What happened to Telus rewards?

[1955Chevrolet]

I was planning on cashing them in. On searching the Telus web site it just keeps looping around and around and of no help. Chat is similar,,,,thus useless as well.  

[BobArthur]

You should have received an e-mail on or around April 3rd which would have contained the following message:

Exciting TELUS Rewards changes are on the horizon! To prepare for an enhanced experience, the TELUS Rewards portal will be temporarily unavailable starting April 11, 2025. During this time, you will be unable to access your account.

In early May, we'll be launching a new TELUS Rewards experience bringing more value to our members.

Stay tuned for an announcement in early May!

In the meantime, you can review the updated TELUS Rewards terms and conditions.

Thank you for your continued loyalty and we can’t wait to share what’s next!

Rewarding your everyday,
TELUS Rewards team

[Pnut91]

You're absolutely correct, Bob! I should have received an email. Thanks for the info. 

[KMoshea]

THANK YOU! I thought I was going crazy. I did not receive this email and was freaking out because it was looking like I had no points. I received the email in March saying that things were going to be changing, but not this April one. I tried the chat, and they said I have points but they don't know that they are not accessible right now. It was so frustrating!

[Marc3535]

tell me about it, I have (or at least had might be gone now I don't know) enough points for a $50 bill credit and cant cash it in and I could really use the extra money right now......

Love how they say "early May" too and not an exact date.....

[Shane]

Do I still have my Telus Rewards points then? Or did I lose them?

[TELUS_Support]

The value of the Rewards points in everyone's accounts during this temporary revamp downtime have not been touched, rather it's a revamp of the program and catalogue of rewards.

[yyj]

That's a lie. I had enough points in my account as of December 31, 2024 for $167 worth of gift cards. Now that I can access the awards program finally, I see I have enough points for $50 worth of gift cards. What a scam ..... And now I see that there was "fine print" in the December bill warning that points before earned before December 2023 won't be honoured. Honestly, what's the point having Telus? Everyone should write the CEO of Telus, this is unethical.

[TELUS_Support]

Hi @yyj There's no lies here. We provided notice of the turn down of the service with ample time and we offered a notice of the point expiry process. Since you were affected in this way, we are more than happy to help you.

We'll send you a private message for assistance.

[yyj]

I’m not sure what “ample” notification is defined for you but for an on-going program I would have expected 0 impact on the transition on my benefits. I have received no physical notifications and my bill is on auto payment meaning I would only look at my statement if the balance due/paid is different. My guess is that 90% of your customers use the same approach. Have you ever tried to access a Telus account online - it’s a gong show. 

[TELUS_Support]

It is standard practice to check bills before paying them for important details and updates. We've sent you a private message, please check your inbox within the neighbourhood

[yyj]

I disagree. I literally have 8 Telus accounts that I manage. I shouldn't have to waste time review each bill individually for "important details and updates" if my account is current; the contracts for each account is not nearing renewal. This change to the rewards has occurred "mid" contract in my case. When choose Telus and I accepted the terms of the pricing contract, the rewards program formed part of my decision, I don't like the fact that I have been penalized approximately $110 in benefits because of an arbitrary decision of only one party of the agreement..

[Pnut91]

Telus could have done much better than just hoping we would scan those tiny little pdfs for points updates. I've been looking for rewards for months but haven't seen anything appealing, certainly not what I was accustomed to seeing. I specifically went looking for Google and Roblox credits which I had seen previously. That's how I found out the system was shut down.

[yyj]

FYI, I just search my email inbox for the term “point expiry” and I found no emails from Telus. 

[yyj]

I reviewed my invoices for the previous periods just to respond to this comment and other comments about adequate notice. My November 2024 invoice had no mention of points prior to Dec 31 expiring 2023; My December 2024 included a line that said "points prior to Dec 31, 2023 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." January 2025 invoice, which was prior to the the January 30, 2025 deadline did not have any reference to points at risk of expiring AND oddly enough, my point total was totally removed from the bill. Please explain how this notification is consistent with the Telus_Support comment "We provided notice of the turn down of the service with ample time and we offered a notice of the point expiry process."

[1955Chevrolet]

Do the new rewards buy the same as the old rewards? Or do I have less spending power?

[YYCBlue]

Loyal customer for 15yrs plus, more fool me. Like others I just discovered the previously impossible to access (for months) Rewards link has a new and improved program.

Correct, it's new. The falsehood ..... it's not improved. Previous points disappeared in a puff of smoke and the value of remaining points are less than those previously accumulated.

I've had ZERO emails, other than monthly bill notifications, they of course come like clockwork.

No more Starbucks or Amazon cards, where our family saw value, certainly winning no friends with Tim's (yuk) as an option.

Time to reevaluate and consider cutting the cable, and I'd never previously thought that should be an option. 

TELUS, after previously singing your praises, this is an epic fail.

[yyj]

That’s exactly my issue; been trying to log into the system forever and it just didn’t work. It would have been handy being able to redeem $160 worth of Amazon gift cards before Christmas but could never get the site to work. Now that they fixed it; changed it; I can access but 75% value of my points are gone and I get a lecture about reading the fine print on my bill. Really pissed, no wonder Telus now is the most complained about company in the Telco in Canada. I think Telus should see that we want to be treated fairly. I’m quite disappointed- like who is advising them internally; how’d they ever think that customers would be happy with this program “enhancement and rollout “.

I received my “callback” from telus after waiting an hour. Pressed one to acknowledge the call; and they put me on hold again for 10 minutes and then  I hung up - this is pathetic. 

[KMoshea]

I don’t agree with them stating they are lying but I do agree the rollout of this is problematic. I don’t check my bills. I look at the total and if it is the same as previous months then that’s all there is to it. Burying something in tiny print to announce points expiring is definitely underhanded. As you can see from this thread Telus clearly has the ability to email customers (although many people didn’t receive the April email a previous poster mentioned) and should have emailed this notice out to the rewards members. In this day and age of ebills, automatic payments and postal strikes they should have known this notification was not enough.

Hopefully the Telus decision makers will take this into account in the future.

[KMoshea]

I don’t agree with them stating they are lying but I do agree the rollout of this is problematic. I don’t check my bills. I look at the total and if it is the same as previous months then that’s all there is to it. Burying something in tiny print to announce points expiring is definitely underhanded. As you can see from this thread Telus clearly has the ability to email customers (although many people didn’t receive the April email a previous poster mentioned) and should have emailed this notice out to the rewards members. In this day and age of ebills, automatic payments and postal strikes they should have known this notification was not enough. 

Hopefully the Telus decision makers will take this into account in the future. 

[KMoshea]

I think there are 2 things at play. One the expiry of some points that were earned before December 2023 and the second being the rewards system being down. I think they say it’s not a lie because they mentioned the points expiry (albeit it in the worst way possible). Don’t get me wrong I agree that this has been handled atrociously with not good communication but I’m not sure they lied. 

[Rocky3]

I have 21,000 points in the new system and cannot buy anything. You need 25,000 points to get $25 gift card. I agree with previous poster that the previous rewards were worth being excited about. 

But for 120,000 points you can reduce your Telus bill by $100

[yyj]

The more information I attempt to gleam on my account the more unbelievable Telus' lack of respect for its customers is becoming. As I read the many other threads about this outrageous betrayal of customer trust I decided to review my account activity, basically the journal entries Telus makes to my account. Between Dec 1 - now there is no transaction accounting for the reversal of points .... they simply disappeared. Basically, its a sleight of hand maneuver. I honestly cannot believe how Telus treats its customers. I want my points back or simply credit me back $110.00 on my bill. And please provide everyone a credit, $ for $ to offset the unethical practices of how this was administered.

[TELUS_Support]

We'll respond to your latest private message now.

[bclion999]

This is outrageous. I had 400+ points before and a rental cost 7 points. A five-pack of rentals cost 35 points, I believe. A Winners or Sephora gift card was 40 or 50 points. I had enough points for about 55 rentals.

I log in tonight and see I have 99,000 points. Wow. Then I saw that one rental costs 28,000 points! So, I have enough points for 3 rentals now?

Why bother changing the old points system to the new "thousands of points" when it means nothing? It is smoke and mirrors and sleight of hand.

Telus said this is an "enhanced" and "improved" rewards system. How? Everything I see takes way too many point to claim and the number and assortment of items has plummeted.

Earlier this year, I used 35 points for a five-pack of rentals and only used one. At the very least, I want my four remaining rental credits.

This change for the absolute worse has me livid. I am considering cancelling all Telus services.