Business Profile

Data Systems Consultants

Twilio

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Complaints

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

Customer Complaints Summary

55 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:05/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 have been trying to get in-contact witht the sales team for over two weeks and they suspsended my account before I could even begin my API integration. I've been looking to use their services for sms texts, WhatsApp messaging and emails to my customerbase.
Business Response
Date: 05/13/2025
Hello,

We've created an Escalation ticket to internally sync with the appropriate team(s) to assist ***** with his request to reach our sales team and regarding his account blockers. We'll follow up with him directly from his existing support ticket.
Initial Complaint
Date:05/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.

Complaint: 23281121

I am rejecting this response because: Lack of action. Look into the complaint soon and please get an answer and /or my money back. This isn't rocket science. You wrongfully charged my ****** account of $133.00. I have not contacted you or requested any thing from you. I don't even know who you are or what business you are in. I do know, it isn't anything to do with me. Please return my money as quickly as you took it.
I received three text from ****** at 8;25 A.M. on 5-1-2025. with three different codes where someone was trying to enter my account to get money. "YOU"! Then someone succeeded with a fake code and stole my money. Not a good way to run a business unless you are just out to steal.
Just send my money back. You should have to send me compensation for all the time and aggravation you've caused me.

Sincerely,

******* L ********
Business Response
Date: 05/03/2025
Hello,
This is *********, Escalation Manager at Twilio. I want to inform you that we have an open case with the #******** where our support team will address the unrecognized charges. More details will be provided in the ticket.

Thank you,
Business Response
Date: 05/06/2025
Hello customer,

I hope this message finds you well. I wanted to inform you that, as per our communication on May 5th regarding ticket #********, the amount of $133.00 has been refunded to your original payment method. Please note that it may take up to 10 days for this transaction to appear on your bank statement.

Additionally, we would like to highlight that it seems your personal details were compromised and used to open a Twilio account, which we have since suspended. To prevent similar incidents in the future, we recommend reviewing your ****** account(s) and ensuring that you do not share your ****** details on suspicious sites.

Best,
Initial Complaint
Date:04/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.

Complaint: 23212770

I am rejecting this response because: I would like the company to do additional research into the owners of these phone numbers and the nature of this business. Again, I do not have a business relationship with the caller(s). Twilio should be able to discontinue services for these individuals or companies if they harass and bully consumers.

Sincerely,

**** ********
Business Response
Date: 04/26/2025
Hi ****,
I'm reaching out from Twilio's Escalations team to acknowledge this request. Thank you for bringing this matter to our attention. We take all complaints seriously and are committed to ensuring a positive experience for everyone. I want to assure you that we are currently investigating the calls you have reported, and our team is dedicated to resolving this matter promptly. We will be following up with you via email soon to provide further updates. Your peace of mind is important to us, and we are here to assist you in any way we can.
Thank you for your patience and understanding. Please be on the lookout for a more detailed email from us soon.
Twilio Escalations Team.
Initial Complaint
Date:04/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
For past 5 years every single day I receive up to ***** calls from **************/**** Club there number ************ is being transferred to my cell Ive tried too many times to have them fix it they cant figure it out. We found out Twilio is the holder of this number thats transferring it by accident but they keep asking me for proof and I sent it and nothing happens. Im just asking for them to block my cell from getting calls from them. Ive attached too much proof for you to see the nightmare Im having. Please let me know if you need anything else and you can reach me 24/7 on my cell.
Business Response
Date: 04/16/2025
Hello,
This is *********, escalation manager at Twilio. I'm reaching out to confirm we have an open ticket for this complaint with the #********. We'll ensure all necessary measures are taken in this case.
Thank you,
Initial Complaint
Date:04/04/2025
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
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.
****** utilizes Twilio for phone service.

Phone number owned by ******/Twilio for rental properties. ************

Calls are being routed to cell phone numbed ************ in error. Please stop!

This cell phone number is not related to any business and no calls should be forwarded from your company to that number.
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.

Complaint: 23123209

I am rejecting this response because:
Although the Compliance Operation Team worked quickly to try and resolve my situation the same day by informing me
Compliance Operations Team (Twilio)
Mar 27, 2025, 5:05?PM PDT
Hi *****,

Thank you for bringing this to our attention, and we sincerely apologize for the frustration and disruption these calls have caused.
We have investigated the matter and taken action to block the sender from placing any further calls to your number through Twilios network.

Please know that Twilio is a communications platform used by a wide variety of businesses, and we take complaints like yours very seriously.

If you receive any additional calls of this nature, we would appreciate it if you could notify us immediately so we can investigate further.

Again, we apologize that this occurred and appreciate you taking the time to report it.

Sincerely,
Compliance Operations
I still received another spam call from the Twilio, **** Network today from the same party ****************/30/25 @ 3:00 pm. So that lets me know that they still have the same client doing the same thing. I WANT THEM TO BLOCK ME FROM ALL OF THEIR CLIENTS IMMEDIATELY.
Sincerely,
Ms. *****
***** L *****
06 pm, ****************/23/25 @ 12:25 pm, ****************/23/25 @ 3:48 pm, ****************/23/25 @ 5:09 pm, ****************/23/25 @ 5:41 pm, ****************/23/25 @ 6:32 pm, ****************/24/25 @ 10:36 am, ****************/24/25 @ 1:06 pm, ************* - 03/24/25 @ 2:35 pm, ****************/24/25 @ 3:15pm, ****************/24/25 @ 4:53 pm, ****************/24/25 @ 7:24 pm, 9352)764-6119 03/25/25 @ 2:49 pm, ****************/26/25 @ 6:41 pm, ****************/26/25 @ 7:42 pm. Those are only the calls that I haven't deleted. I have blocked all the numbers to no avail. I AM REQUESTING FOR THEM TO BLOCK MY PHONE NUMBER FROM BEING CALLED FROM THEIR TWILIO VOIP NETWORK SERVICES IMMEDIATELY TO AVOID A LAWSUIT FOR ********************** This will be their only notice prior to a lawsuit being filed against them.
Business Response
Date: 03/27/2025
Hello team,
This is ********, Escalation Manager on duty. I'll be contacting this user over the email ********************************* to ensure his report is addressed.

Thank you,
Business Response
Date: 03/31/2025
Hello,

This is Twilio's Escalation Team and we are continuing to review the report that the customer is still receiving calls and next steps we can take to honor their request to stop them. We take this complaint very seriously and will continue to work with the customer via support.
Business Response
Date: 04/08/2025
Hello! We could see this request was already answered through the ticket ********. The team has taken the correesponding actions. However, if more assistance is required, please reply to the ticket. Thank you!
Customer Answer
Date: 04/05/2025

Complaint: 23123209

I am rejecting this response because:
They have not resolved the problem after their last response. I had received (6) six phone calls in (4) four hours from their KNOWN SPAMMER. ****************/30/25 @ 3:00 pm, (352)652-3491 03/30/2025 @ 4:18 pm, (352)707-9137 03/30/2025 @ 5:21 pm, (352)505-1787 03/30/2025 @ 5:28 pm, (352)675-7118 03/30/2025 @ 6:29 pm, (352)839-4648 03/30/2025 @ 7:19 pm. I then received (4) four more calls from ************** 03/31/2025 @ 10:26 am, (352)802-2327 03/31/2025 @ 11:07 am, (352)820-4795 03/31/2025 @ 12:58 pm & (352)623-5678 03/31/2025 @ 3:28 pm. They now wish to blame it on spoofing as their email suggest, although the (352) area code has stopped.
Compliance Operations Team (Twilio)
Mar 31, 2025, 2:33?PM PDT
Hello,

Thank you for your patience.

At this time, we have placed a block to ensure that you will not receive calls from Twilio's customers. Please note, it is possible to receive a spoofed call that is being disguised as a Twilio owned number. Unfortunately, we are unable to prevent spoofers from using Twilio owned numbers since the calls are not leaving out of our network.

Call spoofing -- a practice whereby someone disguises the actual source of calls/messages for malicious reasons. (You can read more about spoofing here on the *** page.)

Please let us know if you do receive another call. We do want to ensure that the blocks have been properly placed.

Best regards,
Onboarding & Compliance Operations

I received another TWILIO VOIP Spam call yesterday from (229)463-0426 04/04/2025 @ 12:32 pm. I am tired of these phone agencies allowing Spam to continue to harass people when they know it is going on. I am sure I am not the only person receiving it and since they are allowing it to continue, it is time for me to take it to the next level. I ASKED YOUR AGENCY TO BLOCK ALL PHONE CALLS FROM TWILIO VOIP CLIENTS WITH ROBOCALLS AND YOU DIDN'T, SO NOW THERE WILL BE CONSEQUENCES. YOU THINK I'M A JOKE AND I AM NOT LAUGHING. I WAS NOT PLAYING WITH YOUR AGENCY.
Sincerely,

***** L *****
Initial Complaint
Date:03/22/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.

Complaint: 23101419

I am rejecting this response because: Nothing was resolved at this time. As per the request to respond this is all for now. They said someone will reach out. I attached a copy of the response.

Sincerely,

******
Satin Chair
violates multiple consumer protection laws:FTC Negative Option Rule (16 CFR Part 425): Requires an easy cancellation method.Restore Online Shoppers' Confidence Act (15 U.S.C. 8403): Prohibits hidden fees and mandates simple opt-out procedures.Illinois Automatic Contract Renewal Act (815 ILCS 601/1): Bans obstructive cancellation practices and requires clear terms.I have acted in good faith, but this situation is unreasonable and ongoing. If not resolved promptly, I will report this to the *** and ******************************************************** Consumers deserve to be warned.
Business Response
Date: 03/22/2025
Hello,

This is *********, Escalation Manager at Twilio. I can see that we currently have an open ticket# ******** with ******. We'll be closely following up on this request and will ensure all concerns are fully addressed.
Thank you,
Customer Answer
Date: 03/26/2025

Complaint: 23101419

I am rejecting this response because: since a response it required in a timely manor we are not able to accept your request. Twilio has offered to meet/talk with us but we have not met with the twilio team at this time. Just sent the request to Twilio for tomorrow or Friday.

Sincerely,

******
Business Response
Date: 03/24/2025
Hello ******, I understand how frustrating it must be to have your account cancellation unresolved. I want to assure you that I'm here to help and make this process as smooth as possible for you. I've reached out on ticket #******** and offered a phone call to personally confirm your account deletion. This way, we can resolve your issue promptly.
Thank you so much for your patience and understanding as we work through this together. If there's anything else you need or any questions you have, please feel free to let me know through your ticket #********. Your satisfaction is our priority.
Business Response
Date: 04/03/2025
Hello,
I'm replying to this message to reiterate our commitment to assist this user regarding their complaint and confirmed that their case is being handled in the ticket#******** which remains open. For future updates, we encourage the user to forward concerns and questions in the active ticket.
Thank you,
Initial Complaint
Date:03/14/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.

Complaint: 23064745

I am rejecting this response because: ************ has lied once again and put in no effort to reimburse me or resolve the fraud that I have dealing with due to this companies negligence. I would recommend steering clear from this company at all costs.

Sincerely,

**** Oll
Business Response
Date: 03/14/2025
Hello,
This is *********, Escalation Manager at Twilio. I'm reaching out to confirm we've received this complaint and that we're currently working with the customer on his case over the ticket# 20390708, and we'll make sure to address all concerns regarding this request.
Thank you
Customer Answer
Date: 03/19/2025

Complaint: 23064745

I am rejecting this response because: ************ is lying they did not reach out and stole my money

Sincerely,

**** Oll
Business Response
Date: 03/18/2025
Hello,
This is *********, Escalation Manager on duty. I'm reaching out regarding this appeal to confirm a final decision has been made an shared in the support ticket 20390708. The refund process will be completed within 10 business days from the date customer was informed (March 13, 2025).
We remain attentive to any followup questions that may arise in the respective ticket to ensure all concerns are addressed.
Thank you,
Business Response
Date: 03/20/2025
Hello,
This is ********, Escalation Manager at Twilio. I am writing to address a recent complaint submitted by the customer, which was handled in ticket ********.
At our company, we take all customer concerns seriously and are committed to resolving them through our internal channels. In this particular case, we have already addressed the customers complaint by issuing a refund and responding to the ticket mentioned above.
For any further questions or clarifications, we encourage the customer to respond directly to the ticket assigned to them, ********. We believe this matter has been resolved satisfactorily and consider it closed. Therefore, we will not be providing further responses on this issue.
Thank you for your understanding and for facilitating communication between us and our customers.
Best regards,
Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Despite being a customer for over a decade and providing extensive documentation, my account was suspended for fraud because I logged in overseas - no ability to appeal, no escalation point, just blocked and account suspended. I would expect a global company offering developers services to understand that users travel and may from time to time login from other than their key business locations.
Business Response
Date: 03/20/2025
Hello! This matter is being addressed through the support ticket 20358291, in which the customer is actively engaged and responding.
Thank you!
Twilio.

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