Official Newbie BitInstant Support Thread (Active Customer Support) - page 20.

taymgates

newbie

Activity: 2

Merit: 0

Quote from: taymgates on June 18, 2013, 02:14:27 PM

Been going on awhile now and still have not recieved my BTC. Not sure what is going on here... PLEASE HELP

sent: $323.95
Transaction ID: f7e92174-84b0-4d49-ba8f-fcdcc3801e0f
reference to Case #15941

Please let me know whatever I can do to make this transaction work. Kinda crazy sending alot of money to you and being left in the dark with no real support team or system on hand to chat with or help resolve issues.

PuertoLibre

legendary

Activity: 1890

Merit: 1003

Quote from: URSAY on June 18, 2013, 08:56:36 AM

Quote from: PuertoLibre on June 17, 2013, 06:04:33 PM

Quote from: PuertoLibre on June 17, 2013, 05:15:22 AM

Quote from: URSAY on June 16, 2013, 11:37:55 AM

Quote from: PuertoLibre on June 16, 2013, 10:02:51 AM

Quote from: Gareth Nelson on June 16, 2013, 09:17:22 AM

Quote from: PuertoLibre on June 16, 2013, 07:51:57 AM

Quote from: URSAY on June 15, 2013, 09:07:25 PM

Quote from: dben428 on June 15, 2013, 08:29:14 PM

Hello,

Just used BitInstant for the first time. Everything worked out nice and quickly. Unfortunately, in the half hour it took me to run to the store for the money gram, the price of BTC went up a bit. When all was said and done, I ended up with ~0.978 instead of 1.0 BTC. I guess there is no way to make up that difference? I'd hate to do another full order + fees + trip to the store just for that tiny amount.

Thanks.

Your price is not locked in when you create a quote. Regardless, if you think you have an issue that needs correction then it should go to support.bitinstant.com

What do you mean it's not locked?

Do you mean if we created a quote when 5 BTC equaled 500 USD...if it took 1 day for you to process and the price per BTC drops to 75...then we will get 375USD (before fees)?

Our system has a hard deadline of 24 hours, past which customers are entitled to fee refunds and compensation for price changes. The soft deadline (which is what we aim to deliver the majority of orders in) is 1 hour, and between those 2 timeframes we don't make a formal commitment to prices other than market rate as determined by our partners at coinapult.

You do realize that this is not directly implied on your website?

That is one hell of a bombshell to drop on people.

So basically, we don't actually know what rate we are getting until after we get it....?

Everything about the BitInstant website leads a person to believe they are going to get a fixed transaction (1 BTC for a certain amount of USD) as soon as finalized or as soon as it is paid in full. You'd better make it more obvious that prices are honored when executed rather than when paid. (huge variance right there)

Anyway:

Order: df07ed15-e31f-48be-9d0f-da85a3a59c58

There was some hickups with my order getting processed. Apparently customer service alerted me that the blockchain took its sweet time to confirm my payment. Even though I made the payment a few seconds after receiving the BitInstant address several days ago. You can check the timestamp to confirm when the transfer was made.

My order is still in limbo and I am definitely invoking the 24 hours clause. (fee free)

This is all covered in our terms of service. Sorry for the delay on your order. We are working on a solution. Thanks.

Any updates to my order?

Order: df07ed15-e31f-48be-9d0f-da85a3a59c58

Please issue an immediate refund for my order. I lost count of how many days I have been waiting.

It is probably my seventh day (7th). My issue wasn't even related to zipzap or coinapult or whoever.

Been ignored by BitInstant support for the last 2 days.

So just send the exact BTC (including BTC fees) back into my account. I have already found a reliable partner who can do this for me with almost no delay. (And no, they are not automated!)

I can try to add additional instructions to your order that indicate a refund but that will likely add additional waiting time to your issue. Your call.

Resolve it in any way you choose.

Whatever is shorter. Just make sure whatever the resolution it is, it ends with 500USD at a Paypal account (without fees as it is past 24 hours) or a refund of 4.56xxxx BTC. Whatever is shorter. Time is money as your website header says. You lateness to deliver on the transaction has already cost me 35 dollars so far.

Make sure to tell me what you chose and what you were capable of as a company.

(P.S. I don't hold it against you URSAY, I simply hold it against BitInstant.)

Sunyata

newbie

Activity: 8

Merit: 0

Quote from: URSAY on June 18, 2013, 08:57:41 AM

Quote from: Sunyata on June 17, 2013, 09:37:51 PM

Hi Ursay,

I just recently purchased some BTC and had some sent to my wallet yet I have no e-mail confirmation from bitinstant or zip zap that my payment went through. I understand that it can take up to 24 hours for my coins to come through I am just worried since I have yet to see an e-mail confirmation of my payment. The account number was 212 203 202 and it was sent to the BTC address 1HkVuiXZwKfkMBfK5DvtJcMBkqTe5wn8HS.

Edit: I still don't have either an order number or confirmation e-mail 12+ hours after payment. I am starting to become slightly concerned.

Please log your issue at support.bitinstant.com with the info you have available.

Hey URSAY,

Thanks for the reply! I opened up a ticket about 20 hours ago, and I am waiting for reply on that now. I am just wondering how long it will take to get a reply?

cardcomm

sr. member

Activity: 294

Merit: 250

I (along with MANY others) had an issue with an order that took several days to resolve. I've already requested a refund of my fees, and have had no response. You promised earlier in this thread you would be considering a method to compensate the hundreds of customers left hanging for funds.

WHAT MUST I DO TO GET MY FEES REFUNDED? It seems foolish to make everyone submit a request - you KNOW who's orders had problems.

Loser15

newbie

Activity: 11

Merit: 0

Case #13935

transaction still says pending, i know you all are extremely busy but this is a quick fix. just need the account number it's being sent to changed from 206660 to M51206660X

sorry for the impatience

dave23

full member

Activity: 132

Merit: 100

in reference to Case #15883:

Event Log
Date   Event Type   Event ID
06/18/13 13:53   New Order   333bc4c4-0d7f-44b4-a86b-890756ca03a7
06/18/13 13:53   ZipZap Payment Received   0de1d705-aa05-409c-9b1d-0a9b75ff4748
06/18/13 13:53   Coinapult error   7ba2b1a8-aa28-4e55-a904-138c2da734b5

When will this be resolved? I am doing something that is time sensitive and based on my previous transactions I expected to have my bits in an instant.

taymgates

newbie

Activity: 2

Merit: 0

Been going on awhile now and still have not recieved my BTC. Not sure what is going on here... PLEASE HELP

sent: $323.95
Transaction ID: f7e92174-84b0-4d49-ba8f-fcdcc3801e0f
reference to Case #15941

tacobell

member

Activity: 86

Merit: 10

hmmm dont know why it not working for everyone else...just did a guest transaction 5 minutes ago for 500 and it was in my account before i got home...literally less than 10 min after i paid....that being said i was charged a little more than usual...only recieved 4.34 coin from 500 bux which equates to me paying 115.00 per coin... beggers cant be choosers but any reason why that so high? that like almost 10%

frank85

newbie

Activity: 1

Merit: 0

Quote from: Gareth Nelson on June 18, 2013, 10:29:59 AM

Quote from: ForgottenWarrior on June 17, 2013, 11:10:42 PM

I have used your services numerous time and have never waited more that 1 hour for my coin to reach its MTGOX destination until now!
It has been over 4 hours and My time Is My Money. You charge a fee so why let us down. If i do not get my coin at the rate at which you receive my money-gram then this three times a week customer will use a different banker,
FW
Please get back to me

Have you got a support ticket open or can you provide your order details?

Subject: BitInstant Transaction Failed

Hi

Thank you for using BitInstant!

This email is to notify you that while received your payment successfully, we have encountered an error while trying to process your transaction at Jun 11 2013 18:49:39, meaning your order has currently failed.
Transaction ID: 8fb55a51-71a3-4da6-96c4-5458dde44c3a
Case #: 10203

I have been more than patient with BITINSTANT. correct me if i'm wrong, a week AND for $503.95!! with no end in site...

BitOmni

newbie

Activity: 24

Merit: 0

BitInstant has been fair in solving issues. I would be more patient with them to get your issue resolved.

You'll be more than happy once you get this working.

+1 for Bitinstant.

technomancer

sr. member

Activity: 252

Merit: 251

Still same problem.
We are experiencing problems with one of our partners, please try again later..... when you fix this problem?

Gareth Nelson

hero member

Activity: 721

Merit: 503

Quote from: prophexy on June 17, 2013, 03:49:55 PM

Quote from: prophexy on June 17, 2013, 03:48:30 PM

Quote from: URSAY on June 17, 2013, 01:39:13 PM

Quote from: prophexy on June 17, 2013, 10:17:40 AM

I just paid $139.95 to BitInstant. I get this in my email:

"Thank you for using BitInstant!

This email is to notify you that while received your payment successfully, we have encountered an error while trying to process your transaction at Jun 17 2013 14:56:50, meaning your order has currently failed.

Transaction ID: 4c93363c-1892-4b9f-b04a-1ec512fc11b0" etc, etc.

I have used BitInstant and NEVER had any problems. Now I get this. I login to my BitInstant account, and see that they had no issues whatsoever accepting my money, but there is a "Coinapult error." I had something that had to be purchased today, that's why I went w/BitInstant was for their speed in transferring BTC to my account.

Someone from BI care to explain this and send me my BitCoins, please?

Please log your issue at support.bitinstant.com so we can work to provide you with a solution.

I did log this issue with support. They gave me some crappy generic response of contacting Coinapult and expecting me to wait 1-3 days for a REPLY from them, not even a solution. The other guy up there ordered the same time (around) that I did, and had the same issue, and has received his coins. I am just wondering why that is, when I have yet to receive mine? Im sorry, I made a purchase that had to be purchased today before 11:59pm, so I am HOPING that you can resolve this issue for me.

UPDATE: I am getting a bunch of MtGox transfer errors on my BitInstant.com login when I view the order placed. Uhm... I didn't place an order to goto MtGox. It was a direct to BitCoin address order to my Blockchain account...

I just checked on this, your order failed due to an invalid bitcoin address, please update your support ticket with a known good address.

Gareth Nelson

hero member

Activity: 721

Merit: 503

Quote from: ForgottenWarrior on June 17, 2013, 11:10:42 PM

I have used your services numerous time and have never waited more that 1 hour for my coin to reach its MTGOX destination until now!
It has been over 4 hours and My time Is My Money. You charge a fee so why let us down. If i do not get my coin at the rate at which you receive my money-gram then this three times a week customer will use a different banker,
FW
Please get back to me

Have you got a support ticket open or can you provide your order details?

Gareth Nelson

hero member

Activity: 721

Merit: 503

Quote from: ardana123 on June 18, 2013, 09:55:00 AM

ask your boss whether you're gonna do gox to bitstamp again then in the future

stop being so generic in your replies, you're almost like a robot, all you need to do is answer questions using "affirmative" and "negative" now

We will be bringing back gox to bitstamp and other features once we've fixed any other outstanding issues of higher priority.

Gareth Nelson

hero member

Activity: 721

Merit: 503

Quote from: URSAY on June 18, 2013, 08:59:20 AM

Quote from: nightwolf2013 on June 17, 2013, 09:49:25 PM

Hi I sent a Bitcoin-email transfer on JUNE 1st 2013 and still no bitcoins in my email. I have contacted coinapult and bitinstant but still no response.

Gabe Sukenik of coinapult emailed me but he has not responded to my response email for 10 days.

Here is my information:

OrderID: 29618d6d-9a17-4f99-a837-1c310fb9a2ba
EventID: 49c064b5-973e-4b72-a446-da0818c8b46f
QuoteID: 5dae435b-2410-4e36-9680-2efa9370fa17

$192.02 hang in the balance. Please rescue me!

It's been over 2 weeks, and I have been patient because I know you guys are really busy, but can someone please fix my situation?

Thank you for your help!!

EDIT: I sincerely apologize to URSAY. His response email was put into a different box in my mail. HOWEVER, my target email address for the bitcoins did not receive an email containing the coinapult bitcoins. I have emailed URSAY from a different address.

If your issue is in the hands of Coinapult support then I can't help much. I know they have a support back log as well so I would suggest you stay patient and respond to your support ticket as needed.

To elaborate on this, this order was sent to coinapult and we got back a successful response from their API, but traditionally tormail has been problematic. If you still haven't gotten a response from coinapult please update your support ticket and provide an alternate email address.

ardana123

hero member

Activity: 504

Merit: 500

ask your boss whether you're gonna do gox to bitstamp again then in the future

stop being so generic in your replies, you're almost like a robot, all you need to do is answer questions using "affirmative" and "negative" now

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: ardana123 on June 18, 2013, 09:10:10 AM

Don't you guys do Gox to bitstamp transfers anymore on the new site?

All functionality that we have available is on bitinstant.com

I'm sorry that I have no ETAs for any missing functionality.

ardana123

hero member

Activity: 504

Merit: 500

Don't you guys do Gox to bitstamp transfers anymore on the new site?

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: gordon154 on June 18, 2013, 07:33:55 AM

I demand satisfaction. On Sunday, I purchased $373.95 worth of bitcoins, and I still have not received an email from Bitinstant or my bitcoins. All of my attempts to contact customer support have gone unanswered. If I have to pursue some sort of legal action, I will.

Please log your issue at support.bitinstant.com

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: ForgottenWarrior on June 17, 2013, 11:10:42 PM

I have used your services numerous time and have never waited more that 1 hour for my coin to reach its MTGOX destination until now!
It has been over 4 hours and My time Is My Money. You charge a fee so why let us down. If i do not get my coin at the rate at which you receive my money-gram then this three times a week customer will use a different banker,
FW
Please get back to me

Please log your issue at support.bitinstant.com

Topic: Official Newbie BitInstant Support Thread (Active Customer Support) - page 20. (Read 496011 times)