Quote from: rwheeler on May 15, 2013, 12:21:35 PM

I write this post as a warning for anyone who may be thinking about using Bitinstant's services.
I am currently at a loss of $812.61 due to bitinstant. They have received my funds and now do not carry through with the order. I continue to get the run-around from support.
Their service is unprofessional and not instant. I have been waiting 21 days now with the issue unresolved.
I do not recommend them you use bitinstant - try aurumxchange instead (i do not work for them Tongue

)

Here are the details.
25th April
I create an order for $812.61, from Bitstamp coupon to Vouchx coupon (delivered to email). [https://www.bitinstant.com/order_status/957a54e6-2f56-4cf2-815c-382504a93c19]
I pay the order with a bitstamp code. [Thu Apr 25 13:38:54 2013   803c1d00-f7aa-4be9-a078-aea138eb54b4   Order executed - funds deposited at remote exchange]
There is a failure on the bitinstant side. [Thu Apr 25 13:38:54 2013   d35aaceb-22f2-43ad-bd64-5f48e8bbb171   Serious error occurred]
The order retries but fails again.
I contact Bitinstant support through the online web ticket system hoping to resolve the order.

27th April
I get an email from bitinstant rep Seth, who replies that I need to resend the bitstamp funds. ["This Bitstamp coupon seems to have failed. You might consider creating a new order with a new coupon."]
I double check that the bitstamp coupon has indeed been redeemed - it has - I can no longer redeem it myself.
I double check with Bitstamp exchange whether the coupon has been redeemed - it has. Bitstamp was very helpful.
I conclude that bitinstant indeed does have my funds and have their system has redeemed the $812.61 bitstamp code. Bitinstant has my funds.
I write back to Seth, and show proof that bitinstant has the funds.

29th April
Seth passes the issue onto Charlie and sends me an copy of the email doing so.
I email Charlie with the details so far.

1st May
I am checking daily the status and notice that a bitinstant rep has added to the order that a manual transfer has occured [Wed May 1 22:03:20 2013   614d9c13-5f09-41bf-8580-0ae6ed1378f9   Manual transfer created]
I think that a manual transfer means the vouchx coupon code will be delievered to my email address, as detailed in my order. I do not receive one.

Next few days
Nothing happens and no replies from bitinstant.
I email bitinstant and get no reply.

7th May
I come to bitcointalk.org to see if i can get my order issue resolved. I post in the bitinstant support forum [https://bitcointalk.org/index.php?topic=128314.msg2057964#msg2057964]

8th May
Bitinstant rep Ursay responds asking for my email. I provide it. Ursay confirms my issue is in the queue to be resolved.

13th May
The issue is still not solved. So I write again on the forum about the issue [https://bitcointalk.org/index.php?topic=128314.msg2128898#msg2128898]

14th May
I read in the forum about another member baggage who is getting the run-around from bitinstant. Their order has been unresolved for 30 days. The amount was $900 [https://bitcointalk.org/index.php?topic=128314.msg2135487#msg2135487] The member baggage accuses bitinstant of giving them the run-around, being totally unprofessional and being Bit-UN-instant.
Bitinstant rep Gareth says that baggages issue is resolved [https://bitcointalk.org/index.php?topic=128314.msg2141553#msg2141553] However I am yet to see baggage themselves confirm so.

15th May
I write again to bitinstant rep Ursay. Bitinstant reps Ursay and Gareth say that the order has completed and the manual transfer succedded. They also write to baggage saying to check a spam folder for a coupon code. So it doesnt sound to me that baggage's issue has been fully resolved yet. [https://bitcointalk.org/index.php?topic=128314.msg2153980#msg2153980]
I write back to bitinstant on the forum. I have not received a vouchx coupon and need proof that bitinstant did indeed send it to me. It should be as easy for them to just resend the email and coupon code to my email. [https://bitcointalk.org/index.php?topic=128314.msg2154763#msg2154763]

Now
I write this post and post about it in the bitinstant help forum.

I believe I am being given a constant run around from Bitinstant and their "support team". The believe their aim is to give me the run-around in the hopes that I give up and then Bitinstant will keep my funds.

should my issue be resolved I will update and confirm

If anyone can offer help to recover my funds, including legal assistance, I am interested and thankful.

regards

I had responded to you about this issue just last night.

Baggage was taken care of. I'm not sure why your worried about his order but it was resolved. Generally when someone's issue is resolved they have no reason to come back here and post.

It appears your order was sent to rory.wheeler@gmail.com on 5/1. Have you checked your spam folder?

I will personally look into your issue today. I'm sorry for any delay and I hope we can resolve this shortly.