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

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  Twilio

  501 Folsom St First Floor San Francisco, CA 94105

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  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:12/17/2024

  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.

  I lost my phone, and to get another one I was forced into a new contract, cutting me off from my old phone number. ************. My new phone number is ************. I needed help resetting my Authy account. As I have quite a few accounts locked in there, and apparently using a phone number is the ONLY way you can log into Authy. I've misplaced my backup codes. My fault, I know. The Support emails state that it'll take 2-4 Business days. I contacted them on the 7th of December. It's nearly double the time I've been quoted already. They make it impossible to get a hold of someone to talk to about your issue, stating they can't expedite due to security concerns. I get that. I've already went through several hoops, answering questions about my account. Sending my ID and Selfie as proof, and dead silence on their end for nearly a week. When I finally figure out how to email someone, I get an unhelpful canned response saying "We can't rush it, you should've installed the app in two places." Again. This doesn't help the problem I have NOW. The major issue is several of these accounts are critical to my life. And I can't use them in the slightest until I regain access to the F2A. codes I had. My phone being damaged wasn't something I planned... but I can't wait around for months hoping Authy's team will eventually unlock my account for me to access again. I've had other apps and products that were not nearly this difficult to reset, and I'm very upset that I'm locked out of most of my digital life. It's a huge pain to reset 2FA on every account (let alone remember every single one that touched Authy); Please, help me regain access to my accounts. It's me. I'm the owner. I've sent you my ID and my face. I can send you proof I owned the number it's locked to. I just need someone to ACTUALLY DO SOMETHING to get my access restored and not just send me canned responses to wait longer when I've already waited past when you said you could resolve the issue.

  Business Response

  Date: 12/17/2024

  Hello *******,

  Thank you for bringing this matter to our attention. We are currently reviewing the issue internally under ticket number ******** and are committed to working towards the best resolution possible. Please be assured that we take concerns like these seriously and aim to address them promptly and fairly.

  For any further inquiries or updates on this matter, please refer to support ticket ********.

  Thank you for your understanding and continued support. We value your patience and look forward to resolving this matter as swiftly as possible.
  

• Initial Complaint

  Date:11/29/2024

  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.

  Initial **************** (November 9th 2024 per over 30 emails to various support ticket responders:Twilio has severe customer relations issues coupled with a non-user friendly interface platform without clear communication guidance. You have to pay extra based on to use live chat and/or even human interaction to understand what service you need and how you can be guided to set up whats important for your business. This is business critical for my organization due to **. SMS texting laws(A2P compliance). So far we:Completed A2P compliance requirements Approved for ****** monthly messages Toll-free verification confirmed Paid for services and number activation Service Disruption came about when we received different communications that caused the account having:Arbitrary messaging restrictions imposed Daily limits suddenly enforced without notice Approved volume (****** messages) blocked Business operations severely impacted Support Issues:Multiple redundant verification requests Previously approved documentation requested again No direct customer support access Weeks of circular email communications Conflicting information from different representatives ****************** Problems:Contradictory instructions about account *** requirements Suggestion to upgrade different account without clear and concise path to resolution provided Previously approved status inexplicably reversed Business Impact:Unable to service clients effectively Marketing campaigns interrupted Revenue loss from messaging restrictions Significant time waste on redundant processes Multiple unnecessary compliance reviews Resolution Attempts:Multiple escalation requests ignored Provided all requested documentation repeatedly Complied with additional website requirements Demonstrated previous approval status ******************** intervention Seeking Resolution:Restoration of approved messaging limits Compensation for business interruption Clear documentation of account status

  Business Response

  Date: 11/30/2024

  Hi BBB team and customer, 

  Thanks you for bringing this request to our attention. This is now being handled in ticket 18942373, which has been escalated internally.

  All further communication with the customer will continue to occur there. 

  Best, 

• Initial Complaint

  Date:11/19/2024

  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.

  Date of Transaction: Initial notification on November 5, 2024; suspension on November 18, 2024 Amount Paid to Twilio: $365,664 over 10 years and 9 months Issue:We have been a loyal Twilio customer for nearly 11 years, using their platform for messaging in our automotive business, which helps dealers acquire vehicles from private sellers. Over the years, we have always operated in compliance with implied consent regulations based on legal guidance and industry practices. Our process involves dealers responding to sellers who post their vehicles publicly, expressing a willingness to be contacted.On November 5, 2024, Twilio notified us that our account would be suspended on November 14, 2024, due to a dispute regarding consent under ***** regulations. Twilio asserted that explicit consent was required rather than implied consent. I requested a meeting, which occurred on November 13, 2024. During this meeting, Twilio's agent suggested a resolution involving obtaining verbal consent and agreed to extend our accounts suspension date by two weeks to allow us to implement this solution.Despite this agreement, Twilio suspended our account without warning or further discussion on November 18, 2024. This abrupt suspension is unfair and unacceptable, especially given our long-standing partnership and our active efforts to address the issue in good faith.Actions Taken:We contacted Twilio's support team multiple times, but they have upheld the suspension without offering further assistance or alternatives.Requested Resolution:We request that Twilio honor the two-week extension agreed upon during our meeting on November 13, 2024, so we can implement a solution to comply with their updated consent requirements. We seek a fair resolution that reflects our nearly 11-year partnership and ongoing commitment to compliance.

  Business Response

  Date: 11/19/2024

  Hello, we have created an Escalation ticket and are actively reviewing the support ticket now. We'll be in touch with *** and help coordinate next steps toward a resolution. 

• Initial Complaint

  Date:10/25/2024

  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.

  It has come to my attention that somehow Authy has allowed my old back up key to be valid even though I had already changed it. This is a severe security issue on Authy's part. My updated pin was working with my outdated back up key, severely compromising my account security without my permission. I do not willingly share my device with anyone, do not share my passwords with anyone and do not save them anywhere either so this is quite confusing. Currently only using on one device, same device I started with, never used on another one, same phone number, etc.

  Business Response

  Date: 10/25/2024

  Hello Katarina, 

  We have opened a support ticket for you (********) and are reaching out to better understand your concerns with your Authy account. We look forward to being of assistance. 

• Initial Complaint

  Date:10/21/2024

  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.

  Created an account to use ****************** API. Provided credit card and other information. 'have been trying to validate the toll-free number they provided, to send the message from my application API, but it keeps erroring out, asking to create a trust hub profile. Attempted many time, but it does not work and there is no support what so ever, except an AI chat bot that does not do any good in my case. They have a horrible website that keeps providing links, bouncing from one place to the other. It does not resolve my issue and nowhere to get help after providing all information and providing the credit card number.

  Business Response

  Date: 10/23/2024

  This request has been worked under ticket *******************************************************************;

• Initial Complaint

  Date:10/12/2024

  Type:Billing 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 created a Twilio account and paid ********************** $20 to fund it. However within minutes and before I could make use of their services, Twilio suspended my account for an unknown reason.

  Business Response

  Date: 10/12/2024

  Hi George,

  Thanks for reaching out. I'm responding from Twilio's Escalations team and we'd like to make sure we can address your queries and reach a positive resolution here. I've located a support ticket and have CCed your email address here on that ticket for you. Please check in your inbox and response to that request and we're more than happy to help. Thank you and we'll be on the lookout for your reply. 

  Customer Answer

  Date: 10/14/2024

   
  
  Complaint: 22415197
  
  
  
  I am rejecting this response because: I responded to the business with the information they requested and am waiting for a further response. My account currently still shows as suspended.
  
  
  
  Sincerely,
  
  
  
  George Moore

  Business Response

  Date: 10/14/2024

  Hello George, 

  We're happy we were able to connect with you and appreciate the details you've provided for us. We're working internally with appropriate teams for next steps and will follow up with those as soon as more information is available. We're looking forward to continuing to help resolve this for you, please feel free to continue reaching out to us on the support ticket and we'll monitor to respond as quickly as possible. 

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22415197
  
  
  
  I am rejecting this response because: The business and I have been exchanging emails in which they keep asking for more information and I respond back with the requested information. As the account is currently still suspended, I'm unable to accept the business response at this time as it would result in BBB closing the case.
  
  
  
  Sincerely,
  
  
  
  George Moore

  Business Response

  Date: 10/16/2024

  Hello George, 

  We're happy to inform that your account has been successfully reactivated. You can find more details about this on the support ticket.

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22415197, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  George Moore

• Initial Complaint

  Date:10/10/2024

  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.

  There is no way to delete an account, none of the support options tell you how, and can not find a way to reach out. even submitting a ticket, when the page even loads, will result in error to submit.Submitting to BBB, since I can not find a single way to get help deleting my account.

  Business Response

  Date: 10/10/2024

  Hello,

  Thank you for reaching out with your account management request. We understand how important this is to you, and we are diligently working on processing your account closure. You will receive updates through the following tickets: 18600158 (Account Closure) and 18600419 (Remove Individual User ID).

  We truly appreciate your patience and support as we work to resolve this matter swiftly. Your understanding means a lot to us.

  Warm regards,

  Twilio Team

  Customer Answer

  Date: 10/11/2024

   
  
  Complaint: 22406553
  
  
  
  I am rejecting this response because:

  I want to point out that the ai helper works but stops working when you ask about deleting an account  the help faq has nothing on the topic and when submitting a support ticket. While it had “delete account” in the title it would get error messages. I tried different times of day but as soon as I removed “delete” from the title the ticket went through.  It feels like there is active checks to prevent one from submitting a request to delete an account.  I feel these concerns we’re not mentioned in the business response and it shouldn’t be that challenging to delete an account.

  
  
  
  Sincerely,
  
  
  
  Rafael Rayo

  Business Response

  Date: 10/11/2024

  Hello,
  

  Thank you for your reply. After further review, we can confirm that your account has been closed successfully, which had already been shared in ticket 18600158 (Account Closure). Nonetheless, we remain attentive to your comments and any further help you might need in the ticket 18600419 (Remove Individual User ID).
  

  We appreciate your patience and collaboration.

  Kind regards,

  Twilio Team

• Initial Complaint

  Date:07/24/2024

  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.

  I deposited $100 on Twilio after being told I'd have to do that to use a sync with their email provider, Sendgrid. When we didn't use our Sendgrid account after a few months, they deactivated the account and their solution is to make a new account which does not tie to the account with money already in it.After making it deliberately obtuse to get the money refunded, they gave a process to get it refunded that included deleting the account. They then allegedly refunded it to an old card which is no longer active. When this was pointed out, they refused to do anything different.It has been a hideous experience dealing with their customer service and I strongly believe this is meant to siphon additional money from customers.

  Business Response

  Date: 08/04/2024

  Hello BBB team,
  We have worked with this customer on our internal ticket - ********. Refund was processed and a solution was provided to the customer. 

  We'll continue to see how best to resolve their concern. 

  
  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22038005
  
  I am rejecting this response because: The refund was issued to a maxed out card which has been closed for six months. They claim it went through, it didn't go through me, there is no way to retrieve it and no way to confirm it occurred because, again, the account is closed. Their support is utterly incompetent and has no awareness of how banks work.
  
  In summation: They made me deposit $100 to open this account. They then closed the account with money in it due to "inactivity". After taking days to get them to even admit there should be a refund, they processed a refund without any heads up and sent it to an account that no longer exists. It's been the definition of idiocy dealing with them and their form emails.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/05/2024

  Hi team,
  
  Thank you for sharing this information with the escalations team. We are currently reviewing the customer complaint and coordinating with the relevant internal members. We will communicate the next steps directly to the customer through the existing support ticket: 17703715.
  
  Best regards,

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  The business offered a remedy. The refund hasn't cleared yet (attached) so I'm not entirely done with my issue with them but I appreciate your support helping them actually try to figure it out as opposed to shrugging their shoulders at the issue.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/06/2024

  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.

  Ticket No :- ******** I am writing to file a formal complaint against Twilio **** regarding their handling of our account suspension, which has resulted in significant disruption to our business operations.Incident Summary:Account Suspension:Our Twilio account was suspended without prior notice, which caused an immediate disruption to our services.Upon receiving the suspension notice, we provided Twilio with all requested information, including a detailed description of our use case, verification of our business details, and a list of any previous accounts.Despite our prompt and comprehensive response, Twilio declined to reactivate our account without providing specific reasons for the suspension.Impact of Suspension:The suspension of our account resulted in an outage that lasted for over a week. As a business that relies heavily on Twilios services for customer support, this disruption severely impacted our ability to serve our customers and maintain our operations.Phone Number Porting Issue:After deciding to switch to a new service provider due to the unresolved account suspension, we initiated a port-out request for our phone number.Twilio approved the port-out request; however, they have not released our phone number to the new carrier, despite multiple follow-ups.This continued delay in releasing our phone number has further exacerbated the disruption to our business operations, leaving us unable to provide essential customer support.Desired Resolution:Immediate release of our phone number to the new carrier to restore our customer service operations.A clear and detailed explanation from Twilio regarding the reasons for our account suspension.Compensation for the disruption and losses incurred due to the prolonged outage and the handling of our account suspension.Conclusion:We have been patient and cooperative throughout this process, but the lack of resolution and communication from Twilio has forced us to seek external intervention.

  Business Response

  Date: 07/17/2024

  Hello BBB team,

  We are working with this customer on our internal ticket - ********. Refund is already processed. I will reach out to customer on same ticket about porting request.

  Thank you,

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21949758
  
  I am rejecting this response because: we brought 3 vanity phone numbers and we ported in those numbers to Twilio now twilio is not releasing the numbers and they rejected the port out request which is against the *** Terms and Conditions and due to this situation our phone lines are not working since 3 weeks now our business is impacting as phone lines are not working. and refund Twilio processed was available balance left into our account they did charged our credit card even after suspending our account. we are in touch with our attorney for further action.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/01/2024

  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.

  Twilio is a totally unprofessional platform. Businesses depend largely on Twilio for SMS marketing and my tech company has a native integration with Twilio. Therefore they are pretty much the only option for setting up SMS campaigns for my clients. Twilio froze my account for NO reason and sent me a series of questions to answer. After going back and forth with them for several days they didn't unfreeze my account and they did not give a reason. They need to have some sort of transparency about their reason so they we can work to resolve the problem together seeing that they are the only option my tech platform integrates with. They are significantly hurting my business and I can't reach anybody over the phone or chat. They only have an email address.

  Business Response

  Date: 07/02/2024

  Hi Team,

  The reason for the denial of ********************'s account activation with Twilio is primarily due to several red flags identified during their vetting process. The key points that contributed to the decision include:

  
  1.Lack of Complete Information: Despite multiple requests, there were delays and incomplete responses regarding the specific use case and the necessary public verification of ********************* with the stated company.
  2.Association with Multiple Accounts: The account was connected to other accounts with multiple IP logins from different countries (***** and the **), raising concerns about potential misuse or fraudulent activity.
  3.Use of Free Email Provider: Using a free email provider rather than a corporate or more verifiable email domain contributed to the risk factors.
  

  Thank you,

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21929324
  
  I am rejecting this response because:

  Twilio is falsely stating that they made multiple requests and it took me a long time to provide the requested information. That's not true. Furthermore, they say that there were logins in other countries such as ***** which means there was fraudulent activity. That is most ridiculous statement seeing that their customer support is in *****, Phillipines and everywhere except *****************! My developers are located in ***** and therefore they access my account to set up workflows and tech automations. I explained very specifically what I planned to use Twilio for. I have attached a screenshot of exactly what I said for reference. And then I was the one that followed up with them after not receiving a response. And then once they responded they asked me the same questions again because they must have someone who doesn't pay attention to detail looking at the emails because they missed all of my answers and said they didn't receive the response. In my original response that I sent them within 2 hours of receiving the request from them, I copied their original questions and then typed my answer next to each question for THEIR convenience. Please view the screenshot attached. They responded back and said they never received a response. How ridiculous? Twilio must have non native English speakers and staff working in other countries, yet they use the reason that I had logins from locations in other countries as an indicator that there was fraud on my account. So is it fraud Twilio that your staff are all overseas? No, that is not an indicator of fraud so why would you make such a ridiculous statement? A company of this size should not be able to get away with having terrible logistics in place for account review and compliance. There should be competent people working in this departments. People such as myself use Twilio for our livelihood. I am a developer and I have clients all over the world and we are using Go High Level to build out our client's software solutions, CRMs, and websites. My business is affected by this because my Go High Level account only integrates natively with Twilio and this is keeping me from being able to set up SMS campaigns for myself and my clients. I am taking this very seriously. They have not provided a legitimate reason for freezing my account. Everything they mentioned is either false or doesn't make sense. If nobody from Twilio reaches out to me to resolve this, I will file a complaint with every other agency including the Attorney General and U.S Consumer Protection Bureau.

  
  Sincerely,
  
  ******* Milan