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:04/18/2023

  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.

  ****** sent an email saying they were changing their **** and if I didn't agree then I wasn't allowed to continue to use their services. I emailed them back saying that's fine; delete my account and my email and all my data from your servers and just leave me alone.It's been months and about a dozen messages and they still harass me with emails whilst I am technically disallowed to use any of their products because I do not agree to their ****.I demand they delete all my information from their servers and stop emailing me.

• Initial Complaint

  Date:03/03/2023

  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.

  I received an unsolicited call from ***************** wherein the automated call (posing to be a real person) merely said "Hello? Hello? I can't hear you. Hello?". I believe the intent of this call was to surreptitiously gather data about me without my consent. It lists clearly in your FAQs that one must "Obtain the consumers prior consent, as required by applicable law or regulation", but this was certainly not done in my case.

• Initial Complaint

  Date:01/10/2023

  Type:Order 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: 18715663
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/11/2023

  Hello Team,

  We have verified the customer details and could not find any relevant case with regards to this reported issue nor the contact number is registered in our system. Appreciate having this customer raise a ticket with us ************************ with all the details to help them as appropriate, please. 

  We have raised an internal Escalation ticket ******** to track the progress of this complaint. 

  Happy to Help. 

   

  Regards,

  Twilio Support Escalation Manager 

  Business Response

  Date: 01/14/2023

  Hi, we have created a support ticket ******** to investigate this issue ; a support agent will reach out to you for further investigation. Thank you 

  Kind regards, 

  Twilio Escalation Management. 

• Initial Complaint

  Date:12/19/2022

  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.

  I'm a customer with ********************** for many years(have using Authy before they acquired Authy, then merger into Twilio), recently I received an email from Twilio that asking me to complete company details, otherwise my account will be terminated due to non-compliant.Since I'm an independent developer with no company linked, I submitted a ticket to them: #********.Unfortunately, the communication process is full of confusion.Firstly, I told them my situation, explained why I can't provide company details and asked for help, but they still asked the company details as the response.Then, I had to repeat my issues. At this time, they replied with 'waiting for team to conduct review', and then they told me I didn't pass the review, without explanation. I was very angry, since two rounds of communication with no useful help & explanation, I asked to escalate case to their manager. Then a manager followed up my case and replied with they stop supporting individual accounts in *****, still, without explanation of why.I kept asking of why, and asked what if I change phone number bind with the account from ***** to another country if the matter is about *****. Also, I noticed their notification email wrote as 'according to the local regulations' in *******, but didn't mention the same thing in English version, so I asked why and asked for the details of the so-called 'local regulations' which they need to obey, so that I can check it further.Next, the manager replied with Twilio is intended for business/professional customers and not individuals, no more explanation of my questions previous asked, it caused new questions and more confusions.I'm angry and tired of this case, since they always don't provide explanation details, that's why I decided to file a complaint on BBB.I hope they can solve my problem and/or provide explanation details of questions I asked.

  Business Response

  Date: 12/19/2022

  
  Hello *****,

  
  Thanks for reaching out. This is *****, from the Escalations Team.
  
  I have been notified about your complaint request.
  
  I am sorry to hear of your experience with our customer support service, and I am here to make it right for you.
  
  Please allow me some time to review the ticket you mentioned with the appropriate teams, and to verify if we can offer you a better resolution, and provide answers to the questions you raised.
  
  I understand the process took already long, so I ll do my best to come back to you in a reasonable time.

  
  Thank you for your patience,

  
  
  *****
  Escalation Engineer

• Initial Complaint

  Date:09/23/2022

  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.

  The company Twilio is the current owner of the service Sendgrid.Through Sendgrid we have received a non stop deluge of spam every single day for the past month. There appears to be no end in sight as no matter how many reports we have sent this company the very same spammer and the very same links, same text, same contents arrive. It is our believe at this point that Twilio/Sendgrid has absolutely no control over their network, their software or the services they offer and are basically operating a non stop spam operation willingly. It should be noted that this is illegal under the CAN-SPAM ACT and can levy fines upwards of 40k per email. As the emails are being sent not by a random spammer but by Sendgrid and it's services itself the actual violator of this law is in fact Sendgrid.We ask that the company cease allowing spams to be sent to my email address in direct violation of the law. We are taking this last step before we obtain an attorney and file a direct lawsuit against this company for willful violations of the law. It is our hope that this spurns some type of mitigating action on the part of the company to cease allowing such flagrant abuse of it's network.

  Business Response

  Date: 10/04/2022

  Hi ******, 

  Thank you for your time.

  My name is *****, from Twilio Support Escalation Management. 

  Firstly we would like to sincerely apologise for the inconvenience caused due to this issue. Please note your issue is already escalated and we want to assure you that we are here for you. 

  We looked into your complaint in detail and would like to confirm that we have already had our Support Engineers respond to you on ticket ******* ; from looking at the ticket the support team has used the information provided in your last two reports to locate the accounts from which the unwanted emails originated. We have unsubscribed you from these senders as well as proactively removed you from the email lists of all accounts we found to be linked.

  Request you to kindly refer to Twilio Support Ticket ******* and let us know if you are still seeing similar issues .. would also request if you could respond on the support ticket directly for faster communication with our dedicated teams.

  Looking forward to your response, 

  Kind regards, 

  ******* ************************* (*****)
  Escalation Engineer - APAC - Twilio