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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My points are gone! What the heck Telus!!! I’ve been saving for years!!! My rates have never gone down for TV, Phone and internet, been loyal for years and the ONE perk I had you basically steal from me???? Went on to look at redeeming today as I was saving for a larger item and gone. You need to make this right Telus! Seriously Upset!! What sort of company does this without informing their customers!!!!!!!!
TELUS_SupportOfficial Support Team
All customers were notified before in advance of the expiry. We'll send you a private message to discuss further.
Putting notification in small print on page 4 of an invoice is not notification! That’s called shady buisness . Oddly enough if Telus wanted me to donate points for homeless phones, LGBQ issues etc you have no issue canvassing for my points and notifying me that you want my points.
Let’s not fail to mention that in Dec when this little tiny notification at the bottom of page 4 , that NO ONE would ever read, may be unreadable by someone traveling over the holidays where internet access does not exists. Feel badly for those laying I. Hospitals beds as well.
I think one of your advertised animals could have done better notifying valuable customers then Telus has! Let’s face it!!! This was an unethical greedy cash grab by another big company.
Do not patronize me with “ you were notified”
NO I WASN’T or I had spent my points!!!!
Fix this I’m out about $450.00
Like others, I was surprised/astonished to see that hundreds of TELUS Reward points have been removed from my account. In my view, a small notice at the bottom/end of my bill advising of this confiscation of points isn't adequate notice. I would expect these points to be reinstated as soon as reasonably possible. Your timely response is appreciated and expected.
- TELUS_Support
We'll send you a private message to discuss further.
I have also lost at least 120 points and would like a bill credit. I find it unacceptable to expect people to read fine print on digital bills.
- TELUS_Support
We always encourage our customers to read their bills. We'll respond to your private message now.
I read my bills as far as how much I owe. I don't study it like it's the bar exam!
Hello. Could someone please PM me. I lost quite a bit of points as well. Thanks.
Yesterday, I called to change the email on my Telus Rewards account. They said it'll take 12-24 hours, but I can still redeem my points before they expire. Lost all my points instead.
Hi TELUS_Support, I sent you a private message re: this topic. Thank you very much for your time and consideration.
Thanks for starting this thread. I also had a surprise when checking my account in early February and finding out that over 450 points had disappeared. The points count had moved off the main online page so it took some time to notice the change. I contacted Loyalty to review my services and was told "no worries, we can submit a request to our rewards team to have it refunded accordingly". I tried recently to get an update as I'd also had some service issues and could't get a points update. This looks to be the only place getting a response.
Interesting because Telus has repeatedly said that they can't refund the points.
I learned from a fellow Telus alumnus that our Telus Rewards Points were not retained. It's really a disservice to include this information in statements when we're encouraged not to get them delivered any longer.
Why was there no notice on the Telus Rewards web page to indicate the change?
Why was there not an email informing customers of the change?
Can't say I feel like a @member if that's how we're rewarded for our loyalty to the program and to Telus.
- TELUS_Support
All customers were notified via bill messaging before the end of 2024, and only points accumulated before the end of 2023 were expired. The rest will remain, and the plan will continue as it has. We'll send you a private message to discuss further.
If the plan is continuing then why were the points removed. Also, the bill messaging notification declaration is weak since the notice was in very small print on the last page of the bill.
jackrabbit000 I would mark your post as a solution had it not for I have not had the opportunity for several months to exercise that option since "accept as solution" button is not available to me.
Check out this thread that’s already started.
As others have mentioned I noticed that a number of my TELUS rewards points have gone missing. Yes I've also read that there is expiration date however when using paperless billing there is no notification on the email that states you have points that will be expiring. Quite honestly the only time I go & look at the bill online is when it's more than I expected. So TELUS here's a thought how about returning my expired points & in the future why not add to billing email a little FYI that there are reward points about to expire....
Thanks to the TELUS support team for reaching out to me & working out an acceptable resolution to the issue.
- TELUS_Support
Our pleasure. Appreciate your understanding on this!!
- TELUS_Support
Hello, we'll send you a private message to discuss further.
I understand that all Telus reward points prior to 2024 have been removed. I would like request that lost points be restored has any one had successfully done this and what was the process.
- TELUS_Support
Hello, we can send you a private message to discuss this further!
