Imprint Reviews 166

Years of trust flushed down the toilet. The old Shell card was a joy to use, and now -- it is a third-world country experience. Completely incompetent. Somebody better lose their job over this. Now converted to a happy Speedway Customer.

Not only is the roll-out of imprint shell a cluster-duck, but it has impacted my other imprint card. These people are morons at best.

We have been with Shell since 1965...That's 61 years...This latest debacle of Shell leaving Citibank is ridiculous...I have NEVER received a new Shell Imprint Mastercard even though the robot says one was mailed in April...I have been able to go online and pay my bill, but I can't talk to a live agent...61 years may be the last year we have a Shell card...

Never received primary or secondary card after Imprint takeover. I had my original Shell card 40+ years. So far, Imprint is not worth my time or money

Everything I wana say bad about shell using Imprint to pay Bill's has all ready been said by other customers this is the worst experience it took 3days to pay my bill,ive been payn my Shells gas on time since day 1,with my debit card, not my bank account debit card,on the app it said add debit card it kept getn declined, reason is u have to link ur bank account to a third party & then u can only add ur bank depot card which I didn't trust imprint to use ,I had no choice so I could pay my bill,I spoke tut o Tatiana she was no help @all,just a headache took 1hr for a call back,Shells can u please get rid of Imprint please

I am a long time Shell customer. I have three card users on my account. I pay my balance every month. This month, after the Imprint migration, my bill was three times higher that my monthly average. There were four charges in one day. The statement does not tell me which card was used or where the charges were made. I have called customer service several times waiting for hours for an answer. The AI assistance is a constant loop directing me back to calling customer service. I THINK I was able to disable the cards and close my account by using the AI assistant. I am not paying the bill until I get answers to my charge inquiries. This matter is looking more and more like it will take an attorney to get their attention and resolution. I am done buying my fuel from Shell!

What everything else has said. This switch has been awful. Shell, what did you do? You screwed the pooch big time. Put a big "L" on your forehead.

I have been with Shell since 1982. Whoever the genius that decided to change to imprint from Citibank needs to be fired and Shell needs to rehire Citibank of which I never had a problem with. Get this fiasco fixed Shell!!!

What idiot at Shell Gas decided this was a good idea?

You’re loosing customers, and I hope whoever it was is fired.

What’s REALLY going on with Shell Gas Company US?
Are they restructuring?
Struggling with supply?
I find it hard to believe that they would willingly lose loyal customers to an inadequate account servicing company like Imprint!
Something’s up …
Since Shell Gas US Fuel Rewards Credit Card switched from Citicards to Imprint account servicing, I have been unable to access my account online or phone.
Because I’d agreed to paperless billing by Shell Citicards account-online service, I have no way of knowing what’s going on with my account, my information.
I can’t reach anyone through the customer service number on Imprint website and when I call the number on the back of my card - they can’t understand me, I can’t understand them.

Something’s terribly wrong. The Shell Gas US company is too big to allow this fiasco to drive away loyal customers.

I believe the Imprint Website might be fraudulent. Therefore I’ve decided to ignore all of the messages and emails telling me to try logging into either again.

I have stopped using Shell Gas for the time being … with hopes that things will be cleared up soon.

Didn't receive card for authorized user, so requested one and when it came, I was unable to activate. Tried customer service but only get virtual assistant and tell me the card is cancelled. Requested replacement card 2 weeks ago and still waiting. Virtual says it should arrive June 3 and it is June 8 and no card. If you can get past the virtual, you get put on hold and after 1 hour recording comes on saying no one available, call back later. Worst customer service I have ever experienced.

Agree with everyone else, class-action suit needed for the Imprint and Shell card problems! Shell customer for 36 years but Imprint has me wanting/trying to cancel the card and calling BBB. Pathetic! Really hate this, since they are the most convenient gas stations for us to use.

It was easier to copy and paste my BBB dire help request.

I was a Shell gas card holder for over 30 years. My account was recently (over the past month or so) sold to Imprint / Shell. I never received my first card, their customer support "chat" option is an AI only who cannot connect you to a live agent or send the chat transcript to a live agent and just repeatedly directs you to call them. I have called nearly every single day for over a month, multiple different times of the day every single day for over a month, their phone AI refuses to put you through to an agent until approximately 15 minutes of fighting and actually threatening the AI with death (die AI) and then once it finally says it's connecting you, then you get a message that there are long hold times, if you want to have them call you back we can do that. I've tried that countless times, Imprint has never called me back, so I keep calling spending multiple hours each day on hold with NO live agent picking up after I fight my way through their AI. Online their AI cancelled my "never received card" to order a new one, then I received the original a week later, which was no longer working and the replacement never arrived. This has happened twice now, with me not having my working shell gas card. I cannot get gas for my car and this is impacting my credit as a long term Shell credit card holder. IMPRINT IS GIVING CUSTOMERS NO WAY OF SPEAKING TO A LIVE AGENT ONLINE OR ON THEIR PHONES, I DEMAND THAT IMPRINT CONTACTS ME TO RESOLVE THIS ISSUE SINCE THEY PURCHASED MY ACCOUNT LEAVING ME WITH NO CARD FOR MY GAS, AND IMPACTING NOT ONLY CREDIT, BUT CAUSING ME IMMENSE DISTRESS, STRESS AND HEALTH CONDITIONS CAUSED BY THE DISTRESS AND STRESS. This company seems like a scam who doesn't care at all about their customer accounts they are purchasing up in large scale numbers. The entire company is being run by AI's and negatively impacting human beings. I am requesting that the BBB step in to demand IMPRINT/Shell gas card call me to resolve this once and for all please.

P.S. I've now, in real time while typing this on Trustpilot, been on hold with them, with blaring music for over an hour "again," I've had it. I went to their website, while still on hold for them and critical life things not being taken care of today, including my dying dog who needs me, to cancel and close my account, I do not want anything to do with Imprint and now my credit score will also be impacted, because of the age of my longest credit card, which was SHELL. To add salt to all of our wounds, their online customer support, which is not support, it's an AI who directs you to their phone and their phone is an AI who you fight with just to get placed on never-ending hold that no one answers, AND THE ONLINE AI WILL NOT CLOSE MY ACCOUNT! OMG, someone needs to start a class action suit, this is unbearable and unacceptable. 😔

Imprint is absolutely useless. They say a card was issued and shipped but is lost in the mail. They cannot provide tracking for the card or ship overnight. They only say they can send another card. I’m not gonna hold my breath. If you can’t track shipment then it gets lost. UPS notifies when a shipping label is printed for the address and I got no notification. I suspect it was never even shipped. I waited on hold for 1 hour and 20 mins for NO solution. Absolutely terrible service and I’m ready to cancel.

I cancelled my card...I have never seen worse customer service. I was at the pump and my card was cancelled 3 times trying to put gas in my vehicle. The bit was worthless except for telling me there was no problem with my card and it had a zero balance. The migration was nothing but a problem. Shell has lost me a custome

I have not received my new shell imprint card. I have ordered new cards 3 times and still have not received any physical cards. There customer service is very very bad. I call them and get placed on hold for an hour at a time, then there system hangs up on you after 1 hour. I have spent 16 hours since May 15 to get resolution with no luck. I ready to tell them an shell company to take there card back and stick it where the sun doesn't shine. I wouldn't guve them any stars but in order for me to post this review I have to choose 1 star.

Been a Shell customer for 30+ years. I’m just wondering who at Shell was so damn ignorant as to authorize the change to Imprint.

I too have issues with the change. I called 15 days ago and stayed on the phone for 3 hours waiting to speak to someone. After being offered a callback, I accepted it. Well, I can truly say that they will call you back. It just takes 15 days for that callback to happen.

Shell, please admit your mistake and switch back or you can count me out as a customer. Chevron and Texaco are really starting to look good.

I would give the rating a negative number but that isn't possible. My previous balance that was paid by autopay and was shown paid by my bank then was carried forward again on the next month and paid yet again. You have to listen to 5 minutes of virtual BS before you can get transferred to an agent. Guess What? The recorded voice says try again later. Once this issue is resolved, my card and account (49 yrs) will be closed. Shame on you Shell. Your customers deserve better.

terrible. I cannot reach customer service, cannot activate my new card online. I cannot even pay my old bill that transferred from the new credit card. Shell has lost my business due to this.

Shell has got to be loosing serious business. Shell will not talk to you and imprint is a total joke. The imprint AI is a lesson in futility have been trying to get my card for well over a month. Have reported I did not receive my card three times. Shell and Imprint needs to be held accountable for this disaster.