Shell should take a closer look at the…
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 My automatic payment was withdrawn on May 22, 2026, yet my account was sent to collections for non-payment.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.