Imprint Reviews 156

Shell Imprint sent one card only, with my deceased wife's name on it. I can only talk to the telephone robot, which told me it will not refer me to a person in Customer Service. I have been unable to resolve any issue with Shell Imprint. It's garbage.

On May 16th, I went on my Shell Account on line to pay my monthly bill of $120.15 and received a confirmation number of the payment transaction. On May 17, 2026, I received an e-mail notifying me that Shell Gas Card (utilizing Citibank) was being moved to a Shell Mastercard which would offer customers a broader purchasing experience while being able to receive discounts on certain purchases. The information in the e-mail stated if you had a Shell Card you would automatically receive the Shell Mastercard. On Tuesday, May 19th I called the Shell Customer Service line on my Shell Card and was on hold for over 2 hours. I decised to hang up and planned to call the next day. On Wednesday, May 20th, I called the Shell Customer Service again and waited on hold for an hour and 30 minutes. I explained my concern that I had not received the Shell Mastercard; however, I did make payment on my balance of $120.15. The representative shared that he could not help me and could not access my account. He shared he could transfer me to someone in the correct department. I was transferred and remained on hold for and hour and 15 minutes before I was connected with another representative who claimed she worked for the billing department. She shared that if I did not have payment in by May 17th the payment would not be processed and to cancel the transaction through my bank. She shared she did not work for the Shell Mastercard company and could not help me to acquire a Shell Mastercard.; however, she had a phone number to Imprint.co number. I wrote down the number verifying the number with the representative. I called that number and was on hold for 45 minutes and when the phone was answered I was informed that the number was a Printing Company and had noting to do with Shell or Mastercard. I then went on line and called the contact number identified on Shell Performance Elite World Mastercard. I remained on hold for over another hour and 45 minutes after listening to an AI voice asking which department I wanted with a laundry list to choose from; once selected I just listened to music playing. There was no indicator as to the time for being on hold. I decided to hang up after being on hold for another hour and a half. I will call my bank tomorrow to cancel my transaction payment of $120.15 through Shell Card Citibank. My plan is to not request a Shell Performance Elite World Mastercard because of the terrible transition of the Shell Gas Card to the Shell Mastercard. Expecting customers to wait on hold for endless hours and a web site which is useless is not where I want to spend my money. It is like a slap in the face over and over again. Do these Corporate Organizations think we are ignorant and a masochist. I would give a Zero star rating if I had that option. There should be a class action lawsuit for all Shell Card holders against Imprint.

2 hours and 53 minutes of wait time over 3 days to get to a person. Double billed in the amount of $97.25, Citi blames Imprint and Imprint blames City. If this is the type of service, I get from Imprint I can find a new company to deal with.

We (my wife and I) received emails about the new Shell Elite credit card transitioning from Citibank to Imprint, with links in the email for us to transition our account. Why!!!! With all of the email scams out there, I WILL NOT click on a link in an email. I took these emails as a scam and reported them. When I checked my Shell Account on line it said we could use our Shell gas cards until the expiration date on the cards, which is until 2028. Why didn't Shell simply send out new gas cards to all of it's customers? Because of all the complicated transition tech and app mess, my wife and I simply decided not to use our Shell cards anymore. Exxon/Mobile and other gas companies simply send out a new card. Simple and easy! Whoever made these decisions for Shell on the transition of the gas credit cards should be fired! Goodbye Shell!!

Unable to reach customer service! I paid my Shell credit card through Citi, and now it shows that I owe with Imprint! I was waiting for an agent over an hour. Will cancel this ridiculous card!

Made a $100.00 payment on my Shell card but Imprint charged my balance of $547.0o I have been trying to reach them at the moment it happened and have been on hold for a total of 1.45 hours. this company is a scam

Company is fully Ai ran with no way to speak to a person. Their system won't call my landlines despite me selecting it, so verification never came through. Ai told me its the only way to verify the account and won't let me speak to anyone AND it says to use the find my account part to skip verification but I enter name social and birthdate it immediately goes to a page asking me to get a code on my phone . Can't add a cell or anything to it because you have to first verify which it won't do . Walking in absolute circles and losing my damn mind . Horrible company

The company does not recognize any relevant data in order to activate our new credit card. We received a credit card in the mail with no explanation, and then when we figured it out, there was no way to set up or access the account. IF you have the patience, stay on hold for hours only to get cut off. Terrible! We will no longer be a Shell Gas Company patron.

I am a loyal Shell Credit Cardholder of 40 years. Shell recently transitioned all Shell gas credit card users from Citibank to the new Shell Performance Elite World Mastercard issued by Imprint, and the execution has been a failure. Imprint failed to deliver my new physical credit card, which was supposed to be received by May 18, 2026. Furthermore, both the online account portal and their AI assistants are completely unable to provide a shipping date or a tracking number for my card. Instead, the AI assistants repeatedly ask that I activate a card I never received, creating an impossible loop. I have spent two consecutive days on hold for over an hour each day, and it is impossible to reach a human agent. As a customer of four decades, this transition has caused a major interruption, and I have no card I can use at my Shell gas station. I filed a complaint with the CFPB who forwarded the complaint to the FDIC Consumer Response Unit.
Funny how for months they were sending us letters and emails about the transition and now that this mess has occurred- not one word from Shell or Imprint.
June 3, 2026: This article "Middle Tennessee Shell customers report double charges, service issues after credit card transition" states "Shell is asking customers to have patience during the transition. The company said cardholders needing help should email SSC @ shell.com (no spaces)

I had no problems with my HEB card, but switching my Shell Card to Imprint has been anything but smooth. Online access is easy. But, I keep getting emails that I have a payment due, but I paid last month's balance, and the online account shows that. It also shows that my payment due is $0.

When you call their "support" number you get an AI. That AI cannot access the Shell account, but keeps offering to do so. When you ask for a person, it gladly switches you to another line. I've been on hold this time for 45 minutes. I'm going to walk away and see just how long I can possibly be on hold.

The AI is poorly trained. The actual customer support is non-existent. If this continues I'll close both of my Imprint card accounts. I have over 6 other cards I can use instead.

Update: After over an hour on hold someone finally answered. Then it took them almost another hour to verify that I didn't have a payment due. They had no reasonable answer to why I was getting emails that a payment was due 13 days after I paid the balance.

You won't easily find it online, but their support email address is simply support at imprint.co

How do we go about filing a class action lawsuit against Imprint?

Received my new Shell/imprint card. Can’t activate because it doesn’t recognize any of mine or my husbands information. Can’t speak to a person because long wait times, been on hold over an hour now, and I just don’t have any more time. I am shredding my account, I can’t even get my payment due from original Shell card because they don’t recognize any of my info anymore and another hour on hold waiting to speak to person! This is an effing nightmare. I will never use Shell ever again.

They recently took over my Shell Mastercard. They deactivated my old card 3 days before they said they would. And 3 days before I could activate the new card. Then the first time I go to use it my card gets declined for not having enough funds. Yet I have a 0 balance.

Can't activate card, zero help on phone or chat,,it lets me pay bill that is all. Been on hold on phone for 30 minutes absolute bull crap

Horrific customer service!!!!! There is no way to close an account, no support for deactivating users, and no help from any live person either online or on the phone.

I know the system just switched from Citibank to Imprint. I called the toll free number on the back of my new Imprint card today (during business hours) and was placed on hold FOREVER. There was no feedback providing estimated wait times. Nothing but music. After 45 mins, while still on hold, I logged on to the website listed on the back of the card. The help through chat was also useless. I stated that: (1) I was unable to log in to an account; it wouldn't recognize any email address, (2) that I wanted to deactivate all other authorized users, and (3) I wanted to close the account. The chat said they could help. Then they said I would have to deactivate other users in my account (which I couldn't get in to), and that the system wouldn't support closing the account. At this point I was still on hold - now more than an hour. At exactly 1 hour and 2 minutes the phone hung up, saying that there was no one available to answer my call at this time.
So, if the phone is never answered, you cannot get in to your account, and the help chat can not help you, how exactly can you close your account???
I was ultimately able to "Find My Account", log in and try to figure out how to deactivate the other users. You have to do it by clicking on "Add a user" (That's really intuitive!). I haven't yet figured out how to close my account (which I am determined to do after 22 years of being a Shell Credit Card customer because I'm so disgusted). I called the customer service number on the back of the Shell Citibank card - she said she can't help because the transition has been made to Imprint. And I now know that Imprint can't help.
I can simply shred my card, but it had already been activated, and I've seen this week how they just keep sending me more and more credit cards. I have at least 8 ! I fear they will mail me even more and someone will eventually steal my ID. This is ridiculous.

This is the worst company and experience I've ever had. My Shell Account was transferred to this company. I've been with Shell since 1963!! I have called their "customer service" number multiple times for the last week and I've sat on hold for a minimum of 45 minutes and NO ONE ever picked up the call. Given the length of time I've been with Shell, I am extremely frustrated and angry that this is how they treat their long-time customers. I am truly considering canceling the account and moving on with life! This company is ABSOLUTELY HORRIBLE and the sad thing is they don't appear to care. I also contacted CitiBank, where the Shell card has been serviced for years and they told me since the account was transferred, they could no longer access the records. I made my payment to Citi and they didn't report it being made to Imprint so now Imprint is stating that I owe the same amount I've already paid and that has already cleared my bank account!

I don't need to add much to the reviews already here. Have all the same issues: no new card, AI can't help, need last four numbers to get replacement of card I don't have, can'tget an actual human on the phone. This has to be the worst card supplier change I've ever seen, it's support is completely useless. I can't imagine what Shell was thinking.

I would like to give no stars as this transfer from Shell to Imprint has been a total F*up. I was notified that my card would arrive by May 11. Never received it. Trying to call their customer service is a nightmare, as you are handled by an AI bot that keeps looping you back to the beginning. Kept asking me for the last four digits of my physical card which I never recieved! Uh, what nerd designed this program? I am seriously thinking of cancelling the card altogether. I bet I'm not the only one judging by other reviews here. HORRIBLE, ATROCIOUS, NIGHTMARE - not one positive review. I finally talked with a human after holding for 1 hr and 20 minutes. Was told in a very snarky manner that my card would be delivered within 10 days, when I pointed out that this was the 18th, the snark got worse "10 WORKING DAYS! Okay why wouldn't you have said tht in the first place, and why does the website say it would be delivered on the 11th, if it was not shipped until the 5th? Someone is not telling the truth. BuBye Imprint - I don't need you. My balance is paid off. I'm gone.

Transition from Shell CTI card to imprint is so bad somebody needs to lose their job. They debited my statement balance of $630.49 & debited me twice. Can't talk to a person, was on hold for over an hour twice.

The transfer or my Shell account has been a very bad experience. One card came after the switch over date of the 18th, other card has not come. My wife pays all our bills and said we will have around a $500 payment that must now be made to Imprint, yet it seems impossible to set up the account online. We already have a card with HEB grocery store (TX chain) that is with Imprint and every time we try to set up the new account now that we have a card it says we already have an account under that phone number. Never had an issue like that, I have 5 credit cards with Chase and can access each one through their website with one phone number on accounts. My wife finally got someone on the phone in India who was no help at all. We want to pay off what we owe and close the account but can't figure out how to yet.