UPDATE:::::
Due to Greg from Twilio seeing this post and providing me a way to reach out, I was able to get the problem resolved.
He spent about an hour on the phone with me today and provided some more information about the issue. A few highlights:
* Twilio has doubled in size since the beginning of the pandemic
* Spamming and phishing through text message has gotten a lot more common very recently.
These two things together caused a sort of novel situation with them having to either auto-ban accounts of ban accounts with only a very shallow look and then not having a way for someone to get the account un-banned in a timely manner.
My initial concern with this post was that something had changed within the company culture where they were willing to cull off "smaller" accounts like mine in the $10,000 a year range by treating them very recklessly so that they only needed to work with very large companies which would be more simple and more profitable. This would mean that I would need to change providers or risk them doing other damaging things in the future that I would not be able to predict.
Based on a few things that Greg said in the conversation, I no longer believe this to be the case for a few reasons:
1) They have people like Greg reaching out to people like me at all.
2) In case Greg was not available the next time something like this happened, he provided me the contact information of some other people who were kind of high up in the company and explained that they would be very concerned that something like this was going on where legitimate customer accounts were being suspended.
This changed my interpretation of the situation because Greg's actions communicated to me that this is a temporary problem having to do with Twilio increasing in size very quickly at the same time spam and phishing became a big problem. They had to scramble to fix a problem with their providers before having a chance to refine their systems to make sure the implementation was done fairly and correctly. It does not seem to be a problem with top-level executives deciding that customers like me don't matter.
I also own a company and am very familiar with how things can get out of hand very quickly when demand increases. Shit hits the fan, then things suck for a while until the work is put in to become more organized. This takes time. And it takes trial and error.
I would expect over time for them to correct their systems and properly service smaller mid-range customers like me.