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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.

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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

    Customer Complaints Summary

    • 65 total complaints in the last 3 years.
    • 28 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:07/02/2025

      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.
      We canceled services for EMAIL API because sengrid told us to migrate. While we canceled those services, we are continuing to get charged for 2 months for the amount of $86.87 for the month of June and July. Please issue a refund of $173.34 for the 2 months of illegal charges

      Business Response

      Date: 07/02/2025

      Dear Gjorgi,

      I am writing to inform you that your refund request for the ***************** has been escalated to the highest priority. Our dedicated Billing team is actively engaged and you will receive more updates as more information becomes available via ticket number ********. We sincerely appreciate your understanding and continued support.

      Your patience is highly valued, and we are eager to resolve this matter as swiftly as possible.

      Customer Answer

      Date: 07/03/2025

       
      Complaint: 23549270

      I am rejecting this response because: I have been waiting for weeks now and nobody have responded. This case have been escalated multiple times and I keep getting charged illegally for services that are canceled for 2 consecutive months. All I want is a refund and stop charging my credit card.

      Sincerely,

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

      Business Response

      Date: 07/03/2025

      Dear Gjorgi,

      We are writing to update you regarding your refund request for the ****************** We provided a response to your inquiry yesterday under ticket number ********. If you did not receive it, please be informed that we have resent the response today using the same ticket number.

      We greatly appreciate your patience and are committed to resolving this matter promptly. Should you have any further questions or require additional assistance, please do not hesitate to reach out.

      Thank you for your understanding and cooperation.

    • Initial Complaint

      Date:06/30/2025

      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 registered a Twilio account using my personal email ******************** completed identity verification (KYC), and funded the account with $100 using a legitimate payment ********* my surprise, the account was suspended and marked Inactive the very next day without any explanation or notice. I could no longer access my dashboard or retrieve my phone number, and was completely locked out of the platform.I submitted a support ticket (#********) and waited for several days, but received no response. Only after repeated follow-ups did Twilio process a refund yet still without providing any justification for the suspension.This experience was frustrating, unprofessional, and damaging. I invested time, verified my identity, and followed all of Twilio's rules, only to be locked out and ignored.I am filing this complaint not only for the poor experience and emotional stress, but also to request a formal explanation and compensation for the inconvenience. No user should be treated this way after acting in good faith.I am seeking:- A written explanation for the account termination - An official apology - A goodwill credit or compensation for the time lost and unfair treatment Please investigate this case properly and ensure that other users are not subjected to similar experiences.

      Business Response

      Date: 06/30/2025

      Hello!

      The ticket originally opened by the customer with reference ******** has already been answered and closed. Nonetheless, there is a new ticket opened with reference 21877898 in which we have reached out already requesting the customer some details to continue with the process. Thank you.  

    • Initial Complaint

      Date:06/26/2025

      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.
      Since February 2025, I have noticed charges from Twilio appearing on my credit card. I have been unable to find a way to contact your company directly to resolve this issue and stop the billing.I reached out to my credit card company, and they initially refunded me for two months; however, Twilio subsequently re-billed my card, and the charges have continued.I request that Twilio immediately stop billing my credit card and confirm that no further charges will be made. I also ask that you review these charges, as I believe them to be unauthorized, and manage any associated invoices or payment communications.Thank you for your prompt attention to this matter.

      Business Response

      Date: 07/07/2025

      Hi customer, 

      We confirm we have received this complaint request from your end. We have created the support ticket #********. 

      We will communicate with you, through that ticket via the email given during your complaint submission.

      At this moment we're pending for your response on some information we need from your side.

      Thanks,

      Customer Answer

      Date: 07/08/2025

       
      Complaint: 23521989

      I am rejecting this response because: They just open the ticket yesterday and ask me to wait for another email.

      Sincerely,

      **** *******

      Business Response

      Date: 07/08/2025

      Hello team,

      At the moment, we're pending for the customer response via the support ticket #********. Please make sure to provide the info requested to proceed accordingly. Also, please take into account that all updates and communications will be handled under this ticket to avoid any miscommunication. 

      Thank you. 

      Customer Answer

      Date: 07/09/2025

       
      Complaint: 23521989

      I am rejecting this response because: The business response was I will receive another email and opened a case. However, Its been few days and I have not heard back anything from them. It seems like they are not serious to resolve the issue.

      Sincerely,

      **** *******

      Business Response

      Date: 07/10/2025

      Hi customer, 

      We have been trying to get in contact with you via email through ticket #******** since past July 7th.

      Our support team has followed up with you twice to the email added on this complaint. I tried calling you at the phone number shared on this request as well, without success.

      Can you re-confirm if the email and phone number added to this complaint submission are correct? 

      We did try to find your account details in our system and weren't able to locate it. 

      The information we need is delicate (credit card related) so that's why we're not asking it here. Since it could put in risk your privacy.

      We will be holding for your response in ticket #********. Please, check your inbox and spam emails.

      Thanks,

      Customer Answer

      Date: 07/10/2025

       
      Complaint: 23521989

      I am rejecting this response because: I did not receice any email but I did missed your call today. My email is *************************** and my number is same where you called before. Please call me again.

      Sincerely,

      **** *******

      Business Response

      Date: 07/11/2025

      Hello team,

      We can confirm that the email shared ***************************** is the same used through ticket #********. However, as per the last call of today, we have added the new email provided "***************************************************". 

      We will be holding for your response in ticket #********. Please, check your inbox and spam emails.
      Thanks,

    • Initial Complaint

      Date:06/19/2025

      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.
      I recharged my Twilio account with $20 using my credit card, but my account was frozen immediately for no reason. I tried to contact support, but they gave me only generic replies without solving the problem or offering a refund.This is completely unfair and unacceptable. I received no service and no access to my account.I request either a full refund or that my account be reactivated immediately.I will escalate this issue to my credit card bank and leave reviews on public platforms if there is no resolution soon.

      Business Response

      Date: 06/19/2025

      Hello,

      I wanted to let you know that we have acknowledged your complaint. Our support team has responded to ticket ******** to address your refund request. We are committed to ensuring your satisfaction and will remain attentive to any additional concerns you may have. Rest assured, we will continue to communicate through the support ticket.

      Thank you for your patience and understanding.

    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair 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.
      I signed up for this service over a year ago. I thought I cancelled but it just renewed. The website does not work, the service does not work, There is no way to contact the company. I want a full refund and for them to cancel my account.

      Business Response

      Date: 06/20/2025

      Dear Customer,

      Thank you for reaching out to us. We acknowledge your request and are pleased to confirm that, according to ticket #********, your issue regarding unexpected billing charges has been resolved. The auto-recharge trigger has been removed, and a refund of $100 has been processed. Your account is now closed, and no further charges will occur. Please let us know if you need any further assistance.

      Best regards,

      Customer Answer

      Date: 06/22/2025

      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,

      ******* ****
    • Initial Complaint

      Date:05/17/2025

      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.
      Formal Complaint Against Twilio for Enabling Scam Number *************** (Impersonating ********)Dear Better Business Bureau,My name is ***** ******, an anti-scam activist based in ********, and I am filing this formal complaint against Twilio **** for refusing to terminate a confirmed scam phone number hosted on their platform. This number (***************) is actively impersonating ******** to defraud consumers via gift card scams, and despite providing clear evidence, Twilio has failed to take action.Key Details of the Scam:Fraudulent Activity:The number *************** is falsely advertised as ******** customer support on Yelp:?? Yelp Scam Listing Scammers pressure victims into purchasing gift cards ******* Play, *****, etc.) by claiming:"Your account is locked/hacked.""Payment is required to avoid legal action."Twilios Negligence:Carrier records confirm this number belongs to Twilio (verified via *********************).Despite multiple reports, Twilio has not suspended the number, allowing more people to be scammed.Victim Impact:Several of my followers (including seniors) lost money to this scam.Twilios inaction makes them complicit in financial fraud.Demands:? Immediate termination of *************** by Twilio.? Public warning from BBB about Twilios role in enabling scams.? Investigation into Twilios fraud prevention policies.Failure to Act:If no resolution is reached, I will:Escalate to the ********* (formal complaints already drafted).Alert media outlets about Twilios negligence.Warn consumers via social media campaigns.Sincerely,***** ****** Anti-Scam Activist | ********

      Business Response

      Date: 05/17/2025

      Hello *****,

      I'm reaching out from Twilio's Escalations team to acknowledge this request. Twilio takes these activities seriously and we will be investigating this number further. We do not have an email to reach you, but we will be taking internal action and we can follow up with more details. Thank you again for bringing this matter to our attention.

    • 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.
      May 1, 2025 I was woke up with text from ****** giving me access codes to enter my account (4 different times), but I had not tried to log on or anything. A little while later I got a contact from ****** saying they had paid this company $133.00. I don't even know who this company is or what they do (Twilio). I called ****** to file complaint but they had already given Twilio the money. I looked up Twilio on the net and tried to file a complaint and all I could get was some AI computer wanting more of my information like Credit card #'s ****** account #s Etc. I refused. Today (5-2) I got another email wanting the info again. I just want my $133.00 back and for them to loose my info.

      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,

      Customer Answer

      Date: 05/03/2025

       
      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: 05/06/2025

      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.
      Date: 04/15/2025 Receiving constant phone calls from Twilio ******************, various numbers. The calls are invasive, harassing, and bullying. Messages indicate calling about $98,700.00 - issue. I have no records of this dollar amount and no association with this company. Numbers include: ******************-536--8809, ************, ************, ************, ************. Numbers may be associated with this network connection ID: Onn 32 in Soundbar_809133A63711 which appears occasionally when the calls come in. Again this is very concerning behavior and very disruptive. I am hopeful this company will address this issue with the owners of these numbers.

      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. 

      Customer Answer

      Date: 04/28/2025

       
      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,

      **** ********
    • 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, 

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