Shell: Fuel, Charge & More Reviews

by Buyer's Remorse-C

I enjoyed Shell and savings to begin with. However, when I had an issue and needed to contact customer support, I was treated poorly. I had an issue where I had more than one payment linked and my preferred payment was not the default even though I selected it to be. My payment was rejected and I was not notified via email, app, etc. On Shell , nothing appeared out of the ordinary after making the transaction as usual. I didn’t see the issue until I went to fill up again. When I called customer service to get it taken care of and to report the system error I experienced, I was talked to SO disrespectfully. The agent literally raised her voice talked over me. I called again after trying to understand what happened (because at the time it wasn’t clear and she was not trying to help me understand) and when I asked for a manager, she said no. I called back with my bank because there were fees associated (and I was refused a manager). It was the same rude person. I had to ask HER if she would calm down to simply ask my questions. My bank refunded me the fees as a courtesy and I paid the remainder of my part. I deleted Shell and haven’t used Shell since then. this app should be ashamed choosing such unprofessional people to offer customer support. It was a joke and in total a 2 week ordeal. I’m happily with Exxon now.

by Doeslayersr

The this app app is great when it works, absolutely zero support from this app when it does not work.

Keep getting $60 max reached if my wife fills her vehicle one day and I try to fill up the next day. Spent 45 minutes talking with that this app card issuer Citibank only to be told the problem was on Shell side not on the credit card side. Finally got a number to call this app. After 30 minutes on hold I started to explain the problem to the customer service rep named “Sergio” only for Sergio to hang up on me.

this app needs to resolve the problem because I cannot fill my tank on my truck for $60 at todays prices. Will switch to using the Phillips 66 pay by app which does not have such an asinine limitation.

The this app account is always paid in full well before the due date…. I supposedly have a $3,000 monthly limit but I cannot use Shell to active a pump more than once every 2 days and when I do the pump stops at $60?

Citibank which issues the card has no problem with my timely payment full or mycredit score of 830+

this app. - Please have someone explain the stupidity to me… some who does not hang up on customers

by Awfap

I have a this app gas station right down the street from me. I was able to upload Apple Pay and then proceeded to fill up my tank. I chose this method due to Covid. What a surprise I had when I pulled up to the pump. I put the pump number in Shell and it said station wasn’t recognized. I would think a company such as this app would have informed all of their gas stations that Shell is usable. Unfortunately that was not the case. You just lost a customer. I went to Exxon instead and it was so much simpler. I was in and out within a few minutes. Fix your app and/or fix your gas stations and tell your employees that there has to be a way that Shell works for everyone at every single this app station. Extremely disappointed!

by Miracle826

A few weeks ago I went to use Shell conveniently in my car and noticed that I couldn’t use it because my card expired. When I went to update it, it wouldn’t let me. Luckily, I had my card with me so I had to go in the store to purchase my gas. I called customer service and they said they disabled that option because they were currently working on an update. An update just showed on my phone today, so I updated it. Just to find out that I still can’t update the exp date &/or can’t add another personal cc. I called cust. svc. and they said they disabled that option completely and the option to add a personal debit card. Such a bummer!!! I was able to leave my debit card/CC at home and use Shell with no issues. Now I have to carry my debit when I go just to get gas then stand in line and wait for a receipt. I don’t use Apple Pay nor any of the other option cards they have listed on Shell . Why did they removed a perfectly working option that people constantly use?!! Pls bring back the debit card/cc added feature.

by 3Bagger3

I can’t believe She’ll is even allowing Shell to be downloaded. If I were the this app CIO I’d be embarrassed! I downloaded Shell and tried to put my this app card in as a payment option. When the this app app tried to validate the this app card, the process didn’t complete. I called this app customer support. The first attempt, I was transferred to the this app credit department to look into my this app app. I called back and explained I don’t need to look into a credit app, I need help with the phone app. And they transferred me to Exxon (yes, they really did that). I called again and spoke to a supervisor, who also sent me to the credit app department. Called again and I think I got to their app support folks (finally) who said this was a KNOWN ISSUE WITH THEIR PHONE APP!!!! Are you kidding me? They know their app doesn’t work but they still allow people to download it? If I did this at my job, I would be fired (Yes, I lead IT). If I were their CIO, I would be so embarrassed that I would have no choice but to quit! I’m now a Valero Gas customer going forward. How can you trust a company that knowingly frustrates their customers?

by NateP350

App won’t connect to any this app pump I’ve ever tried. I even go the fuel rewards credit card and 5 representatives and nearly an hour later, my account is still not connected to the fuel rewards account. They told me my account was set up wrong. They can’t give me an answer when it will be fixed. 5 representatives just passed the buck because the whole program is a scam to get you to sign up. I was declined at the pump and on the phone with customer service sitting in my car. Ridiculous. Fix the station compatibility. Fix your account connection to fuel rewards. Honor the offer I signed up for. I fully expect none of this will ever happen despite whatever customer service agent that responds to this review wants you to think. They don’t even have an app to pay the credit card. You have to use a web browser. That’s terrible in 2021. So I went to set up autopay. That failed too and wanted me to call customer service! What a disaster…

by TripleG4

As others have mentioned there is no option to link payments to a credit or debit card. This alone makes it useless for me as I do not have, nor do I want, a this app credit. I also do not routinely use ApplePay or PayPal. Security is also an issue. It does not allow you to cut and paste passwords and limits the password you can you to 8 characters. This makes it impossible to use password managers that generate long complex passwords that are impossible to remember.

The ability to link accounts in the cloud and use complex password to aid in keeping those accounts safe from hackers is not an option.

Interestingly, if you can find the website associated with the account it sets up when you activate Shell (they have many websites that you can login to - use fuel rewards) the website will allow you to link other cards. I have not tried this as I am not sure I trust Shell or website developers. It clearly has bugs and the overall strategy is not well thought out. I was really only looking to delete the account set up by Shell .

by Me0H

I set it up and used once and it seemed fine until i opened it for the second time. It erased all my info, did not accept my password, refused to create another account because said I already have one. Tried resetting my password, did it through chrome and next time it did not accept my password. Reset my password again through Shell , then it finally accepted. Then had to pay using apple pay, which was super glitch as I had to try 3-5 times for it to work. Cannot trust Shell again ever. I would just delete it and move on to next gas station only if I did not have to use this station there. Please develop apps using developers, not free interns.

I tried to revisit Shell after some months and oh boy… nothing has changed and somehow it got even worse. So now I decided that I should never visit this app again, and set gas buddy to not recommend this app.

by Mtweed

This is by far the worst app I have ever tried using. I have been trying for days and days to add a payment method. It keeps saying call customer service when trying to add a bank account. When you call the number they are not available, ever. I have tried putting in a credit card it keeps saying maximum number of cards already, which is funny because there are no cards saved. This is a joke. I should have read the recent reviews before I downloaded it. It says a lot when the canned response to all of these reviews is the same thank you for your concern please call customer service… well why would I do that when you never answer? I will be deleting it and going back to the other gas stations.

by NevadaLamb

I downloaded Shell a couple weeks ago. I’m on a road trip with an expired debit card, so have to either pay in cash or Apple Pay. Shell was very alluring since I can pay via AP! First fill up worked like a charm. I then try two other this app stations, one is closed for remodeling. The other ran out of gas. Both stations were cheaper than the competitors, so I humorously go to the most expense this app. Surely they’ll be reliable. Nope! Half the pumps were not working and the working pumps had to be paid for inside with the cashier, who didn’t know how to apply the Fuel Rewards. That was the last straw. 3 strikes you’re out. I filled up just enough to get to the next city, where I then filled up at Circle K with no issue. I’ll be avoiding this app in the future.

by Tabecat3

At first I was very satisfied because my rewards were coming up like they were supposed to and because I doMakes such a big commute to get to work the $.10 a gallon being a gold member every now and then helped a lot. However after two times getting the $.10 a gallon it has stopped and even on Shell I cannot view my activity and see where I’m getting closer or not and how much I’ve put toward getting the $.10 so I’m really disappointed and I’ll be honest I don’t see it any different than just going ahead and going to Walmart. I really hope that you guys fix this because I’m a single mom and I drive 45 minutes just to get to my job. I was actually bragging and referring this app to my family and friends. Now I’m not so sure and if it doesn’t change I will be letting them know.

by Nelsonmnh

Downloaded and tried to add a card. For three days. All I get is “you are unable to add anymore cards at this time.” Anymore? I cannot get one to add. Uninstalled. Waste of time and effort.
Managed to add a card and while the application works it can be brutally slow. At times it takes three attempts to find the this app station you are at. Then the pumps favorite screen words are wait a minute. It has taken me at times in excess of two minutes to start pumping gas. Wow. It is not like I am using an old phone (Xs max),
as well as living in Dallas you think the cellular network is ok. This apps issues have all the marks of an app that was rushed to meet a certain release date. May stop using until some of these issues are addressed.

by Gonzalezle

This can be a 5 star app. It’s a solid app and works well. As a company this app needs to expand app compatibility. Still too many stations don’t support paying from Shell . Additionally I don’t know anybody that enjoys stopping for gas and I am no exception. When I pull up I am usually near empty and Shell always limits me to $50. Audi A6 only takes premium and has a big tank. Comes close to full but not quite. 2021 Yukon has a 28 gal tank and takes premium. Does not top off since $50 gets you about 14 gallons. Very frustrating. I plan my fuel trips based on what vehicle I’m driving and how much fuel I need. If I am low on fuel then I swing by BP. If I’m not too low and I think $50 will cut it I know come to this app.

by MasterChief8717

Shell worked great for a couple months. I liked it so much that I bragged to everyone about it. I then decided to get the this app FuelRewards card. I linked the this app card as the primary pay method and the first few times it worked great! And then all of the sudden while on a road trip it stopped working. Now I get a rejection stating, “Payment Method Exceeded”!!! I have very little balance on the card and don’t have a payment due until next month. I like others called this app card service and was given the run around for almost 45 minutes and then was transferred without notification to Shell customer service which was even worse. I couldn’t barely understand the rep due to poor English and he blamed the card and wanted to transfer me back to where I started. I deleted Shell and reloaded it and still have the same issue! Shell is junk!

by Fabiancito___

I actually genuinely enjoyed Shell at first. Quick payments, quick to work, linked to fuel rewards, and impressed many friends when I initially used it. However, they took off the payment options for credit cards and debit cards and has been a couple of weeks since they took it off with the only option being a this app branded card (typical) and limited paying options like Apple Pay (which doesn’t work) or chase pay specifically (being the only bank option I’ve seen on Shell so far). Then, I read the reviews and I’ve noticed that the this app branded cards aren’t even connecting to Shell . There is also a promise of there being more Payment options in the future with the words “coming soon”, but there is virtually no communication on the updates, a date, or why they took off the payment options. Not even the website on Shell has been updated. Very disappointing and left with a useless app with the only hope of any updated or progression being “coming soon”.

by REVIEW WRITER X

Shell allows you to log in with another ID but then requires you to create a new this app ID to login. This is renders the alternative single sign on pointless. What could have been a better security option becomes a redundant design that collects more private information unnecessarily. Same with Fuel rewards, you need to make a fuel rewards account to get the rebate. Shell is advertised as Shell to ge tthe rebate but you have to make another account with Fuel Rewards which is not this app at all. The only utility Shell provides is to pay for gas remotely with your phone. That’s it. Forget about the $.05 rebate that’s just bait but you need a different account for that.

by L. Jacara Cunningham

I would love to use Shell to avoid skimmers and also speed up my time at the station however it never recognizes a station that I visit. I do get the option to report the station as missing however until today it wouldn’t even provide the coordinates of my location. Made sure I have the updated version of Shell and have been sending to this app. Customer support first kept telling me the station wasn’t Mobile ready but would give me the exact same address that I was at stating that station was ready for app use. Tonight I was told that I needed to have version 1.1.1 and that’s not even avail from Shell Store. I’ll rerate once I’m able to use Shell and this app gets better customer service to handle these issues.

by TNewton01

In NJ (and other states where you can’t pump your own gas). You’ve got to get Shell pulled up (which you hopefully didn’t do while driving into the station) and enter your pump number by the time the attendant gets to your car. Otherwise, you’re sitting there fumbling with your phone while the attendant stares at you. That just creates stress for me. Not to mention that there have been a couple of instances where Shell has logged me out and refused to let me log back in. At least half the time I just hand over my CC and Fuel Rewards card instead.

If they added a 3D Touch shortcut, or a Siri Shortcut that took you straight to Pay at the pump, I think that might help.

by Ajechase74

I enjoy the pay at the pump portion of Shell very much. With so many skimmers on credit card machines, this allows a layer of security from keeping my accounts secure. However, when searching for fuel stations for diesel, which is my primary vehicle, and I try to filter out the non-diesel stations, all of the stations disappear. Looking at my local this app station that I fuel up at, it does not list diesel fuel as available. Can we get this fixed please? I drive for work so knowing where stations are helps out tremendously. Usually I have to rely on a 3rd party app which I shouldn’t have to do.

by Moorer98

I happen to like all the improvements that is made for each version. Would like to see an option for the car wash prompt “yes/no” like other gas apps. I want to spend as little time at the pump as possible. Would like to end up seeing an app that can tell you pull in the station and it just prompts for what pump you are at.

by Shibby_Dude :D

This was always my go-to for gas. I always saved money and it was easier and safer than scanning my physical cards. But during this last update, everything seems to have come crashing. First off, it took me close to a minute to even get Shell past the circle loading screen when I had full service. Second, it took several presses to get to the payment screen. When it got to the payment screen, it kept glitching and then told me it couldn’t work. I tried again, same thing, tried again, same thing.

THEN I tried my fuels reward card. The gas pump wouldn’t even recognize it. So then I used my debit card and didn’t save 5 cents per gallon after I got fed up.

What happened to Shell? It used to work perfectly and now it’s unusable

by NYY4

I have been trying to install Shell for the past 3 weeks. Each time I try to enter a PIN number after the login to Fuel Rewards step, I get an error message telling me to call customer service. I have already tried deleting and reinstalling Shell multiple times. Multiple calls to customer service, including a conversation with a “supervisor,” were met with multiple apologies and promises to email and re-email tech support. Apparently, neither the representatives nor the supervisor can call tech support directly. I still have not heard from tech support and have now given up on this useless app. So disappointing given all of the positive reviews.

by Tswiggett1

You would think that a this app app would allow you to link a this app Fuel Rewards Credit Card to it. You would be wrong. Purposely got a gas card from this app to link to Shell but every time I tried it errors that it cannot link the card. Hours upon hours of being on the phone with them has netted no progress in linking their own credit card to their own app. Epic failure. Not to mention that very few stations accept pay and save. Found only one that it seemed to work at another it said it would but it failed miserably at that one and pump never showed pin entry.

I realize it’s new, but total epic failure not being able to link a this app fuel card to a this app pay app.

by Ed / NASA Retired

Shell worked fine with non-this app branded cards, that had Zero Liability Fraud Protection. Then this app forced everyone to use this app branded cards.

this app branded card are actually just Citibank Master Cards. Citibank/Citi-mortgage is a horrible business entity to do business with. I have decades of experience avoiding any business with Citi.

I only used the this app branded Citicard MasterCard with the this app app and this Mastercard never left my house.

Here is what I received from this app December 17, 2019:

“Based on our review, we have determined that you are responsible for the charges in question.” this app Security Operations.

Wow! No zero fraud liability protection ! this app could have applied any rogue purchases to my this app branded Citibank card. Thank God I closed this this app branded Citibank Master Card account with a zero balance.

I had also received blocks on this this app branded Citibank card 9 out of 10 times that I tried to use this this app app. You end up wasting your lifetime on multiple calls talking with Citibank trying to explain that it is you trying to use the this app app.

by ChrisRyan525

I like concept of Shell and the security of not having to expose my card at the pump terminal because of all the credit card theft that goes on at these terminals. However, every time I try and use Shell my purchase is declined because my bank thinks paying from Shell is fraud. So then I call to approve the transaction and try again and I’m declined again. So I approve the transaction again but Shell says I’ve exceeded the amount of purchase attempts. I wasted a total of 20 min fiddling with Shell when I could have just paid at the pump or inside. You guys need to fix your payment authorization flow or increase the number of attempts to try and pay through Shell .

by Chefmarkt69

I have to say first off when I write a review in Shell . The this app support employees are awesome! But Shell still doesn’t work and a few weeks I entered my debit card information into Shell . Somehow someone was able to obtain it and try and use it. The way I found out was my wife and kids went out to breakfast and when I went to pay my card was declined. So I looked on my bank app and sure enough there was a lock put on my card. I called my bank ASAP and they said there was four charges from this app so the put a hold on it. I explained that I just added my debt info into the this app app. They said delete it immediately and don’t put it back in there. These days who knows how it happens or when.

by SprinklesGirl

The first time I used Shell to pay for gas, it triggered a fraud alert with my bank and they temporarily froze my card for security reasons. I ended up spending much more time on the phone with the bank to verify the transaction & unfreeze my card, than it would’ve taken me to walk into the gas station and pay the cashier.

The other 2 times I tried to use Shell, it couldn’t locate the this app gas station I was at. (Even though one of the stations was right next to a major freeway exit ramp). So Shell was basically useless. Overall, Shell was too user-unfriendly and difficult to use.

by DMJE04

Most apps do nothing but notify you of worthless information. Offer no savings that benefit user just a way to unload junk. Not Shell, the product they offer is one we are stuck having to use. If people would demand they wanted the available resource/technology to power our vehicles and replace oil. Shell gives minimal true savings which is something no other big oil company has ever done. Any person who drives a vehicle or purchases gas for anything used at home is not using this should not complain or so wealthy saving money isn’t a concern to them. If you hear anyone complaining about price of fuel or the true fact few are benefiting and manipulating fuel prices anytime they chose. Sudden overnight increases along with the ridiculous 0.9 added in every gallon has very little to do with the instant increase. If price per barrel drops over night you don’t see stations immediately lowering pump price. That gas was bought at higher price. However over barrel increase you bet local stations quickly increase. Even though gas in hand inventory was purchased at lower price.
So use Shell and take the little benefit along with convenience of savings. It adds up to a lot over time.

by Sai 1997

I have been using Shell for a very long time. Earlier they used to have limited payment options and recently they have incorporated apple pay into Shell . Which I have been asking for a long time. Never had to worry about filling even at the times, when I leave my wallet at my home. Once again thank you this app.

by Ijosito2

Shell is perfect. It is accepted at my local and nearest this app stations. I have forgotten my wallet a few times and needed gas. This thing came in handy. Also saves me from having to take a card out of my wallet when paying for gas increasing the potential for loss or misplacement. Allows me to keep track of my rewards savings. Only thing I would like it to do is that they recognize your a loyal customer by using Shell and the rewards program and not make you pay credit card price for gas. That’s pretty stupid. My opinion of course but for someone that only gets this app V - Nitro Premium, every penny saved helps. But I like over all.