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Business Profile

Data Systems Consultants

Twilio

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Systems Consultants.

Complaints

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

Find a Location

Twilio has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 63 total complaints in the last 3 years.
    • 27 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/10/2023

      Type:Order Issues
      Status:
      Answered
      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:
      Answered
      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

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