From what (very) little I know about the guys who started/run BitInstant, I really like them actually. Well, I guess I only mean Erik Voorhees (PR department) and the chief tech officer... Gareth Nelson I think? He's got a cute little geeky personal website. Anyway, I'm sure they'll get it sorted, and they've always been very quick with customer service.If this is happening frequently today/yesterday/whatever, then it's going to take them awhile to get through all the incoming complaints about it. They're a reputable place, they'll get to you I'm sure :)FYI, I've done the Moneygram/BitInstant thing several times for several hundred each time, and they have always asked me for ID. I've never done anything less than $100 though.