ComplaintsforTwilio

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company Twilio is the current owner of the service Sendgrid.Through Sendgrid we have received a non stop deluge of spam every single day for the past month. There appears to be no end in sight as no matter how many reports we have sent this company the very same spammer and the very same links, same text, same contents arrive. It is our believe at this point that Twilio/Sendgrid has absolutely no control over their network, their software or the services they offer and are basically operating a non stop spam operation willingly. It should be noted that this is illegal under the CAN-SPAM ACT and can levy fines upwards of 40k per email. As the emails are being sent not by a random spammer but by Sendgrid and it's services itself the actual violator of this law is in fact Sendgrid.We ask that the company cease allowing spams to be sent to my email address in direct violation of the law. We are taking this last step before we obtain an attorney and file a direct lawsuit against this company for willful violations of the law. It is our hope that this spurns some type of mitigating action on the part of the company to cease allowing such flagrant abuse of it's network.

  Business response

  10/04/2022

  Hi ******, 

  Thank you for your time.

  My name is *****, from Twilio Support Escalation Management. 

  Firstly we would like to sincerely apologise for the inconvenience caused due to this issue. Please note your issue is already escalated and we want to assure you that we are here for you. 

  We looked into your complaint in detail and would like to confirm that we have already had our Support Engineers respond to you on ticket ******* ; from looking at the ticket the support team has used the information provided in your last two reports to locate the accounts from which the unwanted emails originated. We have unsubscribed you from these senders as well as proactively removed you from the email lists of all accounts we found to be linked.

  Request you to kindly refer to Twilio Support Ticket ******* and let us know if you are still seeing similar issues .. would also request if you could respond on the support ticket directly for faster communication with our dedicated teams.

  Looking forward to your response, 

  Kind regards, 

  ******* ************************* (*****)
  Escalation Engineer - APAC - Twilio 

• Initial Complaint

  09/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on reverse numbers look up Twilio is responsible for for calls numbering of 30+ calls per day between 7AM and 10 PM at night, as well as text message advertisements which are Violation of the ************** no Call List which includes Texting.I am on the National no call list for all of my numbers, as well as the ************** No Call List, Twilio is selling lists with my numbers on them for marketing purposes, this needs to cease immediately, as well notify whomever they gave my information to in order to have them redact my information, these excessive phone calls 7 days a week is harassing, unneeded, and unwarranted they should have never occurred. Their website has a form to web=doc to fill out if they are calling and you want them to stop, pint being I am registered both in state and nationally and they should have never reached out to me once, nontheless 30+ times a day with spam calls, and requests to see if I have property for sell, the is intrusive and vulgar on their part. NOT only will they call me on my main line, but then immediately call my other lines, 3 calls to 3 different lines, documents attached show the settlement amount for the violations per call on ONE LINE, nonetheless THREE OF MY LINES they are harassing me on.

  Business response

  09/11/2022

  Hello *******,
  
  I hope you're doing well.

  I'm an Escalation Expert from Twilio and we're currently looking into your complaint. I have opened a Support Ticket (*******) with the Support Voice team. This ticket will be used to review and check additional actions. 
  
  We will provide further communications through the previously mentioned support ticket. You should have received an e-mail from the support ticket owner about 20 mins ago. Please, check your inbox and spam folder.

  Thank you, Kindly.

  
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am being constantly harassed by this companies clients through their email marketing operation under the name Sendgrid. This company is clearly willingly allowing it's services to be used for mass spam operations which we have reported to this company on a daily basis for over two weeks and counting. Every day their servers continue to send massive amount of spam to us which is unwanted and according to the CAN-SPAM ACT is also illegal and should be prosecuted.

  Business response

  09/06/2022

  Hello ******,

   

  I'm an escalation manager with Twilio, we're currently looking into your complaint, we are using the support ticket (*******) that you have open with our Abuse Ops team. 

   

  We will provide further communications through the previously mentioned support ticket,

   

  Thank you, Kindly.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Receiving multiple harassing emails, phone calls and text messages obsessively everyday and night.

  Business response

  08/19/2022

  Dear Team,

  
  Thanks for bringing this to us. 

  
  As a next step, we have raised an internal support ticket on behalf of the requester ************************ to initiate the investigation from Twilio end. Please find the reference ticket below. 

  Support Ticket: 9309711

  Internal Escalation Ticket: 9309732

  
  The technical person from Twilio will get in touch with the requester soon.

   

  Thanks

  Twilio Escalation Manager

• Initial Complaint

  08/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Twilio reached out to me for a job. Upon thinking that I had a job. They sent two checks one for $3650.00 and *******. Both were returned Refer to Maker Also running to ******* for gift cards.

  Business response

  08/24/2022

  Dear Team,
  
  Thanks for bringing this to us. 
  
  As a next step, we have raised an internal support ticket on behalf of the requester ******************************* to initiate the investigation from Twilio end. Please find the reference ticket below:

  Support Ticket: 9349757
  
  The proper resource from Twilio will get in touch with the requester soon.
  
  Thanks
  Twilio Escalation Manager

  Customer response

  08/25/2022

   
  Complaint: 17733144
  
  I am rejecting this response because: I do not trust the company 
  
  Sincerely,
  
  ***************************

  Business response

  08/30/2022

  Hello,

  
  I am reaching out regarding your complaint and want to follow up on our previous response. First and foremost, I do want to say we are very sorry you experienced this issue, and unfortunately, it appears you have been a victim of a scam that was using Twilio's name. We have asked for more details on how you were contacted in the Support ticket in our system to track #*******.
  Based on the details you shared in the initial complaint, Twilio's recruitment and hiring process will never involve prospective candidates cashing any checks or buying gift cards. To ensure you are dealing with an actual employee of Twilio and are being considered for official positions, please be advised to only apply to Twilio job listings on our official careers page: https://www.twilio.com/company/jobs

  
  We also further advise you to take this matter to your local law enforcement to investigate further into the perpetrators of this scam.

  
  Escalation Manager 

  Customer response

  09/07/2022

  I did not respond to Twilio because I feel that this response is a scam. How do I know that the response is legitimate. The scammers used the same information that is being provided to me now. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We've been using Twilio for years, both for SMS messaging and Video WebRTC. We're a small startup, our usual Twilio monthly cost is in the $50~$100 range. On June 14, we started getting a bunch of emails letting us know that our twilio account was being automatically recharged, which was extremely unusual, given we would usually get recharges at most twice a month. Immediately upon noticing the unusual charges we logged in to Twilio UI where we discovered our account was being used for to send fraudulent SMS messages - we took down our api keys right away to stop the fraudulent activity. We then contacted Twilio support to let them know the fraud had occurred and get advise on getting a refund on the fraudulent charges, which at the time were already close to $1,000. After a few messages back and forth, we were told that in order to get a refund we would need to explain how the issue occured. At no point in our conversation with support we were given any useful information or root cause analysis on how the issue could have happened, instead Twilio expects us to do the analysis for them and refuses to refund until they are given the explanation on what happened.We take all the measures we reasonably can to prevent such things from happening. We have a small development team which had access to the api key and token(4 people) and the actual twilio account had 2 factor authentication enabled - which was never trigged as far as we know. Our keys are not exposed publicly in any manner. Twilio, a publicly traded company with a market cap of 17B+, should have fraud prevention built into their service.It is disappointing that Twilio acts with such disregard for their own responsibility when it comes to fraud in their service. We hope for a resolution with Twilio so we can continue our relationship and grow our business with their support. They should stand up for their customers and instead assigning blame when we were clearly not at fault for what transpired.

  Business response

  08/04/2022

  Dear Fabio,
  

  Thanks for bringing this up to our notice and we are really sorry for the support experience. 

  We have identified the ticket you have raised with us and currently escalated the situation internally to expedite the efforts. We will share the update at the earliest, please.

  Support Ticket Identified: 8847596

  SDM Escalation Internal Ticket: 9207087

   

  Regards,
  Escalation Manager
  Twilio

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are only using Twilio's SMS feature and have never used the Programmable Voice with Twilio. Our Twilio account was posted a $900+ Programmable Voice fraudulent charge and was suspended by Twilio on 2022-05-22. We contacted customer service immediately when we noticed this unusual change. However, we were replied with the question "What measures have you taken to stop the activity and prevent it in the future?" and Twilio refused to send us their root of cause analysis, still pushing us to pay for this outstanding **** that's caused by their unsafe product design. We never want this fraudulent event to happen in our account, and it made our company very frustrated to have to pay for Twilio's severe security breach.We request Twilio to refund this fraudulent charge.This is in reference to ticket # *******

  Business response

  07/09/2022

  Hi ****,
  
  My name is **** and Im an Escalation Manager with Twilio. First, Id like to apologize for your experience thus far. We have located support ticket #******* and we will continue to email you there. We see that our Consumer Trust team has asked some follow up questions and is awaiting your response, but we will reply to you again on that thread to make sure we can continue the conversation.
  
  We understand the frustrations that this process has caused and want to make sure we are able to reach a positive resolution. We thank you greatly for your understanding and cooperation and look forward to continuing the conversation with you.
  
  Sincerely,
  
  **** 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Twilio has been unresponsive to a sensitive ethics complaint submitted two weeks ago. Their teams via phone have continued to send me in circles and have created multiple support tickets but nobody has reached out. Each time I contact them I am told they will escalate the issue for immediate review but then never hear back. They are a communication technology company but the only team who communications well is sales. As a publicly traded company, I would expect better in terms of a response to allegations of fraud against one of their staff and invite someone from their team to finally reach out to me to discuss EthicsPoint case ************ or tickets numbered as ******* along with *******.

  Business response

  05/27/2022

  Hi Alex, 
  

  I apologize for the experience and the delay as we looked into your concern to make sure you are connected to the right team here at Twilio.  
  As previously communicated in one of the support tickets, we understand that ********** from our Employee Relations Team had responded to you through your EthicsPoint complaint. To keep the communication centralized in EthicsPoint, we are closing out support tickets as well as the BBB request here. ********** will continue following up with you via EthicsPoint until your concern is addressed. Thank you.

   

  Best,

  Senior Manager, Support Escalations 

  Customer response

  05/28/2022

   
  Complaint: 17260061
  
  I am rejecting this response because the message received from the person they mentioned closed my case without offering to talk on the phone or complete a full investigation of the issue.  Their last communication to me said that they refused to speak further about this matter and by closing the ticket have made it so that I cannot communicate any further. The allegations that I discussed in the complaint showcased a series of mistakes on their part which showcased a specific employee of theirs not following proper policy and causing me harm.  I was hoping that they would take the highroad in communicating directly with me to discuss the matter further and find a mutual path forward but was cutoff.
  

  For members of the public curious about this company, I would also point out that it should not take two weeks and an open BBB case before a response is made to an inquiry from the public asking for help. This company does not offer phone support of any kind and relies on a slow process of creating trouble tickets which do not help their company stand out among competitors.  Companies with great service and strong ethics deserve business that this company is missing out on.
  
  Sincerely,
  
  *********************

  Business response

  06/06/2022

  Hello Alex,

  
  We are saddened to hear that you have has rejected our response and do not agree with our findings. Again, we do want to apologize for the poor application experience and have taken your feedback here seriously. We do want to point out per our previous reply to this BBB complaint, we have responded to you via the method of reporting you initiated, EthicsPoint. We communicated in both this BBB complaint as well as in the Support ticket that was raised that the communication around this issue would be centralized in EthicsPoint where you had reported a potential issue.
  Our initial response via EthicsPoint stated:
  
  Alex,
  
  Thank you again for bringing this concern to our attention. We have looked into the matter and determined that the email you received was an auto-response from our system which was sent to you in error. We are taking steps to ensure that this doesnt happen again, and I apologize for any confusion the error may have caused. If you have any further questions or concerns, please contact me by responding through the EthicsPoint portal.
  
  You responded in the EthicsPoint portal stating:
  That response is completely unacceptable after a two week wait. I received a personalized email with my name on it thanking me for spending time meeting your entire team. The fact that I never was even communicated with for an interview is a disgrace and your recruiter is committing fraud in pretending to complete interviews. I would like this case escalated to a higher level and communication directly back from that person. You are not taking this ethics case seriously. As a disabled candidate I expected better from your company and was hoping to find a good fit for my skills with people and technology.
  
  Per our most recent response in the EthicsPoint portal:
  
  As I shared, our recruiting team utilizes automated responses when notifying candidates that they were not selected for a role.  In this instance, the recruiter inadvertently sent you the wrong automated response.  We apologize for any confusion this may have caused, and we have taken steps to ensure this doesn't happen again in the future.  However, we have not found any ethics violation.  We do take your concerns seriously, as we do for all EthicsPoint complaints, and have taken appropriate action.   As such, we will be closing this case.
  
  Thank you again for bringing this issue to our attention.  Best of luck in all your future endeavors.
  
  After a thorough internal investigation and follow up with our hiring team, we were able to confirm that you had not been interviewed but also that you were not selected strictly based on review of your application. In the rejection process, as stated above, the wrong message template was used and sent. While this was due to human error, we did not find any ethics violations in this case. We hope this provides clarity into the situation and that you can be assured we have fully investigated your report. We truly apologize for causing confusion and misunderstanding. You are more than welcome to continue to apply, and we wish you the very best of luck.  
  
  Support Escalations Manager

  Customer response

  06/09/2022

   
  Complaint: 17260061
  
  I am rejecting this response because:

  The company has re-escalated this by now posting back pasted information from a confidential discussion held on EthicsPoint including the unredacted posting of my disability status.  I have opened a new EthicsPoint complaint with them under reference number ************ and would like someone further up the chain of their company to directly contact me.  This is an unacceptable response to directly expose personal information through a public platform.
  
  Sincerely,
  
  *********************

  Business response

  06/13/2022

  "I am reaching out regarding BBB complaint #********. There has been a bit of back and forth here with a former applicant who reported a possible ethics violation. We've tried to gently explain to him in a few ways - direct support tickets, Ethics Point dispute, and also here in the BBB dispute process that the rejection message sent to him after applying was sent by mistake.

   

  This former applicant refuses to accept that his rejection letter stating "thank you for meeting with us" was a templatized message sent in mistake and that his candidacy was evaluated and rejected after review per our normal process.  Per our hiring team, he has in the past received our normal rejection messages. 

   

  The former applicant is now claiming that we have released information about his disability status. Our last response, which included a summary of his response revealing his status to us in his Ethics Point dispute was sent over to BBB but as I see it, that was rejected. I just want to confirm that this status has either been redacted or not released publicly at all which I believe it has not.

   

  Despite being informed that we have fully investigated the issue, have addressed concerns of potential ethics violations internally, and have not come up with any evidence of such, he has continued to reject our responses. Also, because he has opened different channels for communication regarding this, we are unsure what he is hoping to accomplish by continuing this dispute. Having to communicate across these channels the same messages and having to summarize what he himself has stated has become problematic."

   

  Thank you again for mediating this dispute. I understand the applicant is disappointed but on top of investigating his claims, we do welcome him to continue to apply and have communicated such. We are hoping he understands our position and perspective on the matter and we can move forward amicably. 

   

  Thank you kindly,

  Michalven

• Initial Complaint

  05/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Someone is using the service TWILIO to send harrassing messages to my family... they are all anonymous and we don't know who is doing it. I have submitted two complaints to TWILIO and have not gotten any response, meanwhile the abuse continues.

  Business response

  05/12/2022

  Hello *****,

  My name is Michalven Permejo and I am an Escalations Manager at Twilio. First, let me apologize for the poor experience you had as you have dealt with this issue of harassing messages. Twilio does not condone these type of actions on our platform and we have taken steps to investigate and block the user from messaging the reported phone numbers being harassed - *********************** *************) and *********************** *************).

  Our Support team has responded to you via email to Support tickets #******* and #******* regarding the issue.

  Unfortunately, due to Data Protection regulations, we are unable to provide information on the account holder. Please also see our Privacy Policy for additional details on why we cannot provide account details without formal legal request: https://www.twilio.com/legal/archive/2018-05-14/privacyPlease be assured that Twilio has an internal investigation process for investigation of harassment complaints.

  Please note that all requests for customer information must be reviewed by *********************** legal department. Requests can be submitted by attaching the subpoena or court order in an email format and sending to ************************************. As noted in our prior reply, you may also refer law enforcement to our law enforcement request process: https://www.twilio.com/legal/law-enforcement-guidelines

  Here is some additional information on submitting subpoenas, court orders, or other official legal requests to Twilio: https://support.twilio.com/hc/en-us/articles/223136547-Submitting-subpoenas-court-orders-or-other-official-legal-requests-to-Twilio

  Thank you for your understanding and cooperation and we hope to be able to help you best we can through the above-mentioned means,Sincerely Michalven Permejo
  Escalation Manager

*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. ↩