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 goin...
Telus is trying to "foster a better customer experience" by taking people's "reward" points away without proper warning or explanation? I can't wait to to see what customers have to say about this experience. Yes we are certainly getting fostered alright.
1. Why is there no notice whatsoever about points expiring on the "Rewards" Points page?
2. Why is there no breakdown of "reward" points earned before December 31, 2023 so people know how much "reward" points they need to redeem before they are lost?
3. Is Telus prepared for the onslaught of calls from angry customers who have discovered that their "Reward" Points have disappeared at the end of January without proper notice or explanation? Not to mention the resulting media attention?
It's not too late to reverse or at least postpone this extremely poor decision and provide Telus customers and shareholders with proper notice of these changes. It's a basic part of the customer service that we pay for and deserve.
TELUS_Support
Official Support Team
Official Support TeamWe've notified clients via messaging on their bills as already stated. You can check out the Activity tab in the Rewards dashboard to view your earning/spending activity at any time. There actually isn't a charge for the Rewards program, so you're not paying for anything other than your services as per usual.
Extremely poor optics on this Telus. We have been struggling with renewal for two days, endless waits and poor customer service. With all the time on hold and perusing our billing history, we discovered your sneaky cancellation of reward points. Thirty days notice for a one time, fine print, last page notification of this cancellation, for us our renewal will be with your competitor. In addition, my business account (35 years with telus - ballpark a million dollars spent) will be renewed under a great deal more harsh scrutiny. Still mulling over whether or not to sell Telus shares, good dividend, pretty suspect business practices though!
I've been with Telus since they started. In fact I was with Edmonton Telephones first. I'm so angry.
February 1, 2025. I just learned of the loss of my points. I spoke to a Telus agent who was able to let me use the lost points for a bill credit. Neither he nor I could find any text or email record of Telus advising me of this change besides the small print at the bottom of my December 2024 bill. At the top of the bill is a record of the points I have earned but no indication that the points had to be redeemed by January 30,2025, and not even a mention that I should review carefully the small print at the bottom of the ball. If this is the policy of Telus it should have been properly announced and there should have been clear instructions at the top of the bill. I do appreciate the help of the agent but I am disappointed that Telus made this change in the first place and in the second place did not provide proper notice.
This seems very "convenient" for TELUS and not for customers. As usual, existing customers fall by the wayside in terms of communication. An email to customers with a subject line like "Important Information Regarding Your TELUS Rewards" would have been the type of communication expected in this situation. Instead, I found this out via a community Facebook group on January 27th!! I managed to snag a $100 bill credit, but apparently still have about 350 points that will expire in a few days and every time I try to redeem for one of the few gift cards available (max I can find is $50 denomination; all the $100 ones are sold out), it says "You are temporarily unable to redeem this item. You may please try again later." If I lose my points, I'll be switching providers for my phone, cable and internet ASAP!
That's the other issue with the rewards. Half the time the stupid rewards aren't available. And half the time their website doesn't work!
Good to hear that you were able to at least get a bill credit. Keep trying! If you are unable to redeem the balance of your points before they expire, I would phone and demand that Telus gives you bill credits for them.
After two hours on the phone, I was finally able to redeem my points for gift cards before they expire. Very mixed messaging... first I was told one gift card per 24 hours, which meant I was not going to be able to redeem them all. When I asked where it said that, he said actually it's five gift cards per month, which still meant I wouldn't be able to redeem them all with only $50 cards left available, but he still couldn't tell me where it says that. When transferred to an "expert", same thing. He did tell me that my points probably wouldn't expire tomorrow since I've been having issues. When I asked for that in writing, he emailed me a copy of a notice saying expiry will now be February 28, 2025 FOR THOSE WHO RECEIVE PAPER BILLS due to the postal strike. I don't receive paper bills!! He said he reported my issue (unable to redeem online or in app) and someone would get back to me tomorrow. I said NO WAY! He had to redeem them for me and send email confirmations. Extremely frustrating but glad I managed to cash them in! Oh, and it's one type of gift card per 24 hours, i.e. one store.
We are paying for customer service as part of our contracts, which we are not receiving when we are not properly notified of changes to our accounts. It's better to get rid of this "rewards" program entirely than to lure customers to sign up with and renew with Telus Services using incentives such as the "rewards" program and then suddenly and without warning withdraw those incentives. Or, just as bad, to reduce the value of those incentives... a $50 bill credit that used to cost 50 points is now 58 points?? This leaves such a bad taste in consumers' and shareholders' mouths. Similar to the practice of locking customers into contracts but still raising prices on them in the middle of such contracts. It's very sadly what we've all come to expect and put up with as consumers.
