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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:06/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 getting swamped with spam text messages on a daily basis, anywhere from 40 to 100 messages. As you can imagine, this is very frustrating. I keep blocking the numbers individually and reporting them as spam. Then, another round comes in from completely different numbers. I reached out to my provider, and they indicated the messages were coming from Twilio. I have been trying to work with Twilio Support to get this to stop. They say they are working on it, but nothing is improving. This has been going on for over two weeks now. These messages can come at any time of the day or night. I am requesting all communications VIA text and phone to stop immediately.

      Business Response

      Date: 06/26/2024

      Hello ***,


      ********* here from the escalations team. I sincerely apologize for the inconvenience caused by the unwanted messages you have received. I would like to clarify that Twilio is not sending these messages directly. Twilio serves as a communication platform where businesses can purchase a number and use it to contact their customers.


      I have noticed that our fraud team has already implemented additional blocks to prevent these messages from reaching you. As previously mentioned, we strongly recommend opting out of unwanted messages to avoid further occurrences. To stop receiving these messages, the standard method is to respond with "STOP." Various organisations may also recognise commands such as "QUIT," "OPT-OUT," "UNSUBSCRIBE," or "CANCEL." However, unless otherwise instructed by the sender, replying with "STOP" is the most reliable way to ensure you are unsubscribed.


      Additionally, please be aware that most of these messages are sent only after obtaining consent from the end customer, either in writing on a website or verbally during a purchase. To avoid this situation in the future, it is advisable to be cautious about sharing your consent or your phone number.


      Thank you for your understanding and cooperation.


      Best regards,
      *********

    • Initial Complaint

      Date:05/24/2024

      Type:Billing Issues
      Status:
      Answered
      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 attempted to sign up for their service and when I logged in, I received a message. I was told that I would not be allowed to use the service as my account had been flagged and closed. It was a completely new account and it was the first message I received when I logged in.I was denied service by this company for no legitimate reason as soon as I signed up for their trial. I would like to actually use the service.

      Business Response

      Date: 05/24/2024

      Hi *******, 

      I sincerely apologize for the frustration you've encountered while trying to sign up with Twilio. I completely understand that this has been far from an ideal experience for you, and I want to assure you that we're here to help find a resolution.

      To better assist you, our Escalations team would like to have a conversation to understand more about the issues you've faced. Could you please let us know a convenient time for you (including your time zone) for us to call, as well as the best number to reach you at?

      We're looking forward to hearing from you and working towards a solution.

      Sincerely, 

      Twilio Escalations Manager

    • Initial Complaint

      Date:03/23/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      3 weeks ago I signed up for an LLC account that required a A2P messaging and I neede to get approved. My LLC and got rejected as they need an EIN which I don't have. So I then created a Sole Proprietorship account - that got approved. But when I created a campaign I got rejected because here they need an EIN - why I don't know. I had 5 support agents tell me different things and after $24 in payments without using the *** feature I'm still in limbo. The recent agent comment says I should file under LLC which contradicts the first agent and yes - that's another $15 fee. This is just a harass and take your money scheme.

      Business Response

      Date: 03/23/2024

      Hi *******,

      We are reaching out from Twilio's Escalations team. We're sorry to hear about the troubles with getting started. Please see our most recent reply in your support ticket, #******** and connect with us there. We want to make sure to connect you with our product experts who can guide you with the registration process. 

    • Initial Complaint

      Date:03/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 pay these guys for a service and my account was verfied last year, now for some reason it isn't verified and its costing me 1000's of dollars a day and i can't get a hold of them and the people that respond act like they don't even care. I think they are harrassing me and targeting me. Just verifiy my account so i can move on with my buisinesss. They need a phone number or a chat thing so you can actually talk to someone. its a joke.

      Business Response

      Date: 03/18/2024

      Hi *****, 

      The Twilio escalations team has received your request and will work in the existing tickets #******** and #******** to verify if the review for ************ can be further expedited. 

      Thank you,

       

    • Initial Complaint

      Date:03/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 support team is the worse support team I have ever dealt with in my life. They do not have a number you can call to actually get in contact with a real person. They have you email them but take days if not weeks at a time to respond. They dont always even respond at all and for a service that basically does all it support through email its absolutely disgusting that they dont respond through email well at all. Paying them money is almost as if your giving it away because if a problem occurs they are of no help at all. Worse support team for any company that is at this level. Its deplorable and truly horrible how twilio treats there users. Its embarassing

      Business Response

      Date: 03/01/2024

      Hello there,

      We will be working internally on the support ticket : 15723258.

    • Initial Complaint

      Date:03/01/2024

      Type:Product Issues
      Status:
      Resolved
      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 ********. Our account has been suspended for days now, it's been almost 3 days since updated information was sent to support and no-one is responding to our queries, this is crippling our business and no-one seems to care enough to even bother replying to us

      Business Response

      Date: 03/01/2024

      Hello ****, we are sorry to hear about the issue you are encountering. We have alerted the support team concerning your ticket ******** and we will continue working with you on a resolution on that communication thread. Thank you.

      Customer Answer

      Date: 03/04/2024

      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:02/27/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Scammers Scammers Scammers i'm tired of y'all stop calling my phone. Spoofing a number doesn't work with me. I also received a fraudulent text about a **** card from twilo

      Business Response

      Date: 02/28/2024

      Hi ******,

      I apologize for the inconvenience you've experienced. I understand your frustration with the unwanted calls and fraudulent text messages. Please be aware that Twilio, as a communications platform, does not directly send SMS or make calls to customers. Companies utilize Twilio's services to reach their customers, but in many cases, the phone number may be shared by the end user who has provided consent to receive such communications.
      In order to further investigate and address this issue, we have created a internal support ticket 15728629 and sent you email requesting few details to investigate this issue. I request you to kindly respond to our email to work on this further.

      Thank you,

      Customer Answer

      Date: 03/02/2024

      The scam number had called my phone 3 days straight. Thanks for being diligent taking swift action against the scammer. I received no calls today, i'm it'll stay that way. 

    • Initial Complaint

      Date:02/07/2024

      Type:Order Issues
      Status:
      Answered
      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 limited our outgoing SMS WITH ZERO notice despite the fact that we were following all of the policies. This is in reference to request# ********

      Business Response

      Date: 02/07/2024

      Hello ****, thanks for reaching out and I apologize you are facing these issues. I am from Twilio's escalation team and I found the existing ticket number you mentioned #********. We'll continue communication and helping you resolve the issue through that ticket. 

      Customer Answer

      Date: 02/07/2024

       
      Complaint: 21258918

      I am rejecting this response because: I have followed Twilio's requests and service has still not been restored. 

      Sincerely,

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

      Business Response

      Date: 02/09/2024

      Hello ****, we thank you for continuing to work with us to resolve the matter on ticket number 15505492. If any further issues arise, please let us know and we'll continue to work with you through the ticket.

    • Initial Complaint

      Date:01/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Odd Twilio app behavior; representative does not seem to understand my concern about a device that I did not authorize using my account. She is explaining how to add a device when that is currently the opposite of what I am in need of. Very strange.

      Business Response

      Date: 01/05/2024

      Hello there BBB.

      Thank you for the notification, we will reach out the customer on the internal ticket **********

      Customer Answer

      Date: 01/08/2024

       
      Complaint: 21103117

      I am rejecting this response because:

      Customer support reached out on the ticket and stated a solution that was not related to my inquiry.

      I then had to be transferred to another member of the customer support team to answer the actual question that I had asked.

      Sincerely,

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

      Customer Answer

      Date: 01/08/2024

       
      Complaint: 21103117

      I am rejecting this response because:

      Customer support reached out on the ticket and stated a solution that was not related to my inquiry.

      I then had to be transferred to another member of the customer support team to answer the actual question that I had asked.

      Sincerely,

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

    • Initial Complaint

      Date:12/19/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      This complaint is in regards to the Authy app by Twilio.I sent customer support a message about some issues with the app. I was asked by the representative if I could take any screenshots of the issue. Due to security policy, screenshots are not allowed to be taken of certain aspects of the app.This is quite concerning, considering the employees should have knowledge of the app and its' security measures.

      Business Response

      Date: 12/20/2023

      Hello Team,

      Thank you for reaching out to us.
      I have acknowledged this escalation and have found a support ticket from the customer with ********************** Support pertaining to this. I will continue to work with the engineer on this and have a response sent out to the customer as soon as possible.

      Regards,
      ******* || Escalation Manager - Twilio

      Customer Answer

      Date: 12/21/2023

      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,

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

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