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.

[Kdeines1]

As a TELUS retiree and so called Ambassador, I find this TELUS act appalling.  I only realized today that I was missing over 500 points.  I,  as many of the "Loyal" Customers above have been saving points for various reasons.  The early day there were actual items you could purchase and I was saving for one of the larger items.  I had over 600 points.  Now I have 97.  There was talk of Customers being notified...  I received nothing and ultimately had no chance of using the points I earned.  So I have to ask why TELUS was so basically sneaky in pulling the points.  Is saving a few dollars worth loosing Customers.  It wasn't in my day.

I would like my points back and I'm sure everyone else would as well.  Do the right Corporate thing and reverse the charges.

I am expecting a response to my complaint.  

Thank you.   Former AGT/TELUS employee.

[Kdeines1]

As a 37 year employee and now retiree and supposed Ambassador I am appalled that someone in TELUS decided to pull these points from their VALUED Customers.  I can see giving proper advance notification and allowing the Customer base to use up older points, but to put a NOTICE in fine print and basically say we did our part to let everyone know.  That in my mind is totally irresponsible.  I think this policy should be reversed, properly advertised the the affected Customers and points returned.  I like others had a fairly significant number of points (650+) and was also waiting to purchase something larger.  When I discovered the loss of points I had 97.  I think I may even said bad words.  So as an Ambassador I am going to do my best to escalate this.  I know I want my points restored.

[Dalyha]

That’s the part I don’t understand…. How on Earth Telus thinks that posting a tiny notice at the bottom of one monthly paper bill (which most people don’t even receive anymore) less than two months in advance of the expiry date is acceptable communication! To this date they have not posted any explanation on the Reward Points page and there have been no letters or emails to customers. This from a communications company! 

[MyTelus1]

I too was surprised tonight to find out I lost 344.08 points.  Like others, I'm on automatic billing, so it the amount was the same, I trusted Telus, and didn't necessarily look at my bill.  I would like my points restored, or the appropriate $344 bill credit.

Please message me.

[tatt00x3]

It took 2 calls with Telus to get my full amount of lost points put into a bill credit.  The first agent could only do $150 out of 250 points.  From reading others getting full credit I kept on trying with Telus support and got the rest of the points turned into bill credit. I suggest keep trying if you don't get all your points moved to bill credit on first attempt. The agents I spoke with were very nice to deal with, just took some time..

[Solar1]

Yes I Have lost closed to 300 points too for no reason, don’t matter how good the rewards catalogue looks like the Telus support reply said, that is totally wrong on their part, you want your customers collect more points so they can redeem for something meaning, to me that is stealing, we all need to air our concern! More action should be taken to get the reward points back by whatever means.

[Solar1]

Dear Telus, it came as a shock that all my Telus Rewards Points, a total closed to 300 points in my account the last time I saw it had disappeared. I am a senior with not so great eye sights, switching to electronic statements with regret, I read in this forum many customers are furious with your action that swiped away all the points without proper notice like email, text message etc.
I read one reply from the Telus support saying Telus has a better Rewards Catalogue, but what is the point if you stole all my points without say a word? Besides, you want your customers to collect more points so we can redeem for something more meaningful.

Something needs to be done to rectify this problem, especially for a loyal customer who gives you business in good faith, what you did is dead wrong. I need answer and get my credit back, period! Thanks.

[TELUS_Support]

Hello. We'll send you a private message to discuss further, thanks.

[Kdeines1]

So is it confirmed that you are providing a $469 account credit?

[SunDog]

How about you just GIVE THEM ALL BACK TO EVERYONE!!!!!

[JohnB1]

Hi there.

I logged in today and noticed there was a large number of rewards points missing from my balance.

I have not done any transactions that would reduce my balance.

Please advise next steps to get balance corrected.

Thanks

[WestCoasterBC]

This thread should give some clarity. 

https://forum.telus.com/t5/My-Home-Account/Telus-Reward-Point-Expiry/m-p/162486

[MJ1971]

I too am missing approx. 100 points and was saving up for something special that I had my eye on.  Telus encourages us to go paperless, and so we do, and then we don't get notifications that points are going to expire?  Shame on you Telus, its already bad enough that you've sold hundreds if not thousands of Canadian jobs overseas to Philippines and elsewhere in Asia, now you have to steal from your customers what is really just a drop in the bucket for your net worth.  I would really appreciate if you would private message me, thank you.

[Double07]

I was blow away today when I got an email telling me they have updated the TELUS Rewards Terms and Conditions and I have lost 308.47 points. Like others, I'm on auto pay and I just kept paying and was going to use the points now that they got built up. And this ridiculous "All customers were notified of the point expiry in advance of it happening." response is insulting. This is a bait and switch and is as good as stealing and I don’t think this would withstand a legal challenge based on previous loyalty rewards points scandals. What is the Executive Leadership thinking over at Telus, Hey, lets rip off our loyal customers a few hundred bucks each and they will forget about it? Do they realize there are other service providers. I need my points restored to an equivalent of $308.50 in the new system or an equal bill $$ credit.

[Colby83]

I would also like to speak with Telus support about this issue. I was shocked today when I went to go look at my rewards to see I was missing approximately 350 points. After googling the issue and seeing the EXTREMELY shady way Telus has attempted to rip off loyal customers, and then to try and justify it by saying everyone was notified with a BS write up on the bottom of a bill that you have to search to find. Absolutely deplorable behavior by Telus.   

[Colby83]

Update - was contacted by a Telus support team member and they rather easily applied a credit for the amount lost. Thank you to the support member who was willing to honour the removed points. 

[SunDog]

So did I. They first tried offering $100 credit but it was easy to ask for a full credit and they did.

It's just too bad I had to do any of that.

[Spazman1999]

I would also like to speak with Telus support about this issue. I was shocked today when I went to go look at my rewards to see I was missing hundred of points between my 2 accounts.

[Redclimber]

I just found out my points expired too after I was saving up for a special gift card. Now I'm only at 18!!!! Ridiculous! I would have used them up on something else if I'd known!!! I certainly did NOT receive an email about this and I'm VERY careful reading all of my emails. I've been a very loyal customer to Telus for many years, but now I'm strongly thinking of finally moving on to another company who doesn't cheat their customers. Please Telus support- what can be done about this? It is obvious you have failed proper notification for many of your customers. 

[Zxccbn83]

Logged into redeem my points and found that they have stolen them from everyone.  It’s not ethical to take points away and only notify in the small print on a bill. Or maybe send one wee email amongst the multiple spam and junk that gets sent monthly. 

Nothing like corporate greed to drive consumers out the doors to competitors. I’ll be shopping around to competitors.