ComplaintsforShell Fuel Rewards Program
Gasoline
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Complaint Details
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Initial Complaint
11/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 11/22, at roughly 10:40pm I went to the shell located at ******************************************** ********* **, I went to get $**** off per gallon of gas on my rewards that I earn thru Advance Auto Parts. I tried to do it myself at the pump but my chip wouldn't read on my card and I had to go into the store to pay. The employee behind the counter deliberately only but a $**** total on pump number 9 and once I pumped the gas the pump stopped at $**** and all my rewards disappeared from my account. I went back in several times to get this taken care of but the employee didn't care and asked me if I wanted a receipt for $ **** gas. I know he knew exactly what he was doing to mess up my rewards discount on gas. I planned on filling my truck up with gas and the only way to make this right is to send me a Shell gas card in the mail in the amount of *****. When leaving the store another customer getting gas noticed that I was upset and said that the man behind the counter is an Fu**ing a**** because one time she wanted **** in gas and he had nerve enough to ask her why she was only get ****? This proves that he did this deliberately to my rewards. Who wants only $**** in gas in a 2023 **** F150??Business response
12/06/2023
Hello *******,
According to our records, you have not reached out to the Fuel Rewards ****** Services team regarding this issue. That being said, these rewards were earned by AAP you would need to contact AAP regarding your rewards. We are requesting that this complaint be closed.
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
11/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of transaction is November 3rd, 2023 The shell pump advertised 5 cents off every gallon at the pump as free on the pump menu transaction where I filled up for $54.00 They asked for my email to send further details at the pump... I received the email instructing me to download the shell fuel rewards app and...My checking account reflected a separate unauthorized charge of $131.00 I attempted the painful process of phone calls with their shell rewards being transferred and asked to call shell without any resolution or ability by the given contact info to even speak to the correct department saying I have to call shell and they world transfer me back to same department repeating same outcome...Business response
11/13/2023
Hello Mr. ***** Flush,
According to our records, Mr. ***** Flush contacted our Fuel Rewards ****** Services team on Nov 2, 2023.
****** Services advised Mr. ***** Flush when a consumer uses a credit or debit card to purchase gas, there is an authorization hold placed on the card. They place holds to ensure full payment for the gas purchase because they do not know at the beginning of the transaction how much gas will be purchased. This transaction hold can take up to 5 days to drop off of your history.
If for any reason you do not see this drop off of your transactions, we advise you to contact your financial institution to dispute the transaction.
After advising Mr. ***** Flush of this, ****** Services marked this case as resolved.
If Mr. ***** Flush has any additional questions or concerns, we encourage him to reach out to ****** Services via email at ************************************** or by calling **************.Initial Complaint
11/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hello, I keep getting issues trying to pay my account balance via web. I have always done it this way and I am upset I am unable to do it again this way. Please advise what can be done to ensure there is no issue with this. Please advise how to address to get this payment completed. I would like to pay $75.Business response
11/14/2023
Hello Mr.****
According to our records, you have not reached out to the Fuel Rewards ****** Services team regarding this issue. That being said, you have a Fuel Rewards credit card on your Fuel Rewards account. In regard to payment of this account, 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 **************.
Thanks,Initial Complaint
10/31/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I got an email from Shell S-Pay that said I would get 35 cents/gal discount, 25 cents/gal more than standard S-Pay for my next 3 fill-*** on 10/19/2023, I got my first fill-up on 10/27/2023 and only got 10 cents/gal for a total of **** discount on ****** gallons of I got the 35 cents/gal like promised I should have gotten **** in discounts, Called fuel rewards they said I need to deal with shell and shell says I need to deal with fuel rewards, shell claims they will resolve the matter in 24 hours but 4 days have gone by with no resolution. Though Fuel rewards claims no responsibility they gave me 30 cents/gal off only my next fill up even though it's supposed to be my next 3, Shell S-Pay Promised a five dollar direct deposit back to my account for the inconvenience but has not done it. Will be calling shell S-Pay Fuel Rewards again today. Apparently the last complaint BBB had the same problem, and I know two more that had it too a Federal Judge and the ** ATTORNEY FOR THE ************** and they are launching a federal investigation to the issue. False advertising is an Fraudulent luring activity and is a violation of anti-trust laws.Business response
11/09/2023
Hello Mr.*****,
According to our records, you contacted our Fuel Rewards ****** Services team on Oct. 27, 2023.
On Oct. 27, 2023, ****** Services implemented a one-time appeasement for the missing Fuel Rewards savings to your Fuel Rewards account.
After completing the appeasement, ****** Services marked this case as resolved.
If you have any additional questions or concerns, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.Customer response
11/09/2023
I am rejecting this response because:
the appeasement was for a one time fill the promotion was for 3,
Business response
11/13/2023
Hello Mr.*****,
According to our records, you contacted our Fuel Rewards ****** Services team on Oct. 27, 2023.
On Oct. 27, 2023, ****** Services implemented a one-time appeasement for the missing Fuel Rewards savings to your Fuel Rewards account. You have not completed any fill-*** after 10/27/2023 for the other 2 fill-*** for this offer.
After completing the appeasement, ****** Services marked this case as resolved.
If you have any additional questions or concerns, we encourage you to reach out to ****** Services via email at ************************************** or by calling **************.
Thanks,Customer response
11/13/2023
I am rejecting this response because: Response is unsatisfactory, issue is not resolved, information provided in response not accurate / relevant, merchant clearly refuses to correct matter.Initial Complaint
10/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In early September, Fuel Rewards offered an additional 25 cents saved per gallon if you utilized Shell 4 times in the month of September. I did that and each time it was over 5 gallons. I did NOT receive the additional 25 cents on my next purchase. Since it was in an email and didn't think I would HAVE to save it, since they are supposed to be reputable, I can't get an answer from them. As I stated to them, if they hadn't offered this, I would not have gone to Shell since they are normally higher priced (by a few cents) and I do usually go to ***** where I get money tacked on the card. All I want is my 25 cents added to my card to use at my next purchase.Business response
11/10/2023
Hello Ms.****,
According to our records, Ms. **** contacted our Fuel Rewards ****** Services team on Oct 21, 2023.
****** Services advised Ms. **** that as of July 16, 2023,fill-ups must be 10 gallons or more in order to qualify for fill up 4 times in a month and earn $0.25 under the Fuel Rewards Program Terms and Conditions.
After advising Ms.**** of the Fuel Rewards program Terms and *********** ****** Services marked this case as resolved.
If you Ms. **** has any additional questions or concerns,we encourage you her to reach out to ****** Services via email at ************************************** or by calling **************.Customer response
11/10/2023
I am rejecting this response because: It used to be 5 gallons and who lets their tank go to almost empty and would need to fill 4 times in a month from empty to full. This is a complete ripoff to consumers. Needless to say, I just wanted to make my comment made. I will no longer go to any shell station again, they obviously just think of their pocketbook. Thank you BBB.Business response
11/14/2023
Hello Ms.****,
As stated per our last response, the Terms and Conditions of the program changed as of July 2023, and require 10 gallons or more to be a qualifying transaction.
If you Ms. **** has any additional questions or concerns,we encourage you her to reach out to ****** Services via email at ************************************** or by calling **************.BBB Please close this complaint and **** as resolved.
Customer response
11/15/2023
I have reviewed the business response and accept this resolution. I will never go to a Shell again. Thank you BBB.Initial Complaint
10/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for the Fuel Rewards program, lured in by the promise of 25 cents off a future refill of gas if I link my account to it. I did so, never received the discount but didn't even really bother me much. However upon filling up my car, I was not charged at all, no attempts at a charge occurred either. I thought it was weird so I pumped a bit more thinking it just needed to refresh and it would go through since I had the funds available. It never did, so I left the funds in my account and went about my business assuming they'd take them when their system was working properly again. Next thing you know I'm getting texted right and left asking me to pay them the amount in gas I paid plus 60 dollars in addition claiming it was essentially a late fee for not having the available funds. I responded that there was no attempt at all to charge my account so I don't deserve to be billed a fee for an error in their own system. The person would not work with me though and refused to even look into it. Being I was never mailed before being texted I was left to ****** if this was a scam so I requested to be contacted by the mail and not through text anymore and that I do not authorize any amount withdrawn until I'm contacted in the mail like any credible company would do. They went silent and then charged my account in 4 chunks to equal 60 dollars more than I spent on gas. I can prove they never attempted to charge my account with bank statements stretching back beyond the gas fill up to prove my story. I want to resolve this cordially and with decency instead of having to ask my bank to overturn these unauthorized transactions. I told them l would gladly pay them for the gas I bought but no additional charges considering it was their system messing up granted I had the funds in my account and had used the app before so there should've been no issue. Due to this I was short on my car payment so this needs to be solved as soon as possible.Business response
10/09/2023
Please see attached response.Customer response
10/16/2023
I am rejecting this response because: this is the receipts I have from the app, however, my bank was not charged and they have no record at all of an attempted transaction when I reached out. So I should not be charged 2 late fees for your apps glitch. I gladly paid my gas amount but i told your representative that was texting me, not calling or mailing me but texting me, that I do not authorize those late fees and they said they believe I am wrong and that then disregarded my intentions. I'm trying to resolve this amicably, I'm not wanting to go through the long drawn out process to fight over this because I'm sure I'm not the only one that has been charged despite a glitch from your app causing it because I had the funds and sat for days wondering why I wasn't charged yet and then weeks later I get charged finally with 2 30 dollar late charges? That can not be legal.Business response
10/18/2023
As stated in our last response, we request that ****************** provide the contact information associated with his Fuel Rewards account so we can look further into the issues within this Complaint. ****** Services will also need the location of the Shell station and a receipt of the transaction to further review the issues stated in the ****************************** ****** Services does not reach out to Fuel Reward members via text message. ****** Services can only be reached via email and/or phone.
If ****************** is unable to provide his Fuel Rewards account information, we consider this Complaint closed.Initial Complaint
08/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
This App is for discounts on Shell Gasoline. The app gives options for linking other accounts to increase the gasoline discount. After doing so and getting the discounts up to 25 cents a gallon or more the discount either disappears from the app or the discount is not applied at the pump, on multiple occasions. This in my humble opinion is false advertising and or fraud.Customer response
08/30/2023
All of these apps are linked, as pervthe instructions in order to maximize the fuel discount and all of the apps were showing the same 25 cents off whicj zi did not get!Business response
08/31/2023
Please see attached response.Initial Complaint
08/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Since I bought my newest phone I've been getting emails that someone is using My Rewards Account that I started back around 2017. Not exactly sure of the date I activated this account however, every time I went to the Shell station I use located at ***************. and *** Creek Parkway, they told me my account was not valid and when asked for my phone number which was ************ they said no account was associated with that number! Yet now somebody is actually using that number (as seen in the attached documents under ALT ID **********). I have contacted the store and Shell themselves and not only continue to allow this activity but are very rude and interrupt me while I'm talking to them on the phone. I want that account deactivated. I have ceased business with Shell fuel stations for the past 3 years because of their rude employees so why am I being solicited and my personal information being used to the benefit of someone else?Business response
08/28/2023
Please see attached response.Customer response
08/28/2023
I have reviewed the business response and accept this resolution.Initial Complaint
08/18/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The dining rewards program offers you 10 cents off per gallon of gas for every $50.00 you spend at specific restaurants. My account shows that I have ***** and it has not given me any credits for three months even tho I have spent over a hundred dollars in the past three months. The recognize the problem and tell me their working on it. (The same generic letter I get each time I inquire).Business response
08/28/2023
Please see attached response.Initial Complaint
07/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Shell Team, I am writing regarding my experience with Fastlane#** ******************* **** at ****************. Contact# ************. Yesterday I interacted with ************** and purchase 89 cent of cup of ice. I took my my cup to my vehicle to pour water into my cup and I noticed water was overflowing into my console. I went to the Store to ask ************** to let her know I had a whole in cup and wanted to see if I could get another one. She ignore me and responded Who problem was it! in nasty tone. I explained to the situation and she responded that she would have charge me again. I felt concern of her attitude and got the store number. I called the phone number and ask to speak to manager. Then she hung the phone in my face. I wanted to let you the incident happy on July 16, 2023 Sunday Afternoon. I believe this behavior was not called for.Business response
07/26/2023
Please see attachment.Customer response
08/01/2023
I have reviewed the business response and accept this resolution. I am not happy with response and have reported directly to Shell Corporations. No response was provided and lacks accountable to direct the issue to Shell station.
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Customer Complaints Summary
46 total complaints in the last 3 years.
19 complaints closed in the last 12 months.