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.

[Fisherguy]

I started a chat, asked for a callback which was basically right away (I was lucky) and got the full dollar per point credit towards your bill.

[TELUS_Support]

We can send you a private message to discuss further for sure. Be on the lookout for it.

[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. 

[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.

[MissPeach]

That’s BS, I slowly accumulated these points, I was going to buy the GC I was saving up to for, and BOOM you increased the point redemption value on it. So I had to wait a bit longer, waiting to get that $100 GC. Then you sneakily take away the points!! 🤮 business ethics. So disappointed. I was .6 or so away from it. Take my 41 points you left me with me, I don’t care about your points program anymore. 

[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.