Rochen's Full 15 Day Money Back Guarantee: Really ?!

4 weeks ago, Rochen charged my credit card for a Premium Reseller
account, which I promptly canceled in less than 24 hours of sign-up.

While Rochen's site touts a Full 15 Day Money Back Guarantee,
Chris' email stated that their billing department would issue
a refund, and Martin's email, also 4 weeks ago, stated the
"refund was issued" -- none of these has taken place.

Subsequent emails to Rochen in this regard have not been
answered and have not resulted in a refund to our credit
card account.

Just took a look at there website and the contact page shows a phone number, you should try giving them a call.

The other option if you can't get things sorted out through them is a chargeback however I highly suggest trying to work it out with them first, as no one likes chargeback fees.

Are you sure that no refund was issued??

Simply stating, because I get a Mastercard statement monthly, and charges and refunds I believe are made according to the MasterCard account, not my main business account.

So no matter what and when I pay for by CreditCard, it only comes off my banking account in a single lump sum.

Simply in case that helps you in this case, ie, an oversight on your part.

Positive.

The credit card company has been contacted
prior to each communication with Rochen -
and before this thread was posted online.

When did you contact Rochen to ask about this? Please note that it has just been bank holiday weekend in the UK which may have caused a delay (eg if you emailed Friday night it may well be delayed until around now).

You have to be very careful about credit card refunds as they can take some time for you to see them.

I would not be shocked if Rochen did refund your money, yet your bank has been slow at processing the refund.

We see these types of posts a lot on forums and 99% of the time, its not the hosts fault, its the banks for taking so long.

Rochen has been contacted numerous times starting
several weeks ago, and has not responded to us in
terms of those direct communications.

I have sent you a PM here at WHT requesting your account information so I can look into this refund for you. Please drop me a reply and I will be more than happy to investigate this issue for you personally.

Please note though (as jmweb pointed out), in some cases refunds can take anywhere from 3 - 14 days to show on your credit card statement deepening on your card issuer etc.

- Chris

I have managed to locate your account details based on you having the same forum username here at WHT as our customer forums. Your account has now been refunded in full per our 15 day money back guarantee. Rochen are fully committed to our 15 day money back guarantee. Unfortunately, it looks like this one slipped through the cracks. I am going to follow-up with Martin on this issue.

I apologise for any inconvenience this issue may have cuased. Please let us know if you require any further help :)

- Chris