Spoke to a customer service rep over the phone today regarding lost all my rewards points. A female rep wasn't friendly & not trying to help. She said the rewards up to end of 2023 were all gone if you didn't use it by then. The new points started in Jan 2024 & I should have gotten them. I asked her how come I didn't receive any email or letter to inform me about that. She said it was mentioned in the monthly bill/invoice. I told her I've auto payment on a/c which is same for every month so there no need for me to look at them. They should have sent out an email or sent out a letter to inform their clients. I asked her how come it say zero reward on my a/c? After she checked, she said "oh, the new rewards are only for clients who has more than one product with Telus. Since you only have one product, you earn nothing". I told her that's unfair and would like to voice my concerns. I asked her how I can do that & where would I find it since I'm already logged in my a/c on their website. She said you can't do it from your a/c & must be done at the bottom right on Telus.com. I told her I'm there & where at the bottom right? Then she made me waited for at least 2 minutes until I asked if she's looking at Telus.com. She said still looking, once found she'll email me the link. Waited another minute or so, I told her do I need to continue wait on the line while she's looking for the link to email me. She then said "I THINK THIS IS A GOOD IDEA!". I said ok she just hung up on me without saying anything more.
This is what I received by email. It's not what I was looking for:
Follow-Up on TELUS Request!
Hi XXX,
https://forum.telus.com/t5/Ideas/idb-p/Ideas_TEST
I hope Telus gets to read this. I'm not the only one who received poor service from Telus, my friends & co-workers have the same experience too. If Telus not improving some of their customer service rep, I'm sure they'll lose a lot of customers!
