ED Magedson – Founder
Shell Oil - Fleet Card by Citibankshellfleetcard.accountonline.com Sioux Falls, South Dakota United States of America
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.
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