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.

[Dalyha]

You can't be bothered to answer the questions so you just ignore customer's serious issues and label them as as "spam". OK, I think we all understand now.

[TELUS_Support]

Nobody is accusing anyone of anything, we're simply stating our rules. We encourage you to familiarize yourself with our Community House Rules: https://forum.telus.com/t5/Neighbourhood/TELUS-Community-and-Social-Media-House-Rules/ta-p/116293

Thanks.

[starchoice]

Just got off the phone with Telus. They must be reading from a script. First, the representative accuses me of not paying my bills on time - false. He tells me that he has a communiqué stating that all points expire at the end of the month. When I brought his attention to the exact wording from my December bill, he didn't care and told me that all points will be gone as of the end of the month. He told me that the earning rate is five points per month regardless of the bill amount. When I told him that I was not receiving five points per month, he told me that I didn't  have access to that information. This representative had no reasoning or comprehension skills. Speaking with him was an exercise in exasperation. I just used up the balance of my points to be done with this fiasco. There must be a rush now since lots of items are out-of-stock.

[Dalyha]

Nobody seems to be able to get a straight answer out of Telus regarding points. One customer service trick I've learned over the years when calling a customer service line... always select the "French" language option... this will direct you to an agent in Canada (at least it used to) who speaks English as well as French, and they are far more knowledgeable and helpful than the outsourced, overseas call center that you reach by calling the regular customer service line.

[DandJ]

What is problematic with finding out as well at the very last minute is that you can only redeem your awards once in a certain time period. So on January 29th when I found this out, I figured no problem, I will redeem my rewards for a store where I regularly frequent like Home Depot.  One can only redeem one e-gift card per 24 hour period. So now I find myself searching around to buy different cards with my large accumulation of points.  What a waste of my time and energy. Brutal! It is bad enough that I have to call every three months or so to barter with a customer service representative to broker a better deal on my contract.  If you are offering services for a lower price like high Pure Fibre whatever gig, as I have been recently being texted as a promotion for a lower price than I already pay for what I have, it should not be a 30 minute phone call to apply these savings to my existing contract and a lot of vague semantics over the phone.  With the huge variety of streaming services and other options for people to get content, a lot of people are going to throw their hands up in the air with Telus after being loyal customers for decades. Do better Telus!

[Tyler07]

Call Telus, be firm and explain how mad you as well as all other Telus customers are mad and make it clear you had absolutely no notification with how you pay your bills and demand something to be done! I'm in the process of having my points or something done as I lost 253 pts! I even told the girl this is a slimy move on Telus's behalf. (TALK WITH LOYALTY) 

[Darren_P]

I just checked my rewards. I seem to be missing about one hundred reward points. It's not midnight!

[BobArthur]

I had a bit of an odd time trying to cash in my points a couple of days ago. I only had about 23 points that had been accumulated before the December 31st - 2023 cut off date so I was hoping to use them all before they expired. The only 2 options I was interested in getting was either a bill credit from Telus or a gift card from Amazon but when I checked Thursday night neither option was still available. I spent a few minutes checking out all the other options but none of them seemed very attractive to me. After a few minutes I checked again and now the $25 Telus bill credit was available again  so I ordered it quickly before it disappeared again. I guess there might have been a last minute rush of customers trying to cash in their points before they were taken away. By the way - when did it start taking 29 points to get a $25 Telus bill credit. Back in late 2023 I used 50 points to get a $50 credit but now that same credit needs 58 points. Oh well - kind of hard to complain too much since we get these points simply by paying our Telus bills. 👍

[kevhall26]

That is super shady from Telus - I expect better. I had no idea about this notification, and ended up losing over 340 points. I complained and they ended up giving me a $100 credit to my bill, but that doesn't come close to what I lost in points. Brutal Telus - be better.

[PG2]

It's sooooo unbelievably unfair on Telus part, outrageous is an understatement,  I heard people want to present this on national TV. I lost around $200  worth of points as I was stupid enough to be persuaded by Telus to switch to paperless statements and pre-authorized payments. Had I not done it I'd have had a chance to see the points expiration message (still not so sure as it was concealed in a fine print at the bottom of the page). With a paperless statements I don't even bother to log to my telus account as long as the monthly charges are the same. The cancellation of earned  points is significant enough to warrant notifying all "valuable" customers, as Telus call us, in a more pronounced and visible way. But when it comes to inflating their profits even more, they bombard me with their emails trying to hook me up to their security system...I was even  inclined to do that, but now, after what  they did with my points.....forget it!!!  Question arises - what happened to my expired points, who used them up and for what ?

[fraochmuir]

Yeah they encourage paperless statements and pre-authorized payments because it's more convenient. More convenient for them to pull this kind of ****. 

[PG2]

I have a question for Telus support team - is there any way whatsoever to recover at least a portion of the expired points that can be applied against my upcoming Telus bill, it would help a lot with my present financial squeeze and restore some faith and trust in Telus which has for years has been a sole provider for all my tv/internet/phone needs. 

[TELUS_Support]

Hello @PG2 we'll send you a private message to discuss further.

[bbunrau]

Hello Telus Support,

Could someone on your team email me also? I mirror PG2's sentiments above and am deeply disappointed to have lost over 200 points as a paperless billing customer with no email of warning..

Is a bill credit possible as the reward catalogue was hit heavy in the rush to redeem? I have also been a loyal Telus customer for all my services for more than two decades.  Thanks

[PG2]

Yes, credit to your bill is possible. Out of my $200 worth of Telus reward points that they erased i have received a $105 credit towards my most recent bill, at least something....I just posted a request to Telus customer service on the Neighbourhood Plan ( no phone calls to them), and received an email advising of the credit granted.

[Username2]

Could you please tell me how to do that. I don't want to call them if I can avoid that.

[PG2]

Here on the Neighbourhood I addressed Telus support team ( same as i am writing this email) and asked if it is possible to have at least a portion of my erased points applied towards the upcoming bill amount, next day i got a reply- private email. Also, in MyTelus app, in my" messages" I asked the same question... again, next day they replied that they credited my account $105, and that's it; 2 days later Telus auto debited my bank account the total of Feb.statement less $105 (i am on pre-authorized payments plan). Good luck !

[Username2]

Thanks for the prompt response. If only all people/corporations were as prompt. I'm new to this neighbourhood, but I think I did what you said. Now it's a wait and watch, I guess.

[bbunrau]

Telus Support has addressed this concern for me via email.

Thank you, Telus, for honouring the retired points and applying them as a bill credit. The quick resolution is appreciated. 

[TELUS_Support]

We'll send you a private message shortly!