Telus Reward Point Expiry

[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.

[Sander]

So what is the solution, still no resolution very frustrating!!!

[Kareem-ajdfbka]

I just logged into my account to add a second service and my rewards are gone. I received no notification of expiry. If this is how Telus treats its customers, I'm going to get my new service from Shaw.

[Kdeines1]

As a TELUS retiree and so called Ambassador, I find this TELUS act appalling.  I only realized today that I was missing over 500 points.  I,  as many of the "Loyal" Customers above have been saving points for various reasons.  The early day there were actual items you could purchase and I was saving for one of the larger items.  I had over 600 points.  Now I have 97.  There was talk of Customers being notified...  I received nothing and ultimately had no chance of using the points I earned.  So I have to ask why TELUS was so basically sneaky in pulling the points.  Is saving a few dollars worth loosing Customers.  It wasn't in my day.

I would like my points back and I'm sure everyone else would as well.  Do the right Corporate thing and reverse the charges.

I am expecting a response to my complaint.  

Thank you.   Former AGT/TELUS employee.

[Kdeines1]

As a 37 year employee and now retiree and supposed Ambassador I am appalled that someone in TELUS decided to pull these points from their VALUED Customers.  I can see giving proper advance notification and allowing the Customer base to use up older points, but to put a NOTICE in fine print and basically say we did our part to let everyone know.  That in my mind is totally irresponsible.  I think this policy should be reversed, properly advertised the the affected Customers and points returned.  I like others had a fairly significant number of points (650+) and was also waiting to purchase something larger.  When I discovered the loss of points I had 97.  I think I may even said bad words.  So as an Ambassador I am going to do my best to escalate this.  I know I want my points restored.

[Dalyha]

That’s the part I don’t understand…. How on Earth Telus thinks that posting a tiny notice at the bottom of one monthly paper bill (which most people don’t even receive anymore) less than two months in advance of the expiry date is acceptable communication! To this date they have not posted any explanation on the Reward Points page and there have been no letters or emails to customers. This from a communications company! 

[MyTelus1]

I too was surprised tonight to find out I lost 344.08 points.  Like others, I'm on automatic billing, so it the amount was the same, I trusted Telus, and didn't necessarily look at my bill.  I would like my points restored, or the appropriate $344 bill credit.

Please message me.

[tatt00x3]

It took 2 calls with Telus to get my full amount of lost points put into a bill credit.  The first agent could only do $150 out of 250 points.  From reading others getting full credit I kept on trying with Telus support and got the rest of the points turned into bill credit. I suggest keep trying if you don't get all your points moved to bill credit on first attempt. The agents I spoke with were very nice to deal with, just took some time..

[Solar1]

Yes I Have lost closed to 300 points too for no reason, don’t matter how good the rewards catalogue looks like the Telus support reply said, that is totally wrong on their part, you want your customers collect more points so they can redeem for something meaning, to me that is stealing, we all need to air our concern! More action should be taken to get the reward points back by whatever means.

[Solar1]

Dear Telus, it came as a shock that all my Telus Rewards Points, a total closed to 300 points in my account the last time I saw it had disappeared. I am a senior with not so great eye sights, switching to electronic statements with regret, I read in this forum many customers are furious with your action that swiped away all the points without proper notice like email, text message etc.
I read one reply from the Telus support saying Telus has a better Rewards Catalogue, but what is the point if you stole all my points without say a word? Besides, you want your customers to collect more points so we can redeem for something more meaningful.

Something needs to be done to rectify this problem, especially for a loyal customer who gives you business in good faith, what you did is dead wrong. I need answer and get my credit back, period! Thanks.

[TELUS_Support]

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

[Kdeines1]

So is it confirmed that you are providing a $469 account credit?