Official Newbie BitInstant Support Thread (Active Customer Support) - page 49.

Gareth Nelson

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Quote from: bitwrangler on June 13, 2013, 02:40:10 PM

here's a theory since we are clearly just being put off.

the CEO is on vacation,etc and the support desk people have little idea what's going on.
employees probably do not have access to any transfers because they have the ability to steal
so everything has to be done by charlie and erik, and where are they? hmmm.

Thoughts?

All senior staff are around, myself included - the only thing holding back those orders is technical issues from when the new site was launched.

shampayne

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Quote from: crazylikeafox on June 13, 2013, 02:35:57 PM

I just have a simple question....is there a single person...anybody...that has had a transaction go through? If so, just reply here. The proverbial sh*t seems to be hitting the fan with these guys. Are transactions from today going through, with those before today "delayed" (I'll use that term to be nice), or are all transactions simply not going through?

I did a cash deposit today, went through no problem. However, I tried placing an order using dwolla on Tuesday and the checkout failed even though they received my money and I have yet to hear back from BitInstant's customer support for more than 48 hours now. How hard could it be to manually process a Dwolla order that was paid for within minutes of creating the order? It could not take more than 5 minutes to look at the Dwolla account and match up a failed order -- I know I am not the only one waiting for bitcoins that paid with Dwolla on Tuesday -- so what the hell is taking so long? As far as I can tell they haven't even started manually processing orders. I don't know how difficult it would be to track and manually process ZipZap payments, but for Dwolla it cannot be that hard.

JustAnotherBitcoinFan

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We don't directly buy BTC, we send USD to our partner coinapult and coinapult buys the BTC on our behalf, if anything we take a loss on delayed orders due to 2 factors:

Thats not 2 factors...thats 3 factors

1 - If an order is past deadline, we don't charge fees, and that means the expense and transaction costs aren't covered - How do we know this is true, we have already been fibbed too about our money being issued in 2 hours, and then fibbed again about getting it soon?

2 - If price has changed, we often have to pay out more to make up the difference and compensate customers - You didn't mention that a price change could also benefit your business massively with the funds your withholding from us.

3 - The obvious PR hits and loss of business. Obviously not if your getting new orders!

There's absolutely nothing to gain through delaying orders.

I'd say number 2# shows a great deal to gain in withholding our funds. Then there is the fact that we may never see our funds, which would definitely benefit your business.

bitwrangler

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here's a theory since we are clearly just being put off.

the CEO is on vacation,etc and the support desk people have little idea what's going on.
employees probably do not have access to any transfers because they have the ability to steal
so everything has to be done by charlie and erik, and where are they? hmmm.

Thoughts?

yahaauser

newbie

Activity: 44

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Im in there it seems dead as all hell

Gareth Nelson

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Quote from: crazylikeafox on June 13, 2013, 02:35:57 PM

I just have a simple question....is there a single person...anybody...that has had a transaction go through? If so, just reply here. The proverbial sh*t seems to be hitting the fan with these guys. Are transactions from today going through, with those before today "delayed" (I'll use that term to be nice), or are all transactions simply not going through?

Recent transactions are going through fine, earlier transactions are still delayed but will be resolved soon.

crazylikeafox

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I just have a simple question....is there a single person...anybody...that has had a transaction go through? If so, just reply here. The proverbial sh*t seems to be hitting the fan with these guys. Are transactions from today going through, with those before today "delayed" (I'll use that term to be nice), or are all transactions simply not going through?

yahaauser

newbie

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Iv been in the one on your irc.bitinstant.com server, for some reason I cant log into freenode

Gareth Nelson

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If you're talking about freenode I just joined

Gareth Nelson

hero member

Activity: 721

Merit: 503

Quote from: yahaauser on June 13, 2013, 02:31:30 PM

Why do you have no support in your IRC channel?

Which IRC channel are you in? We don't actually have an official IRC channel anymore

yahaauser

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Why do you have no support in your IRC channel?

Gareth Nelson

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Quote from: JustAnotherBitcoinFan on June 13, 2013, 02:06:06 PM

Quote from: vrusso123 on June 13, 2013, 02:02:08 PM

I believe you are lying to us. my opinion is that you are sitting on our money, waiting to get a good price on coins, then filling orders for profit. why don't you tell us the exchange rate necessary to meet your profit requirement? then we can watch the exchange to know when our orders will be filled at least.

Roflmao....made me wish I would of seen that one. Just fyi, here in the usa when a business takes money knowing they are not going to be issuing what the person purchased...its called defrauding.

defraud [dɪˈfrɔːd]
vb
(Law) (tr) to take away or withhold money, rights, property, etc., from (a person) by fraud; cheat; swindle

They didn't take a virtual currency from us and are withholding it. They took cash that we have receipts for and have been withholding it for almost 3 days, under a promise of receiving virtual goods within 2 hours.

We don't directly buy BTC, we send USD to our partner coinapult and coinapult buys the BTC on our behalf, if anything we take a loss on delayed orders due to 2 factors:
1 - If an order is past deadline, we don't charge fees, and that means the expense and transaction costs aren't covered
2 - If price has changed, we often have to pay out more to make up the difference and compensate customers
3 - The obvious PR hits and loss of business

There's absolutely nothing to gain through delaying orders.

JustAnotherBitcoinFan

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Quote from: yahaauser on June 13, 2013, 02:11:34 PM

Yeah, there is a guarantee on the site that bitinstant needs to hold themselves too. Is there any way to get an investigative journalist down there to see whats up? from BTC-E Reserves:

BitInstant: 12262 USD

AurumXchange: 7881 USD

I'm going to start calling now. Good idea. :-)

yahaauser

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Yeah, there is a guarantee on the site that bitinstant needs to hold themselves too. Is there any way to get an investigative journalist down there to see whats up? from BTC-E Reserves:

BitInstant: 12262 USD

AurumXchange: 7881 USD

JustAnotherBitcoinFan

newbie

Activity: 28

Merit: 0

Quote from: vrusso123 on June 13, 2013, 02:02:08 PM

I believe you are lying to us. my opinion is that you are sitting on our money, waiting to get a good price on coins, then filling orders for profit. why don't you tell us the exchange rate necessary to meet your profit requirement? then we can watch the exchange to know when our orders will be filled at least.

Roflmao....made me wish I would of seen that one. Just fyi, here in the usa when a business takes money knowing they are not going to be issuing what the person purchased...its called defrauding.

defraud [dɪˈfrɔːd]
vb
(Law) (tr) to take away or withhold money, rights, property, etc., from (a person) by fraud; cheat; swindle

They didn't take a virtual currency from us and are withholding it. They took cash that we have receipts for and have been withholding it for almost 3 days, under a promise of receiving virtual goods within 2 hours.

yahaauser

newbie

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That or we can avoid them and only use them when the price is high or something this is really stupid.

vrusso123

newbie

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I believe you are lying to us. my opinion is that you are sitting on our money, waiting to get a good price on coins, then filling orders for profit. why don't you tell us the exchange rate necessary to meet your profit requirement? then we can watch the exchange to know when our orders will be filled at least.

chrometric

newbie

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https://bitcointalksearch.org/topic/re-case-9029-please-help-me-to-resolve-this-missing-bitcoin-issue-233568 / Re: Case #: 9029. Please help me to resolve this missing bitcoin issue.

Goin on 3 days myself Angry

i've been using BI for around 7 months or so (Scratches head)

and this is the first time i've had such a setback Roll Eyes

gareth? seth? ursay? yankee? LOL

JustAnotherBitcoinFan

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Quote from: URSAY on June 13, 2013, 01:11:42 PM

Quote from: bitwrangler on June 13, 2013, 12:56:25 PM

Quote from: malexpeterson on June 13, 2013, 12:24:11 PM

So they guy that orders 2 hours ago gets service but I have waited 48 hours and still have received none? Hey so anyone know more about this coinbase or any other good services? Honestly I am pretty amazed at this situation and will probably need a new btc vendor.

that has to be them trying to figure out how a transaction that actually worked went thru.

reality check folks... nobody's failed transactions are being reprocessed ATM, they don't know whats broken, they don't know how to fix it. Just request a refund with zipzap and be done with this baffling level of incompetence and lack of support.

This is simply not true. Some orders are going thru with no problems. I am able to fix some issues. We are preparing to manually process the back log once our devs have fixed some of the issues on the new beta site.

I'm not sure where the "lack of transparency" comes in. We've been very forthcoming regarding the issues. The new site launched very recently and it is in beta. We are working to bring all functionality up to speed and we are preparing to manually push thru customer orders.

I am so glad that today another 2000 unsuspecting customers didn't get ripped off! Day 2, no email updates, no eta, no one getting manually taken care of, definitely no transparency (Closed Q&A and etc on their site/ facebook nothing but avoiding answering legitimate questions), and my personal favorite...the whole fault of this according to BitInstant is customers complaining about having their money taken, without receiving a product. For real give us some actual tangible news to the questions we have had, and drop the blame game and stall tactics. We have all been down this road before. I am at 51hrs with no more info, and definitely no money in my account. Pissed is an under statement and I will raise as much hell as I possibley can until I get my damn money...like any other person on this planet getting took would do!

yahaauser

newbie

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Would your customer support please address my transaction or tell me a ETA

Topic: Official Newbie BitInstant Support Thread (Active Customer Support) - page 49. (Read 495996 times)