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.

[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.

[anjeshshrestha]

please reach out to me as well, i lot a lot of points

[docchizz]

Hello,

Are you able to help me as well? I've lost 231 points which is almost $200 in bill credits.  If you can credit me at least some portion of that, it would be very helpful and appreciated.

[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.

[anjeshshrestha]

Please reach out to me aswell, i have also lost a lot of points

[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.