Call from Telus loyalty program? Potential spam?

Hi NolanK ,

Great job at detecting a possible suspicious call. Due to "phone number spoofing" there is no way to confirm confidently who is on the other line. Although loyalty may reach out to you like this, its best to proceed with caution.

When a real loyalty agent (or any TELUS agent) calls you, we will require your PIN, and or ask additional security question such as your address depending on the account change, or what information the customer is requesting.

Best Solution

Call TELUS at *611 from your TELUS cellphone or home phone. Once you speak to an agent, let them know you missed a call from Loyalty. Provide the agent with your PIN and or answer some security questions. Then request the agent to look at the notes/memos on your account to see if there was any outbound calls made today. If the answer is no, we know the call you received was not genuine. If there is a note, then ask the agent try and contact that agent (using our internal agent-to-agent chat, or via email). If no response, then ask to be transferred you to the loyalty department for more context for the reason of the call.

Alternative Solution (without calling *611 - proceed with caution still) 

Alternatively...if you do pickup the call from someone claiming to be TELUS, you can ask for them to send you a text message to your phone number stating their first name or something else. On your phone, you will receive a text message from a phone number 5 numbers long (often times its "83585"). These short numbers are much harder to spoof, and therefor gives you more confidences as to who you are speaking with. I personally suggest the first solution.

I hope that helps! Keep up the great work with using caution when receiving calls 🙂