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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What happened to the Reward Program? I logged in and I do not see any selections the points I have accumulated for so many years. I have redeemed the points.
TELUS_SupportOfficial Support Team
Hello! On January 30, all Rewards points that were accumulated before the end of 2023 were expired. All other points earned from 2024 onwards remain. Please feel free to send us a private message if there's anything about this that you'd like to discuss!
So I recently logged on to do a rewards redemption - I had been saving to get my kids the Xbox Ultimate bundle thing. Anyway what it is isn't as important as the fact that I'm missing all my rewards points and the portal appears to be gone / offline. I don't think I was told that my points were going away - This is just not very cool at all.
Anyone have any relevant and good information?
- TELUS_Support
Hello. It is true that the Rewards site is temporarily unavailable until early May as we revamp the catalogue and program itself. As for your expired points, we'll send you a private message to discuss further. Check your Inbox.
Check out this thread:
https://forum.telus.com/t5/My-Home-Account/Telus-Reward-Point-Expiry/m-p/162486
I called them and they gave me my lost rewards points in the form of a bill credit. They can’t or won’t reinstate them.
Telus Rewards online info:
https://forum.telus.com/t5/My-Home-Account/What-happened-to-Telus-rewards/m-p/168201
On January I had 85.15 rewards points left. I received my bill yesterday and noticed that the Telus Rewards are no longer on the bill on the top right hand corner. I logged into my account today and noticed that I only had 33.55 points left. Telus removed 55.31 points off of my account. How do I get these points back or a credit on my account? So many problem with billing with Telus every other month. Really considering cancelling when my contract expires this year. Can't deal with this anymore.
I've been a loyal Telus customer for 31 years. I just found out today that all the hundreds of points that I had saved up are now supposed to be gone! Where is the customer loyalty!!! Please tell me how Telus is planning to compensate me for this!
- You might try calling Telus stating your case, request a dollar credit towards your next bill , it's worth your while.
Thank you for the suggestion. It's appreciated.
Very disappointed in the way this has been handled. There was no notification Nor was there any communication received regarding Telus rewards points expiring, I log into my account To finally proceed and use just to see all my points have pretty much been stripped away From there, I have to rely on Google to tell me what’s happening with the provider that I’ve been with for more years and I can remember.
email received 3/13/25
As a valued TELUS Rewards member, we want you to know that we have made updates to our program Terms and Conditions. These changes will take effect on May 1, 2025.
One of the key changes is that your points will now be worth even more: each 1 point you’ve earned will now be equivalent to 1,000 points in the new system.
This change will not affect the overall value of your rewards; it simply gives you more flexibility in how you can earn and redeem your points. We encourage you to review the updated terms carefully to discover all the exciting new benefits.
You can review the updated TELUS Rewards Terms and Conditions which can be found here.
Your continued use of the TELUS Rewards program is your agreement to these updated Terms and Conditions.
Thank you for being a valued TELUS customer.
Best,
The TELUS Rewards teamActually this has been discussed and your December bill had small print telling you use them or lose them.
- Sent from my iPad
I called and requested that they honour the rewards that I lost as a bill credit. They were quick to set it up and was worth the call — maybe 20 mins total of my time but totally worth it.
- Thanks, I will give it a try.
Its obvious Telus realized they had a serious Reward Points Liability Issue, didn't phase Telus, many long term customers with 500 plus points just got shafted !!! Telus has never missed billing me for more than 40 years with the many services they provide to me, Land Line/Cell Phones/Optic TV/ Security camera ect. The monthly bill is well over $500 per month. Do I need to say any more !!!
We needed to scrape up the $19.1 million salary that we pay to our CEO somehow (yes - $19.1 million - look it up!), why not take it from our long term customers' rewards accounts? Hopefully they won't notice.
- It's the way they went about it that really bothers me, your right, it takes mega dollars to build a fortress in Sechelt.
I lost over 600 points with no realistic notification, I am so frustrated with Telus.
I have been a loyal customer for 20 years! The first time I redeemed was around Christmas for a gift for myself. It was only for a $25 gift card. The rest of my points were untouched! My bills are on autopay. This is very upsetting. I am really hoping something can be done for a customer of 20 years.... Not good business Telus.
I only found out about this from a Facebook "Rant and Rave" page and discovered that I've lost just over $300 in rewards.
As time goes on, more and more customers are going to find our about this and, like me, be absolutely livid!
Get ready to lose a customer who spends over $500 every month, all to steal $300.
Who do you think you are, Telus, Canada MAGA?
The timing of Telus' extremely poor decision to penalize their loyal long term customers by taking their reward points away without proper notice couldn't come at a worse time... when Canadians are being economically attacked from outside out borders, a Canadian corporation does this to Canadian customers? Horrible. And to this day there is still no mention of reward point expiry on their website, no emails, no letters to customers explaining the decision to take points away from people who in some cases have been saving them for years. They still act like no mistake was ever made and insist that a tiny message at the bottom of one paper bill (which many people don't even receive) one month before the expiration date was enough notice.
I'm glad you were able to get a bill credit for your lost points after a while on the phone with them, but I feel bad for the people who haven't even realized that they have lost their reward points. It's time to look for a communications company that actually knows how to communicate and doesn't treat their loyal long term customers like this.
