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.

[CHT]

Hello, I'd like to get credits for my points. I wasn't aware that there's an expiration date for the points. Please help. 

[TELUS_Support]

We can take a look to see what we can do. We'll send you a private message to discuss further.

[William108]

Hi, can you send me a PM regarding missing points?

[Quaale]

Yes you can

[TELUS_Support]

Hello. We can take a look in to this for you, to see what we can do in terms of compensation. We'd need to verify your account first (the same as if you were to call in). We verify here by having you log in to a secure one-time verification link with your MyTELUS credentials. Let us know when you're around and we can send over a link.

[CHT]

I'm here, please send me the link. Thank you.

[Colby83]

I would also like to discuss the points further and see what can be done. I lost around 300 without proper notice. Should have been an email sent to all customers with such a massive change. 

[BeeGee1]

I haven’t gotten that PM either - albeit is is promised.

[TELUS_Support]

We didn't see a request for one in the thread here, but we'll send one now. Thanks.

[Lee75]

I cannot believe after years of loyalty Telus thinks it's ok to expire my points. Shame on you Telus, you could have tried a lot harder to make your customers aware of this. Make this right.

[TELUS_Support]

We hear you and understand your concern about your Rewards points. We're making updates to our TELUS Rewards program to enhance the overall experience in the new year. The expiration of points is a necessary step to introduce the new features and benefits we're developing.

[Lee75]

That is an unacceptable answer, Telus. You should be sending your customers a credit.

[Leftyslidey]

We  have also lost over 200 points without proper notice.

This on top of having to call every month for 5 or 6 months to get our bill adjusted because Telus cannot figure out how to charge us the correct amount according to the new contract.  This happened 2 years ago and I am in the process of going through it again as we renewed our contract last fall.

Very frustrating and unacceptable.

[Spazman1999]

This is BS you could have transfer current points to the new setup. Between my 2 accounts I am out hundreds of points. 

[Dalyha]

Please tell us, Telus, how exactly does taking people's reward points away without proper notice or warning "enhance the overall experience"? Are you suggesting that their lost reward points are going to be compensated for in the future? How do we know that Telus isn't going to pull the same ploy to take away reward points down the road? Your company doesn't seem to get the concept of "trust", which it seems many of your customers have lost. Please let us all know how you plan to win back that trust.

[Lee75]

Telus should have been using multiple formats with significance more advance notice ( email, advertisements etc) to bring people's awareness to this expiry. They snuck it in somewhere that know many people wouldn't see and took advantage of their own loyal customers.  It is disgusting. I expect telus to make this right. 

[fraochmuir]

That's exactly it. When the postal strike was on which was in the news constantly, I had an email, text, and phone call from my credit card about it and in addition there was a banner on both the mobile app and the website to tell me to not rely on paper billing. Telus does small print on a bill? 

[Darren_P]

I didn't see the notice on the December bill about expiring rewards.

Telus resolved the issue quickly and to my satisfaction.

[TELUS_Support]

Hi @Darren_P - all our communications are on the full bill but we will send you  a private message to help

[tatt00x3]

What is the typical response people are getting?  After the third agent and over 3hrs on the phone I got a $150 credit for a loss of about 250 points. Better than nothing but still disappointing. There sure could have been a better way of informing us long time customers that the points were expiring.  Maybe going back to paper billing is a answer.