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

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.

Initial Complaint
Date:04/04/2025
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.
****** utilizes Twilio for phone service.

Phone number owned by ******/Twilio for rental properties. ************

Calls are being routed to cell phone numbed ************ in error. Please stop!

This cell phone number is not related to any business and no calls should be forwarded from your company to that number.
Initial Complaint
Date:03/27/2025
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 had gone online to attempt to get a quote for new automobile insurance on March 12, 2025. I started receiving continuous calls from phone numbers beginning with (352) area code. Afterward I would block the number, then I would receive another call with the same area code, however; a different phone number. I ignored them at first, then I answered several times TO ASK THEM TO STOP CALLING and NO ONE SPOKE. I called my phone carrier, ******* and placed their APP, CALL FILTER on my phone. I do not know who the company is that has been calling me. I learned through the ******* APP CALL FILTER that the calls have been coming from TWILIO VOIP. Ex: ****************/12/25 @ 6:47 pm, ************* - 03/15/25 @ 7:55 pm ************* - 03/16/25 @ 5:21 pm, ************* - 03/18/25 @ 7:23 pm, ************* - 03/19/25 @ 7:08 pm, ****************/20/25 @ 5:15 pm, ****************/21/25 @ 1:41 pm, ****************/21/25 @ 6:46 pm, ***************/22/25 @ 1:58 pm, ************* - 03/22/25 @ 6:06 pm, ****************/23/25 @ 12:25 pm, ****************/23/25 @ 3:48 pm, ****************/23/25 @ 5:09 pm, ****************/23/25 @ 5:41 pm, ****************/23/25 @ 6:32 pm, ****************/24/25 @ 10:36 am, ****************/24/25 @ 1:06 pm, ************* - 03/24/25 @ 2:35 pm, ****************/24/25 @ 3:15pm, ****************/24/25 @ 4:53 pm, ****************/24/25 @ 7:24 pm, 9352)764-6119 03/25/25 @ 2:49 pm, ****************/26/25 @ 6:41 pm, ****************/26/25 @ 7:42 pm. Those are only the calls that I haven't deleted. I have blocked all the numbers to no avail. I AM REQUESTING FOR THEM TO BLOCK MY PHONE NUMBER FROM BEING CALLED FROM THEIR TWILIO VOIP NETWORK SERVICES IMMEDIATELY TO AVOID A LAWSUIT FOR ********************** This will be their only notice prior to a lawsuit being filed against them.
Business Response
Date: 03/27/2025
Hello team,
This is ********, Escalation Manager on duty. I'll be contacting this user over the email ********************************* to ensure his report is addressed.

Thank you,
Customer Answer
Date: 03/30/2025

Complaint: 23123209

I am rejecting this response because:
Although the Compliance Operation Team worked quickly to try and resolve my situation the same day by informing me
Compliance Operations Team (Twilio)
Mar 27, 2025, 5:05?PM PDT
Hi *****,

Thank you for bringing this to our attention, and we sincerely apologize for the frustration and disruption these calls have caused.
We have investigated the matter and taken action to block the sender from placing any further calls to your number through Twilios network.

Please know that Twilio is a communications platform used by a wide variety of businesses, and we take complaints like yours very seriously.

If you receive any additional calls of this nature, we would appreciate it if you could notify us immediately so we can investigate further.

Again, we apologize that this occurred and appreciate you taking the time to report it.

Sincerely,
Compliance Operations
I still received another spam call from the Twilio, **** Network today from the same party ****************/30/25 @ 3:00 pm. So that lets me know that they still have the same client doing the same thing. I WANT THEM TO BLOCK ME FROM ALL OF THEIR CLIENTS IMMEDIATELY.
Sincerely,
Ms. *****
***** L *****
Business Response
Date: 03/31/2025
Hello,

This is Twilio's Escalation Team and we are continuing to review the report that the customer is still receiving calls and next steps we can take to honor their request to stop them. We take this complaint very seriously and will continue to work with the customer via support.
Customer Answer
Date: 04/05/2025

Complaint: 23123209

I am rejecting this response because:
They have not resolved the problem after their last response. I had received (6) six phone calls in (4) four hours from their KNOWN SPAMMER. ****************/30/25 @ 3:00 pm, (352)652-3491 03/30/2025 @ 4:18 pm, (352)707-9137 03/30/2025 @ 5:21 pm, (352)505-1787 03/30/2025 @ 5:28 pm, (352)675-7118 03/30/2025 @ 6:29 pm, (352)839-4648 03/30/2025 @ 7:19 pm. I then received (4) four more calls from ************** 03/31/2025 @ 10:26 am, (352)802-2327 03/31/2025 @ 11:07 am, (352)820-4795 03/31/2025 @ 12:58 pm & (352)623-5678 03/31/2025 @ 3:28 pm. They now wish to blame it on spoofing as their email suggest, although the (352) area code has stopped.
Compliance Operations Team (Twilio)
Mar 31, 2025, 2:33?PM PDT
Hello,

Thank you for your patience.

At this time, we have placed a block to ensure that you will not receive calls from Twilio's customers. Please note, it is possible to receive a spoofed call that is being disguised as a Twilio owned number. Unfortunately, we are unable to prevent spoofers from using Twilio owned numbers since the calls are not leaving out of our network.

Call spoofing -- a practice whereby someone disguises the actual source of calls/messages for malicious reasons. (You can read more about spoofing here on the *** page.)

Please let us know if you do receive another call. We do want to ensure that the blocks have been properly placed.

Best regards,
Onboarding & Compliance Operations

I received another TWILIO VOIP Spam call yesterday from (229)463-0426 04/04/2025 @ 12:32 pm. I am tired of these phone agencies allowing Spam to continue to harass people when they know it is going on. I am sure I am not the only person receiving it and since they are allowing it to continue, it is time for me to take it to the next level. I ASKED YOUR AGENCY TO BLOCK ALL PHONE CALLS FROM TWILIO VOIP CLIENTS WITH ROBOCALLS AND YOU DIDN'T, SO NOW THERE WILL BE CONSEQUENCES. YOU THINK I'M A JOKE AND I AM NOT LAUGHING. I WAS NOT PLAYING WITH YOUR AGENCY.
Sincerely,

***** L *****
Business Response
Date: 04/08/2025
Hello! We could see this request was already answered through the ticket ********. The team has taken the correesponding actions. However, if more assistance is required, please reply to the ticket. Thank you!
Initial Complaint
Date:03/22/2025
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.
Twilio has made it unreasonably difficult to cancel an account that I did not knowingly open, use, or authorize. We have no record of placing a card on file, signing any agreement, or receiving any services. We believe this account was created by a third party without our consent.Despite repeated requests, Twilio has admitted they cannot provide any proof of a contract or usage. There are no phone numbers associated with this accountand never have beenyet each new representative claims that if I provide a credit card, they can "release the phone number" and cancel the account. This is deceptive, as even their own records confirm no phone number was ever issued.The cancellation function has been disabled. Support rotates frequently, and each agent provides conflicting or vague information. They continue to withhold the amount allegedly owed and insist that I must provide payment before I can learn the balance or close the accountdespite the fact that no services were ever rendered.This violates multiple consumer protection laws:FTC Negative Option Rule (16 CFR Part 425): Requires an easy cancellation method.Restore Online Shoppers' Confidence Act (15 U.S.C. 8403): Prohibits hidden fees and mandates simple opt-out procedures.Illinois Automatic Contract Renewal Act (815 ILCS 601/1): Bans obstructive cancellation practices and requires clear terms.I have acted in good faith, but this situation is unreasonable and ongoing. If not resolved promptly, I will report this to the *** and ******************************************************** Consumers deserve to be warned.
Business Response
Date: 03/22/2025
Hello,

This is *********, Escalation Manager at Twilio. I can see that we currently have an open ticket# ******** with ******. We'll be closely following up on this request and will ensure all concerns are fully addressed.
Thank you,
Customer Answer
Date: 03/22/2025

Complaint: 23101419

I am rejecting this response because: Nothing was resolved at this time. As per the request to respond this is all for now. They said someone will reach out. I attached a copy of the response.

Sincerely,

******
Satin Chair
Business Response
Date: 03/24/2025
Hello ******, I understand how frustrating it must be to have your account cancellation unresolved. I want to assure you that I'm here to help and make this process as smooth as possible for you. I've reached out on ticket #******** and offered a phone call to personally confirm your account deletion. This way, we can resolve your issue promptly.
Thank you so much for your patience and understanding as we work through this together. If there's anything else you need or any questions you have, please feel free to let me know through your ticket #********. Your satisfaction is our priority.
Customer Answer
Date: 03/26/2025

Complaint: 23101419

I am rejecting this response because: since a response it required in a timely manor we are not able to accept your request. Twilio has offered to meet/talk with us but we have not met with the twilio team at this time. Just sent the request to Twilio for tomorrow or Friday.

Sincerely,

******
Business Response
Date: 04/03/2025
Hello,
I'm replying to this message to reiterate our commitment to assist this user regarding their complaint and confirmed that their case is being handled in the ticket#******** which remains open. For future updates, we encourage the user to forward concerns and questions in the active ticket.
Thank you,
Initial Complaint
Date:03/14/2025
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.
******************. Stole money from my account after linking my card then mishandled my *** letter causing problems for my business. Stay far away from this company. They will rip you off and mishandle legal documents such as the *** which is a crime. There are plenty of other reputable companies for text messaging services
Business Response
Date: 03/14/2025
Hello,
This is *********, Escalation Manager at Twilio. I'm reaching out to confirm we've received this complaint and that we're currently working with the customer on his case over the ticket# 20390708, and we'll make sure to address all concerns regarding this request.
Thank you
Customer Answer
Date: 03/17/2025

Complaint: 23064745

I am rejecting this response because: ************ has lied once again and put in no effort to reimburse me or resolve the fraud that I have dealing with due to this companies negligence. I would recommend steering clear from this company at all costs.

Sincerely,

**** Oll
Business Response
Date: 03/18/2025
Hello,
This is *********, Escalation Manager on duty. I'm reaching out regarding this appeal to confirm a final decision has been made an shared in the support ticket 20390708. The refund process will be completed within 10 business days from the date customer was informed (March 13, 2025).
We remain attentive to any followup questions that may arise in the respective ticket to ensure all concerns are addressed.
Thank you,
Customer Answer
Date: 03/19/2025

Complaint: 23064745

I am rejecting this response because: ************ is lying they did not reach out and stole my money

Sincerely,

**** Oll
Business Response
Date: 03/20/2025
Hello,
This is ********, Escalation Manager at Twilio. I am writing to address a recent complaint submitted by the customer, which was handled in ticket ********.
At our company, we take all customer concerns seriously and are committed to resolving them through our internal channels. In this particular case, we have already addressed the customers complaint by issuing a refund and responding to the ticket mentioned above.
For any further questions or clarifications, we encourage the customer to respond directly to the ticket assigned to them, ********. We believe this matter has been resolved satisfactorily and consider it closed. Therefore, we will not be providing further responses on this issue.
Thank you for your understanding and for facilitating communication between us and our customers.
Best regards,
Initial Complaint
Date:03/10/2025
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.
Despite being a customer for over a decade and providing extensive documentation, my account was suspended for fraud because I logged in overseas - no ability to appeal, no escalation point, just blocked and account suspended. I would expect a global company offering developers services to understand that users travel and may from time to time login from other than their key business locations.
Business Response
Date: 03/20/2025
Hello! This matter is being addressed through the support ticket 20358291, in which the customer is actively engaged and responding.
Thank you!
Twilio.
Initial Complaint
Date:03/08/2025
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.
March 2025 a Twilio client used the platform under pretense to be an old friend of mine contacting family members and business associates. Based on SMS messages and phone calls received it appears someone/company attempting to be operating some sort of scam. Using Twilio SMS contact information person would not respond to my requests to identify themselves. Upon contacting Twilio they informed me they blocked person from contacting me. That made no-sense since I'm not the individual being contacted. I requested Twilio to identify their client without response. My next step may be to contact law enforcement.
Business Response
Date: 03/08/2025
Hello,
This is *********, Escalation Manager at Twilio. I wanted to reach out to acknowledge this complaint and let you know that we are actively working with the customer on ticket #********.
Our goal is to address all concerns and work towards a resolution that meets everyone's needs.
Thank you,

Customer Answer
Date: 03/10/2025

Complaint: 23037747

I am rejecting this response because I have not received a resolution. Only a response they are working on it. I have received direct email responses from Twilio. Responses summarized "Twilio clients inappropriate use of Twilio web apps are not Twilio's problem". Simple ****** search represents Twilio has many problems of inappropriate users.

Sincerely,

**** ******
Initial Complaint
Date:02/27/2025
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 am receiving daily illegal robocalls on my phone number **************, despite being on the National Do Not Call Registry. These calls originate from Twilios network, using Sinch VoIP numbers, and violate the **** (47 U.S.C. 227), Truth in Caller ID Act, and ************** telemarketing laws.I have formally contacted Twilio ******************* demanding they block these spam calls and investigate the responsible accounts, but they have failed to act. Twilio claims to fight robocalls, yet their network is being actively used by illegal telemarketers and scammers to harass consumers.Recent Spam Calls (February 24 - February 27, 2025):February 27:************ (Sinch VoIP ********, **) 4:15 PM ************ (Sinch VoIP *********, **) 2:38 PM February 26:*****************-960-8675, ************, ************, ************, ************, ************ February 25:*****************-919-3759, ************, ************, ************, ************ February 24:*****************-775-3861, ************ Despite my multiple complaints, Twilio refuses to take proper action to stop these illegal calls or prevent future violations. Their negligence is unfair and deceptive, harming consumers while they continue profiting from robocallers abusing their platform.I am asking the Better Business Bureau to hold Twilio accountable and push them to:Investigate and terminate the robocallers using their network.Block the reported numbers and prevent future calls to my phone.Provide transparency on their robocall prevention measures.If Twilio refuses to comply, I will escalate my complaints to state and federal authorities for further enforcement action.
Business Response
Date: 02/28/2025
Hello,

Thank you for raising your concerns with Twilio. I've found the support ticket ******** and will be coordinating with the appropriate internal teams to follow up directly.
Initial Complaint
Date:02/17/2025
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.
We have been using Twilio for more than 8 years. We have never had a problem. Recently we had a cyber security breach and it affected our Twilio account. ********************** shut froze our account due to suspicious spending. We found out the problem and fixed it and now need our account reinstated. ********************** has been non responsive to our tickets and requests. We upgraded our Service as we were told we would a response within 3 hours. It has now been more than 5 days and still no response. This is absolutely unacceptable. We have jumped through all the hoops Twilio has asked us to do with zero response. We have a business critical outage and they are not taking it seriously even though we paid extra money to get better support from Twilio's team.
Business Response
Date: 02/18/2025
Hello,
Thank you for bringing this to our attention. This *********, Escalation Manager at Twilio. I'm writing in reference to this complaint to let you know we're currently working with the customer regarding their account suspension case. We'll ensure all concerns are fully addressed.
Thank you,
Initial Complaint
Date:02/14/2025
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 Summary:Twilio has failed to provide the advertised service and is refusing to process a refund despite a complete failure of their A2P verification system.Details:I signed up for Twilio to use their WhatsApp Business API and deposited funds into my account. However, after making the deposit, I was unexpectedly required to complete an A2P Campaign registrationa step that was never disclosed beforehand. The A2P registration process is completely dysfunctional, repeatedly displaying the error:"Oops, there was an error processing your request. Please try again."Despite multiple attempts, Twilio has not provided a functional service. Their support team has not offered any working solution, leaving me unable to use the number I paid for.Twilio's pricing structure is misleadingthey first required a deposit to start using the service, only to later demand an expensive and broken A2P verification, making it impossible to use the number as intended.Requested Resolution:Immediate refund of my balance.Cancellation of all paid services and A2P-related charges.Assurance that other users will not be subjected to this deceptive pricing practice.Twilio must provide either a working verification system or refund customers who are unable to use their services due to Twilio's own system ************* regards,****** Kovalevskii
Business Response
Date: 02/14/2025
Hello,
This is *********, Escalation Manager at Twilio. I'm acknowledging this complaint and will ensure to follow up on ******** case. We'll ensure to address all concerns related to the refund request.
Thank you,
Customer Answer
Date: 02/15/2025
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,

****** Kovalevskii
Initial Complaint
Date:02/11/2025
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.
My company hosts and maintains many websites primarily for florists. We use twilio to send text messages to our customers when they receive new orders on their websites. In December, Twilio informed us that someone was using our API key without our knowledge. After complying with Twilio's requirement the same day of the event, it took the over 2 weeks with no text service until they unblocked us. Now we're being told our account is over the text limit for the 24 hours period, despite there being no indication in our account that there is such a limit. Their support documentation says I can request to have the limit increased if I submit a ticket, which I did 1 week ago. They did not respond to until I contacted them a second time through a different ticket today. Now they're telling me to go through the same process as in December...so I've waited a week to be told that I now have to wait 2 more weeks with no text messaging?! I asked them to please call me but they have refused in the past. I have included the ticket number.
Business Response
Date: 02/12/2025
Hello,
This is *********, Escalation Manager at Twilio. I'm acknowledging this complaint, and will work with our internal team to ensure we can provide a response to customer's case shortly. We'll continue to followup on the case to ensure all concerns are fully addressed.
Thank you,
Customer Answer
Date: 02/12/2025
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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Twilio is NOT a BBB Accredited Business.