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.
307 Replies
Replies have been turned off for this discussion
I just went through all my bills and have not been able to find any notice of points expiring. I had accumulated 176 due to not ever being able to buy anything due to sold out inventory, now I’m down to 41 points.
This is not acceptable customer service and as soon as possible will be taking my business elsewhere.
TELUS_SupportOfficial Support Team
Hey Dex5 we'll send you a private message to discuss further, thanks.
I also just logged in my account to see my points gone! I would have used them if I knew there were expiring, super disappointing, Telus can you please message me too, I would really like my points back or a credit equivalent on my bill please
Telus pushes paperless billing and then sneaks an important message at the bottom of a bill. When the bill amount is the same every month I just pay with online banking. I am disgusted with Telus. I lost 275 points and it makes me feel customer device does not mean anything to them. I am a ex Telus employee and I find myself having to defend Telus quite regularly as people complain. My days of doing that are over.
The Telus Rewards Program is a complete joke! Last year, I was told by a representative that my points would never expire. Today, I found out that my points are less than a quarter of what they were. After searching my account and emails, I called Telus, only to be told that my points expired on January 30, 2025. They claimed an email was sent on Dec. 11, 2024, notifying me, but I never received it. The agent said "some people may not have received it."
How can they expect customers to know about changes if we're not notified? I’m in multiple rewards programs, and in most cases, the expiration dates are clear upfront, or at least in the program's terms. But with Telus, there’s no transparency. The agent told me my current points have no expiration but promised an email when they do. Given that many customers, including me, didn’t receive the last notification, how can I trust that?
The agent said customer satisfaction is Telus’ #1 priority, yet they couldn’t reinstate my rewards. If customer satisfaction really mattered, they would ensure customers get proper notice, especially through the My Telus App, which many people use. One email that might not have even reached customers is not enough. They could’ve used multiple methods to notify us, but it seems they were trying to minimize liability by letting points expire unnoticed. It’s frustrating, especially considering they send plenty of emails for other things, like signing petitions that benefit them.
I have no faith in this company anymore. I'm beyond unsatisfied. DO BETTER, Telus!
- TELUS_Support
There was a targeted bill message sent out in December advising of the point expiry. We can send you a private message to discuss further.
That’s BS, I slowly accumulated these points, I was going to buy the GC I was saving up to for, and BOOM you increased the point redemption value on it. So I had to wait a bit longer, waiting to get that $100 GC. Then you sneakily take away the points!! 🤮 business ethics. So disappointed. I was .6 or so away from it. Take my 41 points you left me with me, I don’t care about your points program anymore.
I just logged into my telus rewards account after reviewing it last in December and over 80% of my points are gone! I went in to the rewards account in December and redeemed a gift card but the other gift cards i wanted were not in stock so i waited until now to go back in and i am well under 100 points now! I can't even get 1 of the gift cards i wanted to buy! I've been a telus customer for over 10 years and i've been saving up my points. I am extremely disappointed. I heard the points expire after a while but if it's not sent as a direct message and you don't go over your bill with a magnifying glass how are you supposed to know! Better communciation is needed.
I would like Telus to make this right!
- TELUS_Support
You are correct in that all points accumulated before the end of 2023 were expired at the end of last month. We can take a look to see what we can do. We'll send you a private message to discuss further.
I hate calling and sitting on the phone for hours for the lost points that I didn't know about till now. This betrayal and the total ignore I got when I emailed about technical support is making me wonder about having loyalty to this company. I've been with Telus for about 10 years now. It might be time to consider switching.
- It is best to request a call back
Sent from my iPhone
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_Support
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.
