Regarding the May 22, 2026 article, "Shell’s New Credit Card Offers Surprising Rewards That Come with a Big Catch", I guess Clark isn’t aware of the current fiasco with this card. This is summary is from what I’m currently experiencing (been a Shell card holder for 40 years) and what others have been reporting online:
Widespread systemic failures following the recent transition of the Shell Credit Card from Citibank to Imprint Payments, Inc.
Since the migration took effect, Imprint has completely failed to provide adequate account management, infrastructure, and customer support, leaving thousands of cardholders locked out of their accounts. Specifically, the transition has caused the following actionable issues:
Complete Lack of Account Access: Many consumers, including myself, never received their replacement physical credit cards or the necessary activation credentials to transition their old Citi accounts into the new Imprint portal.
Unreachable Customer Support: Imprint’s support system is fundamentally broken. Customers are trapped in infinite, unhelpful loops with automated AI chatbots. Attempting to reach a human representative results in hours-long hold times, sudden call disconnections, or a total inability to connect.
Financial and Credit Harm: Because Imprint has cut off account access and human support, consumers cannot view their statements, confirm their balances, or make timely payments. This systemic failure risks exposing cardholders to unfair late fees, interest charges, and wrongful damage to their credit scores.
This is not an isolated customer service glitch; it is a mass infrastructure failure affecting a massive class of Shell cardholders nationwide. Imprint rolled out this transition without the operational capacity to handle it, resulting in severe consumer negligence.
The security aspect is a major concern. I’ve had a Shell card for over 30 years. When I went to activate this new Imprint card it would not accept my phone number. The system then wanted my name, full DOB and full SSN followed by a front and back picture of my drivers license. I backed out of that and finally reached a customer service rep.
The rep advised that no further action could be taken since the phone number they have on file does not match mine. I stated that this appears to be a security breach and asked to talk to their fraud/security department. The rep said they did not have one and someone would contact me in 72 hours (never happened).
I’m now going through hoops to get a final payoff amount and an address to send it to, along with notice to cancel the account. For anyone’s reference, these cards are apparently issued by First Bank & Trust 520 6th St, Brookings, SD 57006 (800) 843-1552.
I have since filed a complaint with the CFPB which referred my complaint to the FDIC Consumer Response Unit. I have also filed a complaint with the BBB and my state AG. In my USPS informed delivery it shows a package coming from New Jersey so I’m assuming that may be the Imprint card we were all supposed to received before May 18. From everything I have read online, especially Trust Pilot, I think after 40+ years of having a Shell gas card, I’m going to close my account.
I am having issues with paying my shell credit card. I was able to setup my account; however when I tried syncing my banking information it wouldn’t sync so I had to enter the information manually. I did this in the middle of May and thought everything was ready to go for whenever I paid for my card on May 29th, however I was wrong. On May 29th I logged into their website and was able to get into my account but whenever I clicked on pay now I received an error message. So I clicked on the my banking and I received the spinning wheel of death. So I tried downloading the Imprint app and nothing comes up. So I called the customer service toll free number and tried the AI Virtual assistant and it still didn’t work, so I asked to speak to a human customer rep. I was put on hold for an hour and 5 minutes when the line went dead. I have tried multiple times calling back every day to speak to a human person and I am put on hold for an hour and 5 minutes to have their system hang up on me. I just want to pay my bill and not get a late fee. It is beyond frustrating.
I totally feel the same way. I keep checking my Imprint account every day. I have a small balance but after reading about all the issues with customers trying to make a payment, etc., I haven’t even tried to pay it yet.
I have filed complaints with CFPB, FDIC, BBB, and my state AG. I still haven’t received my new card. All these months Shell was sending updates and now that this has happened, not one single word. Terrible.
I am having all of these issues as well. I just wanted to say think you to this community for sharing your issues. I have worked specifically in the payment card industry in the Oil & Gas industry and this is beyond a minor issue. This is a defunct payment platform.
As an added note, I tried to call Shell Oil directly and could also not reach a live human.
I only did that because I am a loyal costumer who wanted to continue using the Shell Oil rewards program and discounts. I hope they act fast! Iam so glad I am not the product manager for this program!
I have had a Shell credit card with the same number for 48 years. I made an electronic payment on May 19 that was paid by the bank on May 21, 3 days before the due date of May 24. The day after I made the payment, I received a new Shell MASTERCARD in the mail. I already have a Mastercard. I called the customer service number and was on hold for 60 minutes when the robot said “Sorry, there is no one available to assist you. Please call back later” I called again the next day and was on hold 50 minutes, after which I hung up. The next day I finally got hold of a girl who spoke broken English and had to repeat almost everything she said. I was assured that the balance on my old card would be automatically transferred to the new card. OK. The problem is that my PAYMENT on the old card was NOT credited to my outstanding balance, which in theory was now overdue. So I called the Cust Svc number on the old card. It would not recognize either my 9 digit account number NOR my full 9 digit Sicial Security number. A couple days later I got an e-mail saying that my “late fee” would be waived if I made a payment soon. I replied with a “cease and desist” note saying that it was up to THEM to track down my latest payment and credit my account. I then sent them a payment for the charges I had made since my last payment and told them that under no circumstance would I make a duplicate payment or pay any late fees. Furthermore, if they did anything to negatively impact my exemplary credit rating, a legal remedy would be pursued. I’m not even sure that the new card has been successfully activated. So bye bye, Shell ! What a gigantic FUBAR.
I’ve had my Shell credit card account since 1977. I haven’t used it a lot in recent years due to significantly less Shell stations in my geographic area. I used it at least once a year to keep the account active. When I received the initial letter in the mail about the transition to Imprint, I was skeptical. I have several major credit cards and had never heard of this issuer. I found that they issued 12 other credit cards, partnerships with other companies most of which I had never heard of. I found the number of consumer complaints on those other cards very concerning to the extent that I made the decision not to participate in the transition of the Shell card to Imprint. I had a small balance on my Citi Shell account, and I immediately paid that off. As soon as it showed a zero balance, I called Citi at the end of April, and closed my 49 year old account. It is now reported as “account closed by consumer” on all 3 credit reports. Strangely enough, I received 2 more letters from Imprint via US Mail and 3 emails telling me to log in and set up my Imprint account. Then I received a text message from Imprint stating that the phone number on my account had been changed and to call customer service if I didn’t make that change. I called Imprint customer service, and was on hold for a very long time until a rep came on the line. He identified himself as “Oliver”. I explained the situation, and he did something called a database search, and could not find an account for me in their system. He also could not explain why I got that text message. Hopefully I dodged the bullet on this one, but am checking all 3 credit reports daily to see if anything appears from Imprint. Citi Shell sent me a final paper statement showing my payment and a zero balance.
Many customers, including myself, are finding no support from Imprint or Shell for erroneous payment processing errors including negative credit reporting even though payments have been received.
I have received two collection calls from Imprint. Each time the managers were able to find and see my automatic payment was received, and could see June set up.
I emailed, as per instructions from the first collection rep, the images of my statements and automatic payment. The next day I get an email from Tim Kelly stating that I didn’t have a Shell Elite Mastercard even though he had images of my statement and App images clearly showing that I have a Shell Elite Mastercard.
I cannot get a live representative on the phone because it says I have no active accounts, even though I have received a statement by mail. I can also access the app and see my balance, and available credit.
Another 40+ year Shell customer who just closed the account out of frustration. Lost my Shell card about 3 weeks prior to transition, was told I would have to wait until Imprint cards were mailed to get another. Received the card about a week prior to transition but was unable to activate it until the day after transition. Requested a card for my wife and was told it would be 6-10 days to receipt, that was almost a month ago and still no card for her. Gave her my card to use, only to find it would not work at the pump. Called “customer service” repeatedly and was finally told that pending receipt of my mailed last payment, they wouldn’t activate the card. Its now about 2 months since I last held an operating Shell credit card, so I’m using my Exxon/Mobil card instead. Today when I finally got thru to an agent to try to close the Imprint account, the agent sent me several text verification codes that that were invalid. I spent about 15 minutes on the phone, repeated my personal verificaiton info twice before the agent was able to close it. I was told I wouldn’t be allowed to apply for another card with Imprint !! Color me a former customer of the big Shell Oil company and I hope the CEO finds out what a disaster this transition has turned out to be.