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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Nobody seems to be able to get a straight answer out of Telus regarding points. One customer service trick I've learned over the years when calling a customer service line... always select the "French" language option... this will direct you to an agent in Canada (at least it used to) who speaks English as well as French, and they are far more knowledgeable and helpful than the outsourced, overseas call center that you reach by calling the regular customer service line.
I think it is disgraceful what TELUS is doing.
First, they announce a major change to the rewards program, putting telus customers at risk of losing their points. Then close to the cutoff date, the systemis "down for maintenance" so customer cant redeem their points even IF they are aware.
This is shady business practice at best. With the system not accessible, TELUS should NOT BE ABLE to cancel reward point on member accounts !!
I'm cancelling as well when my contract is up in August. I've been a customer since the 1990's, before the merger with AGT and BC Tel. Besides their customer service issues, Telus prices have gone way up and like you say there are just too many other options out there.
Not only that, they also took away ALL of the decent gift cards you can redeem AND changed the “price” of them too. $25 gift cards now cost 29 points instead of 25 points like they should. The “loyalty rewards” program is on of the 2 reasons i am switching to Rogers/Shaw when my contract is up in June. Its no longer about loyalty, just money.
Just noticed that as well! What little “value” the program held, is now even more diluted. They should stop pretending and just do away with it entirely! Once any cancellation fees can be offset by a credit from a new provider, we will be terminating as well. With an internet provider, smart TV’s and direct streaming services, no one needs the middleman anymore, anyways.
I have lost all my rewards points that I have been accumulated for years. I had no idea it expires. Can any help to retrieve them?
right?! i had no idea either! like why would they even expire, how is that ok, and i lost 70 points that i was saving! i dont even know what to spend my 57 remaining points on as i have not redeemed anything yet, i heard the gift cards can take months! any suggestions on how to use these points before the program ends?
Just got off the phone with Telus. They must be reading from a script. First, the representative accuses me of not paying my bills on time - false. He tells me that he has a communiqué stating that all points expire at the end of the month. When I brought his attention to the exact wording from my December bill, he didn't care and told me that all points will be gone as of the end of the month. He told me that the earning rate is five points per month regardless of the bill amount. When I told him that I was not receiving five points per month, he told me that I didn't have access to that information. This representative had no reasoning or comprehension skills. Speaking with him was an exercise in exasperation. I just used up the balance of my points to be done with this fiasco. There must be a rush now since lots of items are out-of-stock.
You can't be bothered to answer the questions so you just ignore customer's serious issues and label them as as "spam". OK, I think we all understand now.
TELUS_SupportOfficial Support Team
Nobody is accusing anyone of anything, we're simply stating our rules. We encourage you to familiarize yourself with our Community House Rules: https://forum.telus.com/t5/Neighbourhood/TELUS-Community-and-Social-Media-House-Rules/ta-p/116293
Thanks.
I have seen the notice on the bill. What's interesting is that there is no mention of expiry for current and future points (from January 2024 onwards). Going forward, how long are points good for?
Until the change the rules again and post a disclaimer on an invoice that no one looks at with a magnifying glass
Who knows, it's probably a good idea to "spend 'em while you have 'em".
They deleted the posting I made on the "Mobility Products and Services" page and pasted it on this page, I'm assuming to prevent it from being seen. Spread the word! ✊
- TELUS_Support
We like to keep things tidy around here, so posts may be moved to relevant locations to avoid duplicate threads, etc. Instead of spamming multiple posts with the same thing, we often recommend keeping discussion in one thread so as to avoid confusion and make it easier for users to see things. Thanks.
The only place I saw this information was in fine print at the bottom of the PDF version of my December 10, 2024 Home Services bill. It is not on my Mobility bill, nor is it on the webpage versions of the Home Services bill. I'll paste a photo of it below. I would never have known about this either unless my friend, who reads every word of fine print on every document, pointed it out to me. Confirmed as per the above replies from the Telus people.
I just looked my January 10, 2025 Home Services bill however and it does not appear at the bottom of that one! Does this mean that Telus has reversed the decision, or did they decide that enough notice was given on just the December statement?
Well, considering I just noticed a big chunk of points was removed my by points, I doubt that they have changed their mind.
I had NO IDEA that points earned before December 31 2023 would expire. I have an electronic bill and I just check my app and pay. I don't check the fine print on e notices (I guess now based on Telus's business practices now, I guess I should). Some more overt notice would have been nice.
They can establish the rules for this service the way they like, but they need to let us all know what is going on... otherwise it looks like a slick move.
This is driving me crazy - exactly where on your bill did you find this information ???? I've checked the last 3 e-mails from Telus showing my bill amounts and there's nothing there, I've checked my last 3 bills on the Telus website and can't see anything there and I even checked all my updated service agreements from the last 3 months and don't see anything about the Telus rewards going away. I'm not doubting you at all but I would like to see exactly where Telus put ( hid ? ) this information.
It's way at the bottom of the second page.
After learning of this I had to search for it. It was among some other paragraphs at the bottom of my December 2024 PDF bill.
"TELUS Rewards Historical Points Update
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. Visit www.telus.com/rewards to redeem before January 30, 2025."This whole thing smacks of the tricks AirMiles tried to pull a few years ago.
I still receive paper bills and check the last 6 months and there is nothing on there that references the rewards expiring. I only found out from this thread that Dalyha started.
I love reading the comments from Telus "We always encourage everyone to read their bills, including any important notes" who READS the fine print anymore? Sure glad I found out otherwise I'd be emailing/phone them from my Roger Shaw account
If it's such an important note why is it note on the webpage where you log-in? Or at the top of the bill?
I'm just loving the responses from Telus. "We always encourage everyone to read their bills, including any important notes" Who READS the fine print nowadays? I'm sure glad I found out about this else I would have to e-mail or call them from my new Rogers/Shaw accounts!
Just a reminder to everyone that Telus Reward points earned before December 31, 2023 are going to expire at the end of this month, January 2025. You wouldn't have known about this unless you read the fine print at the bottom of your last Telus home services bill (paper or pdf versions).
"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."
What happens to the reward points that people have collected prior to December 31, 2023 and are saving toward something? Are they going to be compensated with bill credits?
No idea if points were 2023 or 2024, I spent them anyway. Thanks fo rthis reminder
You can check your rewards history on your myTelus account.
