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.

[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!

[BobArthur]

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. 👍

[kevhall26]

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.

[PG2]

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 ?

[fraochmuir]

Yeah they encourage paperless statements and pre-authorized payments because it's more convenient. More convenient for them to pull this kind of ****. 

[PG2]

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. 

[TELUS_Support]

Hello @PG2 we'll send you a private message to discuss further.

[fraochmuir]

Me as well. And I want ALL of my points applied. 

[fraochmuir]

Considering I've been a customer since Telus started. 

[doug1212]

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???

[burnabyguy]

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.

[DandJ]

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. 

[ChadH]

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. 

[TELUS_Support]

Hey, Chad. We'll send you a private message to discuss further. Thanks.

[DandJ]

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.

[fraochmuir]

I'm switching too. Ridiculous.