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 call Telus and got my points as a bill credit
Did you call Telus loyalty
- Not yet. When I have a spare hour or more to wait on hold I intend to…
Did you call Telus loyalty?
I'm definitely calling. I'm in a meeting this afternoon but I will call asap.
We all need to go back to paper bills so they can’t pull this on us again as it is pretty hard to read on a phone
I just discovered this myself and I did NOT know about it. This is so unacceptable. I get my bill online and I look at the total. For such a huge change they should have sent emails about it. They are cowards because they knew if they buried it in the bill at the bottom no one would notice and then there would be no outcry about it. Until of course they go to redeem points and then it's too late. Such crappy customer service.
I just logged in and lost $140 worth of rewards. I’m so choked at Telus as a corporation. They are nearly impossible to work with. I’m going to cancel all my plans right away. Beyond ridiculous. Hey Telus, 18 year Telus user and you’re losing 3 cell phones, 2x homes of internet and tv and security at my company for yanking my $140. Smart thinking.
I share your pain. I see my points disappearing in front of my eyes at 1130pm that day when I tried to redeem the points. I messaged Telus and final got them to call me to discuss but it turned out they are just repeating the message the points are gone and they are not doing anything for me.
What's the point of adding salt on me wound by initiating a phone call if you are not planning to do anything different.
I have been a long term telus customer but this is the first time I am also looking to switch. Ridiculous.
I'm switching too. Ridiculous.
TELUS_SupportOfficial Support Team
Hello! We'll send you a private message to discuss further.
- TELUS_Support
Hey, Chad. We'll send you a private message to discuss further. Thanks.
As per my comments above, it is beyond ridiculous that I have had to make multiple phone calls in the last three months to get the terms and service that we as loyal customers should be entitled to.
The runaround that I got on the phone yesterday when Telus phoned me is brutal. In summary, I was able to spend about 200 of my Reward points on products but not without a lot of frustrations, terms and limits as to how I could use them. I managed to get a $100 bill credit yesterday which is a far cry from the hundreds of points that I lost during this fiasco. Having Telus at my home (internet, TV and phone) and again at my condo (all three services with Internet and TV with a third party subcontracted party through Telus I am also fed up. We have more options today as to how we consume content an other options for internet despite the big three monopolizing what is available.
Call who every you want Telus but everyone knows that you do not have a consistent approach for your customer base and will lose customers. We are considering going to another provider after over 20 years of loyalty.
Yeah im kinda lost on this too. I just decided to look at my points a few days ago and they are gone. Years worth of collecting gone... I don't receive paper copies of my bill. Could there really not have been a better way to get in contact with customers and let them know of this happening???
- As I mentioned above when I saw that my points had disappeared I called Telus The agent offered to give me a bill credit of $50 for each 58 points I had lost.
It is awesome that you managed to be successful. I had a phone call from Telus yesterday at an inconvenient time when I was at work where they wanted me to have other members of my family switch over to Telus Mobility for what seemed to be a reasonable deal but they opened up the conversation with are you happy with your services, and at that time I mentioned the loss of my Rewards points as being a source of frustration. Their response was to refer me to home services, and after waiting on hold for a call they made to me, I communicated my displeasure and was promptly told that all customers were informed (in a very discreet way might I add) that the Rewards were to expire and there was nothing he could do to compensate me for the 600 ish points that I had lost. At that time I indicated what I am growing tired of having to call Telus every three months or so to negotiate with them for what they should be offering their loyal customers anyways. It is only after being bombarded with texts and phone calls from Telus about their deals on Pure Fibre internet at a much lower rate that I had signed a contract for that I was able to get my monthly bill lower. After becoming impatient with who I was talking to he finally decided that he could give me $100 off my next bill for being a loyal customer which still does not compensate me for the other points that I had lost. I did upon finding out that the Rewards were expiring days before this was supposed to happen, managed to log on and spend about 200 points but not without a lot of frustration finding some products had been sold out, or there were restrictions on how many points you could redeem on a single product in a certain time frame.
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_Support
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. 👍
