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.

[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.

[TELUS_Support]

Hello! We haven't vacated anything. We'll send you a private message to discuss further!

[BrentEh]

I just logged into my rewards account and noticed 100+ in missing points. I have been saving these to receive 2 gift cards. In my view - these loyalty rewards were essentially stolen. There is no record of them being removed or redeemed and no one contacted me about the status of these points. I would love for someone from the Telus Official Support team to reach out to me on this. It is a completely unacceptable business practice. 

[TELUS_Support]

We can send you a private message for sure, be on the lookout.

[BrentEh]

Thanks - I look forward to hearing from someone. 

[TELUS_Support]

We sent you a private message, thanks.

[BrentEh]

Thanks! Just waiting for the link.

[BrentEh]

I'll give credit where credit is due - thank you for making this right Telus Support.

[DandJ]

It sure would be nice for them to apply their approach unilaterally to everyone rather than picking and choosing. I am still waiting to be contacted but crickets.... Had a $100 credit applied but that is a far cry to compensate me for the points I lost.

[Fisherguy]

I learned of this underhanded move about the "telus rewards" on a FB group and sure enough I saw I'd lost points too.

I started a chat about this and got call back pretty much right away. (It's a miracle!)

I lost 271 points, he tried giving my 50 cent credit for each, I told him it should be a dollar each. He put me on hold and came back and gave me the $271 credit.

He said I get reward notifications by email, when I told him I don't he checked and verified I'm not getting them and added me to the 'email list'.

I can only imagine how many customers are losing hundreds of dollars of points and not knowing it. Seems pretty sleazy TELUS!
Telus is not the same company my wife and I (and my dad) worked for for over 35 years.  BCTel didn't treat customers like this!

[Dalyha]

That's great that you were able to get all your points refunded as a bill credit. It definitely pays to be persistent. Telus should be doing this for all customers who had reward points suddenly disappear without warning.

[Leftyslidey]

Why are they not crediting everyone equally?  It should be dollar per point.  I was told I had 191 points but that they would only credit me $150.00.  Others have posted about credits that were even less.  Very poor customer service!!

I too miss the good old BCTel days.

[TL7]

Could somebody from Telus support team help me? I just found out that my 153.10 reward points (showing on Dec.18, 2024 bill) had been removed from my reward account. I am deeply disappointed to have lost over 150 points as a paperless billing customer with no email or message of warning.  Is possible that my expired points 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 been a sole provider for all my tv/internet/phone needs for more than 20 years.

Your help and understanding are much appreciated.

Thanks.

[TELUS_Support]

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