Topic: Official Newbie BitInstant Support Thread (Active Customer Support) - page 72. (Read 496012 times)

Quote from: URSAY on May 02, 2013, 04:00:49 PM

rstephe / mwp / Vict0ar / mroth7684

You should see a resolution today on your price execution issues.

I received .4 more BTC. That gives me a price of $476.257605/(.4 + 3.70151298) = $116.117541825 per bitcoin.

I made this purchase on the april 12 2013. 04/12/2013. at 1:35 PM Eastern Standard Time. The MtGox chart uses UTC, which is 4 hours ahead, so it correlates with 18:35 MtGox time. The purchase was processed by ZipZap at 2:21 EST, which is 19.21 UTC.

Over this time, it was never near $116 per bitcoin.

The high for the 18:00 UTC hour was 89.7. The high for the 19:00 hour was 95.89.

So, I am clearly still owed money. You said earlier that the price was based on when the order was placed which would make the MAX price for me at $89.7 per BTC.

$476.257605 / 89.7= 5.30944933 BTC
I have been paid 4.10151298 BTC.
So I am still owed, AT LEAST, 5.30944933 - 4.10151298 = 1.20793635 BTC

I really have no idea how the research team came up with the price it did.

https://bitcointalksearch.org/topic/m.1846111

I will reopen your issue and look at it again.

any word on this? thank you.

Your final refund was escalated on 4/22 and is now just waiting in queue for completion. Thanks for your patience.

Ursay, I have not heard anything about this. Nothing on the blockchain or at my address. Nothing in my email. Is it still in the queue?

I can look up a status on this if you provide me with your email. Thanks.

[email protected]

We sent you your refund and added some extra BTC on 4/16.

https://blockchain.info/tx/8038fdd00cb1f140570fdac95a67bf712579aa553d46ab83df2979481098d1d7

I am quite confused. I have received 4.10151298 BTC total for $476.257605 on an order placed on april 12. Given the prices at the time, this seems obviously too low. Yes, I know that i received 3.7 BTC and then .4 more BTC on april 16th.

If you scroll up in list of messages, you will see that you said my refund was escalated on the 22nd. What does that mean?

This means that you will receive a refund soon. Thanks.

Vict0ar

newbie

Activity: 19

Merit: 0

Quote from: Vict0ar on May 02, 2013, 03:35:05 PM

Quote from: needmycoins on May 04, 2013, 05:01:15 PM

rstephe / mwp / Vict0ar / mroth7684

You should see a resolution today on your price execution issues.

I received .4 more BTC. That gives me a price of $476.257605/(.4 + 3.70151298) = $116.117541825 per bitcoin.

I made this purchase on the april 12 2013. 04/12/2013. at 1:35 PM Eastern Standard Time. The MtGox chart uses UTC, which is 4 hours ahead, so it correlates with 18:35 MtGox time. The purchase was processed by ZipZap at 2:21 EST, which is 19.21 UTC.

Over this time, it was never near $116 per bitcoin.

The high for the 18:00 UTC hour was 89.7. The high for the 19:00 hour was 95.89.

https://i.imgur.com/y9pRP1T.png

https://i.imgur.com/emm2AIV.png

So, I am clearly still owed money. You said earlier that the price was based on when the order was placed which would make the MAX price for me at $89.7 per BTC.

$476.257605 / 89.7= 5.30944933 BTC
I have been paid 4.10151298 BTC.
So I am still owed, AT LEAST, 5.30944933 - 4.10151298 = 1.20793635 BTC

I really have no idea how the research team came up with the price it did.

https://bitcointalksearch.org/topic/m.1846111

I will reopen your issue and look at it again.

any word on this? thank you.

Your final refund was escalated on 4/22 and is now just waiting in queue for completion. Thanks for your patience.

Ursay, I have not heard anything about this. Nothing on the blockchain or at my address. Nothing in my email. Is it still in the queue?

I can look up a status on this if you provide me with your email. Thanks.

[email protected]

We sent you your refund and added some extra BTC on 4/16.

https://blockchain.info/tx/8038fdd00cb1f140570fdac95a67bf712579aa553d46ab83df2979481098d1d7

I am quite confused. I have received 4.10151298 BTC total for $476.257605 on an order placed on april 12. Given the prices at the time, this seems obviously too low. Yes, I know that i received 3.7 BTC and then .4 more BTC on april 16th.

If you scroll up in list of messages, you will see that you said my refund was escalated on the 22nd. What does that mean?

needmycoins

newbie

Activity: 6

Merit: 0

Sure,
Quote ID 8170de56-e570-4556-b959-0876c3926069
Event ID 5b30ca6d-228a-4633-8961-7d6903db1447, i have contacted support already at bitinstant.com, guess at this point just waiting on coinapult to fix it on their end.

Gareth Nelson

hero member

Activity: 721

Merit: 503

How long does it normally take when coinapult needs be contacted on a support issue?

About 1 business day, it's the weekend right now so people aren't around as much unfortunately, if you'd like to give me the details though I can bring it up and hope someone responds quicker.

needmycoins

newbie

Activity: 6

Merit: 0

How long does it normally take when coinapult needs be contacted on a support issue?

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: RainyVermillion on May 02, 2013, 06:53:48 PM

Quote from: RainyVermillion on April 23, 2013, 11:15:27 AM

Quote from: RainyVermillion on April 16, 2013, 10:40:53 AM

Quote from: URSAY on April 15, 2013, 04:40:37 PM

Quote from: RainyVermillion on April 15, 2013, 04:30:58 PM

Quote from: RainyVermillion on April 08, 2013, 08:44:12 PM

Lost Money

Hi! Almost 24 hours ago I tried using BitInstant to fund my Mt. Gox account. Some of the transactions eventually showed up in my Mt. Gox, but there is one that still hasn't, and it's worrying me to death. $503.95 of my money has disappeared after successfully getting through ZipZap. The money was never deposited into Mt.Gox.

I lost the order number, but I know that it's one of these three ZipZap transactions ($503.95 each):
893711812, 899646723, or 224400564
.
.
.

URSAY, it's almost been a week and no resolution! Angry

Could you kindly give me the status of my support ticket (4/9)? When can I expect the money to be deposited into my account? Your response is much appreciated.

Have you been able to figure out which 3 of the transactions that you actually have the issue with?

URSAY, I don't believe that's possible at this point. All I have are the 3 ZipZap account numbers for three transactions of the same amount, and all three transactions were successfully processed. So BitInstant got all my money, but I only got two deposits in my Mt. Gox account and the account history doesn't give any details other than 'Transfer from bitinstant: BitInstant transfer', so I have no way of knowing which of the two made it, and which one didn't. Hopefully I was able to explain that properly.

Because I lost the Order Ids (my computer crashed and BitInstant doesn't send e-mails with Order Ids), I only have the ZipZap account numbers. If your team could look up the account numbers and see which ones were pushed through, you could manually push the one through that didn't make it.

Could you please 'escalate' my issue? It's been a week. Thanks for your help with this!

URSAY, it's been over two weeks now and no funds have been deposited in my account. I've been patiently waiting. May I point out that this was a cash-deposit so no additional calculations need to be done. Just waive the fee, and give me the full amount I put in, which was $500. I just want that amount in my Mt.Gox account as soon as possible.

Could you please push this issue further along?

EVERYONE. I just wanted to say I finally have my money. Thanks URSAY and thanks everyone at BitInstant that helped me out. At first they didn't refund the fee, but when I complained about that, they responded within a few days with the fee. I'm satisfied! THANKS AGAIN!

It seems like customer support has improved in the last week or so. I'm glad!

Thank YOU for coming back to report your positive experience.

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: FireBlazzer on May 02, 2013, 05:12:02 PM

i have still not recieved my refund.... (the tiny amount your trying to give me at least.)

[email protected]

its been 17 days.

im sure going to enjoy writing my review about my experiance with bitinstant on my blogs and webpages...

please send me my money.

1LegDJSSFSMZcYbFvuabLcTB1s8yC5A8pe

You are in the refund queue and you should see your refund within the next few days. Thanks for your patience.

Gareth Nelson

hero member

Activity: 721

Merit: 503

Quote from: phamilykid on May 02, 2013, 07:14:19 PM

i sent 720 between two payments today. on each occasion i had my coins in my gox account by time i was home and wally mart is literally across the street. bitistant is slowly regaining my faith but time will tell.

Due to recent problems we've been making some significant changes to try and improve the service and cope better with demand - glad to see the changes are working

phamilykid

newbie

Activity: 18

Merit: 0

i sent 720 between two payments today. on each occasion i had my coins in my gox account by time i was home and wally mart is literally across the street. bitistant is slowly regaining my faith but time will tell.

RainyVermillion

newbie

Activity: 6

Merit: 0

Quote from: RainyVermillion on April 23, 2013, 11:15:27 AM

Quote from: RainyVermillion on April 16, 2013, 10:40:53 AM

Quote from: URSAY on April 15, 2013, 04:40:37 PM

Quote from: RainyVermillion on April 15, 2013, 04:30:58 PM

Quote from: RainyVermillion on April 08, 2013, 08:44:12 PM

Lost Money

Hi! Almost 24 hours ago I tried using BitInstant to fund my Mt. Gox account. Some of the transactions eventually showed up in my Mt. Gox, but there is one that still hasn't, and it's worrying me to death. $503.95 of my money has disappeared after successfully getting through ZipZap. The money was never deposited into Mt.Gox.

I lost the order number, but I know that it's one of these three ZipZap transactions ($503.95 each):
893711812, 899646723, or 224400564
.
.
.

URSAY, it's almost been a week and no resolution! Angry

Could you kindly give me the status of my support ticket (4/9)? When can I expect the money to be deposited into my account? Your response is much appreciated.

Have you been able to figure out which 3 of the transactions that you actually have the issue with?

URSAY, I don't believe that's possible at this point. All I have are the 3 ZipZap account numbers for three transactions of the same amount, and all three transactions were successfully processed. So BitInstant got all my money, but I only got two deposits in my Mt. Gox account and the account history doesn't give any details other than 'Transfer from bitinstant: BitInstant transfer', so I have no way of knowing which of the two made it, and which one didn't. Hopefully I was able to explain that properly.

Because I lost the Order Ids (my computer crashed and BitInstant doesn't send e-mails with Order Ids), I only have the ZipZap account numbers. If your team could look up the account numbers and see which ones were pushed through, you could manually push the one through that didn't make it.

Could you please 'escalate' my issue? It's been a week. Thanks for your help with this!

URSAY, it's been over two weeks now and no funds have been deposited in my account. I've been patiently waiting. May I point out that this was a cash-deposit so no additional calculations need to be done. Just waive the fee, and give me the full amount I put in, which was $500. I just want that amount in my Mt.Gox account as soon as possible.

Could you please push this issue further along?

EVERYONE. I just wanted to say I finally have my money. Thanks URSAY and thanks everyone at BitInstant that helped me out. At first they didn't refund the fee, but when I complained about that, they responded within a few days with the fee. I'm satisfied! THANKS AGAIN!

It seems like customer support has improved in the last week or so. I'm glad!

FireBlazzer

member

Activity: 70

Merit: 10

i have still not recieved my refund.... (the tiny amount your trying to give me at least.)

[email protected]

its been 17 days.

im sure going to enjoy writing my review about my experiance with bitinstant on my blogs and webpages...

please send me my money.

1LegDJSSFSMZcYbFvuabLcTB1s8yC5A8pe

IslandGuy

newbie

Activity: 11

Merit: 0

Quote from: URSAY on April 25, 2013, 11:23:23 AM

Quote from: IslandGuy on April 25, 2013, 11:19:52 AM

Is there a way to use this service outside the listed countries on the site? I don't live in a developing nation.

Do you have any Moneygram locations? Have you looked at Moneygram.com to find this out? Thanks.

I checked the moneygram location here. They only allow P2P payments here. No bill payment type transfers.

Do you have any other ideas? I would really would like a better way than sending wires. Is there a way to start and finish a
transfer with bitinstant online?

Or maybe there is a way to purchase some prepaid credits. Then use them online to pay for the bitcoins.

I tried to use the moneygram pak. However zipzap your payment processor does not accept online payments with moneygram
pak (it a pepaid card like itunes you purchase in the store.)

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: Vict0ar on May 02, 2013, 03:35:05 PM

Quote from: FattyMoMatty on May 02, 2013, 01:08:01 PM

rstephe / mwp / Vict0ar / mroth7684

You should see a resolution today on your price execution issues.

I received .4 more BTC. That gives me a price of $476.257605/(.4 + 3.70151298) = $116.117541825 per bitcoin.

I made this purchase on the april 12 2013. 04/12/2013. at 1:35 PM Eastern Standard Time. The MtGox chart uses UTC, which is 4 hours ahead, so it correlates with 18:35 MtGox time. The purchase was processed by ZipZap at 2:21 EST, which is 19.21 UTC.

Over this time, it was never near $116 per bitcoin.

The high for the 18:00 UTC hour was 89.7. The high for the 19:00 hour was 95.89.

So, I am clearly still owed money. You said earlier that the price was based on when the order was placed which would make the MAX price for me at $89.7 per BTC.

$476.257605 / 89.7= 5.30944933 BTC
I have been paid 4.10151298 BTC.
So I am still owed, AT LEAST, 5.30944933 - 4.10151298 = 1.20793635 BTC

I really have no idea how the research team came up with the price it did.

https://bitcointalksearch.org/topic/m.1846111

I will reopen your issue and look at it again.

any word on this? thank you.

Your final refund was escalated on 4/22 and is now just waiting in queue for completion. Thanks for your patience.

Ursay, I have not heard anything about this. Nothing on the blockchain or at my address. Nothing in my email. Is it still in the queue?

I can look up a status on this if you provide me with your email. Thanks.

[email protected]

We sent you your refund and added some extra BTC on 4/16.

https://blockchain.info/tx/8038fdd00cb1f140570fdac95a67bf712579aa553d46ab83df2979481098d1d7

URSAY

legendary

Activity: 1974

Merit: 1010

Quote from: URSAY on May 02, 2013, 12:48:57 PM

Quote from: FattyMoMatty on May 02, 2013, 12:29:09 PM

Quote from: URSAY on May 02, 2013, 12:25:47 PM

Quote from: FattyMoMatty on May 02, 2013, 12:15:49 PM

Can you look at 89fc4c32-223a-4066-ac94-ea7cff68afbc.

It's been weeks and nothing from you guys.

Have you logged your issue at bitinstant.com/contact ?

Please provide me with your email so I can check the status of your support issue in the queue.

Thanks.

[email protected]

And, yes, I've logged it there.

We've migrated to new customer support software recently and it's possible that some issues we're not correctly migrated. I'm not seeing you in our system. Please log your issue again at bitinstant.com/contact or kindly give me all of your order details and email so I can add you to this system myself. Thanks and I apologize for any delay.

Order ID   89fc4c32-223a-4066-ac94-ea7cff68afbc
Quote ID   a010f8db-c483-4259-b65e-a7d2fb5cd543
Event ID   413354f5-c52c-4663-9bcf-7b9f4037f553

[email protected]

It's possible I used this email: [email protected]

Do you need something else?

Sorry for any delays...

I have logged your issue in our new system and I hope we can bring you a resolution shortly.

Thanks for your patience.

Vict0ar

newbie

Activity: 19

Merit: 0