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.

[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.

[kira0086]

I never got an PM or anything to try to even resolve this issue while I am seeing others getting this? I'm even more disappointed. I've been with you guys for over 30 years. Is my Loyalty not worth a PM or a call?

[TELUS_Support]

We can send you a private message to discuss further.

[BeeGee1]

I haven’t gotten that PM either - albeit is is promised.

[TELUS_Support]

We didn't see a request for one in the thread here, but we'll send one now. Thanks.

[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.

[TELUS_Support]

We hear you and understand your concern about your Rewards points. We're making updates to our TELUS Rewards program to enhance the overall experience in the new year. The expiration of points is a necessary step to introduce the new features and benefits we're developing.

[Lee75]

That is an unacceptable answer, Telus. You should be sending your customers a credit.

[Leftyslidey]

We  have also lost over 200 points without proper notice.

This on top of having to call every month for 5 or 6 months to get our bill adjusted because Telus cannot figure out how to charge us the correct amount according to the new contract.  This happened 2 years ago and I am in the process of going through it again as we renewed our contract last fall.

Very frustrating and unacceptable.

[Dalyha]

Please tell us, Telus, how exactly does taking people's reward points away without proper notice or warning "enhance the overall experience"? Are you suggesting that their lost reward points are going to be compensated for in the future? How do we know that Telus isn't going to pull the same ploy to take away reward points down the road? Your company doesn't seem to get the concept of "trust", which it seems many of your customers have lost. Please let us all know how you plan to win back that trust.

[Lee75]

Telus should have been using multiple formats with significance more advance notice ( email, advertisements etc) to bring people's awareness to this expiry. They snuck it in somewhere that know many people wouldn't see and took advantage of their own loyal customers.  It is disgusting. I expect telus to make this right. 

[fraochmuir]

That's exactly it. When the postal strike was on which was in the news constantly, I had an email, text, and phone call from my credit card about it and in addition there was a banner on both the mobile app and the website to tell me to not rely on paper billing. Telus does small print on a bill? 

[Darren_P]

I didn't see the notice on the December bill about expiring rewards.

Telus resolved the issue quickly and to my satisfaction.

[TELUS_Support]

Hi @Darren_P - all our communications are on the full bill but we will send you  a private message to help