Re: Official Newbie BitInstant Support Thread (Active Customer Support)
So it's been 24 hours thus far and still no reasonable response.
BitInstant's idea of customer support is having a 150+ page thread with one representative? I've tried to chat with representatives on your website, sent a support email through your website with no response, posted to this thread, and have personally PM'd Ursay.
Enough with the "check your confirmation email for a MTGox code" canned answers.
BitInstant has either been hacked or is grossly incompetent. Either way they should not be dealing with money
As you can see from my transaction details below, my order had nothing to do with MTGox whatsoever. The funds were sent to a personal bitcoin-qt address.
Stop blaming MTGox for a mistake that was clearly made by BitInstant. Stop holding me hostage and forward on my funds.
Order receipt
Quote ID e778fe43-8ed6-4d01-b26e-f280395f260c
Event ID 1f14b79d-b20a-4c96-811f-90c5954a3fed
Fees (inclusive) 3.99%%
Amount you paid $500.0 USD
Amount you will receive $480.05 USD
Destination exchange Bitcoin Address
Destination account 1JMSyCHYx3ae2yTDLVeBxtZYxKXkuyEwid
Order event log
Timestamp Event ID Event type
Wed Apr 3 04:05:53 2013 1f14b79d-b20a-4c96-811f-90c5954a3fed Quote for new transaction
Wed Apr 3 12:46:58 2013 8492a92e-46f8-4c46-9427-23189fc3eec6 New Order
Wed Apr 3 12:45:22 2013 cd6005a2-66b7-497a-beaf-6d8f68a9b8f8 Coinapult Order Loading
Wed Apr 3 12:50:21 2013 29c49933-b158-4dcb-8002-f596410d1e00 MTGox Order Loading
BitInstant's idea of customer support is having a 150+ page thread with one representative? I've tried to chat with representatives on your website, sent a support email through your website with no response, posted to this thread, and have personally PM'd Ursay.
Enough with the "check your confirmation email for a MTGox code" canned answers.
BitInstant has either been hacked or is grossly incompetent. Either way they should not be dealing with money
As you can see from my transaction details below, my order had nothing to do with MTGox whatsoever. The funds were sent to a personal bitcoin-qt address.
Stop blaming MTGox for a mistake that was clearly made by BitInstant. Stop holding me hostage and forward on my funds.
Order receipt
Quote ID e778fe43-8ed6-4d01-b26e-f280395f260c
Event ID 1f14b79d-b20a-4c96-811f-90c5954a3fed
Fees (inclusive) 3.99%%
Amount you paid $500.0 USD
Amount you will receive $480.05 USD
Destination exchange Bitcoin Address
Destination account 1JMSyCHYx3ae2yTDLVeBxtZYxKXkuyEwid
Order event log
Timestamp Event ID Event type
Wed Apr 3 04:05:53 2013 1f14b79d-b20a-4c96-811f-90c5954a3fed Quote for new transaction
Wed Apr 3 12:46:58 2013 8492a92e-46f8-4c46-9427-23189fc3eec6 New Order
Wed Apr 3 12:45:22 2013 cd6005a2-66b7-497a-beaf-6d8f68a9b8f8 Coinapult Order Loading
Wed Apr 3 12:50:21 2013 29c49933-b158-4dcb-8002-f596410d1e00 MTGox Order Loading
I understand your frustrations. We have not been hacked. MTGOX was unable to keep their website up yesterday because demand was so strong. BitInstant stayed up however.
I am trying to help. I apologize if you do not find my responses worthy. However, we are doing our best to clean up everyone's issues.
I've added all your details to a support ticket. We will contact you when we have more info. Thanks for your patience!
-BitInstant Support
What's my ticket number?
What's my escalation ID?
Why haven't I received email confirmation from your support system that a ticket was created?
My order had nothing to do with Mt Gox. It was sent to a personal bitcoin address.
It shouldn't have touched Coinapult or MTGox. This was negligence and incompetence on the part of BitInstant staff.
BitInstant took my money and didn't send the coins.
And Bitinstant isn't a scam? Prove it! Sends the coins to the bitcoin address I specified in the order.
You can reference your ticket / escalation by order # or Bitcointalk username. I hope to help support become more robust as I am integrated fully into the BitInstant system.
I am not saying your order has touched MTGOX or anywhere else. Support is looking into your situation and I am helping them gather all of your info.
I will prove to you that we are not a scam.
Thanks for your patience!
-BitInstant Support
Dude, my US dollars have been sitting in BitInstant's coffers for 30 hours now. Dozens of people in the exact same situation I am in have posted to this thread. We did BitInstant deposits directly to personal bitcoin addresses (not MTGox) and for some reason they were routed through coinapult and MTGox instead of being sent directly to us. Our order status has been stuck on "MTGox Order Loading", and the coins haven't shown up. This is clearly BitInstant's error - our orders shouldn't have any mention of MTGox in them, yet they do.
What are we supposed to think? BitInstant has our money, as verified by our successful ZipZap confirmation emails, and you haven't delivered.
How does BitInstant not have a forum of their own on their website? Why doesn't live chat work? Why do I get sent directly to voicemail when I call your support # listed on your website? Why don't I get responses to emails i sent to support on your website?
Look at it from our perspective for a moment. As far as I can tell, the entire BitInstant support department is one overworked person on bitcointalk, and nothing more. And, through your own admission you've only been with them for 4 days. You're the frontman for their support team and have no working knowledge of their operation. The !@#$ is getting deep around here.