You guys fixed that fast! Great support, will use again! Thanks!

Katnip

newbie

Activity: 8

Merit: 0

Quote from: URSAY on April 14, 2013, 05:07:09 PM

Quote from: Katnip on April 14, 2013, 04:18:44 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.

paradoxal

newbie

Activity: 5

Merit: 0

Quote from: chase1420 on April 16, 2013, 08:16:16 PM

I received an email from RC BitInstant, however they have not fixed my execution price and say that it is FEES for our service.
It was an incorrect execution price and it was my understanding that it would be fixed. On top of that, I still wish for a refund of the fees
as well, it makes no sense to pay for a service fee when you don't receive the service. The service fee was for receiving my BTC at the correct rate
and promptly, which BitInstant failed on both accounts. I want the money I didn't receive from the execution price delay as well as a refund of the fees.

I had a similar email. I was told that at the time my order was submitted, the price was around 180$/BTC.
In my order, after fees, it said I would be receiving 96.01$ worth of BTC (104$ total paid. 0.05$ kiosk fee, 3.95$ fee to zipzap, leaving a 100$ payment to Bitinstant, paying 3.99% to fees for transaction type of zipzap>bitcoin address).

So by my math, I should have received approximately .5333889 BTC (96.01$/(180$/BTC))

I received .39751218 BTC, and I don't see anywhere on the BitInstant site (which was linked to me in the email) where another 20% in fees would come from, and .1BTC would be generous for a miner's fee.

achilles1542

newbie

Activity: 3

Merit: 0

Quote from: silient on April 16, 2013, 10:18:54 PM

Quote from: URSAY on April 15, 2013, 09:15:39 PM

Quote from: silient on April 15, 2013, 09:07:54 PM

Quote from: URSAY on April 15, 2013, 08:31:14 PM

Quote from: silient on April 15, 2013, 08:15:51 PM

Quote from: URSAY on April 15, 2013, 07:54:37 PM

Quote from: silient on April 15, 2013, 06:41:26 PM

Quote from: URSAY on April 15, 2013, 10:20:18 AM

Quote from: silient on April 15, 2013, 08:11:00 AM

Hey, I made three orders to transfer to my mt gox account. Only three went through. I made a mistake when sending funds and misspelled my email. I also neglected to save the quote ID etc.
I DO have the receipt from wiring the money. including reference I.D. account number etc.

Providing any info is helpful.

Also logging your issue at bitinstant.com/contact will make sure that you are in our support queue.

Alright.

Date of transfer
04//12/13 Time 23:16:14 (Eastern standard time)
Reference number :23438824
order amount: $498.93 (Not including zipzap fee)
Do you want the zipzap biller information?

And yes. I'm in the support sytem.

Got a zipzap acct. # ?

Yes.
Its 754 049 468

Gave your order a manual push! You may see some results soon.

Thank you! When should i check back in here if I don't receive funds?

Ask for another push with your zipzap # in 24 hours.

Ursay. I recieved this email.

Quote

Hey there,

This is to notify you that your order has been updated, please find the details below:

We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order

OrderID: 0a570269-55bf-4385-8127-d6ba4edd2a0c
EventID: 5e28bf2e-2a3f-4580-bacb-31fe7cd60214
DestAccount: M22433805X
QuoteID: 42c7cc14-8446-4094-a9aa-776899637143
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1366152400.93
APIResponse: {u'return': {u'xfer': u'878d392d-f457-47b5-b410-6d5b03628de6', u'amount': {u'value_int': u'47044900', u'currency': u'USD', u'display_short': u'$470.45', u'display': u'$470.44900', u'value': u'470.44900'}, u'tx_in': u'00000000-0000-0000-0000-0000000000000', u'tx_out': u'00000000-0000-0000-0000-0000000000000'}, u'result': u'success'}
FundsSent: $470.449 USD

However. That is NOT my Mtgox account.
This is

M21345146X

How do we resolve this error? I did NOT enter the wrong Mtgox number on purchase. I copy and pasted the ID. I couldn't have made a mistake

silient

newbie

Activity: 25

Merit: 0

Quote from: URSAY on April 15, 2013, 09:15:39 PM

Quote from: silient on April 15, 2013, 09:07:54 PM

Quote from: URSAY on April 15, 2013, 08:31:14 PM

Quote from: silient on April 15, 2013, 08:15:51 PM

Quote from: URSAY on April 15, 2013, 07:54:37 PM

Quote from: silient on April 15, 2013, 06:41:26 PM

Quote from: URSAY on April 15, 2013, 10:20:18 AM

Quote from: silient on April 15, 2013, 08:11:00 AM

Hey, I made three orders to transfer to my mt gox account. Only three went through. I made a mistake when sending funds and misspelled my email. I also neglected to save the quote ID etc.
I DO have the receipt from wiring the money. including reference I.D. account number etc.

Providing any info is helpful.

Also logging your issue at bitinstant.com/contact will make sure that you are in our support queue.

Alright.

Date of transfer
04//12/13 Time 23:16:14 (Eastern standard time)
Reference number :23438824
order amount: $498.93 (Not including zipzap fee)
Do you want the zipzap biller information?

And yes. I'm in the support sytem.

Got a zipzap acct. # ?

Yes.
Its 754 049 468

Gave your order a manual push! You may see some results soon.

Thank you! When should i check back in here if I don't receive funds?

Ask for another push with your zipzap # in 24 hours.

Ursay. I recieved this email.

Quote

Hey there,

This is to notify you that your order has been updated, please find the details below:

We have made a direct deposit into your MTGox account and there is no need to use the coupon system on this order

OrderID: 0a570269-55bf-4385-8127-d6ba4edd2a0c
EventID: 5e28bf2e-2a3f-4580-bacb-31fe7cd60214
DestAccount: M22433805X
QuoteID: 42c7cc14-8446-4094-a9aa-776899637143
User: SYSTEM
DestExchange: mtgox
eventtype: Order executed
EventSentAt: 1366152400.93
APIResponse: {u'return': {u'xfer': u'878d392d-f457-47b5-b410-6d5b03628de6', u'amount': {u'value_int': u'47044900', u'currency': u'USD', u'display_short': u'$470.45', u'display': u'$470.44900', u'value': u'470.44900'}, u'tx_in': u'00000000-0000-0000-0000-0000000000000', u'tx_out': u'00000000-0000-0000-0000-0000000000000'}, u'result': u'success'}
FundsSent: $470.449 USD

However. That is NOT my Mtgox account.
This is

M21345146X

How do we resolve this error? I did NOT enter the wrong Mtgox number on purchase. I copy and pasted the ID. I couldn't have made a mistake

glt512

newbie

Activity: 28

Merit: 0

when are ya'll going to get funds at bitstamp? it's been 10 days yo

ASICPool

member

Activity: 80

Merit: 10

Quote from: URSAY on April 16, 2013, 09:06:04 PM

Quote from: ASICPool on April 16, 2013, 09:02:45 PM

It's been 9 days.
Come on BitNotSoInstant.

Do you have any order info?

Been on the 'support list' for 7 days. No update and no response from staff.

Quote ID
1134b80a-7847-42f4-8923-746f9e9bf61a
Event ID
80a38fdb-be1e-4769-a220-58a3be8b062a
Fees (inclusive)
3.99%%
Amount you paid
$300.0 USD
Amount you will receive
$288.03 USD
Destination exchange
Bitcoin Address
Destination account
1AB4tm4y6fVPuvbWbdvoBXZLGGWn4hpECt
Collapse this post

Boo360

newbie

Activity: 23

Merit: 0

Waiting on some support for my BTC -> Email transfer. Email says BitInstant sent 0btc worth $0. Good times. 3rd Issue with BitInstant.

lifted1

newbie

Activity: 28

Merit: 0

Quote from: URSAY on April 16, 2013, 07:07:31 PM

Quote from: lifted1 on April 16, 2013, 06:16:31 PM

Quote from: URSAY on April 15, 2013, 05:01:50 PM

Quote from: lifted1 on April 15, 2013, 04:58:42 PM

Quote from: URSAY on April 15, 2013, 02:06:50 PM

Quote from: lifted1 on April 15, 2013, 02:01:36 PM

Quote from: lifted1 on April 15, 2013, 07:29:10 AM

Quote from: URSAY on April 14, 2013, 11:52:14 PM

Quote from: lifted1 on April 14, 2013, 09:47:51 PM

Quote from: URSAY on April 14, 2013, 09:03:49 PM

Quote from: lifted1 on April 14, 2013, 08:51:45 PM

Quote from: URSAY on April 14, 2013, 06:10:50 PM

Quote from: lifted1 on April 14, 2013, 06:04:56 PM

Quote from: URSAY on April 14, 2013, 05:58:37 PM

Quote from: lifted1 on April 14, 2013, 05:49:21 PM

Quote from: URSAY on April 14, 2013, 01:25:39 PM

Quote from: lifted1 on April 14, 2013, 10:14:07 AM

Folks, I have received my deposit to Gox, after about 17 days. However, it's only been about 3 days since I logged my complaint here. . Ursay I want to thank you for sticking to your word. I'm not gonna lie, I'm a little disappointed that I still got charged bitinstant fees... and that on top of that I have to pay $100 per btc instead of the $85 it would have been if my deposit had been processed correctly. But, somehow I feel like I won today, and I suppose that's worth something. Thanks.

Thanks for posting. Again I apologize for any issues you have experienced. If you will allow me to open a ticket for you regarding your execution price I will try to resolve the issue for you. Would this be okay?

Absolutely. Just tell me what to do and I'll be on it faster than whores on crack. Grin

Folks, be patient and give these guys a chance to help. If you provide the appropriate information in the correct places, you will get your money. Even I was skeptical at first, but I think it's clear that these guys are getting it done.

Order ID # ?

This is the one I got today which successfully deposited funds to gox:
OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9

This one is the original I got on Match 28: OrderID: 412773bf-8dc9-4316-99be-317fe346947e

THANK YOU URSAY !!!

I'm sorry but could you please be clear about what I am looking into? I only need information regarding orders that you have a problem with. Thanks for clarifying!

Ursay, You asked me to provide you with an order ID so you could look into an execution price. In my last post, I provided you with both the order ID for my original transaction on march 28, which was unsuccessful( when BTC was $85), and the order ID for the successful deposit that finally made it to my gox account today. I wasn't sure which you would need in order to look into the execution price, so I gave you both. Please let me know if there's something else I need to do. Thanks much.

Give me exact figures. What did you receive? What did you expect?

@URSAY

Oh , got ya. Well, at the time of my deposit on March 28 btc was apx. $85, and today was bought at $95.90. I saw it posted here that Bitinstant would be honoring the BTc value at that time of their failed deposits. But how do you do that if the BTC was purchased from GOX and BI isn't actually supplying me with the BTC? Honestly, I'd just be happy if Bitinstant would reimburse me for it's transaction fees at least. I mean, I don't wanna sound like too much of a bitch , but putting me through what BI just put me through for 2 weeks, costing me $ in BTC value, and then charging me apx. $25 for its service just feels a bit like a slap in the face to me.

Escalated your request for fee reversal.

@URSAY

Last night, shortly after you posted this, I received an email from Mandrik :

"Sorry for the delay! I just manually processed your order, and you should receive your funds shortly. Thanks!

---
Sincerely,
Mandrik "

I assumed it was in response to the fee refund you mentioned, but as of this morning I am still not seeing anything. I just wanna make sure I'm looking in the right place for the right thing. Can you tell me anything about this? Thanks

URSAY,

I was exchanging pm with you, but I'll just post my email here. [email protected]. This is in regard to : OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9
You were escalating a refund for bitinstant fees attached to this order. I received the above email from mandrik last night saying my order was processed. I assumed it was the refund, but have not received anything. You asked me for my email address so you could look into it. I hope I've given you the necessary info. Thank you very much for the effort.

Thanks for providing useful info! What BTC addy would you like your funds sent to? Thanks!

1DVtcrbeadE4TtQGUpKGXhPu3iggwiYXNz

Thank you URSAY !!!

Got it ty!

HI URSAY,
Not a complaint here, just more of an FYI. The refund has not found its way to me yet. Just wanted to keep you posted on it and keep myself on the radar. I know you folks are very busy. Thanks again.

These price execution issues take time to research. Thanks for being patient.

Thanks dude. But just to be clear, it's a fee reversal and not a price execution issue.

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: ASICPool on April 16, 2013, 09:02:45 PM

It's been 9 days.
Come on BitNotSoInstant.

Do you have any order info?

spiritglove

newbie

Activity: 47

Merit: 0

Loading

Order receipt

Order ID    815b80bb-a167-4274-a6a7-cc024000ae65
Quote ID    a5d8b4e4-6a15-412d-b16a-7090fc57f544
Event ID    f3f5f90f-eb95-41c0-8eef-2611bbcad27e
Fees (inclusive)    3.99%%
Amount you paid    $125.0 USD
Amount you will receive    $120.0125 USD
Destination exchange    Bitcoin Address
Destination account    1N4urTfHaZ3WgDmieANFB2Qzc7EYw4NG4k
Order event log
Timestamp    Event ID    Event type
Sat Apr 6 00:43:06 2013   f3f5f90f-eb95-41c0-8eef-2611bbcad27e   Quote for new transaction
Sun Apr 7 16:06:17 2013   e3c9b38c-4516-4442-a5d0-67a90f9225d1   New Order
Sun Apr 7 16:04:36 2013   6401146e-4ef4-4d39-a45c-7c2c6b6a35e3   Coinapult Order Loading
Sun Apr 7 16:09:35 2013   0b5e036a-2d0d-4e5f-aa75-b3186c1b5540   MTGox Order Loading

Whats Today??
I can't complain too much I guess I did get some of my money pushed through

ASICPool

member

Activity: 80

Merit: 10

It's been 9 days.
Come on BitNotSoInstant.

dannnk

newbie

Activity: 8

Merit: 0

Quote from: URSAY on April 16, 2013, 10:12:33 AM

Quote from: dannnk on April 15, 2013, 10:13:18 PM

Quote from: URSAY on April 14, 2013, 05:43:15 PM

Quote from: dannnk on April 14, 2013, 04:47:20 PM

Quote from: URSAY on April 14, 2013, 01:34:56 PM

Quote from: dannnk on April 14, 2013, 01:30:20 PM

Can you please look int my issues?
I posted here on the 9th and sometime later was told I was added to the support queue but never heard anything after that.

I emailed you, like you asked, and you emailed me back saying I was in the support queue but never heard anything after that.

I then went to the contact page on the bitinstant page and filled out those forms, got a automated reply saying it would be looked into, and never heard anything back.

Can you please look into these?

I tried to send $250.00 directly to Bitstamp. (ZipZap already took its 3.95 and confirmed it sent you the rest)

OrderID: 8af24270-f2a1-4e84-8bb7-6a77cc88f13a
EventID: 824b6fb6-82aa-4dfa-ba77-f546dbab18ea
QuoteID: 00610994-aa35-4617-8446-c22ea6185b65

And this one for $30 which was a transfer rom Dwolla to Bitstamp.The money was removed from my Dwolla account, but never added to my BitStamp account.

OrderID: 1b6597e2-f9ac-4890-ab87-f5e482ff6eb1
EventID: 23457d6f-82bf-46e7-882a-c7a97433534e
QuoteID: 57b27beb-381a-4cbc-ad9d-5358677f49c4

Thank you for your attention in the matter.

zipzap acct. # ?

565540010

Gave your order a manual push! I hope you see some results soon!

Still nothing.

Gave you another push!

Still nothing. :-(

trusturtechnolust

newbie

Activity: 6

Merit: 0

thats a probl

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: chase1420 on April 16, 2013, 08:16:16 PM

I received an email from RC BitInstant, however they have not fixed my execution price and say that it is FEES for our service.
It was an incorrect execution price and it was my understanding that it would be fixed. On top of that, I still wish for a refund of the fees
as well, it makes no sense to pay for a service fee when you don't receive the service. The service fee was for receiving my BTC at the correct rate
and promptly, which BitInstant failed on both accounts. I want the money I didn't receive from the execution price delay as well as a refund of the fees.

I will resubmit your ticket asking for fee reversal.

chase1420

newbie

Activity: 21

Merit: 0

I received an email from RC BitInstant, however they have not fixed my execution price and say that it is FEES for our service.
It was an incorrect execution price and it was my understanding that it would be fixed. On top of that, I still wish for a refund of the fees
as well, it makes no sense to pay for a service fee when you don't receive the service. The service fee was for receiving my BTC at the correct rate
and promptly, which BitInstant failed on both accounts. I want the money I didn't receive from the execution price delay as well as a refund of the fees.

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: Bjork on April 16, 2013, 07:16:38 PM

What a surprise, another business day comes to an end with no coins.

Been over 8 days

Not all issues are simple and easy to solve. You issue has already been escalated and we apologize for the delay.

Bjork

sr. member

Activity: 457

Merit: 250

Look for the bear necessities!!

What a surprise, another business day comes to an end with no coins.

Been over 8 days

filthyhobo

newbie

Activity: 6

Merit: 0

Quote from: URSAY on April 16, 2013, 07:09:09 PM

Quote from: filthyhobo on April 16, 2013, 07:03:23 PM

Quote from: URSAY on April 16, 2013, 07:00:20 PM

Quote from: filthyhobo on April 16, 2013, 05:38:21 PM

Entered order 04/07/2013:

OrderID: d6beccd7-de6a-480f-91ad-b89fdde9f2c8

$70 from Mt.Gox Coupon to Bitcoin Address.

The status has been sitting at MTGox Order Loading for 9 days now with no email or transfer to bitcoin address.

Please address this as soon as possible. Thank you.

Have you logged your issue thru our main support channel?

bitinstant.com/contact

I have but haven't heard anything back yet. I first attempted to contact them a week ago.

You should receive an automated response that notes your issue as being logged and added to our support queue. Can you check your spam? You may want to try logging the issue again as the system will notify you if it's a dupe log.

I did receive the usual thank you for contacting support email. I have not received anything beyond that though. This is twice I've attempted to contact support about this. Received support emails for both, but never got a response.

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: filthyhobo on April 16, 2013, 07:03:23 PM

Quote from: URSAY on April 16, 2013, 07:00:20 PM

Quote from: filthyhobo on April 16, 2013, 05:38:21 PM

Entered order 04/07/2013:

OrderID: d6beccd7-de6a-480f-91ad-b89fdde9f2c8

$70 from Mt.Gox Coupon to Bitcoin Address.

The status has been sitting at MTGox Order Loading for 9 days now with no email or transfer to bitcoin address.

Please address this as soon as possible. Thank you.

Have you logged your issue thru our main support channel?

bitinstant.com/contact

I have but haven't heard anything back yet. I first attempted to contact them a week ago.

You should receive an automated response that notes your issue as being logged and added to our support queue. Can you check your spam? You may want to try logging the issue again as the system will notify you if it's a dupe log.

Topic: Official Newbie BitInstant Support Thread (Active Customer Support) - page 118. (Read 495996 times)