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]

Hello. Expired points cannot be placed back into accounts, but we can definitely check to see what we can do for you. We'll send you a private message to discuss further.

[Pat59]

I never received any notification that Rewards were being cancelled, it’s definitely not very ethical to cancel points that people earned and then take them back. 

[TELUS_Support]

All customers were notified via bill messaging. We'll send you a private message to look in to your account to see what we can do.

[FedUpwithTelus1]

so when's that going to happen got a PM to verify and then all I hear is crickets

[TELUS_Support]

We've replied to your private message, thanks.

[FedUpwithTelus1]

Thanks Dalyha. TELUS first offered $100.00 credit to our account for 400+ stolen points. Not good enough I replied. TELUS came back with an offer of $400 + for the stolen points to be credited on our account. Fair enough. Still very unhappy with how the points were taken. 20+ years customer, will look at other carrier options as services renew. Shouldn't have to be a battle to stay loyal.  

[fraochmuir]

Wow. We have been told repeatedly that points can't be put back (which is garbage - they can take them away then they can put them back)

[PhilfromCanada]

Telus please contact me, as just found out about this and it is completely unacceptable!

[TELUS_Support]

Hi there, if you require assistance, send us a private message and we'll get someone to assist. 

[PhilfromCanada]

Telus please contact me as just found out about this and find it completely unacceptable!

[Bluecedar]

I’ve just found out that Telus has essentially stolen over 400 points that I have been saving with no notice to anyone who isn’t isn’t using a magnifying glass to examine the fine print on my digital bill.  This is completely unacceptable and a real low point to treat your longstanding customers with such little regard.  You’ve lost my loyalty and my trust! 

[Oldbones]

I've been a Telus customer since it's beginning , and we have all our services with Telus.  We get our bill online, and it's auto paid, if the amount doesn't change we don't look at our bill,  and haven't for many months.  This past week I went to check on my points thinking I'd cash some in, and was surprised to see I only have 41,  last I checked a few months ago it was over 300.   This is a totally devious ploy on Telus's part to cancel loyal customer's points without first making sure they are aware.  I would expect a lot better, and in previous years it was a lot better.   If there's anyone on here who actually cares about customer service and how to keep customers happy,   please reply,  I'm totally annoyed with the entire scenario.   Thanks. 

[TELUS_Support]

We can send you a private message to discuss further, thanks.

[Oldbones]

I just want to say Thanks to the Telus support team for contacting me,  we came to a satisfactory agreement.  The support staff aren't the ones who made the decision to change the rewards program,   but are the ones who have to deal with the fallout when something goes sideways.  Thanks, you've made me a satisfied customer again.  Oldbones.     

[TELUS_Support]

We appreciate you! Thanks for your understanding.

[Neighbour39]

I understand that all Telus reward points prior to 2024 have been removed.  I would like request that lost points be restored has any one had successfully done this and what was the process.

[TELUS_Support]

Hello, we can send you a private message to discuss this further!

[Syrus2999]

As others have mentioned I noticed that a number of my TELUS rewards points have gone missing. Yes I've also read that there is expiration date however when using paperless billing there is no notification on the email that states you have points that will be expiring.  Quite honestly the only time I go & look at the bill online is when it's more than I expected. So TELUS here's a thought how about returning my expired points & in the future why not add to billing email a little FYI that there are reward points about to expire....

[TELUS_Support]

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

[Syrus2999]

Thanks to the TELUS support team for reaching out to me & working out an acceptable resolution to the issue.