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.

[Dilly]

I call Telus and got my points as a bill credit

[fraochmuir]

I'm definitely calling. I'm in a meeting this afternoon but I will call asap. 

[tatt00x3]

Did you call Telus loyalty?

[tatt00x3]

Did you call Telus loyalty

[Dex5]

Not yet. When I have a spare hour or more to wait on hold I intend to…

[Username2]

I hate calling and sitting on the phone for hours for the lost points that I didn't know about till now. This betrayal and the total ignore I got when I emailed about technical support is making me wonder about having loyalty to this company. I've been with Telus for about 10 years now. It might be time to consider switching.

[Dilly]

It is best to request a call back
Sent from my iPhone

[tatt00x3]

Telus pushes paperless billing and then sneaks an important message at the bottom of a bill. When the bill amount is the same every month I just pay with online banking. I am disgusted with Telus. I lost 275 points and it makes me feel customer device does not mean anything to them. I am a ex Telus employee and I find myself having to defend Telus quite regularly as people complain. My days of doing that are over. 

[Dex5]

I just went through all my bills and have not been able to find any notice of points expiring. I had accumulated 176 due to not ever being able to buy anything due to sold out inventory, now I’m down to 41 points.

This is not acceptable customer service and as soon as possible will be taking my business elsewhere.

[TELUS_Support]

Hey @Dex5 we'll send you a private message to discuss further, thanks.

[Shredder]

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!

[TELUS_Support]

There was a targeted bill message sent out in December advising of the point expiry. We can send you a private message to discuss further.

[Jenner]

I just logged into my telus rewards account after reviewing it last in December and over 80% of my points are gone! I went in to the rewards account in December and redeemed a gift card but the other gift cards i wanted were not in stock so i waited until now to go back in and i am well under 100 points now! I can't even get 1 of the gift cards i wanted to buy! I've been a telus customer for over 10 years and i've been saving up my points. I am extremely disappointed. I heard the points expire after a while but if it's not sent as a direct message and you don't go over your bill with a magnifying glass how are you supposed to know! Better communciation is needed. 

I would like Telus to make this right! 

[TELUS_Support]

You are correct in that all points accumulated before the end of 2023 were expired at the end of last month. We can take a look to see what we can do. We'll send you a private message to discuss further.

[kira0086]

So I just noticed I lost a lot of reward points and coming here just made me realized that all my points are expired? I was saving up my points and now I just lost 80% of my rewards points. I'm so disappointed and upset about this. I will admit that I rarely read the bill and relies solely on the emails about how much I owe in bill payment but you could've at least add a message to the bottom of that email to tell me the points would expire. 

I'm really at a lost right now. 

[kira0086]

Let me add that I read the bill on the Telus app quite often and I don't remember that bill stating the rewards were expiring otherwise I would've redeemed.

[TELUS_Support]

Hello! Notification was sent to all TELUS Rewards account holders via bill messaging before the end of the year. We always encourage everyone to read their bills every month.

[Shredder]

This is a BS answer. You are a communications company, you could have used multiple methods to convey this message to your customers. Putting a notification in small print at the very end of a bill that most people do not look at when it is exactly the amount that they expect to pay, only satisfies the requirement of notifying your customers. Seeing how many people are upset about this - does this answer hold up to your moto of "Customer Satisfaction is Our #1 Priority"!!?!  

[kira0086]

I check the bill every month on the app and email but you only had that notification on the paper statement that I do not download and print to read.  I'm very disappointed in this.

[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.