Long-Time Customer Deeply Disappointed with Declining Service and Rewards Program
We have been loyal Telus customers for the majority of our adult lives and are now seniors. Unfortunately, we’ve noticed a steady decline in the quality of service over the years, and 2025 has been especially frustrating.
We’ve faced ongoing issues with our telephone, TV, and most recently, the Telus Rewards program. Over the past several months, I’ve spent more than 10 hours on the phone with various agents. Each time, I’m assured that the issue will be resolved and that "this will be the last time" I need to call. I’m often promised follow-up calls on specific dates that never come. The lack of accountability and follow-through is extremely disheartening.
One of the most upsetting experiences involves the Telus Rewards program. A couple of months ago, we had accumulated over $400 worth of points—enough to redeem for an equivalent amount in gift cards. Our latest statement now shows 55,000 points, but those points are suddenly only worth $50 in gift cards. That’s a loss of over $300 in value. What happened?
It’s beyond frustrating that a company specializing in communication makes it so difficult to actually communicate with them. There’s no clear way to submit written concerns, and getting support over the phone takes hours, with little to no resolution.
Telus seems more focused on profiting from its customers than providing consistent service. We are extremely disappointed and would appreciate a proper explanation regarding both the Rewards program changes and the general decline in service.
