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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:09/06/2022

      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.
      I am being constantly harassed by this companies clients through their email marketing operation under the name Sendgrid. This company is clearly willingly allowing it's services to be used for mass spam operations which we have reported to this company on a daily basis for over two weeks and counting. Every day their servers continue to send massive amount of spam to us which is unwanted and according to the CAN-SPAM ACT is also illegal and should be prosecuted.

      Business Response

      Date: 09/06/2022

      Hello ******,

       

      I'm an escalation manager with Twilio, we're currently looking into your complaint, we are using the support ticket (*******) that you have open with our Abuse Ops team. 

       

      We will provide further communications through the previously mentioned support ticket,

       

      Thank you, Kindly.

    • Initial Complaint

      Date:08/18/2022

      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.
      Receiving multiple harassing emails, phone calls and text messages obsessively everyday and night.

      Business Response

      Date: 08/19/2022

      Dear Team,


      Thanks for bringing this to us. 


      As a next step, we have raised an internal support ticket on behalf of the requester ************************ to initiate the investigation from Twilio end. Please find the reference ticket below. 

      Support Ticket: 9309711

      Internal Escalation Ticket: 9309732


      The technical person from Twilio will get in touch with the requester soon.

       

      Thanks

      Twilio Escalation Manager

    • Initial Complaint

      Date:08/18/2022

      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.
      Twilio reached out to me for a job. Upon thinking that I had a job. They sent two checks one for $3650.00 and *******. Both were returned Refer to Maker Also running to ******* for gift cards.

      Business Response

      Date: 08/24/2022

      Dear Team,

      Thanks for bringing this to us. 

      As a next step, we have raised an internal support ticket on behalf of the requester ******************************* to initiate the investigation from Twilio end. Please find the reference ticket below:

      Support Ticket: 9349757

      The proper resource from Twilio will get in touch with the requester soon.

      Thanks
      Twilio Escalation Manager

      Customer Answer

      Date: 08/25/2022

       
      Complaint: 17733144

      I am rejecting this response because: I do not trust the company 

      Sincerely,

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

      Business Response

      Date: 08/30/2022

      Hello,


      I am reaching out regarding your complaint and want to follow up on our previous response. First and foremost, I do want to say we are very sorry you experienced this issue, and unfortunately, it appears you have been a victim of a scam that was using Twilio's name. We have asked for more details on how you were contacted in the Support ticket in our system to track #*******.
      Based on the details you shared in the initial complaint, Twilio's recruitment and hiring process will never involve prospective candidates cashing any checks or buying gift cards. To ensure you are dealing with an actual employee of Twilio and are being considered for official positions, please be advised to only apply to Twilio job listings on our official careers page: https://www.twilio.com/company/jobs


      We also further advise you to take this matter to your local law enforcement to investigate further into the perpetrators of this scam.


      Escalation Manager 

      Customer Answer

      Date: 09/07/2022

      I did not respond to Twilio because I feel that this response is a scam. How do I know that the response is legitimate. The scammers used the same information that is being provided to me now. 

      Sincerely,

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

    • Initial Complaint

      Date:08/03/2022

      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.
      We've been using Twilio for years, both for SMS messaging and Video WebRTC. We're a small startup, our usual Twilio monthly cost is in the $50~$100 range. On June 14, we started getting a bunch of emails letting us know that our twilio account was being automatically recharged, which was extremely unusual, given we would usually get recharges at most twice a month. Immediately upon noticing the unusual charges we logged in to Twilio UI where we discovered our account was being used for to send fraudulent SMS messages - we took down our api keys right away to stop the fraudulent activity. We then contacted Twilio support to let them know the fraud had occurred and get advise on getting a refund on the fraudulent charges, which at the time were already close to $1,000. After a few messages back and forth, we were told that in order to get a refund we would need to explain how the issue occured. At no point in our conversation with support we were given any useful information or root cause analysis on how the issue could have happened, instead Twilio expects us to do the analysis for them and refuses to refund until they are given the explanation on what happened.We take all the measures we reasonably can to prevent such things from happening. We have a small development team which had access to the api key and token(4 people) and the actual twilio account had 2 factor authentication enabled - which was never trigged as far as we know. Our keys are not exposed publicly in any manner. Twilio, a publicly traded company with a market cap of 17B+, should have fraud prevention built into their service.It is disappointing that Twilio acts with such disregard for their own responsibility when it comes to fraud in their service. We hope for a resolution with Twilio so we can continue our relationship and grow our business with their support. They should stand up for their customers and instead assigning blame when we were clearly not at fault for what transpired.

      Business Response

      Date: 08/04/2022

      Dear Fabio,

      Thanks for bringing this up to our notice and we are really sorry for the support experience. 

      We have identified the ticket you have raised with us and currently escalated the situation internally to expedite the efforts. We will share the update at the earliest, please.

      Support Ticket Identified: 8847596

      SDM Escalation Internal Ticket: 9207087

       

      Regards,
      Escalation Manager
      Twilio

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