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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I cannot believe after years of loyalty Telus thinks it's ok to expire my points. Shame on you Telus, you could have tried a lot harder to make your customers aware of this. Make this right.
Please tell us, Telus, how exactly does taking people's reward points away without proper notice or warning "enhance the overall experience"? Are you suggesting that their lost reward points are going to be compensated for in the future? How do we know that Telus isn't going to pull the same ploy to take away reward points down the road? Your company doesn't seem to get the concept of "trust", which it seems many of your customers have lost. Please let us all know how you plan to win back that trust.
Telus should have been using multiple formats with significance more advance notice ( email, advertisements etc) to bring people's awareness to this expiry. They snuck it in somewhere that know many people wouldn't see and took advantage of their own loyal customers. It is disgusting. I expect telus to make this right.
TELUS_SupportOfficial Support Team
We hear you and understand your concern about your Rewards points. We're making updates to our TELUS Rewards program to enhance the overall experience in the new year. The expiration of points is a necessary step to introduce the new features and benefits we're developing.
This is BS you could have transfer current points to the new setup. Between my 2 accounts I am out hundreds of points.
I have a question for Telus support team - is there any way whatsoever to recover at least a portion of the expired points that 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 for years has been a sole provider for all my tv/internet/phone needs.
Me as well. And I want ALL of my points applied.
Considering I've been a customer since Telus started.
- TELUS_Support
Hello PG2 we'll send you a private message to discuss further.
Hello Telus Support,
Could someone on your team email me also? I mirror PG2's sentiments above and am deeply disappointed to have lost over 200 points as a paperless billing customer with no email of warning..
Is a bill credit possible as the reward catalogue was hit heavy in the rush to redeem? I have also been a loyal Telus customer for all my services for more than two decades. Thanks
It's sooooo unbelievably unfair on Telus part, outrageous is an understatement, I heard people want to present this on national TV. I lost around $200 worth of points as I was stupid enough to be persuaded by Telus to switch to paperless statements and pre-authorized payments. Had I not done it I'd have had a chance to see the points expiration message (still not so sure as it was concealed in a fine print at the bottom of the page). With a paperless statements I don't even bother to log to my telus account as long as the monthly charges are the same. The cancellation of earned points is significant enough to warrant notifying all "valuable" customers, as Telus call us, in a more pronounced and visible way. But when it comes to inflating their profits even more, they bombard me with their emails trying to hook me up to their security system...I was even inclined to do that, but now, after what they did with my points.....forget it!!! Question arises - what happened to my expired points, who used them up and for what ?
Yeah they encourage paperless statements and pre-authorized payments because it's more convenient. More convenient for them to pull this kind of ****.
That is super shady from Telus - I expect better. I had no idea about this notification, and ended up losing over 340 points. I complained and they ended up giving me a $100 credit to my bill, but that doesn't come close to what I lost in points. Brutal Telus - be better.
I had a bit of an odd time trying to cash in my points a couple of days ago. I only had about 23 points that had been accumulated before the December 31st - 2023 cut off date so I was hoping to use them all before they expired. The only 2 options I was interested in getting was either a bill credit from Telus or a gift card from Amazon but when I checked Thursday night neither option was still available. I spent a few minutes checking out all the other options but none of them seemed very attractive to me. After a few minutes I checked again and now the $25 Telus bill credit was available again so I ordered it quickly before it disappeared again. I guess there might have been a last minute rush of customers trying to cash in their points before they were taken away. By the way - when did it start taking 29 points to get a $25 Telus bill credit. Back in late 2023 I used 50 points to get a $50 credit but now that same credit needs 58 points. Oh well - kind of hard to complain too much since we get these points simply by paying our Telus bills. 👍
So I just noticed I lost a lot of reward points and coming here just made me realized that all my points are expired? I was saving up my points and now I just lost 80% of my rewards points. I'm so disappointed and upset about this. I will admit that I rarely read the bill and relies solely on the emails about how much I owe in bill payment but you could've at least add a message to the bottom of that email to tell me the points would expire.
I'm really at a lost right now.
Let me add that I read the bill on the Telus app quite often and I don't remember that bill stating the rewards were expiring otherwise I would've redeemed.
- TELUS_Support
Hello! Notification was sent to all TELUS Rewards account holders via bill messaging before the end of the year. We always encourage everyone to read their bills every month.
I didn't see the notice on the December bill about expiring rewards.
Telus resolved the issue quickly and to my satisfaction.
- TELUS_Support
Hi Darren_P - all our communications are on the full bill but we will send you a private message to help
I just checked my rewards. I seem to be missing about one hundred reward points. It's not midnight!
Call Telus, be firm and explain how mad you as well as all other Telus customers are mad and make it clear you had absolutely no notification with how you pay your bills and demand something to be done! I'm in the process of having my points or something done as I lost 253 pts! I even told the girl this is a slimy move on Telus's behalf. (TALK WITH LOYALTY)
What is problematic with finding out as well at the very last minute is that you can only redeem your awards once in a certain time period. So on January 29th when I found this out, I figured no problem, I will redeem my rewards for a store where I regularly frequent like Home Depot. One can only redeem one e-gift card per 24 hour period. So now I find myself searching around to buy different cards with my large accumulation of points. What a waste of my time and energy. Brutal! It is bad enough that I have to call every three months or so to barter with a customer service representative to broker a better deal on my contract. If you are offering services for a lower price like high Pure Fibre whatever gig, as I have been recently being texted as a promotion for a lower price than I already pay for what I have, it should not be a 30 minute phone call to apply these savings to my existing contract and a lot of vague semantics over the phone. With the huge variety of streaming services and other options for people to get content, a lot of people are going to throw their hands up in the air with Telus after being loyal customers for decades. Do better Telus!
