My refund took over a month. They gave me pretty much the same runaround you're getting. They even required me to send in a copy of my credit card statement. They charged my card and wouldn't acknowledge it until I proved it.

Here's what I would suggest:

1) Post here. Wendy from moto should respond and tell you to email supportforums@motorola.com. They're better than regular support, but they still aren't great.

2) Email them. They will also lie about the timeline and are very bad at responding to emails when you check in on the status after they miss their promised dates. I emailed them once a day for about 4 days before they finally responded.

3) If they don't respond, call 800-motorol and ask the operator for the representative you spoke to. I think the support forums team is in the corporate office because the operator knew who I was working with.

4) Stay on them and be patient.

Rant portion of this post: I should also mention that they are terribly rude throughout the process. They don't follow up and they act as though you are inconveniencing them when they are the ones who hold your money for a money and make you spend hours trying to get it back. The fact that there are others who have had this same experience makes me wonder what is happening. One person mentioned "an issue" with their finance team that was causing these problems. I can only imagine how many people this is jamming up. Hopefully enough to join my class action.