Imprint Reviews 186

Shell transferred its valued customers to this 3rd rate account servicing company. Instantly, an inferior experience --- impossible to reach by phone or online. Great reason to stop buying Shell gasoline, which I did for rewards and convenience. NO MORE. Warning: Watch out for IMPRINT.

For months, Shell which I had a gas card with, sent emails notifying that they were switching from using Citibank as their credit card landlord, to Imprint Inc. and my gas card was going to become a Mastercard instead. The date it was supposed to be received by me and active was May 18th. The 18th came and went so I reached out to them but they NEVER, and I mean never answer the phone. They have some dumb AI person "help" you instead with as Clark Howard would say is Customer No-Service. There is absolutely no way to contact them The chat they have on their website is a virtual agent and there is no way to contact a live agent. I have yet to receive the physical card with no way to contact them. I would cancel the card but I cannot even do that since it is impossible contact them. Shell really went to hell when they made the switch.

The transition for Shell cards to Imprint has been terrible. No physical card received, but the old one was deactivated. The replacement card ordered online also never arrived. The online chat function is worthless and it is literally impossible to speak to a live representative. Likely to cancel this card.

Shell switched to the Imprint Mastercard, and it has been awful. Shell's corporate office will no longer respond to questions about their branded credit card. Emails to the president of Shell go unanswered. Talking to a live agent is no longer an option. I sat on hold for 12 hours three times in a row, and no one answered the phone. There is no option to dispute a charge, and no option to view your statement. The website is difficult to navigate. Shell will probably lose a lot of customers due to this change. Shell doesn't care about customer service anymore.

Poorest experience of any credit card company I have ever dealt with. They just want you to go online to fix whatever issue you have, and if you have already attempted and asked for a human, they just come back with the same ai response. If you do manage to get transferred to a human, you are on hold for an hour, and then dropped off. I have duplicate items posted to my account, additional user cards have not been received after several attempts. They also did not have the additional user card even setup until after the transition - poor planning. After 30 years of Shell card, will have to look elsewhere. And they probably don't even give a damn. I see other users with the same problem. Somebody needs to call their congressman, and/or complain to the state attorney general's office.

HORRIBLE! I have tried for days to get a customer service person to talk to because I have never received my new Shell/Imprint card. A customer service person happen to call yesterday to see how things were and when I told her how bad it was, she had no words. She told me if I didn't receive my new card (weeks late) soon to call the number that I have been calling for days. I called today and stayed on the phone for a hour--all of a sudden an automated voice comes on and says that no one can take my call and hung up. Shell has been my only gas card for decades and I am cancelling it. What a debacle.

Ever since these idiots have implemented this AI assistant voice after you call customer service, it's impossible to get transfer to a human, it takes 20 minutes or more to bypass the annoying voice, and after another hour or more before someone pic ups. And I am still waiting for the physical card which has been reordered twice.

I am not sure they deserve one star! It has been more than frustrating as using Ai, Virtual Asst, Direct Email to the support team etc has all garnered the same automated responses…. Resulting in no card and no resolution. Additionally- the Ai/ automated features had inaccurate information regarding hours of support services and how to reach an actual person. This never happened prior to Imprint! Do not know why Shell chose this company! They need to get out of this contract!

So, we got the email stating that our Shell credit card had change to Imprint. Never heard of them. I wnet in though and signed up so when the change happened, we would be set. It was a little difficult but managed to get through it. My biggest issue was they were asking for personal info that no one else did; like having to log into your bank account to sync the payments and having to give them my phone pass code. Not sure I like that. When we had to pay our bill, my husband likes to pay by phone (go figure). the number on the statement is still the old Shell number number the new Imprint number (frustration #2). I went to pay on line and after syncing everything was able to pay. However there is no confirmation # to reference if anything goes wrong.( frustration #3). We also only received one card not two. I went online and added myself to the account to get another card. It has been two weeks and still no card even after the site said I should have in 5-7 business day. All calls have been over 1hr and disconnected.(frustration # 4). So after over 40 years of having a Shell card, will probably not use again unless it is an emergency.

Very disappointed with the Shell Credit Card transition from Citi to Imprint.

I noticed an incorrect interest charge posted to my account on May 19. When I contacted support through the online chat, the virtual assistant could only provide generic responses and repeatedly directed me to call customer service.

What's even more frustrating is that there is apparently no way to dispute a charge online. Customers are forced to call a support number, where hold times are extremely long. In 2026, requiring customers to spend significant time waiting on the phone just to question a small, potentially incorrect charge is unacceptable.

The previous experience with Citi was far more customer-friendly. Since the migration to Imprint, it feels like customer service has taken a BIG step backward.

I have been on hold for over 2 hours, my last bill (balance of $26.63) was paid to Citi inadvertently due on 6/2, now I need to pay imprint? I want to speak to live person to resolve. Now my call ended because they are busy. wow

I don't want to even give them 1 star, but that's the lowest I can give. Terrible customer service. Billed twice for my balance, couldn't reach anyone, so now they are using my money as a credit. I have not received the additional card we requested, but being asked to activate it. They want the card number to activate, but I haven't received it, so I don't have a number. When I dealt with viritual agent, it told me 6 times to call, but when u call, you are put on hold for hours without any response. Imprint sucks!!!

I had to give one star just to be able to write this review, otherwise it would be a negative star. It's now June 3, 2026 and I still haven't received my new card. I'm unable to check the status of where my card is, or access my new supposed account as i dont have a card yet. The customer service line is always busy, I've waited on hold for an hour, only to be told by the chat bot, we're sorry no agents are available, and then the phone disconnected. This has happened not just once but multiple times. The AI chat bot is not helpful at all, I've even went thru it to order a replacement card, and cancel the not mailed card. Only to go thru the process, then be told the chat bot can't help, and I need to speak to a representative. After having my shell account of 30+ year's this is the treatment you get. Shell you've lost my business.

Why would Shell allow Imprint to abuse the trust of their customers? Promised a call back from Imprint and 5 days later no call. The AI assistant says I was issued a card and it would be at my home in the mail in 10 days. That didnt happen. Days later the voice says I was issued a "virtual card". That hasnt happened. I do need a physical card. Frankly, as filthy as most Shell stations/stores are in DFW area I am ready to cancel my card after 61 years. If this fiasco affects my credit rating I am all for a class action lawsuit against IMPRINT and SHELL.

They never answer phone did not apply a payment to account Balancw was 166 paid 100 said I still ow d 102 something does not compute and I have not used the ca d for 2 weeks

Shell switched my credit card to Imprint Visa. I never received the card. There is literally NO WAY to speak to a human being to rectify the situation. I have tried chat multiple times, which was useless, called customer service and got an endless loop of a recording, and finally was transferred to a representative after screaming "representative" 95 times into the phone on my fifth call. Or so I thought...48 minutes of annoying music and I never spoke to a human. I am sad to say I am done with Shell. Not happy - it was very convenient but this disregard for customer service is outrageous.

Worst experience ever shame on shell
For two weeks tried to get a human to discuss not getting two cards. Finally gave up and will go to a different gas station. You cannot cancel the account, you cannot get a human on the phone, automated system says you have to speak to agent which doesn’t exist and have sent multiple emails. Shame on Shell for going with this company, lost a lifelong customer

IMPRINT IS A TOTAL SCAM!!!!!!!!! The transition from Citi to Imprint for the Shell Performance Mastercard has been an absolute nightmare. I have spent hours dealing with endless AI phone loops, unhelpful automated chat systems, and impossible wait times just trying to reach a live representative. Important account information—like payment due dates and statements—is completely inaccessible. Dealing with this company has been the most frustrating credit card experience I have ever had, and it is a massive downgrade from the previous issuer. I highly advise being incredibly cautious when dealing with Imprint Payments. These are the kind of things that happen when you work with uneducated people or uneducated people are allowed to run a company. STAY AWAY FROM THIS COMPANY!!!!!!!!!!!!

Beware! DON'T USE IMPRINT AS NEW SHELL GAS CARD. I have owned and trusted my Shell gas card for over 40 years. Paid off balance every month. Imprint took it over at an alarmingly high 34% interest rate. Can you say "predatory lending"? I have been on hold for hours because the only way to cancel the card is by phone. I have spoken for way too long with annoying chat bot to no avail.

The transition of my Shell card to Imprint has been a disaster. No way to access my account, make a payment or speak to a human. Sorry Shell, we're done.