We’ve had a very disappointing experience with Twilio. Our account was hit by obvious SMS Toll Fraud, resulting in thousands of dollars of charges — including charges from a Twilio service (Authy) that we never enabled. Twilio’s own fraud protection tools (Fraud Guard, Geo Protection) failed to block any of the activity, and we had to stop the attack ourselves.Support has been slow, inconsistent, and often contradictory. Despite providing logs and evidence, we were given shifting explanations (from “SMS Toll Fraud” to “Account Takeover”), none of which actually address the root issue or explain how Authy charges were generated on our account.To make matters worse, our account was suddenly locked due to an unexplained –$1,600 balance that doesn’t appear anywhere in our billing history. Twilio has not been able to clarify where this number came from, yet requires it to be paid before they will even continue investigating.After this experience, we’re actively looking to migrate to another provider. Twilio’s fraud prevention and support processes have proven unreliable and costly.
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