Imprint Reviews 156

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.

This company took over my Shell card. They deactivated my current card before the new one arrived. The new one never came, so I requested a replacement through the chat. It has also never arrived. No one answers the phone. I've requested a call back AND stayed on hold (twice!) for over an hour. At 1 hour, 5 minutes, their system cut me off. This company has left me hanging, and there is no one to talk to.

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!