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Business Profile

Data Systems Consultants

Twilio

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Systems Consultants.

Complaints

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

Find a Location

Twilio has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Twilio support team is the worse support team I have ever dealt with in my life. They do not have a number you can call to actually get in contact with a real person. They have you email them but take days if not weeks at a time to respond. They dont always even respond at all and for a service that basically does all it support through email its absolutely disgusting that they dont respond through email well at all. Paying them money is almost as if your giving it away because if a problem occurs they are of no help at all. Worse support team for any company that is at this level. Its deplorable and truly horrible how twilio treats there users. Its embarassing

      Business Response

      Date: 03/01/2024

      Hello there,

      We will be working internally on the support ticket : 15723258.

    • Initial Complaint

      Date:03/01/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      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,

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

      Business Response

      Date: 03/01/2024

      Hello ****, we are sorry to hear about the issue you are encountering. We have alerted the support team concerning your ticket ******** and we will continue working with you on a resolution on that communication thread. Thank you.

    • Initial Complaint

      Date:02/27/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      The scam number had called my phone 3 days straight. Thanks for being diligent taking swift action against the scammer. I received no calls today, i'm it'll stay that way. 

      Business Response

      Date: 02/28/2024

      Hi ******,

      I apologize for the inconvenience you've experienced. I understand your frustration with the unwanted calls and fraudulent text messages. Please be aware that Twilio, as a communications platform, does not directly send SMS or make calls to customers. Companies utilize Twilio's services to reach their customers, but in many cases, the phone number may be shared by the end user who has provided consent to receive such communications.
      In order to further investigate and address this issue, we have created a internal support ticket 15728629 and sent you email requesting few details to investigate this issue. I request you to kindly respond to our email to work on this further.

      Thank you,

    • Initial Complaint

      Date:02/07/2024

      Type:Order Issues
      Status:
      Answered
      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: 21258918

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

      Sincerely,

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

      Business Response

      Date: 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. 

      Business Response

      Date: 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

      Date:01/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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: 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,

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

      Business Response

      Date: 01/05/2024

      Hello there BBB.

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

      Customer Answer

      Date: 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

      Date:12/19/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      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,

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

      Business Response

      Date: 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

    • Initial Complaint

      Date:12/19/2023

      Type:Product Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:12/16/2023

      Type:Product Issues
      Status:
      Unanswered
      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 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

      Date:12/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:12/08/2023

      Type:Product Issues
      Status:
      Answered
      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: 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,

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

      Business Response

      Date: 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,

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