ComplaintsforTwilio

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: February 23, 2022 Amount of money in dispute: $2,235.28 What the business committed to provide you: a "partial" refund What is the nature of the dispute: Twilio is an technology company that helps connect businesses to customers on any digital channel. For example, a text message blast, email blast, or even voicemail blast. My company uses Twilio's product in order to run an electronic bulletin board for our warehouse workers. I create a message, and it gets sent out to everyone's phone and notifies that person of my message. Twilio charges me for every text message I send. On February 23, 2022 my account was hacked and the hackers used my account to send hundreds of messages out to random phone numbers. I discovered the hack quickly, and notified Twilio, but by then the damage was done. Now, Twilio wants me to be financially liable for the unauthorized charges on my account. Even though, they acknowledge I was a victim of fraud/identity theft. Has the Business tried to resolve the problem: Not in my opinion. They have asked my company to perform investigative services of the hack, fill out paperwork, and provide reports. We have complied with this request even though it is odd that my company would be the ones investigating the fraud...The resolution provided after all this work is to only offer a "partial refund" implying that it is MY fault for getting hacked. Victim blaming is shameful. I realize Twilio is a victim here too, but my company carries insurance for such issues (business crime insurance). I'm sure Twilio does too.Account number: the account holder is my company, *****************************. in ******, **.

  Business response

  04/21/2022

  Hi Kajal,

  Thank you for your time.

  Just to keep you kindly informed that **************** is reviewing the full refund request and an update will be shared via support ticket https://twilio.zendesk.com/agent/tickets/8402879. 

  Kind regards, 

  ******* (Twilio ***************************** )

  Customer response

  04/21/2022

   
  Complaint: 17065196
  
  I am rejecting this response because:

  I have reviewed the response made by the business in reference to complaint ID ********, and understand the company, Twilio is conducting an internal review of a request they are making on my behalf for a full refund. I am not asking for a refund. There are no monies that need to be returned to me! I am requesting that the financial debt made by a Hacker be removed from my account. 

  Furthermore, what I am disappointed with is the policy that Twilio employs when dealing with victims of fraudulent activity. Twilio Customer Support indicates that per their Terms of Service it is the user who is at fault for third-party fraud thus must bear the financial liability of the fraud. This policy seems unfair given that not all users are negligent in their use of services. I did not give someone password. I did not give anyone use of my computer. I did not give anyone use of my account. Therefore, such policies seem at odds with federal policies around consumer protections.   

  Sincerely,

  *****************************

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

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Harassment by compliance So I started using twillio because I saw there was an integration on orderhive for it and literally barely used it and that same evening I get an email from someone twillio and they're asking questions about why I want to use their service, So I responded and this individual whom I will not call any names, keeps harrassing me.. It's almost like if I was a fraudster I just wouldn't respond but instead I respond with more than enough information, and this lady is asking me a bunch of questions about why how what when were why, I don't think a cell carrier even asks this many questions. I know you're going to respond with "in order to combat fraud" or whatever but like actually kick rocks, unlock the account or im charging back. Maybe it's time to actually use your ***************** to catch fraudsters instead of people trying to use it for some actual use, that was explained several times.

  Business response

  03/15/2022

  Hello ******************,

  My name is Michalven Permejo and I am an Escalations Manager at Twilio. First, allow to sincerely apologize for the poor customer experience you have had. We at ********************** always want to better serve our customers and try our best to make things right when we fall short.I have reviewed your case in ticket number: ******* and see that your account has been suspended and there are some questions our Compliance team has asked that still need to be answered before it can be reactivated. I understand this can be frustrating, but I want to give some background on why we need this information. As you know, Twilio also partners with carriers, and we must protect our platform in order to continue to work with our partners. We also must remain in compliance and must enforce this amongst our customers.Please be advised, we do not mean to come across as suspicious of yourself or your business but rather we are simply documenting your responses so we can be a better partner and understand your individual use case.With that being said, I would like to invite you to please respond in detail to the remaining questions in your support ticket and we can continue to move forward reactivating your account. I know you cited that you plan on using a sales product integration. Can you please share more details on how you plan to utilize the integration (e.g., customer outreach, post sales follow-up, etc.)? Certain use cases such as lead generation are not allowed on our platform so this is why we need these details in full.If you would like to discuss this over a call, I would be happy to arrange one for you to expedite the process.Thank you for being a Twilio customer and am hoping we can resolve the matter soon and in a positive manner.

  Sincerely,

  Michalven Permejo
  Escalation Manager

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to access my Instagram account. It is passcode protected by Authy's 2FA. My phone and laptop were stolen. I no longer have access to any devices I had Authy installed on. I have a new laptop and installed Authy on it. But I don't know how to access my old data. I know all my passwords and pin numbers. I have scheduled several appointments with Twilio customer support people --- they never attend. I have sent many messages to others --- they never respond. Much of my business income is generated through my Instagram account. Authy's product has barred me from that account. I need them to help me access my old account or to send me a one-time code I can use to enter my Instagram account.

  Business response

  02/22/2022

  Hello ****************, 

  My name is Michalven Permejo and I am an Escalation Manager at Twilio. First, I would like to apologize for the poor experience in regards to your recent support engagements. I am here to make it right and will do all in my power to help resolve your issue as soon as possible. We value your partnership and understand your Authy issues after your equipment was stolen has impacted your business. I have escalated the issue internally and let our Support teams know this is a priority.

  Our Support Engineer updated your ticket #******* yesterday sharing the number needed to put in a request for the phone change. If you can please kindly complete the process as outlined by our Support Engineer I can help expedite the request so we can try to avoid the further 2 to 4 day turnaround time mentioned in that latest ticket response. As soon as you can complete this request, we can continue to move forward with getting you back into Authy. 

  If you would like to have a call, I would be more than happy to set one up where we can discuss the issue further.

  Thank you for being a Twilio customer and giving us another chance to earn back your trust.

   

  Sincerely,

  Michalven Permejo

  Escalation Manager 

   

• Initial Complaint

  01/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Wednesday, Jan 5th, 2022, at 10:07 AM, we received an email from Twilio stating, Your account balance is running low. Upon checking it, we realized that our bank had reversed the transaction, after our new CTO accidentally flagged the transaction for fraud. We already called and tried to reverse it, but apparently, it still went through. We immediately added $70 to the account. Being a startup, theres been times where we dont have much money in the account. I was told by, *******, that despite having a positive balance with Twilio, my account wont be re-activated until I fulfilled the rest of the balance, so that its equal to what it was before the chargeback. Despite having a positive balance. Also, this email didnt come in until Thursday at 12:39am. So Friday morning, I got up as soon as my bank opened, deposited $50 in to my account, and sent a reply. The reply was sent at 8:10am Friday morning, and indicated that I had complied with her request. I sent another response on our ticket (Ticket ID: ******** at 3:10 pm. I received no response. The company has no company phone support available. Which, seems to speak to their quality and masterfulness of their own voice products. It is now Saturday, I opened another, P1 Critical Outage Tier Ticket, at 6:15 am. Its now almost noon. On top of this, I have a movie theater Im half owner of. We are losing revenue from not being able to answer our phones, which exclusively run through Twilio. This is just one of many businesses that Ive set up, using our services through Twilio. Were losing what little reputation weve been able to build, and Twilio sits by and does nothing. I expect them to make this right. Reinstate our account immediately. A service credit to compensate us for what Im sure is 100 lost customers, between people not being able to reach us by phone, and customers believing we are closed because of this.

  Business response

  01/10/2022

  Hello ***, 
  
  My name is Michalven Permejo, Escalation Manager with Twilio. First, I would like to extend my sincerest apologies for the poor customer experience. I want to assure you this is not how Twilio wants to handle or treat their customers. I have tracked down your tickets internally and will be following up with you direct to discuss where we can do better and how Twilio can make it right. I have confirmed that your account has been restored as of of January 9th, 2022 and you should have full access.

  We can discuss the topic of reimbursement and how we can help you avoid future situations such as these from occurring again.

   

  Thank you for your patience and partnership,

  Michalven Permejo

  Escalation Manager

  *******************************

• Initial Complaint

  10/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Twilio supplied a phone number to a cyber criminal who then attemped to use it with my stolen identity to commit more acts of aggravated identity theft.I notified customer service at ********************** promptly, and asked about things like stopping this, and about records, and if there are maybe terms of service being violated.But poor customer service has left me with this unresolved issue.I tried reaching out to their CEO via his public website, but also received no response as of this time.

  Business response

  10/20/2021

  Hello.
  Im sorry for the frustration surrounding this issue. We received a description of the issue from this individual. We are tracking the conversation within our Support tracking system: ticket number *******. The initial investigation did not show clear signs of abuse. This was communicated to the individual. However, we recognize that the individual is not satisfied with the outcome. As a result we are reopening the issue and are continuing the conversation and investigation. All tracked via Twilio support ticket *******.
  Sincerely,
  Twilio Customer Support
  
  

*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. ↩