Imprint Reviews 189

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.

I WAS a Shell customer for years, but no more. Sucks too that my credit score went down because it was one of the cards I had for a long time, all that history is now gone. As others have stated, total nightmare. I dread calling cancel this account.. So tired of AI. I should be able to cancel my account on the website. Makes no sense to have people call in, to talk to no one.

Absolutely the worst I have been trying to close this account for over a month now. No one ever answers the phone you were hung up on after an hour on wait. No one response to emails. The automated system will refuse to close the account stating that I have a balance even though I have a small credit. This is absolute ridiculous and I suggest that we start a class action lawsuit against this company.

Update: finally filed a complaint with Better Business Bureau. This finally got them to resolve my issue and get them to respond. They have since close my account anyone who was looking to do this. I recommend you take this avenue as it finally gets them to do something.

If I could score a negative rating I would! 4 days of trying to call customer service either no one being connected. Waiting 1hr 45 min an a call, attempted to leave information for a call back-no call back received and even tried chatting with no assistance what so ever. We will be closing this account one we cal reach customer service. Worst experience ever!

My card never arrived and it has been reordered and still never arrived. You go throurgh HELL and back to get to an agent and they never answer the phone.

I will never use shell again!!!

Received policy documents that I could opt out of sharing my information for marketing purposes at any time and to email to do that. I received an automated reply that they can't service accounts via email and to call them. I had a 30 minutes conversation with several longs holds attempting to do that. The conversation ended with them "putting a note on my file with my request" and said they were unable to send any written or email confirmation that they did that. My request to escalate the request was ignored. Clearly the company does not stand by its agreements with the customer and reflects poorly on the brands they partner with.

Used the Imprint Crate and Barrel credit card for interest free purchase. Paid it off and Imprint has failed to report the 0 balance for over 60 days. As a result my credit score is negatively impacted for carrying a balance.

I am having the same issues that everyone else is. You can't speak to a Representative, the AI Bot is no help, you can't close your account out with speaking to a Representative and they keep sending me emails to setup a automatic withdraw to pay my bill and I won't do that and you can't pay your bill over the phone. What was Shell thinking? I have been a Shell customer for a long time, but after I pay the bill off I will be closing my account. Check out the number of complaints on the BBB. I hope someone will start a Class Action Lawsuit.
Since this last review, I finally spoke to a Customer Service Representative at Imprint.Co and she confirmed my payment was received and applied to my bill and I also her to please close out my Shell Imprint account which she did and sent me the confirmation notice, I do still have a small balance
to pay. After I spoke with her I started receiving return phone messages from Shell Imprint.Co and a email, to which I informed them that I had taken care of the issue, In order to completely remove any of our account information from their website we need to email customer service to take care of that but you need to make sure your balance is paid off. I will only Shell when I have cash. Thank you.

Terrible. They make it impossible to contact them

The conversion of the Shell credit card to imprint has been horrible for me. I still haven’t received my new card after several requests. I can’t reach a live person to talk about it. TERRIBLE

No one answers the phone -- the bot says call customer service but NO ONE works there. This is beyond frustrating. Worst experience ever.

My shell account was transfer to a Elite Card under imprint and this has been a nightmare, even AI is so inefficient, my payment is 4 days late because I can't get to speak with any person, even AI said could not take my payment from the last bill of the previous card. Their new website it's all information, but not accessing to anything, and when I click on billing & payments it asks me to log in (again) but will not recognize my information in any way shape or form, it just keeps sending me codes but won't recognized my personal info. Right now, I am on hold waiting for a customer service AI transfer me to, but no one picks up. I am recording my conversations with AI because I know they will want to charge me late fees but no I refuse pay late fees when all I'm doing is wasting my time going back and forth 35 mins. on hold now I am hanging up. I'm so disappointed of Shell at this time.

My Shell account was switched to Imprint.co I have called repeatedly and am told "verification team" will reach out to me - NEVER HAPPENED. Cannot get into my online account. Going to cancel my card, I don't need lousy service in my life.

Someone at Shell should be fired for making the decision of switching to Imprint. This will cost them customers - including me!

Shell should take a closer look at the company they chose to represent them financially. My automatic payment was withdrawn on May 22, 2026, yet my account was sent to collections for non-payment.

Their phone system makes things worse. It says I do not have an active account so the A.I. won't put me through to a live person. I cannot reach a live representative. Meanwhile, I can see my account in the Imprint app, confirm the payment was received, and download my statement. Even the chat AI can locate and verify my account, but the phone AI cannot.

This is frustrating. If Imprint can take payments, show an active account, and generate statements, there is no excuse for sending it to collections or blocking access to service.

Shell chose Imprint to handle this card, so Shell should be held accountable for the customer experience tied to its name.

Let's give a hand to Tim Kelly from Sunrise Credit Solutions who stated:

In response to your email, this account # 69309844 is for DTV ENABLER, not Shell Elite Mastercard. Thank you.

Tim Kelly

Client Services

.....I emailed him with images of my physical card that says Shell Mastercard Elite with the Shell Emblem....Tim is a genius

I've been a Brooks Brothers customer for more than 40 years. When they thought it would be a good idea to switch from Citi to Imprint, I really didn't think much about it. I haven't worried about credit card balances in quite a few years and always pay my card balance off in full each month. I recently got a notice that Imprint was going to arbitrarily lower my credit limit by 50%. I really wasn't concerned because I rarely use the card except at Brooks Brothers. However, when a credit card company make financial moves that impact a near perfect credit score (832 Fico) by 22 points, I get angry. All Imprint customer service could tell me is that they regularly have internal reviews of accounts and that is why my credit limit was lowered. No explanation, no nothing. I was just supposed to accept it. What this tells me is that they weren't making money off me since I never carry a balance. I immediately canceled the card (out of principle) and will likely get another ding on my Fico score. I also called Brooks Brothers and let them know they have lost a 40 year customer mainly because they opted to turn over their credit card operations to a start-up that is run by a bunch of 30-something finance bros.

I've been a customer of Shell for many years and never had an issues until now. NO live representative and you need a code for everything. I can't get the code to come to my phone and tried a different number with no luck. I'm full of frustration. Whoever thought of changing did a disservice to all of Shell's customers. I had to call the original Shell to get their address to send a payment. Unbelievable!

My Shell card which I've had for many many years was transferred to Imprint. The previous CITI card was on autopay, and had no balance as of the switchover. Imprint started off telling me the balance was double what the last amount was. I've tried unsuccessfully to reach this "company" to no avail. On hold over 1 hour, gave up. I am now supposedly in the queue to be called back, which judging by the comments on numerous sites, including BBB, I will never get called back. If I ever reach an actual person, I will surely be closing the account. It may take going to the Attorney General's office in my state. Horrible excuse for a company. Shell - you screwed up.