Telus Reward Point Expiry

CALL THEM! I just got off the phone with Telus about my 130ish missing points. All cust service could offer was $50 credit so they put me over to loyalty. I explained that I received zero notice as I only view my bills on the app and do not download the bills which it seems is the only place they disclosed what they were about to do. The tiny print at the bottom of a bill is not reasonable even if I downloaded them. It didn’t take much convincing and the gave me a $150 credit on my bill. I am content with that but do wish they never did that in the first place. 

I was shocked at losing around 130ish reward points. I just called Telus today and they gave me a $150 credit. I was ready to leave Telus if they weren’t going to compensate me for the loss. They had to redirect me to loyalty as the most customer service could do was $50. I explained to loyalty that I received zero notice since I use the app to view bills and never download them. I also said, nicely, that it was a dirty move to pull that off. It didn’t take much convincing as I’m sure many complaints were made.  I’m content with the outcome. Call them!

Well, just signed into my account and noticed that about $140 worth of points were missing.  This is so disappointing.

We receive notification that our Telus bills are ready, so to speak, via a monthly email and then it is paid automatically via the credit card.  The bill total in the email is ALWAYS the same so there is absolutley no reason to go to the website and download a bill.  Why would I if it never changes month to month to month to month.

The emails that were received had NO NOTIFICATION or mention that the rewards program was changing.  It wouldn't be that hard to include one line in the email.  Just one line.  The amount of money that this will save Telus is, for a lack of a better word, unbelievable.  Years of saving gone in milliseconds.  It is unfortunate that a mega company like Telus thinks that message at the end of a bill in 7 point font size is a good way of communicating.  This also does not make the experience better.  So, in the end I'll admit that I didn't see the message as I stated above, but Telus really could have done better.  Thanks.

I just finished with Telus. I am supposed to get a dollar credit per point on my next bill.

FYI, only Ontario has any consumer protection against this sleazy business practice and it is not very strong.

What is the typical response people are getting?  After the third agent and over 3hrs on the phone I got a $150 credit for a loss of about 250 points. Better than nothing but still disappointing. There sure could have been a better way of informing us long time customers that the points were expiring.  Maybe going back to paper billing is a answer.

I just went through all my bills and have not been able to find any notice of points expiring. I had accumulated 176 due to not ever being able to buy anything due to sold out inventory, now I’m down to 41 points.

This is not acceptable customer service and as soon as possible will be taking my business elsewhere.

Telus pushes paperless billing and then sneaks an important message at the bottom of a bill. When the bill amount is the same every month I just pay with online banking. I am disgusted with Telus. I lost 275 points and it makes me feel customer device does not mean anything to them. I am a ex Telus employee and I find myself having to defend Telus quite regularly as people complain. My days of doing that are over. 

The Telus Rewards Program is a complete joke! Last year, I was told by a representative that my points would never expire. Today, I found out that my points are less than a quarter of what they were. After searching my account and emails, I called Telus, only to be told that my points expired on January 30, 2025. They claimed an email was sent on Dec. 11, 2024, notifying me, but I never received it. The agent said "some people may not have received it."

How can they expect customers to know about changes if we're not notified? I’m in multiple rewards programs, and in most cases, the expiration dates are clear upfront, or at least in the program's terms. But with Telus, there’s no transparency. The agent told me my current points have no expiration but promised an email when they do. Given that many customers, including me, didn’t receive the last notification, how can I trust that?

The agent said customer satisfaction is Telus’ #1 priority, yet they couldn’t reinstate my rewards. If customer satisfaction really mattered, they would ensure customers get proper notice, especially through the My Telus App, which many people use. One email that might not have even reached customers is not enough. They could’ve used multiple methods to notify us, but it seems they were trying to minimize liability by letting points expire unnoticed. It’s frustrating, especially considering they send plenty of emails for other things, like signing petitions that benefit them.

I have no faith in this company anymore. I'm beyond unsatisfied. DO BETTER, Telus!

I just logged into my telus rewards account after reviewing it last in December and over 80% of my points are gone! I went in to the rewards account in December and redeemed a gift card but the other gift cards i wanted were not in stock so i waited until now to go back in and i am well under 100 points now! I can't even get 1 of the gift cards i wanted to buy! I've been a telus customer for over 10 years and i've been saving up my points. I am extremely disappointed. I heard the points expire after a while but if it's not sent as a direct message and you don't go over your bill with a magnifying glass how are you supposed to know! Better communciation is needed. 

I would like Telus to make this right! 

I hate calling and sitting on the phone for hours for the lost points that I didn't know about till now. This betrayal and the total ignore I got when I emailed about technical support is making me wonder about having loyalty to this company. I've been with Telus for about 10 years now. It might be time to consider switching.