• Report: #490865

Complaint Review: Shell Oil - Fleet Card by Citibank

  • Submitted: Sun, September 06, 2009
  • Updated: Sat, October 17, 2009

  • Reported By: More Disgusted Daily — Salem Oregon USA
Shell Oil - Fleet Card by Citibank
shellfleetcard.accountonline.com Sioux Falls, South Dakota United States of America

Shell Oil - Fleet Card by Citibank - ShellFleetCard - Accountonline - Shell Processing Center - Shell.Com Questionable Web Site Functioning - Is It Meant to Jack Interest Rates? Sioux Falls, South Dakota

*Consumer Comment: Citi closing thousands of Shell credit card accounts

* : The Aftermath...

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Accountonline.Com (by Citibank)

I am writing to determine if anyone else has been experiencing suspicious non-functioning of this payment website.  I had a similar problem with it not working a year or so ago and I was fairly sure I used the correct password, but wasn't positive.

Over the past 8-9 months it has worked flawlessly and there was no problem signing in.  But again this evening, it's not accepting my password.  It gives the message that EITHER the password is invalid, OR someone else is already logged into the account.  It is designed not to tell you which.  Over the past 6 hours (beginning Saturday night, the 5th), I have tried to log in using the last working current password, as well as the previously used password, in excess of 100 attempts.  At one point it looked like it would finally log in, but then crapped out and went back to the reject screen.

The last time this happened, it was also on a long weekend, when no one would be available until the next Tuesday, just like this weekend, as Monday is Labor Day.  Calling the toll-free number is useless for assistance.  The only real option they offer you is to make an automated payment by phone from your bank account - like many other places - except for an excessive fee to do so.

The problem is - the payment wouldn't be processed until Tuesday the 8th, while the due date is today - Sunday the 6th.  Citibank ALSO charges you $14.95 to make this payment by phone with your checking account...That's right - $14.95.  And in the event their system suddenly begins to let you log in AFTER you've paid them this blood money, they specifically tell you that it is non-revocable if you elect to pay by that method - which most others accept for free.

Of course, if you wait until Tuesday, they will jack your rate up for not paying on time, so they'll snag you one way or kill you on excessive interest the other way - all the while promising that their online access is 24/7/365 - when obviously it's not.  Instead, the entire online payment process has been carefully crafted to extract even more money from you, leave you in a bind on long weekends with absolutely no support, and ultimately to jack you to the maximum rate for the next year.  I can't imagine I'm the sole person going through this frustration, but I'm just about done wasting time and money on Citibank's manipulative little mind games.  At this point, I will be paying the fleet card down to zero, then cut them up into SHARP little shards and send them all back with a note where they can put them.

Has anyone else run into this problem with their accountonline.com?  If so, please say so.  The way the system is set up is to make you doubt whether it's them doing it intentionally, or if you may have made an error in entry.  Over 100 attempts tells me it's no error in entry, but most probably, an attempt to make a little more coin this month, or jack up my rate.  These guys are absolute masters at manipulation.

Other websites will at least send you your password if you wish to confirm you're using the right one - not them.  Other companies will accept an automated phone payment at no or very low charge.  $14.95 is exhorbitant - and they know it.  The high phone payment fee is designed to get you to wait until the next business day to seek help - at which point you're stuck with your new higher rate.  So BEWARE.  On a weekend like this one, if your payment due date is today - you will likely be hit with BOTH a jacked rate and the excessive phone payment fee even if you pay today (Sunday).

Accountonline.Com is used for 12 or 14 branded credit cards all serviced by Citibank.  If so, I'd be interested in hearing if you're running into the same "sometimes it works" (usually during the week and when live customer service is available) and "other times they burn you" treatment (usually on a weekend when there is no one available, leaving you no recourse or remedy).   

This report was posted on Ripoff Report on 09/06/2009 05:33 AM and is a permanent record located here: http://www.ripoffreport.com/r/Shell-Oil-Fleet-Card-by-Citibank/Sioux-Falls-South-Dakota-57117/Shell-Oil-Fleet-Card-by-Citibank-ShellFleetCard-Accountonline-Shell-Processing-Ce-490865. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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#1 Consumer Comment

Citi closing thousands of Shell credit card accounts

AUTHOR: Toby - (U.S.A.)

This week, Citi Cards closed thousands of Shell Mastercard accounts, many in good standing, using the excuse of "something from your Equifax report" as a reason for closing your account.  Many people found out about these account closings the hard way, when they tried to use their Shell Mastercards for Shell gasoline or other purchases, only to have their cards declined, despite having available credit on them.  I was one of those victims.
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The Aftermath...

AUTHOR: More Disgusted Daily - (USA)

Tuesday, 9-8-09:

I went back to the website and attempted to log in with the exact same user name and password and I've been using for months.  I got right in with no problem, despite the over 100 attempts to do so since Saturday using the exact same user ID and password.

I then called the customer service number listed on the website and they claim to have no knowledge of any problems over the weekend, and to hear the "Customer Service" Rep tell it, they never hear of any problems.  Of course, listening between the lines, what she was actually saying is that if there are any problems - as a CSR, she wouldn't hear of them anyway.  She gave some lame excuse about the site locking you out after three attempts.  I used the same ID and password on attempts 1 and 3.  They'll never admit it was their problem and their fault.  The CSR went into my account and noted that I made a payment by phone (at $14.95) "on the 7th", to which I corrected her and again repeated the payment was actually made on the 6th, and that I had been trying to access the account since the 5th.

She also noted there was indeed a $21.91 late fee, but assured me it would not affect my card rate (we'll see about that down the road), then graciously reversed the late fee, but of course, not the $14.95 check payment by phone fee.  She uttered something about it saving me $7.00...but both fees would have applied if I hadn't called - so I have no clue how she's saving me $7.00 when I'm still liable for the $14.95.  She thanked me and hoped I would continue using Citibank's services.

I'm sure the bank and all their employees wish all suckers do that, in order to keep their jobs.  I guess Citibank was just low on cash and looking to drum up more free money.  If they had a million accounts due over the weekend, they stand to make at LEAST another $15 million for nothing, and up to $36 million with late fees. Nice scam if you can work it right.  Despite the clear date due on their statements, and the assurances (which she repeated on this call) that their website payment service is open 24 hours a day, 7 days a week, year-round, I will now assure you this is the second time within 18 months that this has happened, which is quite enough to trigger a rate increase on your account.

Net Result?  A $14.95 fee for their payment service.  I keep saying it's time to dump this account and Citibank altogether.  It's just time to implement that change.  Gas is cheaper elsewhere anyway and 23% is a rip to begin with.  (As mentioned, I had this EXACT same problem last year, which is when they jacked my rate.)  Next stop...the state Consumer Protection office to see about some much stronger disclosures on this Citibank website.

DO NOT RELY on this website to make your payments.  Always make sure that you attempt payment AT LEAST 3 days prior to the stated due date, and at least 2 days BEFORE a weekend so you have the chance to call and speak to an actual person not if, but WHEN problems arise.  This is nothing but a free money game to these jokers.  Not only do they get taxpayer bailout money whenever they cry for it...But when they need an extra boost - all they have to do is disable their website and they make multi-millions overnight and blame it on a "computer glitch beyond their control" - or as in this case - blame it all on you!  It would be great to see half their "customers" default and the other half cut up and turn in their credit cards. Or better - throw them in a drawer and just never use them again so they have to keep sending statements at their expense.

-More Disgusted Daily-

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