ImprintReviews 

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 My automatic payment was withdrawn on May 22, 2026, yet my account was sent to collections for non-payment.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.

Had a shell card through citi. It switched to imprint. The first card didn’t come in the mail and I was advised to order another one. Then I was charged $25.50 that I wasn’t told about for the new card. I asked for it to be refunded because I never got the first card. Actually I never got the second card either. They refused the refund so I closed the entire account. A 40 year customer GONE…over $25.50.

Impossible to reach a human, have been on hold for 3 hours today. If you are on hold for long enough the system just hangs up on you - you don't even have the option to be persistent and wait it out.

I am incredibly lucky that the balance on my Shell card was zero'ed out before the transition to imprint.co

Their app is broken and their website is broken - neither is able to locate my information to make an account so it is impossible to set up payment information.

I was originally calling support so that I could get my account access sorted out, but after seeing the wave of reviews coming in with people having awful experiences I will 100% be closing my account and having this company delete my data through any means necessary.

Do not do business with these people!

EDIT:
After filing a complaint with the BBB I was called by Imprint.co within 2 days. I guess there ARE people working there after all. File complaints, make your voices heard!

I had a Shell Mastercard for several years and was happy with its functionality and service. When they transitioned to Imprint that all went in the tank. The web site is virtually impossible to deal with and the customer service is non existent (I am currently on hold with their 800 number as I write this). I paid my account balance before the transition to Imprint and they are now dunning me for an overdue payment. This is a card carrier to avoid !!!!

This new company is horrible. There is no one to talk to. They won’t let you move on unless they send you a code and they never send you a code and then they try to send you online to send you a code and you still never get it

Imprint Update: After numerous futile attempts at contact I submitted a complaint to the Florida Attorney General's office.

Impossible to get any customer service. Asking for a SSN(Not going to happen) to active a account I've had for 3yrs. Trying to cancel and even that can't be done.

I had my shell card transferred over to imprint. I got the email about my virtual card being set up and to log in to create an account. Well I got all that set up around May 5th. Then it said I could request a physical card so I did. I had no issues getting into the account I set up for the virtual card until it came time to activate my physical card. All I get is my information isn't correct. They also don't recognize my phone number. I have been round and round with AI chat and AI phone call. I just keep getting directed to one or the other and get no human. So here I am sat with a physical credit card I can't activate and a virtual card that I have no clue what's going on with it. After reading all the horror stories of imprint and not being able to get a person to talk to I have decided I'm not even worried about activating this card. Luckily I have no balance on the other card so I'm not in a bind like most whose cards with balances transferred over. It just looks like everyone's information did not transfer correctly so no one can get in to the new accounts. I'd totally cancel the card if I could, but I can't get in to do so. So I will either report this as not being my card when it shows up on credit karma and will go that route or hopefully it will cancel itself since I can't activate it anyways. Definitely never care to deal with imprint after this fiasco.

I agree with everyone on here. This company is horrible. Did anyone else receive a certified envelope that you had to sign for and it only had something saying my payment was due by the 25, which I had just paid. If they sent that letter to everyone, it was a waste of money and paper. Then I got an email today saying that I still need to make my payment.....although the website says it as paid and calling their useless phone number also said I had paid it. I will be completely paying off this card and cancelling. I don't even have any Shell stations near where I live now so only used it when traveling. Customer Service is horrible. Treating us all like we don't pay our bills every month is just unbelievable. How do you run a company like this?

So, I stopped using my shell card a year ago because their rewards are so low it's insulting. I closed my account then. Fast forward to this week, I open my Imprint app and a virtual shell card is staring me in the face. Imprint has worked fine for my HEB card, but I can't get rid of this Shell card in the app because customer service literally does not work. It even says on their website which AI number to call to close the account but the voice stops responding to any questions and just asks if I'm still there a minute later. This is incompetence at its finest and no I will not be activating a new card just because you shove it in my face. Additionally, on a computer the Shell card doesn't show as "Active" in the wallet, but in the Imprint app it does. For companies rolling in billions of dollars, you'd think they could be bothered to use a few thousand for a basic validation of the customer service workflow before dumping this hot turd on the public. If Shell and Imprint want to alienate customers and ensure anger and negativity is associated with their brands, then they're doing a fine job.

Shell switched over to Imprint credit cards. You cannot get any help from customer service. They want your full SSN even though I have the card & have used it. The email support given says that its not in service at this time. I called Shell & you get the same AI loop. Shell - why did you switch? A bad look for Shell as well.

New "Shell" Imprint Master Card is not really a 1. It's a zero. All these negative reviews are on target. Can't get them on the phone, can't reach them by email, no mailing address. Imprint is a ghost company (if a company at all). Their supposed website asks for your name, DOB and full SSN. No way! I had a Shell credit card for years but I am trying to cancel this new "Imprint" card. Problem is: I can't contact anyone to cancel. Phone numbers don't connect. Beware. I don't know if this is a scam but it has all the indicators. HORRIBLE. AWFUL. ZERO. HATE IT.

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.