Complaints

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

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  Twilio

  101 Spear St San Francisco, CA 94105-1559

• 

  Twilio

  501 Folsom St First Floor San Francisco, CA 94105

• 

  Twilio

  645 Harrison St 3rd Floor San Francisco, CA 94107

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:10/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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: 22415197
  
  
  
  I am rejecting this response because: I responded to the business with the information they requested and am waiting for a further response. My account currently still shows as suspended.
  
  
  
  Sincerely,
  
  
  
  George Moore

  Business Response

  Date: 10/12/2024

  Hi George,

  Thanks for reaching out. I'm responding from Twilio's Escalations team and we'd like to make sure we can address your queries and reach a positive resolution here. I've located a support ticket and have CCed your email address here on that ticket for you. Please check in your inbox and response to that request and we're more than happy to help. Thank you and we'll be on the lookout for your reply. 

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22415197
  
  
  
  I am rejecting this response because: The business and I have been exchanging emails in which they keep asking for more information and I respond back with the requested information. As the account is currently still suspended, I'm unable to accept the business response at this time as it would result in BBB closing the case.
  
  
  
  Sincerely,
  
  
  
  George Moore

  Business Response

  Date: 10/14/2024

  Hello George, 

  We're happy we were able to connect with you and appreciate the details you've provided for us. We're working internally with appropriate teams for next steps and will follow up with those as soon as more information is available. We're looking forward to continuing to help resolve this for you, please feel free to continue reaching out to us on the support ticket and we'll monitor to respond as quickly as possible. 

  Business Response

  Date: 10/16/2024

  Hello George, 

  We're happy to inform that your account has been successfully reactivated. You can find more details about this on the support ticket.

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22415197, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  George Moore

• Initial Complaint

  Date:10/10/2024

  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: 22406553
  
  
  
  I am rejecting this response because:

  I want to point out that the ai helper works but stops working when you ask about deleting an account  the help faq has nothing on the topic and when submitting a support ticket. While it had “delete account” in the title it would get error messages. I tried different times of day but as soon as I removed “delete” from the title the ticket went through.  It feels like there is active checks to prevent one from submitting a request to delete an account.  I feel these concerns we’re not mentioned in the business response and it shouldn’t be that challenging to delete an account.

  
  
  
  Sincerely,
  
  
  
  Rafael Rayo

  Business Response

  Date: 10/11/2024

  Hello,
  

  Thank you for your reply. After further review, we can confirm that your account has been closed successfully, which had already been shared in ticket 18600158 (Account Closure). Nonetheless, we remain attentive to your comments and any further help you might need in the ticket 18600419 (Remove Individual User ID).
  

  We appreciate your patience and collaboration.

  Kind regards,

  Twilio Team

  Business Response

  Date: 10/10/2024

  Hello,

  Thank you for reaching out with your account management request. We understand how important this is to you, and we are diligently working on processing your account closure. You will receive updates through the following tickets: 18600158 (Account Closure) and 18600419 (Remove Individual User ID).

  We truly appreciate your patience and support as we work to resolve this matter swiftly. Your understanding means a lot to us.

  Warm regards,

  Twilio Team

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  ResolvedMore 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: 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

  Date: 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. 

  
  

  Business Response

  Date: 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 Answer

  Date: 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

  Date:07/06/2024

  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: 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,
  
  *******************************g 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

  Date: 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,

• Initial Complaint

  Date:07/01/2024

  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: 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

  Business Response

  Date: 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,

• Initial Complaint

  Date:06/25/2024

  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 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

  Date: 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

  Date:05/24/2024

  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.

  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

  Date: 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

  Date:03/23/2024

  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.

  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

  Date: 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

  Date:03/18/2024

  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 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

  Date: 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,