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]

Our pleasure. Appreciate your understanding on this!!

[Spike23]

Thanks for starting this thread. I also had a surprise when checking my account in early February and finding out that over 450 points had disappeared. The points count had moved off the main online page so it took some time to notice the change. I contacted Loyalty to review my services and was told "no worries, we can submit a request to our rewards team to have it refunded accordingly". I tried recently to get an update as I'd also had some service issues and could't get a points update. This looks to be the only place getting a response.

[fraochmuir]

Interesting because Telus has repeatedly said that they can't refund the points. 

[Arathaur]

Hi TELUS_Support, I sent you a private message re: this topic. Thank you very much for your time and consideration.

[anita_yeg]

I learned from a fellow Telus alumnus that our Telus Rewards Points were not retained. It's really a disservice to include this information in statements when we're encouraged not to get them delivered any longer.

Why was there no notice on the Telus Rewards web page to indicate the change?

Why was there not an email informing customers of the change?

Can't say I feel like a @member if that's how we're rewarded for our loyalty to the program and to Telus. 

[jackrabbit000]

Check out this thread that’s already started.  

https://forum.telus.com/t5/My-Home-Account/Telus-Reward-Points-are-Expiring-End-of-January-2025/td-p...

[Rocky3]

@jackrabbit000 I would mark your post as a solution had it not for I have not had the opportunity for several months to exercise that option since "accept as solution" button is not available to me. 

[TELUS_Support]

All customers were notified via bill messaging before the end of 2024, and only points accumulated before the end of 2023 were expired. The rest will remain, and the plan will continue as it has. We'll send you a private message to discuss further.

[fraochmuir]

If the plan is continuing then why were the points removed. Also, the bill messaging notification declaration is weak since the notice was in very small print on the last page of the bill. 

[Pinkbutton]

I lost over 400 points.  I did call telus and received a 100 credit on my bill.  I’m not satisfied.  I want them returned.  I wrote to Darren Entwhistle and have not received a response.

[TELUS_Support]

Hello. We can send you a private message to discuss further.

[Tlii]

Yesterday, I called to change the email on my Telus Rewards account. They said it'll take 12-24 hours, but I can still redeem my points before they expire. Lost all my points instead.