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 lost over 400 points. I did call telus and received a 100 credit on my bill. I’m not satisfied. I want them returned. I wrote to Darren Entwhistle and have not received a response.
TELUS_SupportOfficial Support Team
Hello. We can send you a private message to discuss further.
Hi, Cna you please send me a private message, I lost over 100's in points
I've been a Telus customer since it's beginning , and we have all our services with Telus. We get our bill online, and it's auto paid, if the amount doesn't change we don't look at our bill, and haven't for many months. This past week I went to check on my points thinking I'd cash some in, and was surprised to see I only have 41, last I checked a few months ago it was over 300. This is a totally devious ploy on Telus's part to cancel loyal customer's points without first making sure they are aware. I would expect a lot better, and in previous years it was a lot better. If there's anyone on here who actually cares about customer service and how to keep customers happy, please reply, I'm totally annoyed with the entire scenario. Thanks.
I just want to say Thanks to the Telus support team for contacting me, we came to a satisfactory agreement. The support staff aren't the ones who made the decision to change the rewards program, but are the ones who have to deal with the fallout when something goes sideways. Thanks, you've made me a satisfied customer again. Oldbones.
- TELUS_Support
We appreciate you! Thanks for your understanding.
- TELUS_Support
We can send you a private message to discuss further, thanks.
I’ve just found out that Telus has essentially stolen over 400 points that I have been saving with no notice to anyone who isn’t isn’t using a magnifying glass to examine the fine print on my digital bill. This is completely unacceptable and a real low point to treat your longstanding customers with such little regard. You’ve lost my loyalty and my trust!
Telus please contact me as just found out about this and find it completely unacceptable!
Telus please contact me, as just found out about this and it is completely unacceptable!
- TELUS_Support
Hi there, if you require assistance, send us a private message and we'll get someone to assist.
Thanks Dalyha. TELUS first offered $100.00 credit to our account for 400+ stolen points. Not good enough I replied. TELUS came back with an offer of $400 + for the stolen points to be credited on our account. Fair enough. Still very unhappy with how the points were taken. 20+ years customer, will look at other carrier options as services renew. Shouldn't have to be a battle to stay loyal.
Wow. We have been told repeatedly that points can't be put back (which is garbage - they can take them away then they can put them back)
so when's that going to happen got a PM to verify and then all I hear is crickets
- TELUS_Support
We've replied to your private message, thanks.
I never received any notification that Rewards were being cancelled, it’s definitely not very ethical to cancel points that people earned and then take them back.
- TELUS_Support
All customers were notified via bill messaging. We'll send you a private message to look in to your account to see what we can do.
So TELUS just stole 450 points from me. Basically told me you snooze you loose. More or less flipping TELUS customers the bird. Time to renew my services elsewhere. Cell phone renews next month. Hello Rogers good bye TELUS, you suck!
- TELUS_Support
Hello. All customers were notified of the point expiry in advance of it happening. We can send you a private message to discuss further, be on the look out for it.
Call Telus' customer service line and request a callback. Tell them you want a bill credit for the points that you lost. Other customers have been successful at receiving bill credits equal to the number of points lost ($100 bill credit per 100 points), but you have to call in and be persistent!
I've mentioned that twice but no one reads previous replies they just post.
I'm missing $300-$400 worth of points, this is ridiculous. I have been saving them for years and this is the first time I have logged into use them. I have been a loyal Telus customer for probably 30 years. Force everyone to paperless billing and prepayments and then scamming everyone loyal like this is unacceptable. Give me my points back or give me a credit
I totally agree I was saving the up and I was on my account at the beginning of January there wasn't even a note on my point account page it's like they where hoping people wouldnt notice
- TELUS_Support
Hello. We'll send you a private message to discuss further.
