Your only power to encourage them to fix this is to do the thing they're begging you not to: dispute the charges.

If a threshold of Twilio customers dispute charges, Twilio loses the ability to process credit cards at a lower risk rate, then with all but high risk processors, then may lose the ability to process them at all.

If enough of their customers are getting burned, and enough dispute, Twilio would no longer be able to accept credit cards. They are terrified of that, so begging you not to dispute charges for their lack of fraud prevention.

You accepting anything less than full refund of all fraudulent use they're cascading back on you is a gift to them. You accepting less than a full refund, while not dinging them at all with a chargeback is also a gift to them. If they don't want to give you the full refund for misuse they should be preventing, dispute it, as is your right.

The correct course for Twilio is for Twilio to refund these charges no questions asked while fixing the problem.

>Your only power to encourage them to fix this is to do the thing they're begging you not to: dispute the charges.

I'd check their TOS to see if they offer some kind of arbitration option. As noted in other threads, triggering that process can be a surprisingly effective way to make someone from the company actually engage with the issue. Disputing the charges is always a nuclear option. They may never do business with you after that.

> Disputing the charges is always a nuclear option. They may never do business with you after that.

This is something that I think needs to be regulated. I'm not saying that this should be the case for a company the size of Twilio, but I definitely think that a company the size of Apple/Google/Samsung should not be able to ruin your life because you had temerity to stand up to them and dispute a charge.

I’m particularly afraid of it on Amazon, where a $20 dispute could nix my 800+ book Kindle library.