ComplaintsforTwilio

• Initial Complaint

  02/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Twilio limited our outgoing SMS WITH ZERO notice despite the fact that we were following all of the policies. This is in reference to request# ********

  Business response

  02/07/2024

  Hello ****, thanks for reaching out and I apologize you are facing these issues. I am from Twilio's escalation team and I found the existing ticket number you mentioned #********. We'll continue communication and helping you resolve the issue through that ticket. 

  Customer response

  02/07/2024

   
  Complaint: 21258918
  
  I am rejecting this response because: I have followed Twilio's requests and service has still not been restored. 
  
  Sincerely,
  
  *********************

  Business response

  02/09/2024

  Hello ****, we thank you for continuing to work with us to resolve the matter on ticket number 15505492. If any further issues arise, please let us know and we'll continue to work with you through the ticket.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Odd Twilio app behavior; representative does not seem to understand my concern about a device that I did not authorize using my account. She is explaining how to add a device when that is currently the opposite of what I am in need of. Very strange.

  Business response

  01/05/2024

  Hello there BBB.

  Thank you for the notification, we will reach out the customer on the internal ticket **********

  Customer response

  01/08/2024

   
  Complaint: 21103117
  
  I am rejecting this response because:

  Customer support reached out on the ticket and stated a solution that was not related to my inquiry.

  I then had to be transferred to another member of the customer support team to answer the actual question that I had asked.
  
  Sincerely,
  
  *******************************

  Customer response

  01/08/2024

   
  Complaint: 21103117
  
  I am rejecting this response because:

  Customer support reached out on the ticket and stated a solution that was not related to my inquiry.

  I then had to be transferred to another member of the customer support team to answer the actual question that I had asked.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This complaint is in regards to the Authy app by Twilio.I sent customer support a message about some issues with the app. I was asked by the representative if I could take any screenshots of the issue. Due to security policy, screenshots are not allowed to be taken of certain aspects of the app.This is quite concerning, considering the employees should have knowledge of the app and its' security measures.

  Business response

  12/20/2023

  Hello Team,

  Thank you for reaching out to us.
  I have acknowledged this escalation and have found a support ticket from the customer with ********************** Support pertaining to this. I will continue to work with the engineer on this and have a response sent out to the customer as soon as possible.

  Regards,
  ******* || Escalation Manager - Twilio

  Customer response

  12/21/2023

  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

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company called Twilio ************** *** keeps calling me from different landline numbers and I know that they are huge scam artist forever and Im the Donot Call List forever.

  Business response

  12/19/2023

  Hi *********,

  Thank you for reaching out to the Twilio team to report this situation. I'm *******, and I work with the escalations team.

  I've created a ticket in our system: #********, using the same email you used for this complaint: *******************.

  Please, use that ticket and thread to continue our communication.

  Thank you,

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have canceled my account, requested all of my mined data to be deleted, and multiple times I have unsubscribed from all communications. I am STILL being sent emails regarding my account.1. I want confirmation that my account is closed, erased, etc.2. I want confirmation that all of my data is deleted.3. Stop. Emailing. Me.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They limited my account because of a security issue they said they found, but I have fixed and did all the steps they wanted me to do, and was promised these restrictions would be removed off my account, yet they continue to not respond to me and its costing my business money. Switching providers with my complex system would cost too much money so the only thing I need is for them to respond! I have been reaching out for MONTHS and quite honestly to no respond in my ticket #******** I call text, and email them and they respond with other tickets saying they promise they will respond to my issue but they never do! Its been over 6 months and they have NOT fixed this issue on my account. And they continue to charge me for the services even though my account is limited even though I did all the steps they needed me too, have been super patient, but they just never respond!

  Business response

  12/12/2023

  Hi there,

  I am writing from Twilio's Escalations team. I'm so sorry for the delay in response. We are currently reviewing the ticket in question and will engage with the right teams to get a resolution here. We do apologize for the troubles and ask that you please be on the lookout for a response to that ticket before the day is over. We thank you again for your patience. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, very disappointed with *******. We have historically used twillio to send out texts to people in our software system who expect them and rely on them to do their work. That bein said, about 6 months ago, without any form of notification, disabled our accounts ability to send messages by making their delivery fail but continued to charge us!!! We tried to fix this by going through your process which makes no sense by the way sense its not a campaign its reach out our to contracted individuals!!! not sure whats going on here but very disappointed. Please refund all chargesfrom the past 6 months which you fraudulently charged (billed, pretended to send, blocked delivery). And fix this issue asap. Likely wont be with ******* long after how horrible this has been but should still do the right thing...

  Business response

  12/18/2023

  Hi ****, 

  Thank you for reaching the escalations team. I have created ticket #******** and sent a message to your email: ********************.

  Can you please check your email and verify the information we need to continue assistance. 

  Please, forward any future responses in that thread.

  Thanks,

  Customer response

  12/20/2023

   
  Complaint: 20977957
  
  I am rejecting this response because:

  This has been done. If you are able to resolve this via email feel free to respond back here and can close it out. But at this time unresolved.

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

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a account with ******************. I have been with them for years. Recently had a problem back in june and probably further back without my knowledge. I own a photo booth business and have customer send photos to there phones sometime it work sometimes not. Recently twilio rejected my number and its been a nightmare for any kind of help. Its all automated and no customer service VIA phone all i want is my stuff working again. They have a number but it say something robotically and hangs up. WORST customer service i have EVER had! I haev tried and tried and TRIED to get the number approved NO LUCK and no the wont fix it or help via phone. So im will be suing them for lost wages if i dont get help soon. I am calling my lawyer on monday to see what can be done. Impacts on my business. Customers dont trust us any longer cause photos can no longer get to customers. Also customer no longer trust that they will get there photos any longer.

  Business response

  11/12/2023

  Hi Will, 

  The escalations team has received your complaint. 

  We will continue to work on your request through the existing support ticket #********.

  Thank you,

  Customer response

  11/13/2023

   
  Complaint: 20860581
  
  I am rejecting this response because:
  
  Sincerely,
  
  Will Cropper

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2023-04-19, 10:32 AM, I responded to the Twilio request to update our account to support a new federal communication compliance request. The request was to update our business names/campaigns.We updated and provider the requested information, Between the initial request data, over 6 months has past and as well six support ticket created as Twilio closes out tickets without a resolution. Twilio requests that we keep deleting and recreating these campaigns. We have communicated a variety of time that we are following Twilios exact needs and in fact we communicated that we will delete and recreate the exact same campaigns to support business verification.This process requires a fee each time a verification is requested and Twilio continues to charge for this as well bill for the service that is not offered to us as Twilio continually prevents business verification.We have spent over 6 months in good faith to get this resolved. This lack of Twilio to support our business verification has materially impacted our business. Ticket History IDStatusSubjectProductBusiness ImpactSubmittedLast Update ******** OpenUS A2P 10DLC - Message from an Unregistered ********************** (Degraded)2023-09-12, 10:30 AM2023-10-27, 9:40 AM ******** ClosedUS A2P 10DLC - Message from an Unregistered NumberProgrammable MessagingP1 (Critical Outage)2023-09-01, 10:05 AM2023-09-18, 2:07 PM ******** ClosedUS A2P 10DLC - Message from an Unregistered NumbeAccount AdministrationP2 (Degraded)2023-08-28, 11:39 AM2023-08-28, 1:45 PM ******** ClosedBusiness registration ID type: XPC WaterProgrammable MessagingP2 (Degraded)2023-08-25, 7:32 AM2023-09-19, 2:09 PM ******** ClosedUS A2P 10DLC - Message from an Unregistered NumbeProgrammable MessagingP2 (Degraded)2023-08-25, 7:23 AM2023-09-22, 10:03 PM ******** OpenUnregistered 10DLC Message FeesProgrammable MessagingP3 (General)2023-04-19, 10:32 AM2023-10-27, 7:21 AM

  Business response

  11/06/2023

  We have received the complaint and we will be working on it internally with the customer.

  Customer response

  11/07/2023

  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

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  *(Zipwhip/Twilio= The crooks)Service stopped being rendered as of 10-4-2023.The crooks continued to charge on 10-15-2023 for prepayment service.The crooks drug their feet in getting back to me on billing questions. The crooks make up terms of service as they go along not advising customers of these terms that customers do not agree with. The Crooks refuse to cancel service. The Crooks will be pulling more money off of my card. I am unable to remove my payment card from their system. I am requesting a refund. of my Payment of $21.72 and to not have my card further charged. If it is then I am requesting a refund of *****

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