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.

[doug1212]

Yeah im kinda lost on this too. I just decided to look at my points a few days ago and they are gone. Years worth of collecting gone... I don't receive paper copies of my bill. Could there really not have been a better way to get in contact with customers and let them know of this happening???

[burnabyguy]

As I mentioned above when I saw that my points had disappeared I called Telus The agent offered to give me a bill credit of $50 for each 58 points I had lost.

[DandJ]

It is awesome that you managed to be successful. I had a phone call from Telus yesterday at an inconvenient time when I was at work where they wanted me to have other members of my family switch over to Telus Mobility for what seemed to be a reasonable deal but they opened up the conversation with are you happy with your services, and at that time I mentioned the loss of my Rewards points as being a source of frustration. Their response was to refer me to home services, and after waiting on hold for a call they made to me, I communicated my displeasure and was promptly told that all customers were informed (in a very discreet way might I add) that the Rewards were to expire and there was nothing he could do to compensate me for the 600 ish points that I had lost. At that time I indicated what I am growing tired of having to call Telus every three months or so to negotiate with them for what they should be offering  their loyal customers anyways. It is only after being bombarded with texts and phone calls from Telus about their deals on Pure Fibre internet at a much lower rate that I had signed a contract for that I was able to get my monthly bill lower. After becoming impatient with who I was talking to he finally decided that he could give me $100 off my next bill for being a loyal customer which still does not compensate me for the other points that I had lost. I did upon finding out that the Rewards were expiring days before this was supposed to happen, managed to log on and spend about 200 points but not without a lot of frustration finding some products had been sold out, or there were restrictions on how many points you could redeem on a single product in a certain time frame. 

[ChadH]

I just logged in and lost $140 worth of rewards. I’m so choked at Telus as a corporation. They are nearly impossible to work with. I’m going to cancel all my plans right away. Beyond ridiculous. Hey Telus, 18 year Telus user and you’re losing 3 cell phones, 2x homes of internet and tv and security at my company for yanking my $140. Smart thinking. 

[TELUS_Support]

Hey, Chad. We'll send you a private message to discuss further. Thanks.

[DandJ]

As per my comments above, it is beyond ridiculous that I have had to make multiple phone calls in the last three months to get the terms and service that we as loyal customers should be entitled to.

The runaround that I got on the phone yesterday when Telus phoned me is brutal. In summary, I was able to spend about 200 of my Reward points on products but not without a lot of frustrations, terms and limits as to how I could use them. I managed to get a $100 bill credit yesterday which is a far cry from the hundreds of points that I lost during this fiasco. Having Telus at my home (internet, TV and phone) and again at my condo (all three services with Internet and TV with a third party subcontracted party through Telus I am also fed up. We have more options today as to how we consume content an other options for internet despite the big three monopolizing what is available.

Call who every you want Telus but everyone knows that you do not have a consistent approach for your customer base and will lose customers. We are considering going to another provider after over 20 years of loyalty.

[fraochmuir]

I'm switching too. Ridiculous.

[TELUS_Support]

Hello! We'll send you a private message to discuss further.

[fraochmuir]

I'm waiting for a response to my follow up on your private message. 

[fraochmuir]

Still waiting for a response. 

[TELUS_Support]

We'll respond now.

[Username2]

Can you send me a private message as well? I've lost the Telus Rewards as well. Why is there this piece meal response to one person at a time? Is it only to the people that are threatening to leave? If that's the case, then I'm threatening to leave as well.

[TELUS_Support]

We will for sure, check your Inbox.

[TKMC]

Same here.  Can you send me a message on what Telus can do with my situation as well or I have to look to leave?

[TELUS_Support]

Alright, we'll send you a private message now.

[TKMC]

I share your pain.  I see my points disappearing in front of my eyes at 1130pm that day when I tried to redeem the points.   I messaged Telus and final got them to call me to discuss but it turned out they are just repeating the message the points are gone and they are not doing anything for me.  

What's the point of adding salt on me wound by initiating a phone call if you are not planning to do anything different. 

I have been a long term telus customer but this is the first time I am also looking to switch. Ridiculous. 

[fraochmuir]

I just discovered this myself and I did NOT know about it. This is so unacceptable. I get my bill online and I look at the total. For such a huge change they should have sent emails about it. They are cowards because they knew if they buried it in the bill at the bottom no one would notice and then there would be no outcry about it. Until of course they go to redeem points and then it's too late. Such crappy customer service. 

[Dilly]

We all need to go back to paper bills so they can’t pull this on us again as it is pretty hard to read on a phone

[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.