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Telus Rewards Points

JenRich
Friendly Neighbour

I have been trying to redeem my Telus Rewards Points for almost 2 weeks now.  I get to the very end when I click to confirm redemption and a popup comes up saying that I have recently updated my contact information (which I have not) and to try again later or contact telus and a phone number.  I called the number and I got no help.  I explained the issue over and over again and I don't think the person I was speaking understood at all.  He did however open a ticket item and told me that he would call me back within 24 hours with a resolution to the issue.  That was about a week again and I still haven't heard anything.  It is very frustrating when you call the number that they tell you to call and you get nowhere.  I would really appreciate it if someone from Telus could resolve this problem.

1 ACCEPTED SOLUTION

edwardcc
Friendly Neighbour

Just providing an update! It worked, removing and reattaching the profile on Telus's end seems to have fixed my issue. Hope this helps others having this issue

View solution in original post

12 REPLIES 12

JenRich
Friendly Neighbour

I have been trying to redeem my telus rewards points for about 2 weeks now.  When I go to complete the redemption of the points a popup comes up telling me that I recently updated my contact information and that I should try again later or phone the number given.  I tried again many times and then I phoned the number.  The person I spoke with seemed to have no idea what I was talking about and explained the problem numerous times.  Finally he said he was opening a ticket and would call me back within 24 hours.  I have received no call back and no resolution.  Please help.

Did you ever get a solution to your problem? I am having the exact issue you had and Telus is of no help at all.

JenRich
Friendly Neighbour

No I haven't and calling Telus is a waste of time.  I don't know what to do anymore.  You would think that they would have somebody who could help resolve the issue.  I did try emailing them and I didn't get any answer from that either.

@JenRich did you try my suggestion above?

JenRich
Friendly Neighbour

Yes I did any it didn't resolve the issue either.

xray
Hero

I had no issues redeeming my points on Sept 27. There might be an issue specific to your account. Try updating your contact email address, even if it's to the same address as before.

GuyFromVI
Organizer

Thanks for replying. I'm still having no luck at all. I did send them a message this morning on X (Twitter) about the problem and I immediately got an automated message back trying to sell me more services. I have little to no hope that I will actually hear back from them. I tried everything else with no luck. Last month they resolved (apparently) a big issue with my Optik TV that was ongoing for 12 years. I don't understand this company anymore. If they want to sell you something they are all eager but as soon as you have any issues at all, they are impossible to get a hold of or can't solve the problem.

JenRich
Friendly Neighbour

I totally agree with you.  I just went on Facebook and posted something there so we'll see if they have any answer to that.  

edwardcc
Friendly Neighbour

I've called Telus probably 5 times now to get this issue resolved.

  • First time, they told me to try again later
  • Second time, the lady redeemed a GC for me and then said she'll keep checking the next day, but no call back.
  • Call back again, they said they'll correct the contact information.
  • Called again, they said it should be fine and asked me to try again.
  • Called again, they went through my contact information in detail to confirm everything and told me to try again
  • Calling again now, hoping they can fix this.....

Good luck. I have been trying for 2 1/2 years, spoken to probably 40 people and have requested to speak to management without success about this issue. Every time I call they say "it's a back end issue" and they will fix it but they never do. No one cares at Telus anymore. The attitude I get from most of the customer service people is that I could always take my business elsewhere if I don't like it. And that's what I have slowly been doing. I have given up with Telus. I've been with them since the BC Tel days and this is how I am treated. I can't even imagine the amount of hours I have been on the phone waiting for this issue to be fixed. I hope they fix it for you but don't count on it.

edwardcc
Friendly Neighbour

Haha, thanks!

We'll, the first rep just went and redeemed a card without fixing the issue. I re-advised him that I'm asking them to fix the issue, not help me redeem the GC, so he transferred me to technical support. But now that he redeemed the only Amazon GC that is available, we can't test it. So the technical support rep simply attempted to disconnect my profile and reconnect it in hopes that it corrects the issue. 

 

Guess I'll have to try again tomorrow and if it doesn't work, call again........ 

edwardcc
Friendly Neighbour

Just providing an update! It worked, removing and reattaching the profile on Telus's end seems to have fixed my issue. Hope this helps others having this issue