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Initial Complaint
07/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I deposited $100 on Twilio after being told I'd have to do that to use a sync with their email provider, Sendgrid. When we didn't use our Sendgrid account after a few months, they deactivated the account and their solution is to make a new account which does not tie to the account with money already in it.After making it deliberately obtuse to get the money refunded, they gave a process to get it refunded that included deleting the account. They then allegedly refunded it to an old card which is no longer active. When this was pointed out, they refused to do anything different.It has been a hideous experience dealing with their customer service and I strongly believe this is meant to siphon additional money from customers.
Business response
08/04/2024
Hello BBB team,
We have worked with this customer on our internal ticket - ********. Refund was processed and a solution was provided to the customer.
We'll continue to see how best to resolve their concern.

Customer response
08/05/2024

Complaint: 22038005

I am rejecting this response because: The refund was issued to a maxed out card which has been closed for six months. They claim it went through, it didn't go through me, there is no way to retrieve it and no way to confirm it occurred because, again, the account is closed. Their support is utterly incompetent and has no awareness of how banks work.

In summation: They made me deposit $100 to open this account. They then closed the account with money in it due to "inactivity". After taking days to get them to even admit there should be a refund, they processed a refund without any heads up and sent it to an account that no longer exists. It's been the definition of idiocy dealing with them and their form emails.

Sincerely,

*****************************
Business response
08/05/2024
Hi team,

Thank you for sharing this information with the escalations team. We are currently reviewing the customer complaint and coordinating with the relevant internal members. We will communicate the next steps directly to the customer through the existing support ticket: 17703715.

Best regards,
Customer response
08/09/2024
Better Business Bureau:

The business offered a remedy. The refund hasn't cleared yet (attached) so I'm not entirely done with my issue with them but I appreciate your support helping them actually try to figure it out as opposed to shrugging their shoulders at the issue.

Sincerely,

*****************************
Initial Complaint
07/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Ticket No :- ******** I am writing to file a formal complaint against Twilio **** regarding their handling of our account suspension, which has resulted in significant disruption to our business operations.Incident Summary:Account Suspension:Our Twilio account was suspended without prior notice, which caused an immediate disruption to our services.Upon receiving the suspension notice, we provided Twilio with all requested information, including a detailed description of our use case, verification of our business details, and a list of any previous accounts.Despite our prompt and comprehensive response, Twilio declined to reactivate our account without providing specific reasons for the suspension.Impact of Suspension:The suspension of our account resulted in an outage that lasted for over a week. As a business that relies heavily on Twilios services for customer support, this disruption severely impacted our ability to serve our customers and maintain our operations.Phone Number Porting Issue:After deciding to switch to a new service provider due to the unresolved account suspension, we initiated a port-out request for our phone number.Twilio approved the port-out request; however, they have not released our phone number to the new carrier, despite multiple follow-ups.This continued delay in releasing our phone number has further exacerbated the disruption to our business operations, leaving us unable to provide essential customer support.Desired Resolution:Immediate release of our phone number to the new carrier to restore our customer service operations.A clear and detailed explanation from Twilio regarding the reasons for our account suspension.Compensation for the disruption and losses incurred due to the prolonged outage and the handling of our account suspension.Conclusion:We have been patient and cooperative throughout this process, but the lack of resolution and communication from Twilio has forced us to seek external intervention.
Business response
07/17/2024
Hello BBB team,
We are working with this customer on our internal ticket - ********. Refund is already processed. I will reach out to customer on same ticket about porting request.
Thank you,
Customer response
07/17/2024

Complaint: 21949758

I am rejecting this response because: we brought 3 vanity phone numbers and we ported in those numbers to Twilio now twilio is not releasing the numbers and they rejected the port out request which is against the *** Terms and Conditions and due to this situation our phone lines are not working since 3 weeks now our business is impacting as phone lines are not working. and refund Twilio processed was available balance left into our account they did charged our credit card even after suspending our account. we are in touch with our attorney for further action.

Sincerely,

*******************************
Initial Complaint
07/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Twilio is a totally unprofessional platform. Businesses depend largely on Twilio for SMS marketing and my tech company has a native integration with Twilio. Therefore they are pretty much the only option for setting up SMS campaigns for my clients. Twilio froze my account for NO reason and sent me a series of questions to answer. After going back and forth with them for several days they didn't unfreeze my account and they did not give a reason. They need to have some sort of transparency about their reason so they we can work to resolve the problem together seeing that they are the only option my tech platform integrates with. They are significantly hurting my business and I can't reach anybody over the phone or chat. They only have an email address.
Business response
07/02/2024
Hi Team,
The reason for the denial of ********************'s account activation with Twilio is primarily due to several red flags identified during their vetting process. The key points that contributed to the decision include:

1.Lack of Complete Information: Despite multiple requests, there were delays and incomplete responses regarding the specific use case and the necessary public verification of ********************* with the stated company.
2.Association with Multiple Accounts: The account was connected to other accounts with multiple IP logins from different countries (***** and the **), raising concerns about potential misuse or fraudulent activity.
3.Use of Free Email Provider: Using a free email provider rather than a corporate or more verifiable email domain contributed to the risk factors.
Thank you,
Customer response
07/06/2024

Complaint: 21929324

I am rejecting this response because:
Twilio is falsely stating that they made multiple requests and it took me a long time to provide the requested information. That's not true. Furthermore, they say that there were logins in other countries such as ***** which means there was fraudulent activity. That is most ridiculous statement seeing that their customer support is in *****, Phillipines and everywhere except *****************! My developers are located in ***** and therefore they access my account to set up workflows and tech automations. I explained very specifically what I planned to use Twilio for. I have attached a screenshot of exactly what I said for reference. And then I was the one that followed up with them after not receiving a response. And then once they responded they asked me the same questions again because they must have someone who doesn't pay attention to detail looking at the emails because they missed all of my answers and said they didn't receive the response. In my original response that I sent them within 2 hours of receiving the request from them, I copied their original questions and then typed my answer next to each question for THEIR convenience. Please view the screenshot attached. They responded back and said they never received a response. How ridiculous? Twilio must have non native English speakers and staff working in other countries, yet they use the reason that I had logins from locations in other countries as an indicator that there was fraud on my account. So is it fraud Twilio that your staff are all overseas? No, that is not an indicator of fraud so why would you make such a ridiculous statement? A company of this size should not be able to get away with having terrible logistics in place for account review and compliance. There should be competent people working in this departments. People such as myself use Twilio for our livelihood. I am a developer and I have clients all over the world and we are using Go High Level to build out our client's software solutions, CRMs, and websites. My business is affected by this because my Go High Level account only integrates natively with Twilio and this is keeping me from being able to set up SMS campaigns for myself and my clients. I am taking this very seriously. They have not provided a legitimate reason for freezing my account. Everything they mentioned is either false or doesn't make sense. If nobody from Twilio reaches out to me to resolve this, I will file a complaint with every other agency including the Attorney General and U.S Consumer Protection Bureau.

Sincerely,

******* Milan
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been getting swamped with spam text messages on a daily basis, anywhere from 40 to 100 messages. As you can imagine, this is very frustrating. I keep blocking the numbers individually and reporting them as spam. Then, another round comes in from completely different numbers. I reached out to my provider, and they indicated the messages were coming from Twilio. I have been trying to work with Twilio Support to get this to stop. They say they are working on it, but nothing is improving. This has been going on for over two weeks now. These messages can come at any time of the day or night. I am requesting all communications VIA text and phone to stop immediately.
Business response
06/26/2024
Hello ***,

********* here from the escalations team. I sincerely apologize for the inconvenience caused by the unwanted messages you have received. I would like to clarify that Twilio is not sending these messages directly. Twilio serves as a communication platform where businesses can purchase a number and use it to contact their customers.

I have noticed that our fraud team has already implemented additional blocks to prevent these messages from reaching you. As previously mentioned, we strongly recommend opting out of unwanted messages to avoid further occurrences. To stop receiving these messages, the standard method is to respond with "STOP." Various organisations may also recognise commands such as "QUIT," "OPT-OUT," "UNSUBSCRIBE," or "CANCEL." However, unless otherwise instructed by the sender, replying with "STOP" is the most reliable way to ensure you are unsubscribed.

Additionally, please be aware that most of these messages are sent only after obtaining consent from the end customer, either in writing on a website or verbally during a purchase. To avoid this situation in the future, it is advisable to be cautious about sharing your consent or your phone number.

Thank you for your understanding and cooperation.

Best regards,
*********
Initial Complaint
05/24/2024
Complaint Type:
Billing Issues
Status:
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.
I attempted to sign up for their service and when I logged in, I received a message. I was told that I would not be allowed to use the service as my account had been flagged and closed. It was a completely new account and it was the first message I received when I logged in.I was denied service by this company for no legitimate reason as soon as I signed up for their trial. I would like to actually use the service.
Business response
05/24/2024
Hi *******,
I sincerely apologize for the frustration you've encountered while trying to sign up with Twilio. I completely understand that this has been far from an ideal experience for you, and I want to assure you that we're here to help find a resolution.

To better assist you, our Escalations team would like to have a conversation to understand more about the issues you've faced. Could you please let us know a convenient time for you (including your time zone) for us to call, as well as the best number to reach you at?

We're looking forward to hearing from you and working towards a solution.
Sincerely,
Twilio Escalations Manager
Initial Complaint
03/23/2024
Complaint Type:
Billing Issues
Status:
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.
3 weeks ago I signed up for an LLC account that required a A2P messaging and I neede to get approved. My LLC and got rejected as they need an EIN which I don't have. So I then created a Sole Proprietorship account - that got approved. But when I created a campaign I got rejected because here they need an EIN - why I don't know. I had 5 support agents tell me different things and after $24 in payments without using the *** feature I'm still in limbo. The recent agent comment says I should file under LLC which contradicts the first agent and yes - that's another $15 fee. This is just a harass and take your money scheme.
Business response
03/23/2024
Hi *******,
We are reaching out from Twilio's Escalations team. We're sorry to hear about the troubles with getting started. Please see our most recent reply in your support ticket, #******** and connect with us there. We want to make sure to connect you with our product experts who can guide you with the registration process.
Initial Complaint
03/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I pay these guys for a service and my account was verfied last year, now for some reason it isn't verified and its costing me 1000's of dollars a day and i can't get a hold of them and the people that respond act like they don't even care. I think they are harrassing me and targeting me. Just verifiy my account so i can move on with my buisinesss. They need a phone number or a chat thing so you can actually talk to someone. its a joke.
Business response
03/18/2024
Hi *****,
The Twilio escalations team has received your request and will work in the existing tickets #******** and #******** to verify if the review for ************ can be further expedited.
Thank you,
Initial Complaint
03/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Twilio support team is the worse support team I have ever dealt with in my life. They do not have a number you can call to actually get in contact with a real person. They have you email them but take days if not weeks at a time to respond. They dont always even respond at all and for a service that basically does all it support through email its absolutely disgusting that they dont respond through email well at all. Paying them money is almost as if your giving it away because if a problem occurs they are of no help at all. Worse support team for any company that is at this level. Its deplorable and truly horrible how twilio treats there users. Its embarassing
Business response
03/01/2024
Hello there,

We will be working internally on the support ticket : 15723258.
Initial Complaint
03/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ticket ********. Our account has been suspended for days now, it's been almost 3 days since updated information was sent to support and no-one is responding to our queries, this is crippling our business and no-one seems to care enough to even bother replying to us
Business response
03/01/2024
Hello ****, we are sorry to hear about the issue you are encountering. We have alerted the support team concerning your ticket ******** and we will continue working with you on a resolution on that communication thread. Thank you.
Customer response
03/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
02/27/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Scammers Scammers Scammers i'm tired of y'all stop calling my phone. Spoofing a number doesn't work with me. I also received a fraudulent text about a **** card from twilo
Business response
02/28/2024
Hi ******,
I apologize for the inconvenience you've experienced. I understand your frustration with the unwanted calls and fraudulent text messages. Please be aware that Twilio, as a communications platform, does not directly send SMS or make calls to customers. Companies utilize Twilio's services to reach their customers, but in many cases, the phone number may be shared by the end user who has provided consent to receive such communications.
In order to further investigate and address this issue, we have created a internal support ticket 15728629 and sent you email requesting few details to investigate this issue. I request you to kindly respond to our email to work on this further.
Thank you,
Customer response
03/02/2024
The scam number had called my phone 3 days straight. Thanks for being diligent taking swift action against the scammer. I received no calls today, i'm it'll stay that way.

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