Telus Reward Points are Expiring End of January 2025?

[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.

[Lee75]

I cannot believe after years of loyalty Telus thinks it's ok to expire my points. Shame on you Telus, you could have tried a lot harder to make your customers aware of this. Make this right.

[TELUS_Support]

We hear you and understand your concern about your Rewards points. We're making updates to our TELUS Rewards program to enhance the overall experience in the new year. The expiration of points is a necessary step to introduce the new features and benefits we're developing.

[Lee75]

That is an unacceptable answer, Telus. You should be sending your customers a credit.

[Dalyha]

Please tell us, Telus, how exactly does taking people's reward points away without proper notice or warning "enhance the overall experience"? Are you suggesting that their lost reward points are going to be compensated for in the future? How do we know that Telus isn't going to pull the same ploy to take away reward points down the road? Your company doesn't seem to get the concept of "trust", which it seems many of your customers have lost. Please let us all know how you plan to win back that trust.

[Lee75]

Telus should have been using multiple formats with significance more advance notice ( email, advertisements etc) to bring people's awareness to this expiry. They snuck it in somewhere that know many people wouldn't see and took advantage of their own loyal customers.  It is disgusting. I expect telus to make this right. 

[fraochmuir]

That's exactly it. When the postal strike was on which was in the news constantly, I had an email, text, and phone call from my credit card about it and in addition there was a banner on both the mobile app and the website to tell me to not rely on paper billing. Telus does small print on a bill? 

[Darren_P]

I didn't see the notice on the December bill about expiring rewards.

Telus resolved the issue quickly and to my satisfaction.

[TELUS_Support]

Hi @Darren_P - all our communications are on the full bill but we will send you  a private message to help

[tatt00x3]

What is the typical response people are getting?  After the third agent and over 3hrs on the phone I got a $150 credit for a loss of about 250 points. Better than nothing but still disappointing. There sure could have been a better way of informing us long time customers that the points were expiring.  Maybe going back to paper billing is a answer.

[Dex5]

I was just offered $100. I lost 135 points, which according to Telus were worth $1 in their past documentation. I told them I expect $135 and am waiting for a response from them.

I also am reasonably sure there is consumer protection/ legislation against this and why AirMiles had to reverse their actions.

[Dex5]

I just finished with Telus. I am supposed to get a dollar credit per point on my next bill.

FYI, only Ontario has any consumer protection against this sleazy business practice and it is not very strong.

[Cattree]

Well, just signed into my account and noticed that about $140 worth of points were missing.  This is so disappointing.

We receive notification that our Telus bills are ready, so to speak, via a monthly email and then it is paid automatically via the credit card.  The bill total in the email is ALWAYS the same so there is absolutley no reason to go to the website and download a bill.  Why would I if it never changes month to month to month to month.

The emails that were received had NO NOTIFICATION or mention that the rewards program was changing.  It wouldn't be that hard to include one line in the email.  Just one line.  The amount of money that this will save Telus is, for a lack of a better word, unbelievable.  Years of saving gone in milliseconds.  It is unfortunate that a mega company like Telus thinks that message at the end of a bill in 7 point font size is a good way of communicating.  This also does not make the experience better.  So, in the end I'll admit that I didn't see the message as I stated above, but Telus really could have done better.  Thanks.

[LindyLou]

I was shocked at losing around 130ish reward points. I just called Telus today and they gave me a $150 credit. I was ready to leave Telus if they weren’t going to compensate me for the loss. They had to redirect me to loyalty as the most customer service could do was $50. I explained to loyalty that I received zero notice since I use the app to view bills and never download them. I also said, nicely, that it was a dirty move to pull that off. It didn’t take much convincing as I’m sure many complaints were made.  I’m content with the outcome. Call them!

[LindyLou]

CALL THEM! I just got off the phone with Telus about my 130ish missing points. All cust service could offer was $50 credit so they put me over to loyalty. I explained that I received zero notice as I only view my bills on the app and do not download the bills which it seems is the only place they disclosed what they were about to do. The tiny print at the bottom of a bill is not reasonable even if I downloaded them. It didn’t take much convincing and the gave me a $150 credit on my bill. I am content with that but do wish they never did that in the first place. 

[burnabyguy]

Bravo Lindylou

[Cattree]

That's great LindyLou!  I think I'll call this weekend and see what happens.  I'm not sure what happened to  @TELUS_Support but they seem to have vacated here and don't seem to be replying anymore or helping customers. 

Funny thing, I sent a message to Telus via X.com and they said 'they are aligning their program with other points programs like Nordstrom as it is what the industry is doing" and then Telus asked if I wanted them to check how many rewards points I have in my account.