ComplaintsforShell Fuel Rewards Program

Gasoline

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Initial Complaint
06/19/2024
Complaint Type:
Billing Issues
Status:
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.
Scam alert ..Every time I put a credit card in the rewards program, somebody from your program tries to scam the credit card. Ive tried to notify your company about it and you do nothing about it.
Business response
06/21/2024
Hello Mr. ***********

According to our records, our records do not reflect that you have contacted our Fuel Rewards ****** Services team regarding this issue. You can always reach out to our support team so we can verify and confirm which credit cards are on file and which are not. Please also be aware that email scams and text message scams are happening frequently, so if you are ever unsure if you are actually being contact by Fuel Rewards Program to actually reach out and confirm with our support team.

If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.

Thank you,
Initial Complaint
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 5/30/24 at 11:05 AM, I purchased ***** gallons at $4.699 a gallon of Super premium fuel from pump #8 at the Shell gas station located at *******************************. Around ***** minutes later, I was traveling on the highway at 60 mph and my vehicle suddenly lost power, it would not go any faster than 5 MPH. I almost got hit by other vehicles on the freeway. I had to creep off the freeway and pull to the side of the road. At this time, my car displayed a fault message of "Drivetrain Malfunction: Drive moderately. Maximum drivetrain output not available. *************** center" pic is attached. The vehicle was cutting off, and had extremely poor acceleration. I immediately took my vehicle to the dealer for diagnosis on that same day (5/30/24), and they confirmed that the gasoline in the car was contaminated. This has resulted in a repair costs and transportation costs of over $2500 to have the car repaired. I contacted the gas station and advised about the incident, they directed me to file a complaint with Shell corporate. Meanwhile, I still have not received any type of assistance with the payment of the repair costs for the damage cause to my vehicle. Copy of all supporting documentation is attached to this claim.
Business response
07/02/2024
Hello Ms. ***************************

According to our records, you have not contacted our Fuel Rewards ****** Services team regarding this issue.

The Fuel Rewards program is not responsible for any issue regarding the Fuel used at the station, and Ms.Plaza would need to reach contact the Shell **************** ************** or email ************************************************************* or the specific site owner regarding this issue.

In conclusion, this complaint is not related to the Fuel Rewards program. Although Fuel Rewards ****** Services understands Ms. ****** frustration, we are unable to provide any remedies. We recommend Ms.Plaza either contact the Shell **************** ************** or email ************************************************************* or the specific site owner to address this issue.

If you have any additional questions or concerns, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.
Initial Complaint
05/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
ON May 8, I went to shell (where I normally get gas up), and put my shell card into the gas pump to pump gas (To fill up), as I normally do and the card was declined, the pump gave a message that said, "see cashier". So I went into the station and gave the card to the clerk she said "go ahead and fill up, she would slide the card when I got through pumping gas".So after filling up I went back in and the card was declined again...SO I called the number on the back of the card and a rep(female) came on the phone and I asked here what seems to be the problem with my credit card.She asked me a bunch of security questions and then told me after about 40 minutes on the phone, that I would be receiving a communication from them and when I get it, fill out the form and fax it back.I still don't' know why the card was declined, it was paid up, (current), never received a letter about anything (Fraud) or anything like that, never been late with a payment, always paid the bill on time each month (early as a matter of fact every month). I go to noticing my paper statement and it has the last four digits listed on statement shows different than the last four numbers on the card, why I don't know. But, it's been that way since I've had the credit card and I have never had any problems before.I ask them to tell me why the card was declined and they would not tell me unless I receive the form, fill it out then return the info (By fax), then go from there. It's been about a month since I have used the card and I have $671 available credit if I need it, and i only use it from time to time to pay for gas at the pump.I called Citibank to "Try" and discuss with Corporate employees the reason why the card was declined at the shell station, and could not speak to anyone, (don't' know why). I was a victim of credit card fraud on 4 other credit cards two weeks ago (New cards were issued). I tried to speak to another rep, but could not understand their speech...
Business response
05/13/2024
Hello *********************,
According to our records, you reached out to the Fuel Rewards ****** Services team regarding this issue on 5/10/2024 and were advise to contact **** as they manage the credit card. In regard decline of the credit card, you would need to contact ********* directly at the numbers below:
************** Shell Fuel Rewards MasterCard
************** Shell Fuel Rewards (Private Label)
If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.

Customer response
05/13/2024
I am rejecting this response because:

I am suppose to be getting a letter from Citibank but haven't got one yet.....
Business response
05/15/2024
Hello *********************,
According to our records, you reached out to the Fuel Rewards ****** Services team regarding this issue on 5/10/2024 and were advise to contact **** as they manage the credit card. In regards to the decline of your credit card, you would need to contact ********* directly at the numbers below:

************** Shell Fuel Rewards MasterCard
************** Shell Fuel Rewards (Private Label)
Excentus Corporation owns and operates the Fuel Rewards program, and Shell is the redemption partner for the Fuel
Rewards program. The Fuel Rewards program does not manage the payment portion of the Fuel Rewards Citi credit card, this is managed by Citi Bank.

If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.
Customer response
05/15/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/22/2024
Complaint Type:
Product Issues
Status:
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.
4/20/24 2:20 pm went to fill up using my member appreciation reward to save 10 cents a gallon. The Fuel Rewards/Shell app would not allow me to edit payment to another card already entered in on the app. The card I wanted to use gives me 5% back on gas purchases. When attempting to change cards it gave me a message something like "cannot do at this time, try later". I attempted multiple times unsuccessfully. I fill up 10 gallons at a time to meet the "fill" requirement of 10 gallons to count toward the 4 fills in 30 days to get the 5 cents a gallon discount. When I called Fuel Rewards they offered only a one time 3 cent a gallon credit to compensate me. My loss was $1.63 and a 10 gallon fill up would only compensate me 30 cents. I was transferred multiple times, once supposedly the rep couldn't hear me, and hung up. I called back, lastly speaking to a rep who identified herself as ****. The two phone calls and multiple transfers totaled over an hour and a half. I was repeatedly explained by the reps how Fuel Rewards and Shell are separate entities and would transfer me back to the other. "****" also hung up on me when I became frustrated hearing the two entities yet again being explained to me. Not compensated for the app not functioning, nor my time. Phone # associated with the account ************. Email address: *********************** Zip code *****.
Business response
04/24/2024
Hello ***************************************,

Unfortunately, ******************** owns and operates the Fuel Rewards program, and Shell is the redemption partner for the Fuel Rewards program. ***************************************, would need to reach out to Shell with issues regarding the Shell Pay and Save app as we do not manage Shell Pay and Save app.

We would recommend that you contact Shell customer care directly. We have provided their contact information below:

************** or *******************************************************************

We have added a one time $0.10 appeasement to *************************************** Fuel Rewards account as a one time courtesy for the inconvenience.
Thank you,
Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On April 5th the fuel rewards was offering a chance to win a $25 gas card at 4 different times. Giving away 1000 of these gas cards. Numerous times I clicked on the link, it stated for me to go and claim my card. Everytime I clicked it redirected me. So they did offer a custome hotline. I called and just got a message saying they were experiencing technical difficulties right now. So in other words no one got a gas card. i am calling this false advertising.
Business response
04/09/2024
Hello **************************************

According to our records, our records do not reflect that you have contacted our Fuel Rewards ****** Services team regarding this issue. Please contact us for a case to be created for further research.

If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.

Thank you.
Customer response
04/16/2024
I am rejecting this response because: I am waiting for the response from them after sending an email as they requested.
Business response
04/16/2024
Hello *******************************,

According to our records, our records reflect that you have contacted our Fuel Rewards ****** Services team regarding this issue on 4/16/2024. Our records reflect that you account was issued a courtesy appeasement for the issue you encountered on the website regarding the Sweepstakes.

If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.

Thank you
Initial Complaint
02/24/2024
Complaint Type:
Billing Issues
Status:
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.
This issue is on going and to this date has not been fixed. This program is great when it works. And I wonder how much more credits I'm due, I'm sure this has possibly gone on longer than I've noticed. This program offers in store purchases with anywhere from 2 cents to 20 cents off per gallon when purchasing certain Items. I usually buy these items and get gas just about everyday. The reps can see my transactions because last time I called them regarding this they listed on their system all the stuff I got the rewards on. I still had to submit receipts when they had it in front of them. And seeing as how I lost out on prolly $1 or more at the beginning when I didn't save my receipts as well as missing rewards of prolly 50 cents to $1. I started to save my receipts. But the last call they proved to me I didnt need to but for some reason I still do. Anyway they have levels of the program silver, gold, and platinum. I get soo much gas I'm platinum. and with Platinum status they offer double rewards. and they have national double rewards and location specific double rewards. As well as previous to this they had National and Location specific rewards. Also possibly a reason why they denied about 50 - 75 cents of rewards at one point. I actually had to talk to the store manager at the location for them to fix it. The national rewards are offered at "participating locations" which is majority of them. When you call the reps or email the reps they look at the National rewards. I have to screenshot and send them proof of these rewards. for them to say "its not part of the promotion" The double rewards is the issue now and I only shop at one location and the owner loves the program and they offer more rewards than just what is on the national list. When in the app there is a section of "earn more" and location specific searching shows double rewards for all the locations rewards for platinum level. I have still yet for me to get the double rewards. They haven't fixed it yet.
Business response
02/28/2024
Hello *****************************,

After further review, our records reflect that when you contacted member support regarding this issue,that we credited your account for the missing rewards on 12/12/2023.

Please note that that not all in-store offers are eligible for the double savings with Platinum status. Each offer would state if it is eligible for the double savings with Platinum status.

If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.
Thanks
Initial Complaint
02/19/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
At a Shell gs pump using my Shell credit card ending in ****, the screen said I had $0.30/gallon off via rewards. I pumped ***** gallons and should have had $4.36 deducted from the total. Per the attached emailed receipt only $1.43 was deducted.
Business response
02/20/2024
Hello Mr. ***** ********

According to our records, our records do not reflect that you have contacted our Fuel Rewards ****** Services team regarding this issue. Our records also reflect that you last redeemed with your card ending in **** on 2/4/2024 for $0.10 off per gallon discount.

If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.

Thank you,
Customer response
02/20/2024
I am rejecting this response because: I contacted Shell Rewards the same day I filled my vehicle tank and got nowhere. The same date as reflected in my attachments. More excuses and delay from Shell. My card should be credited per my attachments. Most businesses would do the right thing and fix this situation!
Business response
02/22/2024
Hello *******************************

Our records do not reflect that you have contacted our Fuel Rewards ****** Services team regarding this issue. It is possbile that you contact another entity mistakenly,The Fuel Rewards Program is owned and operated by Excentus and is not the same company as Shell or **********

Our records reflect that you last redeemed with your card ending in **** on 2/4/2024 for $0.10 off per gallon discount. We are unable to confirm what reward the pump was showing, or confirm whether or not you were eligible to receive the 30 cents off. We have added a one-time $0.30 cents per gallon appeasement for the rewards not issued. You now have a total reward balance of $0.30 cents per gallon on top of your member tier reward for your next fill up.

If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.

Thank you,
Customer response
02/24/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
01/25/2024
Complaint Type:
Billing Issues
Status:
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.
I;;m a shell credit card holder and i go to the Shell stations on ********. and ST. **** RD. AND VETERAINS PKWAY and none of them will give me my reward of 10cent off a gal. of gas the lie and say there is something wrong with your card so i stand in the stations and call my shell card *** and tell the what's going on and they tell me their nothing wrong with my card what they are doing is not putting my reward in the register so it would give me my reward.
Business response
01/31/2024
Hello Ms. *****************************

According to our records, our records do not reflect that you have contacted our Fuel Rewards ****** Services team regarding this issue. Our records also reflect that you last redeemed with your card ending in **** on 1/30/2024.

If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.

Thank you.
Customer response
02/04/2024
I will be going. Back to the shell stations and see if i will receive my rewards. if not i would like to take them to court
Initial Complaint
01/17/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've never once signed up for or used the Shell Fuel Rewards program, nor do I have a Shell Fuel Rewards credit card. However, for the past month my standard **** Universal Card that I have tells me at the Shell pump that I'm a Fuel Rewards member. The pump even prints out a receipt with a Fuel Rewards Account number on it. Let me state again, I've never once signed up for any kind of Shell Fuel Rewards yet somehow the Shell gas station near my house thinks I'm a rewards member. I've contacted both my credit card and the Shell Fuel Rewards customer service and get nothing but runaround. I even sent Shell Fuel Rewards a picture of my receipt and they were ZERO help. I've attached a copy of this receipt to this complaint. All the Shell Fuel Rewards customer service tells me is they can't pull up my account with my email or phone number. Well, no ****, because I never created an account, but for some reason Shell thinks my credit card is a Rewards member. There should be more than enough info on this attached image of my receipt to figure out what is going on. The case number from Shell Rewards customer service which was no help at all was: ********. Has shell been hacked? What is going on?
Customer response
01/22/2024
This complaint can now be closed. It turns out that my credit card was giving me a generic benefit at Shell gas pumps despite them not telling me about it when I called them in regards to the issue.

Thanks,

****
Initial Complaint
12/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
The nature of this complaint is that I believe all 3 shell stations in ****** do not shut off their pumps when the tank is full, IF you pre-pay in the station and then pump your gas. The pump will run at normal speed until the tank is full...then the pump dials run so fast you cannot read them...until the amount you have prepaid has been used up. This happened last week in the station at Long Rapids Road. I suspect this to be true also for the station on ******** and the station at Diamond's Point, I called the local ************ to see if they would investigate, but got no help. I tried to reach Shell through various numbers and email and websites and got no person.I hope you can check to see that I am correct and get this situation corrected. thank your for your help.****
Business response
12/13/2023
Hello *********************,

According to our records, they do not reflect that you have contacted our Fuel Rewards ****** Services team regarding this issue. Unfortunately, ******************** owns and operates the Fuel Rewards program, and Shell is the redemption partner for the FuelRewards program. The Fuel Rewards program does not determine the number of pumps at a participating Shell that provides
access to the Fuel Rewards program. ****************** would need to reach out to Shell or the specific site owner to address this issue. Similarly, Fuel Rewards is not responsible for employees or workers on site at Shell locations, and ***************** would need to reach out to Shell or the specific site owner to address this issue.
We have provided their contact information below for Shell *****************

************** or *******************************************************************
Thank you
Fuel Rewards ****** Support.
.
We request that this complaint be closed.

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