TELUS Rewards Not Being Credited to my Account

[starchoice]

So it seems that I have TELUS Rewards available on two accounts, my home account and my security account. I haven't been collecting as long on my security account because I was previously with ADT and at one point, I received notification from TELUS (I assume as a result of the merger) about joining/activating the program. I did this back in 2023 but I had no reason to check activity on my rewards account until recently (and for good reason). So on the rewards page, I can toggle between accounts and my rewards have been showing up on the home account. I was surprised to see that my security account only has 5 points dating back from 2023. This was the credit for activation. This is quite odd because my security bill, every month, shows that I have been earning 5 points but they were never credited to my account so where did they go?

I opened up a ticket with Telus (please pray for me) and they are indicating 7-10 business days for a response. So not only have my points not been credited for well over a year but also, the question remains why those points have not been credited, especially since the monthly billing acknowledged my earned amount.

I am wondering of anyone else has run into this issue.

[TELUS_Support]

We can check in with our Rewards team, but they'll want your account info. We'll send you a private message to discuss further!

[starchoice]

@TELUS_Support, I have responded to your private message with my account number and ticket number. I hope that this can be resolved prior to your upcoming points expiry deadline. I have already been waiting since January 13th when I called Telus.

[TELUS_Support]

Got it, thanks.

[starchoice]

I am responding here because it looks like my private messages are now being blocked for some reason, saying I am at my limit when I have not even sent any today.

Thank you for your private message response today. I am not quite sure that I am understanding all of what you are saying. I am attaching a photo from my August bill as reference. If you look at the top of the bill on the right where it states TELUS Rewards, you will see that it states:

"You've earned 5.00 points as of August 10, 2024."

I have received this message on my bills every month since September 2023. The issue has really nothing to do with tiers or regular cadence of monthly points. It has to do with two issues:

1. I was not awarded the 5 monthly points from the time period since September 2023 which equates to a missing 85 points just based on the 5 points per month stated on each and every bill and 
2. why my account has not been credited all those months and continues not to be credited.

[TELUS_Support]

That's the standard message, it's a running balance of earning activity. In this case, just the 5 points. If that particular account had been earning regularly, it'd go up. It'd next next say 'you've earned 10 points as of ____' and then 'you've earned 15 points as of ____' and so on.