| Hey Jeff, Thanks for taking the time to respond. The fact that you responded to this message at all resolves my initial concern, which had more to do with if I needed to change providers because of a cultural shift within your company. I understand that you are dealing with a very large and complex system that is changing quickly and will have problems, sometimes serious problems sometimes. Customer communication specifically is a very difficult and complex problem to solve at scale. I actually spoke with one of the founders of Twilio when I first signed up. Evan maybe? He told me about how he studied cloud computing at MIT. This was a very long time ago. Gregg was able to get the problem resolved within about 30 minutes once I reached out to him. He also provided me with a few solutions to prevent the problem in the future. I understand the complicated problem that that led to this mistake and I think it is reasonable to make mistakes like this sometimes, especially if you're providers are threatening to suspend you. The main problem that I would like you to solve is the lack of phone number. There needs to be a way for people to contact the company if there is an account administration emergency like this. Even chat would have been fine. That being said, I did call sales and could not reach someone. If this is due to covid omicron and if normally I had called sales and would have been able to plead my case and gotten them to connect me with someone, I think that would have been fine and this truly is an edge case. |