Telus Reward Point Expiry

[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.

[Zxccbn83]

And isn’t it nice that I just got 2 emails about how I’ve posted online. But they couldn’t send information in a format to actually make the consumers aware that this was happening?  

[Quaale]

And I had to just renew my internet contract and they where going to give me a higher price then a new customer and where like oh well if you leave and come back you wouldn't get the loyalties rewards anymore and what loyalties reward to pay more then a new customer that isn't a reward

[MayH]

As a valued Telus Rewards member, I received an email from Telus just four hours ago about upcoming changes—'We want you to know that we have made updates to our program Terms and Conditions. These changes will take effect on May 1, 2025.' However, when I checked my account balance, I was shocked to find that I had lost nearly 200 reward points that I had accumulated over the years.

What’s most frustrating is that Telus never sent any email or reminder about the reward points expiring. This lack of transparency and poor customer communication is completely unacceptable. As a long-time customer, I expected better. 

Hi, Telus Support Team:  I have a quick question—Is there any way to recover at least a portion of my expired points and apply them toward my upcoming Telus bill? I’d really appreciate any assistance you can provide. Thanks in advance for your help!

[donmoroz]

To Telus Support Team , Account number [Admin edit: removed personal info] I had over 450 points and as noted by others I have electronic bill and autopay so no way would have seen this announcement , it should have bene sent out as a direct email or Text .. I have been a TELUS support forever.

I want at least these removed points re-instated as credit for bill payment for the next two billing cycles.

[SunDog]

I only found out about this from a Facebook "Rant and Rave" page and discovered that I've lost just over $300 in rewards.

As time goes on, more and more customers are going to find our about this and, like me, be absolutely livid!

Get ready to lose a customer who spends over $500 every month, all to steal $300.

Who do you think you are, Telus, Canada MAGA?

[Dalyha]

The timing of Telus' extremely poor decision to penalize their loyal long term customers by taking their reward points away without proper notice couldn't come at a worse time... when Canadians are being economically attacked from outside out borders, a Canadian corporation does this to Canadian customers? Horrible.  And to this day there is still no mention of reward point expiry on their website, no emails, no letters to customers explaining the decision to take points away from people who in some cases have been saving them for years. They still act like no mistake was ever made and insist that a tiny message at the bottom of one paper bill (which many people don't even receive) one month before the expiration date was enough notice.

I'm glad you were able to get a bill credit for your lost points after a while on the phone with them, but I feel bad for the people who haven't even realized that they have lost their reward points. It's time to look for a communications company that actually knows how to communicate and doesn't treat their loyal long term customers like this.

[Steph_Steph]

I have been a loyal customer for 20 years! The first time I redeemed was around Christmas for a gift for myself. It was only for a $25 gift card. The rest of my points were untouched! My bills are on autopay. This is very upsetting. I am really hoping something can be done for a customer of 20 years....   Not good business Telus. 

[1drsjS1000]

I lost over 600 points with no realistic notification, I am so frustrated with Telus.

[1drsjS1000]

Its obvious Telus realized they had a serious Reward Points Liability Issue, didn't phase Telus, many long term customers with 500 plus points just got shafted !!! Telus has never missed billing me for more than 40 years with the many services they provide to me, Land Line/Cell Phones/Optic TV/ Security camera ect. The monthly bill is well over $500 per month. Do I need to say any more !!!

[Dalyha]

We needed to scrape up the $19.1 million salary that we pay to our CEO somehow (yes - $19.1 million - look it up!), why not take it from our long term customers' rewards accounts? Hopefully they won't notice.

[1drsjS1000]

It's the way they went about it that really bothers me, your right, it takes mega dollars to build a fortress in Sechelt.

[Zxccbn83]

I called and requested that they honour the rewards that I lost as a bill credit. They were quick to set it up and was worth the call — maybe 20 mins total of my time but totally worth it. 

[1drsjS1000]

Thanks, I will give it a try.

[dmaxted]

I've been a loyal Telus customer for 31 years. I just found out today that all the hundreds of points that I had saved up are now supposed to be gone! Where is the customer loyalty!!! Please tell me how Telus is planning to compensate me for this!

[1drsjS1000]

You might try calling Telus stating your case, request a dollar credit towards your next bill , it's worth your while.

[dmaxted]

Thank you for the suggestion. It's appreciated.

[Kdeines1]

I was able to get an account credit for all of my points.

TELUS reached out to me with a private message to review the account and then credit me.

So don’t give up. Reach out to them and get your credit.

Sent from my iPhone

[1drsjS1000]

That's great news, hopefully Telus realized their mistake.

[MShaw]

Very disappointed in the way this has been handled. There was no notification Nor was there any communication received regarding Telus rewards points expiring, I log into my account To finally proceed and use just to see all my points have pretty much been stripped away From there, I have to rely on Google to tell me what’s happening with the provider that I’ve been with for more years and I can remember. 

[Rocky3]

Actually this has been discussed and your December bill had small print telling you use them or lose them.