Forum Discussion
Telus Reward Point Expiry
I just found out from a friend of mine who still receives monthly paper bills that, according to the fine print at the bottom of his bill, Telus Reward points earned before December 31, 2023 are going to expire at the end of this month, January 2025! How would people know this? Who reads the tiny fine print at the bottom of their paper phone bill, if they even receive one? I didn't believe that Telus would do such a thing to their customers without making sure that their customers were informed of this change through letters, emails, online posts, large notices on their website, etc., so I went online to download a copy of my last bill (I don't get paper bills so I never look at the entire thing), and sure enough, In teeny tiny fine print at the bottom of my 4-page bill, it says:
"As of January 30, 2025, points accumulated up to December 31, 2023 will no longer be retained. Points earned in 2024 will not be impacted.
1. WHY has there not been an email informing customers of this and why is there nothing on the Telus Rewards web page to indicate that points are expiring?
2. WHY would reward points expire? No other rewards program I know of does this to their customers as long as the account is kept active.
My prediction is that, unless a major information campaign is started on this change, Telus will have many upset customers losing their Reward Points.
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Thanks Dalyha. TELUS first offered $100.00 credit to our account for 400+ stolen points. Not good enough I replied. TELUS came back with an offer of $400 + for the stolen points to be credited on our account. Fair enough. Still very unhappy with how the points were taken. 20+ years customer, will look at other carrier options as services renew. Shouldn't have to be a battle to stay loyal.
Wow. We have been told repeatedly that points can't be put back (which is garbage - they can take them away then they can put them back)
so when's that going to happen got a PM to verify and then all I hear is crickets
TELUS_SupportOfficial Support Team
We've replied to your private message, thanks.
I never received any notification that Rewards were being cancelled, it’s definitely not very ethical to cancel points that people earned and then take them back.
- TELUS_Support
All customers were notified via bill messaging. We'll send you a private message to look in to your account to see what we can do.
So TELUS just stole 450 points from me. Basically told me you snooze you loose. More or less flipping TELUS customers the bird. Time to renew my services elsewhere. Cell phone renews next month. Hello Rogers good bye TELUS, you suck!
- TELUS_Support
Hello. All customers were notified of the point expiry in advance of it happening. We can send you a private message to discuss further, be on the look out for it.
Call Telus' customer service line and request a callback. Tell them you want a bill credit for the points that you lost. Other customers have been successful at receiving bill credits equal to the number of points lost ($100 bill credit per 100 points), but you have to call in and be persistent!
I've mentioned that twice but no one reads previous replies they just post.
I'm missing $300-$400 worth of points, this is ridiculous. I have been saving them for years and this is the first time I have logged into use them. I have been a loyal Telus customer for probably 30 years. Force everyone to paperless billing and prepayments and then scamming everyone loyal like this is unacceptable. Give me my points back or give me a credit
I totally agree I was saving the up and I was on my account at the beginning of January there wasn't even a note on my point account page it's like they where hoping people wouldnt notice
- TELUS_Support
Hello. We'll send you a private message to discuss further.
Telus is hiding behind the small print hidden on the bottom of a December bill - all within their rights - but the fact remains they have screwed over their long time customers - most of which still don't know their points were STOLEN. Letters to the local paper in your city is required - let's bring this to the attention of ALL TELUS Customers!
I keep track of my Telus rewards points as I have been saving them.
December 2024 bill showed 217.59 points.
2025 bills no longer show points earned so I went to MyTelus to check my points progress.I am shocked to see only 38.86 points
It should be 223.843 points.
I am missing 184.983 pointsOn my bill, I am able to read the amount due and rewards earned without my glasses.
Using fine print to announce reward point deletions was a scummy move, Telus.
Changes and announcements absolutely SHOULD NEVER be in fine print.
And this? "We always encourage everyone to read their bills, including any important notes we may include from time to time" is a trite, vapid and insulting comment. Telus, you need to make it right for the customers who have complained. I doubt there are many of us compared to the thousands of Customers who don't care about points or rewards.
To resolve my issue I want all 223.843 points made available for my use and I will use them promptly. I won't be able to get what I was originally saving for but I will spend them on my second choices.
Thank you for your time, V. C.
Thank you to the Telus support team. I didn't get the points but an account credit and I am happy with the resolution.
To quote user Oldbones, "The support staff aren't the ones who made the decision to change the rewards program, but are the ones who have to deal with the fallout when something goes sideways."
Cheer V.C.
BRAVO!!
- TELUS_Support
Hello. Expired points cannot be placed back into accounts, but we can definitely check to see what we can do for you. We'll send you a private message to discuss further.
- Okay sounds good
Could somebody from Telus support team help me? I just found out that my 153.10 reward points (showing on Dec.18, 2024 bill) had been removed from my reward account. I am deeply disappointed to have lost over 150 points as a paperless billing customer with no email or message of warning. Is possible that my expired points can be applied against my upcoming Telus bill, it would help a lot with my present financial squeeze, and restore some faith and trust in Telus which has been a sole provider for all my tv/internet/phone needs for more than 20 years.
Your help and understanding are much appreciated.
Thanks.
- TELUS_Support
Hello. We'll send you a private message to discuss further, thanks.
I learned of this underhanded move about the "telus rewards" on a FB group and sure enough I saw I'd lost points too.
I started a chat about this and got call back pretty much right away. (It's a miracle!)I lost 271 points, he tried giving my 50 cent credit for each, I told him it should be a dollar each. He put me on hold and came back and gave me the $271 credit.He said I get reward notifications by email, when I told him I don't he checked and verified I'm not getting them and added me to the 'email list'.I can only imagine how many customers are losing hundreds of dollars of points and not knowing it. Seems pretty sleazy TELUS!
Telus is not the same company my wife and I (and my dad) worked for for over 35 years. BCTel didn't treat customers like this!Why are they not crediting everyone equally? It should be dollar per point. I was told I had 191 points but that they would only credit me $150.00. Others have posted about credits that were even less. Very poor customer service!!
I too miss the good old BCTel days.
That's great that you were able to get all your points refunded as a bill credit. It definitely pays to be persistent. Telus should be doing this for all customers who had reward points suddenly disappear without warning.
I just logged into my rewards account and noticed 100+ in missing points. I have been saving these to receive 2 gift cards. In my view - these loyalty rewards were essentially stolen. There is no record of them being removed or redeemed and no one contacted me about the status of these points. I would love for someone from the Telus Official Support team to reach out to me on this. It is a completely unacceptable business practice.
- TELUS_Support
We can send you a private message for sure, be on the lookout.
This is crazy! I had hundreds of points saved up and was planning to make a larger purchase. You took the points without proper notification—unbelievable!
