TELUS Rewards page not loading

[xray]

When I try to access the rewards page from a browser this is all I get:

URL: https://www.telus.com/my-rewards/dashboard/eban/[*****************]

It works when accessing from the My TELUS app and I'm able to select a reward to redeem but then I get this:

I've waited and tried later several times now with no luck.

[A-B]

Our Rewards team is definitely aware of the feedback, including from this thread directly as it's been flagged to them as part of their investigation. As for compensation, I'm not entirely sure that's an option at this point considering this is a program that offers free items and rewards for simply paying your monthly bill (something that clients who are subscribed to basically any product do already). Very sorry to hear that due to temporarily not being able to access said free rewards is enough to make one consider leaving a provider, but I've shared this feedback to our team as well.

[JimBab]

It's not actually a rewards program at all if I, as you say, I 'simply pay my monthly bill' and receive rewards points but then I have no way to actually redeem said rewards. The temporarily not being able to access the rewards program page and redeem rewards has been going on for weeks - literally. By no measurement of standards should that be acceptable by Telus. As such, I have now had to additionally spend my own money to purchase what should have been a reward redeemed as it was for a special occasion dinner and so I, as a customer, did not have the time to wait any further for Telus to provide any meaningful updates, of which thus far there have been none outside of continued assurances that the issues is being looked into. So, yes, with no resolution in sight and zero customer service on the behalf of Teles in the sense of being contacted to discuss or resolve the issue, it is enough for me to consider leaving and finding a new provider. If Telus does in fact value my past 9 years of being a customer and would like for that to continue then you can feel free to reach out to me directly within the next week to discuss and find a resolution, whether that be by successfully reinstating access to the rewards program or satisfactory compensation otherwise to help offset the time and money spent, and overall inconvenience.

[A-B]

As mentioned numerous times, it's not 'acceptable' by us. Our team is actively working on resolving the issue, including pushing a release overnight again to hopefully fix everything. In terms of buying something, I'm not sure I understand. Did you redeem a reward for a restaurant before and it didn't work when attempting to redeem it? 

[JimBab]

To clarify: I wanted to redeem rewards for specific restaurant and for a designated occasion, but because the Rewards program has been unavailable to me for weeks now, I finally just had to pay out of pocket to go to to this restaurant for the occasion.

I am not looking for or suggesting for Telus to reimburse that money spent, but, and also 'as mentioned numerous times', it sure would be nice and appreciated to have someone from Telus take some initiative and provide some direct customer support, and possibly some gesture of compensation, as big or small that might be, to help offset the inconvenience, time spent, etc - see my most recent previous post. Past that there is no more time or energy that I am willing to put into a back and forth posting on a community forum thread and so will leave it there. 

[A-B]

Our Rewards team is very much aware of the issue and working on replicating it and pushing site releases to resolve it for everyone (as it's only happening to a small number of users). One workaround we've seen is to go to your main MyTELUS page, scroll down below the 'View Bill' link and find the link that says 'Go to your Rewards account' and try that...it seems to work for some. Otherwise, our team will have it resolved as quickly as possible.

[JimBab]

Thanks, I do appreciate this suggestion and the spirit of trying to help - I mean that very literally. However, this solution has been suggested already previously in this thread, and I already indicated previously in this thread that it has been tried (both before and after suggested here) and does not resolve the issue. 

The  summary statement I am essentially hearing from Telus then is that you will continue to try to resolve the issue and that there is no plan to follow up with myself, or any others, to provide direct customer service and to try and directly resolve the issue. 

[A-B]

I can always gather your account info to forward off to our Rewards team if you wish. I'll send you a private message.

[mgflynn]

Clearly it is acceptable because it has been months, yet the problem persists.

[fraochmuir]

And it's June and still happening. So completely acceptable after all. 

[TELUS_Support]

There are multiple denominations of Amazon gift cards currently available ranging from $25 to $100, as well as the annual Prime membership for 99 pts (though it's currently sold out unfortunately - we'll get more!)

As to the unsubstantiated claims that issues you may be experiencing with the site are "by design" or that we're "too chicken" to admit something, I'm not too sure about that. You mentioned that you're having issues accessing the account. When you do have said issues, what specific message screen are you seeing?

[fraochmuir]

Well, I'm sure that they are because they haven't fixed anything. You may not be sure but I am. Multiple reports of issues and all we hear is that they are fixing it. 

First, all I got was the land acknowledgment page. Then I could get in and the only rewards were the $5, 10, $15 in the Amazon e-gift card category. All sold out except the $5 one. I was told that they would be getting new ones any day now. Then I was getting the spinning wheel. Finally could get in  and in the Amazon gift card category was still the same with only the $5 gift card available. Then today I find out that I can't get any Amazon gift cards in a higher denomination since I'm not a Telus Rewards Plus tier. Which doesn't make any sense since how am I supposed to redeem these points? This also sounds like a scam to stop people from redeeming them. There is nothing in the FAQ about only being able to redeem a certain denomination of rewards or type of rewards. 

[xray]

Just letting everyone know that something must have been done as I have been able to access the rewards page lately from the app and the browser. For a while it wasn't accessable from either and then only from the app but it seems to be working on both now for me. The problem must be account related or at least condition related as others obviously are still having issues.

Hopefully a universal fix is coming soon.

[Toototabon]

Still doesn't work for me. Will not get past this page.

[NW2261]

Same problem as me.

I have no faith in it ever getting fixed.

[A-B]

Very much appreciate your patience...our team is working on it as we speak!

[mgflynn]

Are they really? I have seen no evidence of this.

[fraochmuir]

They aren't. 

[fraochmuir]

I was able to get in yesterday (but the only Amazon gift card that was available was the $5 one and the highest denomination was $15 which was out of stock. How does an e-gift card go out of stock? And why is the amount so low? And there was no Prime one either) but now I'm getting the same screen as Toototabon (which is also what I was getting before) 

[A-B]

We often see the most popular items get depleted all the time, but they'll be back in stock soon as our team closely monitors stock levels and replenishes as necessary.

[fraochmuir]

Soon never happened did it? 

[A-B]

More examples were given to our Rewards team yesterday, and they're actively investigating and working on a fix!