Telus Reward Points are Expiring End of January 2025?

[Dalyha]

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.

[Dalyha]

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.

[FrustratedEdson]

I spent hours trying to cash them out and got nothing but error messages. Then when I came back today to try again, already gone. Solid customer service as usual. Creating a new experience is one thing, but taking away the old without solid communication is ridiculous. At the very least the unused points should have been applied as credits on their bills. Not just *poof* gone. 

[Dalyha]

Don't give in. Some people have had success redeeming their points by calling in to Telus' telephone line: 1-888-811-2323 . Don't give up until you speak to someone in charge and demand that they give you bill credits for your stolen points. If they won't, please don't reward Telus with any more of your business. They shouldn't get away with this kind of outright theft from their own customers.

What a horrible customer service experience. It's a swindle. Like sneaking into your kids' room to steal money out of their piggybanks. 

And they even have the nerve to still be advertising today things like "Refer your friends and family to TELUS and earn up to 250 points" on their website. As if those points are even worth anything and as if I would ever refer anybody!

[Dalyha]

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?

[Rocky3]

No idea if points were 2023 or 2024, I spent them anyway. Thanks fo rthis reminder

[jackrabbit000]

You can check your rewards history on your myTelus account.  

[Dalyha]

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_Support]

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.

[starchoice]

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.

[Dalyha]

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.

[DandJ]

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!

[Tyler07]

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) 

[Darren_P]

I just checked my rewards. I seem to be missing about one hundred reward points. It's not midnight!