Complaints

This profile includes complaints for Twilio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Twilio

  101 Spear St San Francisco, CA 94105-1559

• 

  Twilio

  501 Folsom St First Floor San Francisco, CA 94105

• 

  Twilio

  645 Harrison St 3rd Floor San Francisco, CA 94107

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Twilio has horrible customer service and has been delaying the release of very important SMS verification for our business for over a month. We have been trying to contact them nearly daily and the support is a scam. The support costs money to even get, and if you don't spend money they do not prioritize you at all. In addition to their money grab scheme, their support is useless and keeps telling us that we are a "crypto business" although we have nothing to do with crypto. Avoid Twilio and use another service if you want to send SMS/Text in the US, they will waste your businesses time and resources!

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an app that uses Twilio for their service. Out of nowhere several months into its use they Said I owed money so I depoited $400. The next day again it showed I was short and deposited $400 . The following day again it showed me in the negative and the entire time my customers were blocked from downloading my app which cost me more money. I spoke to my app company and they said they had other customers complaining about the same thing. I would like them to make it right and they should not be allowed to continue in business.

  Business Response

  Date: 09/13/2023

  Hello Team,

  Greetings!

  Sincere apologies for the delay in response here. We understand this must be frustrating!

  As a first step, I have found #******** related to ********************* (Customer). I have engaged an expert here, and they will be reaching out to the customer as soon as possible. Furthermore, I will also continue to monitor the case as things progress.

  Regards,

  Escalation Manager - EMEA

  Twilio Support

   

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not relate my phone number. Twilio International took over my phone number. I now cannot get it back. They do not have phone access - only web access. Because I did not authorize or create the account, I do not have an account number or email. without this information I cannot contact support on their website. I want Twilio service on my phone number stopped immediately.

  Business Response

  Date: 08/23/2023

  Hi BBB team, 

  We are acknowledging this escalation and complaint. 

  This is being reviewed by our Escalations team, and a response for the customer will be given at the earliest. 

  We have identified a ticket that is related to this customer's complaint and will work to help and assist the customer on this.

  Thank you,

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20513300
  
  I am rejecting this response because:

  Please see attached email from Twiio indicating "they have received a signed letter of authorization" the documentation they needed.  They indicate "the account owner of the number authorizes Twilio to port the number." I have requested a copy of this "authorization" and have received nothing.  They have provided no indication who this authorized owner is or when they received his authorization.  They have provided no information about what a "letter of authorization is" or how they go about ensuring they are actually dealing with the "owners" of phone numbers.  I was the sole account holder for this number since ****.  This is a load line I have had in my house for 20 years.  Someone transferred the phone number from Century Link without my authorization. How does this happen?

  I am seriously concerned this is a scam.  Each response about my complaint is from a different person with a first name only - no last names, titles, email addresses, Twilio corporate information or logo.  Will be contacting the state agency that regulates telecom utilities next week.  

  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/19/2023

  Hi team, 

  Thank you for reaching out. This will be handled internally with the Legal and Support team to determine next steps according to the current status of the customer's complaint. 

  Regards,

  Escalations Team

• Initial Complaint

  Date:08/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon immediate sign up for a service I have never used before, I received an email "We have reviewed your account and have determined that Twilios services cannot support your account at this time due to one or more of the following: Violations of Acceptable Use Policy Violations of Twilio SendGrid Email Policy Accounts with unresolved billing issues Inability to verify provided information "I have not used this service before, so I contact them. Accord to ******* (SendGrid) Aug 13, 2023, 10:08?AM PDT "We did a thorough verification and unfortunately after careful review, we have determined that our platform is not a good fit at this time and your account will not be activated.""Twilio SendGrid leverages many different verification techniques to reach a decision. For more information on how we reached this decision, please review the following documents: Acceptable Use Policy Email Policy"So I am being accused of violation of policy for a service I just signed up for, so I contact ******* again. To be told "At Twilio SendGrid great care is taken when it comes to new sign-*** to ensure ongoing compliance with our Acceptable Use Policy and our Email Policy. This process is carried out to make sure that everyone is using the platform in accordance with existing policies and regulations. "Again, no information just accused. I am not even allowed to dispute it. I am not sure what is going on, getting help is impossible at this point and per the *** I asked for escalation. I want to know why since I merely just signed up and I have not done anything.

  Business Response

  Date: 08/23/2023

  Dear BBB (********************):
  

  We are in receipt of your correspondence dated August 13, 2023, regarding the above-referenced matter. After further review, we have confirmed with Twilios SendGrid Consumer Trust Support team that **************** attempted to sign up for a SendGrid account on August 13, 2023. At that time, Twilios SendGrid Consumer Trust Support team determined that our platform is not a good fit at this time for ****************, informing **************** that his account will not be activated. Twilios SendGrid Consumer Trust Support team also advised **************** to review Twilios Acceptable Use Policy and Email Policy. Again on August 13, 2023, **************** requested escalation of the matter per Twilios Terms of Services; however, since Mr. ******* account was denied, *********************** Terms of Services do not apply, which was communicated to **************** on August 21, 2023. In that same August 21, 2023 communication, Twilios SendGrid Consumer Trust Support team provided the following guidance:
  

  If you further wish to use an account with us, you can try to create a new account here: ****************************. Please recreate a new account, but bear these details in mind:
  Use preferred business domain
  Do not use VPN, proxy or related
  Do check our Acceptable Use policy and Email policy.
  Acceptable Use Policy
  Email Policy
  

  We believe this resolves Mr. ******* complaint and as such are closing our file on the matter. Please confirm the same from your agency.
  Sincerely,

  Twilio Legal

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When it comes to sending out text messages, I find Twilio to be a more cost-effective option than my Point of Sale system, Vagaro. However, ****** charges more for the convenience of using their platform, even though they may also be using Twilio. Recently, I tried to use a Twilio API developed by a third-party developer to send text messages to my customers, but my account was suspended as a result. I've been attempting to reach out to Twilio for assistance, but I keep getting the runaround. Their support team is not live.

• Initial Complaint

  Date:05/08/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had worked for years with a company ZipWhip which was purchased by Twilio. We were informed that we needed to move services from Zipwhip because that platform would no longer be supported. When we switched providers, we informed Zipwhip that we went ahead and changed providers because we had to since they were being bought by Twilio. They continued to bill us month after month after month even after we told them to stop. They said we did not do their "cancellation process" to cancel. Unapologetic and shady company.

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** sent an email saying they were changing their **** and if I didn't agree then I wasn't allowed to continue to use their services. I emailed them back saying that's fine; delete my account and my email and all my data from your servers and just leave me alone.It's been months and about a dozen messages and they still harass me with emails whilst I am technically disallowed to use any of their products because I do not agree to their ****.I demand they delete all my information from their servers and stop emailing me.

• Initial Complaint

  Date:03/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an unsolicited call from ***************** wherein the automated call (posing to be a real person) merely said "Hello? Hello? I can't hear you. Hello?". I believe the intent of this call was to surreptitiously gather data about me without my consent. It lists clearly in your FAQs that one must "Obtain the consumers prior consent, as required by applicable law or regulation", but this was certainly not done in my case.

• Initial Complaint

  Date:01/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Non stop spam calls please stop

  Business Response

  Date: 01/11/2023

  Hello Team,

  We have verified the customer details and could not find any relevant case with regards to this reported issue nor the contact number is registered in our system. Appreciate having this customer raise a ticket with us ************************ with all the details to help them as appropriate, please. 

  We have raised an internal Escalation ticket ******** to track the progress of this complaint. 

  Happy to Help. 

   

  Regards,

  Twilio Support Escalation Manager 

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18715663
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/14/2023

  Hi, we have created a support ticket ******** to investigate this issue ; a support agent will reach out to you for further investigation. Thank you 

  Kind regards, 

  Twilio Escalation Management. 

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a customer with ********************** for many years(have using Authy before they acquired Authy, then merger into Twilio), recently I received an email from Twilio that asking me to complete company details, otherwise my account will be terminated due to non-compliant.Since I'm an independent developer with no company linked, I submitted a ticket to them: #********.Unfortunately, the communication process is full of confusion.Firstly, I told them my situation, explained why I can't provide company details and asked for help, but they still asked the company details as the response.Then, I had to repeat my issues. At this time, they replied with 'waiting for team to conduct review', and then they told me I didn't pass the review, without explanation. I was very angry, since two rounds of communication with no useful help & explanation, I asked to escalate case to their manager. Then a manager followed up my case and replied with they stop supporting individual accounts in *****, still, without explanation of why.I kept asking of why, and asked what if I change phone number bind with the account from ***** to another country if the matter is about *****. Also, I noticed their notification email wrote as 'according to the local regulations' in *******, but didn't mention the same thing in English version, so I asked why and asked for the details of the so-called 'local regulations' which they need to obey, so that I can check it further.Next, the manager replied with Twilio is intended for business/professional customers and not individuals, no more explanation of my questions previous asked, it caused new questions and more confusions.I'm angry and tired of this case, since they always don't provide explanation details, that's why I decided to file a complaint on BBB.I hope they can solve my problem and/or provide explanation details of questions I asked.

  Business Response

  Date: 12/19/2022

  
  Hello *****,

  
  Thanks for reaching out. This is *****, from the Escalations Team.
  
  I have been notified about your complaint request.
  
  I am sorry to hear of your experience with our customer support service, and I am here to make it right for you.
  
  Please allow me some time to review the ticket you mentioned with the appropriate teams, and to verify if we can offer you a better resolution, and provide answers to the questions you raised.
  
  I understand the process took already long, so I ll do my best to come back to you in a reasonable time.

  
  Thank you for your patience,

  
  
  *****
  Escalation Engineer