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.

[Dex5]

I was just offered $100. I lost 135 points, which according to Telus were worth $1 in their past documentation. I told them I expect $135 and am waiting for a response from them.

I also am reasonably sure there is consumer protection/ legislation against this and why AirMiles had to reverse their actions.

[Dex5]

I just finished with Telus. I am supposed to get a dollar credit per point on my next bill.

FYI, only Ontario has any consumer protection against this sleazy business practice and it is not very strong.

[Cattree]

Well, just signed into my account and noticed that about $140 worth of points were missing.  This is so disappointing.

We receive notification that our Telus bills are ready, so to speak, via a monthly email and then it is paid automatically via the credit card.  The bill total in the email is ALWAYS the same so there is absolutley no reason to go to the website and download a bill.  Why would I if it never changes month to month to month to month.

The emails that were received had NO NOTIFICATION or mention that the rewards program was changing.  It wouldn't be that hard to include one line in the email.  Just one line.  The amount of money that this will save Telus is, for a lack of a better word, unbelievable.  Years of saving gone in milliseconds.  It is unfortunate that a mega company like Telus thinks that message at the end of a bill in 7 point font size is a good way of communicating.  This also does not make the experience better.  So, in the end I'll admit that I didn't see the message as I stated above, but Telus really could have done better.  Thanks.

[LindyLou]

I was shocked at losing around 130ish reward points. I just called Telus today and they gave me a $150 credit. I was ready to leave Telus if they weren’t going to compensate me for the loss. They had to redirect me to loyalty as the most customer service could do was $50. I explained to loyalty that I received zero notice since I use the app to view bills and never download them. I also said, nicely, that it was a dirty move to pull that off. It didn’t take much convincing as I’m sure many complaints were made.  I’m content with the outcome. Call them!

[LindyLou]

CALL THEM! I just got off the phone with Telus about my 130ish missing points. All cust service could offer was $50 credit so they put me over to loyalty. I explained that I received zero notice as I only view my bills on the app and do not download the bills which it seems is the only place they disclosed what they were about to do. The tiny print at the bottom of a bill is not reasonable even if I downloaded them. It didn’t take much convincing and the gave me a $150 credit on my bill. I am content with that but do wish they never did that in the first place. 

[burnabyguy]

Bravo Lindylou

[Cattree]

That's great LindyLou!  I think I'll call this weekend and see what happens.  I'm not sure what happened to  @TELUS_Support but they seem to have vacated here and don't seem to be replying anymore or helping customers. 

Funny thing, I sent a message to Telus via X.com and they said 'they are aligning their program with other points programs like Nordstrom as it is what the industry is doing" and then Telus asked if I wanted them to check how many rewards points I have in my account.

[TELUS_Support]

Hello! We haven't vacated anything. We'll send you a private message to discuss further!

[BrentEh]

I just logged into my rewards account and noticed 100+ in missing points. I have been saving these to receive 2 gift cards. In my view - these loyalty rewards were essentially stolen. There is no record of them being removed or redeemed and no one contacted me about the status of these points. I would love for someone from the Telus Official Support team to reach out to me on this. It is a completely unacceptable business practice. 

[TELUS_Support]

We can send you a private message for sure, be on the lookout.

[BrentEh]

Thanks - I look forward to hearing from someone. 

[TELUS_Support]

We sent you a private message, thanks.

[BrentEh]

Thanks! Just waiting for the link.

[BrentEh]

I'll give credit where credit is due - thank you for making this right Telus Support.

[DandJ]

It sure would be nice for them to apply their approach unilaterally to everyone rather than picking and choosing. I am still waiting to be contacted but crickets.... Had a $100 credit applied but that is a far cry to compensate me for the points I lost.

[ChrisW1]

This is crazy! I had hundreds of points saved up and was planning to make a larger purchase. You took the points without proper notification—unbelievable!

[ChrisW1]

Telus, could you reach out so we can discuss this? I thought this program was meant to reward loyalty.

[Fisherguy]

I learned of this underhanded move about the "telus rewards" on a FB group and sure enough I saw I'd lost points too.

I started a chat about this and got call back pretty much right away. (It's a miracle!)

I lost 271 points, he tried giving my 50 cent credit for each, I told him it should be a dollar each. He put me on hold and came back and gave me the $271 credit.

He said I get reward notifications by email, when I told him I don't he checked and verified I'm not getting them and added me to the 'email list'.

I can only imagine how many customers are losing hundreds of dollars of points and not knowing it. Seems pretty sleazy TELUS!
Telus is not the same company my wife and I (and my dad) worked for for over 35 years.  BCTel didn't treat customers like this!

[Dalyha]

That's great that you were able to get all your points refunded as a bill credit. It definitely pays to be persistent. Telus should be doing this for all customers who had reward points suddenly disappear without warning.

[Leftyslidey]

Why are they not crediting everyone equally?  It should be dollar per point.  I was told I had 191 points but that they would only credit me $150.00.  Others have posted about credits that were even less.  Very poor customer service!!

I too miss the good old BCTel days.