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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

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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:12/19/2023

      Type:Product 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.
      This company called Twilio ************** *** keeps calling me from different landline numbers and I know that they are huge scam artist forever and Im the Donot Call List forever.

      Business Response

      Date: 12/19/2023

      Hi *********,

      Thank you for reaching out to the Twilio team to report this situation. I'm *******, and I work with the escalations team.

      I've created a ticket in our system: #********, using the same email you used for this complaint: *******************.

      Please, use that ticket and thread to continue our communication.

      Thank you,

    • Initial Complaint

      Date:12/16/2023

      Type:Product Issues
      Status:
      Unanswered
      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 canceled my account, requested all of my mined data to be deleted, and multiple times I have unsubscribed from all communications. I am STILL being sent emails regarding my account.1. I want confirmation that my account is closed, erased, etc.2. I want confirmation that all of my data is deleted.3. Stop. Emailing. Me.

    • Initial Complaint

      Date:12/12/2023

      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.
      They limited my account because of a security issue they said they found, but I have fixed and did all the steps they wanted me to do, and was promised these restrictions would be removed off my account, yet they continue to not respond to me and its costing my business money. Switching providers with my complex system would cost too much money so the only thing I need is for them to respond! I have been reaching out for MONTHS and quite honestly to no respond in my ticket #******** I call text, and email them and they respond with other tickets saying they promise they will respond to my issue but they never do! Its been over 6 months and they have NOT fixed this issue on my account. And they continue to charge me for the services even though my account is limited even though I did all the steps they needed me too, have been super patient, but they just never respond!

      Business Response

      Date: 12/12/2023

      Hi there,

      I am writing from Twilio's Escalations team. I'm so sorry for the delay in response. We are currently reviewing the ticket in question and will engage with the right teams to get a resolution here. We do apologize for the troubles and ask that you please be on the lookout for a response to that ticket before the day is over. We thank you again for your patience. 

    • Initial Complaint

      Date:12/08/2023

      Type:Product 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.
      Hi, very disappointed with *******. We have historically used twillio to send out texts to people in our software system who expect them and rely on them to do their work. That bein said, about 6 months ago, without any form of notification, disabled our accounts ability to send messages by making their delivery fail but continued to charge us!!! We tried to fix this by going through your process which makes no sense by the way sense its not a campaign its reach out our to contracted individuals!!! not sure whats going on here but very disappointed. Please refund all chargesfrom the past 6 months which you fraudulently charged (billed, pretended to send, blocked delivery). And fix this issue asap. Likely wont be with ******* long after how horrible this has been but should still do the right thing...

      Business Response

      Date: 12/18/2023

      Hi ****, 

      Thank you for reaching the escalations team. I have created ticket #******** and sent a message to your email: ********************.

      Can you please check your email and verify the information we need to continue assistance. 

      Please, forward any future responses in that thread.

      Thanks,

      Customer Answer

      Date: 12/20/2023

       
      Complaint: 20977957

      I am rejecting this response because:

      This has been done. If you are able to resolve this via email feel free to respond back here and can close it out. But at this time unresolved.


      Sincerely,

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

    • Initial Complaint

      Date:11/12/2023

      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 a account with ******************. I have been with them for years. Recently had a problem back in june and probably further back without my knowledge. I own a photo booth business and have customer send photos to there phones sometime it work sometimes not. Recently twilio rejected my number and its been a nightmare for any kind of help. Its all automated and no customer service VIA phone all i want is my stuff working again. They have a number but it say something robotically and hangs up. WORST customer service i have EVER had! I haev tried and tried and TRIED to get the number approved NO LUCK and no the wont fix it or help via phone. So im will be suing them for lost wages if i dont get help soon. I am calling my lawyer on monday to see what can be done. Impacts on my business. Customers dont trust us any longer cause photos can no longer get to customers. Also customer no longer trust that they will get there photos any longer.

      Business Response

      Date: 11/12/2023

      Hi Will, 

      The escalations team has received your complaint. 

      We will continue to work on your request through the existing support ticket #********.

      Thank you,

      Customer Answer

      Date: 11/13/2023

       
      Complaint: 20860581

      I am rejecting this response because:

      Sincerely,

      Will Cropper

    • Initial Complaint

      Date:10/27/2023

      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.
      On 2023-04-19, 10:32 AM, I responded to the Twilio request to update our account to support a new federal communication compliance request. The request was to update our business names/campaigns.We updated and provider the requested information, Between the initial request data, over 6 months has past and as well six support ticket created as Twilio closes out tickets without a resolution. Twilio requests that we keep deleting and recreating these campaigns. We have communicated a variety of time that we are following Twilios exact needs and in fact we communicated that we will delete and recreate the exact same campaigns to support business verification.This process requires a fee each time a verification is requested and Twilio continues to charge for this as well bill for the service that is not offered to us as Twilio continually prevents business verification.We have spent over 6 months in good faith to get this resolved. This lack of Twilio to support our business verification has materially impacted our business. Ticket History IDStatusSubjectProductBusiness ImpactSubmittedLast Update ******** OpenUS A2P 10DLC - Message from an Unregistered ********************** (Degraded)2023-09-12, 10:30 AM2023-10-27, 9:40 AM ******** ClosedUS A2P 10DLC - Message from an Unregistered NumberProgrammable MessagingP1 (Critical Outage)2023-09-01, 10:05 AM2023-09-18, 2:07 PM ******** ClosedUS A2P 10DLC - Message from an Unregistered NumbeAccount AdministrationP2 (Degraded)2023-08-28, 11:39 AM2023-08-28, 1:45 PM ******** ClosedBusiness registration ID type: XPC WaterProgrammable MessagingP2 (Degraded)2023-08-25, 7:32 AM2023-09-19, 2:09 PM ******** ClosedUS A2P 10DLC - Message from an Unregistered NumbeProgrammable MessagingP2 (Degraded)2023-08-25, 7:23 AM2023-09-22, 10:03 PM ******** OpenUnregistered 10DLC Message FeesProgrammable MessagingP3 (General)2023-04-19, 10:32 AM2023-10-27, 7:21 AM

      Business Response

      Date: 11/06/2023

      We have received the complaint and we will be working on it internally with the customer.

      Customer Answer

      Date: 11/07/2023

      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,

      ****

    • Initial Complaint

      Date:10/23/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      *(Zipwhip/Twilio= The crooks)Service stopped being rendered as of 10-4-2023.The crooks continued to charge on 10-15-2023 for prepayment service.The crooks drug their feet in getting back to me on billing questions. The crooks make up terms of service as they go along not advising customers of these terms that customers do not agree with. The Crooks refuse to cancel service. The Crooks will be pulling more money off of my card. I am unable to remove my payment card from their system. I am requesting a refund. of my Payment of $21.72 and to not have my card further charged. If it is then I am requesting a refund of *****

    • Initial Complaint

      Date:10/08/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Twiliosendgrid has customers that have been sending me phishing scam emails for a year. 24 Cease and Desist notifications and no action taken by their abuse team. I get an email from their abuse team falsely stating that they have terminated the account in question only for me to receive another phishing email from the same group infact many times the same email days or even minutes later. It is my belief that this company is protecting their customers (the scammers). I have repeatedly asked for their legal departments address but have actually just found it today. This is my last good faith attempt to request you stop allowing your customers to email me. The next step which has already started was *** reached out to the ** state attorney generals office to green light a law suit, then Ill send a demand letter. Once a motion is filed and approved I will forcibly subpoena your servers and have that customers physical locations and address. Your company will lose a substantial amount of money. I would also like to add I will begin talking to reporters as well. I will make it my mission to spread the word about the illegal practices your company takes. To avoid all of this you just have to do one thing. Never allow a single email from your customers the scammers to reach my email. Its easy. I dont even care if you keep your scam operation going to scam other people (which I know is important to you), I just want to be left alone. If I receive just one more of your customers weekly, email then I will have your answer and move forward.

    • Initial Complaint

      Date:09/27/2023

      Type:Order Issues
      Status:
      Unanswered
      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 horrible customer service and has been delaying the release of very important SMS verification for our business for over a month. We have been trying to contact them nearly daily and the support is a scam. The support costs money to even get, and if you don't spend money they do not prioritize you at all. In addition to their money grab scheme, their support is useless and keeps telling us that we are a "crypto business" although we have nothing to do with crypto. Avoid Twilio and use another service if you want to send SMS/Text in the US, they will waste your businesses time and resources!

    • Initial Complaint

      Date:09/12/2023

      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 an app that uses Twilio for their service. Out of nowhere several months into its use they Said I owed money so I depoited $400. The next day again it showed I was short and deposited $400 . The following day again it showed me in the negative and the entire time my customers were blocked from downloading my app which cost me more money. I spoke to my app company and they said they had other customers complaining about the same thing. I would like them to make it right and they should not be allowed to continue in business.

      Business Response

      Date: 09/13/2023

      Hello Team,

      Greetings!

      Sincere apologies for the delay in response here. We understand this must be frustrating!

      As a first step, I have found #******** related to ********************* (Customer). I have engaged an expert here, and they will be reaching out to the customer as soon as possible. Furthermore, I will also continue to monitor the case as things progress.

      Regards,

      Escalation Manager - EMEA

      Twilio Support

       

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