We recommend identifying the status of the unknown charge with your card issuer or bank app. What do you see?
For Pending/Hold charge status:
Please be advised that the financial institution that issues the customer's card requires a credit check (“hold or pend”) be made prior to authorizing a purchase.
Once the purchase is complete, the hold/pend amount should be replaced on your bank/card account by the correct amount. Your bank/card issuer normally releases your funds within a certain number of days depending on their hold policy. Unfortunately, Shell is unable to assist with this matter. If you have not received the amount within the stipulated timeline, please contact your bank/card issuer and raise a dispute with them.
For Completed/Successful charge status:
If you see an incorrect charge on your account with a status of “Completed” or “Successful,” we advise you to contact your card issuer/bank to file a dispute. Unfortunately, Shell is unable to assist with these completed transactions, and only the card issuer/bank will be able to raise a dispute.