The Telus Rewards Program is a complete joke! Last year, I was told by a representative that my points would never expire. Today, I found out that my points are less than a quarter of what they were. After searching my account and emails, I called Telus, only to be told that my points expired on January 30, 2025. They claimed an email was sent on Dec. 11, 2024, notifying me, but I never received it. The agent said "some people may not have received it."
How can they expect customers to know about changes if we're not notified? I’m in multiple rewards programs, and in most cases, the expiration dates are clear upfront, or at least in the program's terms. But with Telus, there’s no transparency. The agent told me my current points have no expiration but promised an email when they do. Given that many customers, including me, didn’t receive the last notification, how can I trust that?
The agent said customer satisfaction is Telus’ #1 priority, yet they couldn’t reinstate my rewards. If customer satisfaction really mattered, they would ensure customers get proper notice, especially through the My Telus App, which many people use. One email that might not have even reached customers is not enough. They could’ve used multiple methods to notify us, but it seems they were trying to minimize liability by letting points expire unnoticed. It’s frustrating, especially considering they send plenty of emails for other things, like signing petitions that benefit them.
I have no faith in this company anymore. I'm beyond unsatisfied. DO BETTER, Telus!
