"Support is terrible and platform confusing"

We run a large company and use Twilio to supply SMS numbers for our clients. There is a new regulation in Australia that requires clients to provide documentation to obtain a mobile number. Support has been shocking , 24hrs between response via email. We uploaded a document for a client and Twilio said it has passed the check. But it’s still not working correctly. The whole process is confusing and support is so bad

"Stay away from thieves and blackmail."

Stay away from thieves and blackmail.
I started with Twilio a month ago with $ 35 usd loaded into Twilio account to have a phone number in Hong Kong. With a phone number in Hong Kong I can only receive messages or calls, if you want both, you have to buy 2 different phone numbers.
The cost is as follows: buy 1 phone number for the message: $ 15 usd,
Activate for it to be used: $ 15 usd
And I have $ 5 USD
I have a total of 3 messages and it is charged on each received message: then I have $ 4.8 usd
A few days ago they informed me via email that my account was suspended because I didn't turn on automatic payment mode when the money was exhausted. Apparently I had 4.8 usd and I told them there was confusion. They said I was mistaken and sent a screenshot from another account.
When I log in to Twilio again, it is deducted 15usd and my account has a negative number - 10 usd. Obviously I didn't pay myself but they did it manually and they were thieves.
Stay away from this service because they want to charge a fixed monthly fee of $ 15 usd to maintain the account or it will be suspended.

"The worst support there is."

The worst support there is.

Issue: just launched my website. Verification SMS NOT RECEIVED by registrants consistently for 3 days now. Very critical.

1. Replies to emails once every 24-hours - for a company who’s emailed me that their support team is available 24 hours a day, makes you wonder if they are doing anything or do they have too many issues
2. After 3 days, 3 emails, they just mentioned now that they will check with the carrier - In their system, it says that the SMS was DELIVERED. That means that from the site, the message already went to Twilio and delivered to carrier. It took them 3 days to figure out that they need to check with the carrier.
3. Did not even check my account - For the last 2 emails, they’ve asked me to register my alphanumeric number. They’ve already done that for me when i started using their system a few months ago, and weve done numerous tests.

"All i wanna know is how do you make a…"

All i wanna know is how do you make a simple 2 way call in any language? For a telephony company this should surely be a simple task but no.

No example programs... No example websites to show this??

when you raise a ticket no answer??

Wish i could get my money back.

"Send request for return money"

Send request for return money. Not return and ignore. Not recommend.

"Très bien mais un peu cher"

Très bien mais un peu cher

"Twilio customer service is horrible."

UPDATE: To be fair Twilio did come through and apologized for the way the issue was handled. I was contacted by several representatives, including the department head that promised to take steps to make sure this does not happen again.
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ORIGINAL POST:
My company's phone system has been down for 5 days now. 5 DAYS!!!!
After about 2 day they finally replied to my support ticket saying they took a look at my account and I need to reset my password and token, when that is not even the damn issue.
I wrote back explaining the issue and no reply.
CAN ANYONE IMAGINE THERE MAIN LINE OF COMMUNICATION WITH CUSTOMERS BEEN DOWN FOR 5 DAYS AND YOU CANNOT GET ANY HELP?!!!!

TWILIO YOUR CUSTOMER SERVICE IS HORRIBLE!!!
Customers should NOT have to pay $250+ for good customer service. I'm not standing for it. Customer service comes with the purchase of the product. The American Way.

"Excellent services and support"

Excellent services and support. After failing by using SMSGlobal we turned our messages to Twilio and everything is great so far

"This company is being used by crooks…"

This company is being used by crooks and thieves from India posting as IRS call center reps to scam people in the US. I think that there should be regulation in regards to giving services to people outside the US. Twilio know about this issue

"Excellent company and good customer…"

Excellent company and good customer service from especially Cynthia.