Complaints
This profile includes complaints for Valero Energy Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 15 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, I had incorrectly done the balance transfer of 15000$ to Valero credit card account instead of my Bank of ******* checking account ******** on 10/23/2023, I don't have valero account but the money went incorrectly to valero credit card account ******** during balance transfer process from Bank of ******* account login ,this was unintentional and happened by mistake, I tried reaching out to valero and Bank of ******* also made the attempt to recover the money from Valero back to my account(case #*******) and it's 3 months passed and still valero is not returning the money back and it is waiting on their side to act on this and return the money to Bank of ******* since it is unauthorized and happened by mistake. I am worried if valero is going to return the money back since Bank of ******* pointed to valero at this point for any further progress to happen in this case
Business Response
Date: 01/25/2024
In accordance with Valero's privacy standards, and because this information is published, we have redacted personal customer information.
January 24, 2024
***
Complaint ID: ********
Dear ***,
We were recently notified of a consumer complaint that you submitted to the Better Business Bureau
concerning a mis-directed balance transfer ***. In the complaint, you state that a $*** transfer that
was originated October 23, 2023 and intended for deposit into your *** account ***, was misdirected
to Valero and that you want Valero to return the money.
We have investigated this situation and responded to your request for a refund ***. This refund is in
process and you should receive it soon. We appreciate your cooperation during our investigation ***.
We strive to provide excellent customer service and hope the resolution satisfies your concern. If you
have further questions, please contact me and I will be happy to assist you.
Sincerely,
***
cc: Better Business Bureau, Dispute Resolution Department
PLEASE MENTION ACCOUNT NUMBER WHEN REMITTING OR CORRESPONDING
Valero Payment Service Center
P. O. Box 631, Amarillo, Texas 79105-0631
Phone: 1-800-333-3560
Valero Family of Brands
Valero, Diamond Shamrock and ShamrockInitial Complaint
Date:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a credit card statement in the mail for **** National Bank. The statement has two charges on the account. This account was not opened by me. I did not apply for this credit card and did not make the charges on the account. The charges were made in a city that I do not live in and have never visited. I have reached out to the 1-800 number of the statement and I am unable to get a hold of anyone to help me resolve this. This is a fraudulent account that needs to be closed immediately. The account number is **** ****. Please close this account immediately.Business Response
Date: 09/20/2023
September 18, 2023
****** *******
***** ****** ****** Dr
Bakersfield, CA *****-****
Complaint ID: ********
Dear ****** *******,
We were recently notified of a consumer complaint that you submitted to the Better Business Bureau concerning your
DSRM National Bank/Valero Credit Card account. In the complaint, you state “I received a credit card statement in the
mail for DSRM National Bank. The statement has two charges on the account. The account was not opened by me. I did
not apply for this credit card and did not make the charges on the account. The charges were made in a city that I do not
live in and have never visited. I have reached out to the 1-800 number on the statement and I am unable to get a hold of
anyone to help me resolve this. This is a fraudulent account that needs to be closed immediately. The account number is
**** ****. Please close this account immediately”.
On August 6, 2023, an online application was submitted to DSRM National Bank/Valero with the same name and address
as listed in the Better Business Bureau complaint. The application was approved and a Valero Credit Card account was
issued. On August 7, 2023, a courtesy phone call was placed to the phone number provided on the application; however,
the phone number was disconnected. To protect the security of the account, charging privileges were suspended until the
identity of the account owner could be verified.
On September 15, 2023, we received a call from you informing us that you had received a statement from DSRM National
Bank and did not apply for this Valero Credit Card account. A review was conducted and it was determined that the
Valero Credit Card account was fraudulent. We submitted a request to the credit reporting agencies to delete the DSRM
National Bank/Valero tradeline from your credit file. Please allow the credit reporting agencies 60 days to update their
records.
We strive to provide excellent customer service and hope the information provided in this letter satisfies your concern. If
you have further questions, please contact me and I will be happy to assist you.
Please note that DSRM National Bank is the issuing bank for the Valero family of brands, which includes Diamond
Shamrock, Beacon, Shamrock and Valero.
Sincerely,
***** ****
***** ****
Credit Card Compliance Analyst
Phone: ************ ext. ****
Fax: ************
*****.****@valero.com
Cc: Better Business Bureau, Dispute Resolution DepartmentInitial Complaint
Date:07/26/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was checking my credit report and my credit was pulled for a hard inquiry when I have not apply for any kind of card. I would like for this inquiry to removed.Business Response
Date: 07/28/2023
In accordance with Valero's privacy standards, and because this information is published, we have redacted personal customer information.Customer Answer
Date: 07/28/2023
I have reviewed the business’ response and accept this resolution. I’m very pleased with the swiftness of this case.Initial Complaint
Date:06/16/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been receiving letters in the mail indicating I owed money to a credit card I've never opened. Payment is addressed to DSRM National Bank. I've never even used Valero gas. I suspect this to be possible credit card fraud and it does not show up on my credit reports. I have tried emailing and calling Valero's support. The email response told me to call. I could not get ahold of anyone when I called and I do not wish to spend any more time on this. I do not know how they got my address. Please close this account and stop sending mail. The indicated account number is **** ****Business Response
Date: 06/20/2023
In accordance with Valero’s privacy standards, and because this information is published, we have redacted personal customer information.Customer Answer
Date: 06/20/2023
I have reviewed the business’ response and accept this resolution.
Thank you on both ends for helping me resolve this issue.
Initial Complaint
Date:05/31/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got notification from a credit monitoring company that a hard inquiry was placed on my credit report. The name of the requester is "DSRM NATIONAL BANK". I have not been in anyway in contact with this bank. DSRM NATIONAL BANK, if you see this complaint, please work to remove the inquiry from my credit report. Thank you.Business Response
Date: 06/02/2023
In accordance with Valero's privacy standards, and because this information is published, the personal customer information has been redacted. A clean version of the response has been mailed to **** ******.Customer Answer
Date: 06/02/2023
I have reviewed the business’ response and accept this resolution.Initial Complaint
Date:01/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I woke up this morning to an alert from my credit monitoring service saying there was an inquiry on my credit report. Since I did not apply for credit of any kind I checked my credit report and found that someone (not me) apparently authorized DSRM National Bank on Jan 29 to do an inquiry on my account. When I googled the bank name I saw that this was for a Valero credit card. I tried to contact Valero to address this fraudulent inquiry and found it impossible to get ahold of anyone at Valero for help.Business Response
Date: 02/02/2023
February 10, 2023
********* *********
**** ***** **** Way
Richmond, CA 94803
Dear ********* *********,
We were recently notified of a consumer complaint that you submitted to the Better Business Bureau
concerning your DSRM National Bank/Valero Credit Card account. In the complaint, you rejected the
response that was provided to you on February 3, 2023 stating you have not been provided with a letter
confirming the inquiry on your Equifax credit report is fraudulent.
A letter was mailed to you on February 3, 2023 and submitted through the Better Business Bureau portal
advising that a request was submitted to the credit reporting agencies authorizing the deletion of the
DSRM National Bank inquiry from your credit file. Please allow the credit reporting agencies 60 days to
update their records.
We strive to provide excellent customer service and hope the information provided in this letter satisfies
your concern. If you have further questions, please contact me and I will be happy to assist you.
Please note that DSRM National Bank is the issuing bank for the Valero family of brands, which includes
Diamond Shamrock, Beacon, Shamrock and Valero.
Sincerely,
Amy *******
Amy *******
Credit Card Compliance Supervisor
Phone: 800-333-3560 ext. ****
Fax: ************
Amy.*******@valero.com
Cc: Better Business Bureau, Dispute Resolution DepartmentCustomer Answer
Date: 02/09/2023
Complaint: ********
I am rejecting this response because:I have still not been provided with a letter confirming that the inquiry was fraudulent. The inquiry still appears on my Equifax credit report. I disputed the inquiry with Equifax directly and they closed the dispute, simply stating that the inquiry will not be removed until the creditor updates their records to remove the inquiry, and contacts Equifax to tell them to remove it, which still has not happened. Meanwhile my credit is being damaged.
Sincerely,
********* *********Business Response
Date: 02/10/2023
Please see attached letter that explains we mailed a letter to the consumer on 2/3/2023 in response to the original complaint explaining a request was submitted to the credit reporting agencies on 2/2/2023 authorizing the deletion of the credit inquiry. The credit reporting agencies may take up to 60 days to update their records.Initial Complaint
Date:12/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a notice dated 12/16/2022 stating that my request to open a DSRM National Bank credit card was denied. I never applied for this credit card and was surprised to receive such notice. I suspect fraud in this matter and need clarity.Business Response
Date: 01/10/2023
January 9, 2023
****** ******* ******
** ********* ** *** **
Stamford, CT *****
Complaint ID: ********
Dear ****** ******* ******,
We were recently notified of a consumer complaint that you submitted to the Better Business Bureau
concerning your DSRM National Bank/Valero Credit Card account. In the complaint, you state that you
received a notice dated December 16, 2022 that a request to open a DSRM National Bank Credit Card
was denied. You state that you never applied for a credit card account and suspect fraud in this matter.
On December 15, 2022, an online application was submitted to DSRM National Bank/Valero with the
same name and address as listed in the Better Business Bureau complaint. The application was rejected
due to the information received from Equifax did not meet our minimum credit score requirements. A letter
notifying you of this decision was mailed on December 16, 2022.
A credit card account was not issued; therefore, we have submitted a request to the credit reporting
agencies to delete the DSRM National Bank inquiry from your credit file. Please allow the credit reporting
agencies 60 days to update their records.
We strive to provide excellent customer service and hope the information provided in this letter satisfies
your concern. If you have further questions, please contact me and I will be happy to assist you.
Please note that DSRM National Bank is the issuing bank for the Valero family of brands, which includes
Diamond Shamrock, Beacon, Shamrock and Valero.
Sincerely,
*** *******
Credit Card Compliance Supervisor
Phone: ************ ext. ****
Fax: ************
***********@valero.com
Cc: Better Business Bureau, Dispute Resolution DepartmentInitial Complaint
Date:12/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a bill in mail for an account I did not open. Fraud from a city I don't live in. Account ********Business Response
Date: 01/10/2023
January 9, 2023
***** ******
*** * *** *
Layton, UT **********
Complaint ID: ********
Dear ***** ******,
We were recently notified of a consumer complaint that you submitted to the Better Business Bureau
concerning your DSRM National Bank/Valero Credit Card account. In the complaint, you state that you
received a bill for an account you didn’t open.
On October 30, 2022, an online application was submitted to DSRM National Bank/Valero with the same
name and address as listed in the Better Business Bureau complaint. The application was approved and
a Valero Credit Card account issued. On December 13, 2022, you notified us that you did not apply for
this credit card account.
A review was conducted and it was determined that the Valero Credit Card account was fraudulent. We
submitted a request to the credit reporting agencies to delete the DSRM National Bank/Valero tradeline
from your credit file. Please allow the credit reporting agencies 60 days to update their records.
We strive to provide excellent customer service and hope the information provided in this letter satisfies
your concern. If you have further questions, please contact me and I will be happy to assist you.
Please note that DSRM National Bank is the issuing bank for the Valero family of brands, which includes
Diamond Shamrock, Beacon, Shamrock and Valero.
Sincerely,
*** *******
Credit Card Compliance Supervisor
Phone: ************ ext. ****
Fax: ************
***********@valero.comInitial Complaint
Date:11/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I noticed a hard inquiry on my credit report. 3 days later received a letter in the mail in my maiden name that I haven't had for 22 years. I feel that I'm the victim of identity theft and would like this removed from my report.Business Response
Date: 01/10/2023
January 9, 2023
***** *****
*** ********* Ave
Sunbury, PA *****
Complaint ID: ********
Dear ***** *****,
We were recently notified of a consumer complaint that you submitted to the Better Business Bureau
concerning your DSRM National Bank/Valero Credit Card account. In the complaint, you state that you
noticed a hard inquiry on your credit report, received a letter in the mail in your maiden name and feel that
you are the victim of identity theft. You request deletion of this information from your credit file.
On November 19, 2022, an online application was submitted to DSRM National Bank/Valero with the
name ***** ******* and the same address as listed in the Better Business Bureau complaint. The
application was rejected due to the information received from Equifax did not meet our minimum credit
score requirements. A letter notifying you of this decision was mailed to the address provided.
On November 30, 2022, we received an email from you notifying us of the fraudulent application. As a
result of your email, on December 13, 2022, we submitted a request to the credit reporting agencies to
delete the DSRM National Bank inquiry from your credit file. Please allow the credit reporting agencies 60
days to update their records.
We strive to provide excellent customer service and hope the information provided in this letter satisfies
your concern. If you have further questions, please contact me and I will be happy to assist you.
Please note that DSRM National Bank is the issuing bank for the Valero family of brands, which includes
Diamond Shamrock, Beacon, Shamrock and Valero.
Sincerely,
*** *******
Credit Card Compliance Supervisor
Phone: ************ ext. ****
Fax: ************
***.*******@valero.com
Cc: Better Business Bureau, Dispute Resolution Department
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