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:11/12/2023

  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: 20860581
  
  I am rejecting this response because:
  
  Sincerely,
  
  Will Cropper

  Business Response

  Date: 11/12/2023

  Hi Will, 

  The escalations team has received your complaint. 

  We will continue to work on your request through the existing support ticket #********.

  Thank you,

• Initial Complaint

  Date:10/27/2023

  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.

  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,
  
  ****s materially impacted our business. Ticket History IDStatusSubjectProductBusiness ImpactSubmittedLast Update ******** OpenUS A2P 10DLC - Message from an Unregistered ********************** (Degraded)2023-09-12, 10:30 AM2023-10-27, 9:40 AM ******** ClosedUS A2P 10DLC - Message from an Unregistered NumberProgrammable MessagingP1 (Critical Outage)2023-09-01, 10:05 AM2023-09-18, 2:07 PM ******** ClosedUS A2P 10DLC - Message from an Unregistered NumbeAccount AdministrationP2 (Degraded)2023-08-28, 11:39 AM2023-08-28, 1:45 PM ******** ClosedBusiness registration ID type: XPC WaterProgrammable MessagingP2 (Degraded)2023-08-25, 7:32 AM2023-09-19, 2:09 PM ******** ClosedUS A2P 10DLC - Message from an Unregistered NumbeProgrammable MessagingP2 (Degraded)2023-08-25, 7:23 AM2023-09-22, 10:03 PM ******** OpenUnregistered 10DLC Message FeesProgrammable MessagingP3 (General)2023-04-19, 10:32 AM2023-10-27, 7:21 AM

  Business Response

  Date: 11/06/2023

  We have received the complaint and we will be working on it internally with the customer.

• Initial Complaint

  Date:10/23/2023

  Type:Product 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.

  *(Zipwhip/Twilio= The crooks)Service stopped being rendered as of 10-4-2023.The crooks continued to charge on 10-15-2023 for prepayment service.The crooks drug their feet in getting back to me on billing questions. The crooks make up terms of service as they go along not advising customers of these terms that customers do not agree with. The Crooks refuse to cancel service. The Crooks will be pulling more money off of my card. I am unable to remove my payment card from their system. I am requesting a refund. of my Payment of $21.72 and to not have my card further charged. If it is then I am requesting a refund of *****

• Initial Complaint

  Date:10/08/2023

  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.

  Twiliosendgrid has customers that have been sending me phishing scam emails for a year. 24 Cease and Desist notifications and no action taken by their abuse team. I get an email from their abuse team falsely stating that they have terminated the account in question only for me to receive another phishing email from the same group infact many times the same email days or even minutes later. It is my belief that this company is protecting their customers (the scammers). I have repeatedly asked for their legal departments address but have actually just found it today. This is my last good faith attempt to request you stop allowing your customers to email me. The next step which has already started was *** reached out to the ** state attorney generals office to green light a law suit, then Ill send a demand letter. Once a motion is filed and approved I will forcibly subpoena your servers and have that customers physical locations and address. Your company will lose a substantial amount of money. I would also like to add I will begin talking to reporters as well. I will make it my mission to spread the word about the illegal practices your company takes. To avoid all of this you just have to do one thing. Never allow a single email from your customers the scammers to reach my email. Its easy. I dont even care if you keep your scam operation going to scam other people (which I know is important to you), I just want to be left alone. If I receive just one more of your customers weekly, email then I will have your answer and move forward.

• Initial Complaint

  Date:09/27/2023

  Type:Order 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.

  Twilio has horrible customer service and has been delaying the release of very important SMS verification for our business for over a month. We have been trying to contact them nearly daily and the support is a scam. The support costs money to even get, and if you don't spend money they do not prioritize you at all. In addition to their money grab scheme, their support is useless and keeps telling us that we are a "crypto business" although we have nothing to do with crypto. Avoid Twilio and use another service if you want to send SMS/Text in the US, they will waste your businesses time and resources!

• Initial Complaint

  Date:09/12/2023

  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 an app that uses Twilio for their service. Out of nowhere several months into its use they Said I owed money so I depoited $400. The next day again it showed I was short and deposited $400 . The following day again it showed me in the negative and the entire time my customers were blocked from downloading my app which cost me more money. I spoke to my app company and they said they had other customers complaining about the same thing. I would like them to make it right and they should not be allowed to continue in business.

  Business Response

  Date: 09/13/2023

  Hello Team,

  Greetings!

  Sincere apologies for the delay in response here. We understand this must be frustrating!

  As a first step, I have found #******** related to ********************* (Customer). I have engaged an expert here, and they will be reaching out to the customer as soon as possible. Furthermore, I will also continue to monitor the case as things progress.

  Regards,

  Escalation Manager - EMEA

  Twilio Support

   

• Initial Complaint

  Date:08/23/2023

  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: 20513300
  
  I am rejecting this response because:

  Please see attached email from Twiio indicating "they have received a signed letter of authorization" the documentation they needed.  They indicate "the account owner of the number authorizes Twilio to port the number." I have requested a copy of this "authorization" and have received nothing.  They have provided no indication who this authorized owner is or when they received his authorization.  They have provided no information about what a "letter of authorization is" or how they go about ensuring they are actually dealing with the "owners" of phone numbers.  I was the sole account holder for this number since ****.  This is a load line I have had in my house for 20 years.  Someone transferred the phone number from Century Link without my authorization. How does this happen?

  I am seriously concerned this is a scam.  Each response about my complaint is from a different person with a first name only - no last names, titles, email addresses, Twilio corporate information or logo.  Will be contacting the state agency that regulates telecom utilities next week.  

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

  Business Response

  Date: 08/23/2023

  Hi BBB team, 

  We are acknowledging this escalation and complaint. 

  This is being reviewed by our Escalations team, and a response for the customer will be given at the earliest. 

  We have identified a ticket that is related to this customer's complaint and will work to help and assist the customer on this.

  Thank you,

  Business Response

  Date: 09/19/2023

  Hi team, 

  Thank you for reaching out. This will be handled internally with the Legal and Support team to determine next steps according to the current status of the customer's complaint. 

  Regards,

  Escalations Team

• Initial Complaint

  Date:08/13/2023

  Type:Product 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.

  Upon immediate sign up for a service I have never used before, I received an email "We have reviewed your account and have determined that Twilios services cannot support your account at this time due to one or more of the following: Violations of Acceptable Use Policy Violations of Twilio SendGrid Email Policy Accounts with unresolved billing issues Inability to verify provided information "I have not used this service before, so I contact them. Accord to ******* (SendGrid) Aug 13, 2023, 10:08?AM PDT "We did a thorough verification and unfortunately after careful review, we have determined that our platform is not a good fit at this time and your account will not be activated.""Twilio SendGrid leverages many different verification techniques to reach a decision. For more information on how we reached this decision, please review the following documents: Acceptable Use Policy Email Policy"So I am being accused of violation of policy for a service I just signed up for, so I contact ******* again. To be told "At Twilio SendGrid great care is taken when it comes to new sign-*** to ensure ongoing compliance with our Acceptable Use Policy and our Email Policy. This process is carried out to make sure that everyone is using the platform in accordance with existing policies and regulations. "Again, no information just accused. I am not even allowed to dispute it. I am not sure what is going on, getting help is impossible at this point and per the *** I asked for escalation. I want to know why since I merely just signed up and I have not done anything.

  Business Response

  Date: 08/23/2023

  Dear BBB (********************):
  

  We are in receipt of your correspondence dated August 13, 2023, regarding the above-referenced matter. After further review, we have confirmed with Twilios SendGrid Consumer Trust Support team that **************** attempted to sign up for a SendGrid account on August 13, 2023. At that time, Twilios SendGrid Consumer Trust Support team determined that our platform is not a good fit at this time for ****************, informing **************** that his account will not be activated. Twilios SendGrid Consumer Trust Support team also advised **************** to review Twilios Acceptable Use Policy and Email Policy. Again on August 13, 2023, **************** requested escalation of the matter per Twilios Terms of Services; however, since Mr. ******* account was denied, *********************** Terms of Services do not apply, which was communicated to **************** on August 21, 2023. In that same August 21, 2023 communication, Twilios SendGrid Consumer Trust Support team provided the following guidance:
  

  If you further wish to use an account with us, you can try to create a new account here: ****************************. Please recreate a new account, but bear these details in mind:
  Use preferred business domain
  Do not use VPN, proxy or related
  Do check our Acceptable Use policy and Email policy.
  Acceptable Use Policy
  Email Policy
  

  We believe this resolves Mr. ******* complaint and as such are closing our file on the matter. Please confirm the same from your agency.
  Sincerely,

  Twilio Legal

• Initial Complaint

  Date:06/29/2023

  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.

  When it comes to sending out text messages, I find Twilio to be a more cost-effective option than my Point of Sale system, Vagaro. However, ****** charges more for the convenience of using their platform, even though they may also be using Twilio. Recently, I tried to use a Twilio API developed by a third-party developer to send text messages to my customers, but my account was suspended as a result. I've been attempting to reach out to Twilio for assistance, but I keep getting the runaround. Their support team is not live.

• Initial Complaint

  Date:05/08/2023

  Type:Sales and Advertising 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.

  We had worked for years with a company ZipWhip which was purchased by Twilio. We were informed that we needed to move services from Zipwhip because that platform would no longer be supported. When we switched providers, we informed Zipwhip that we went ahead and changed providers because we had to since they were being bought by Twilio. They continued to bill us month after month after month even after we told them to stop. They said we did not do their "cancellation process" to cancel. Unapologetic and shady company.