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It was surprising to read they will be reimbursing any overdraft fees caused by the problem. Good move.

by mikegirouard 13y ago

jpiasetz 13y ago
At the end of the day aren't they likely liable?
- benjamincburns 13y ago
  I don't think they are, but it's the right thing to do. One would hope the banks would be understanding enough about the situation (haha, I know, right?) to reverse the fees. But even in that case Twilio is still causing you to, at a minimum, call your bank, wait on hold, spend 15 minutes getting transferred around to someone who has the ability to reverse the fees, etc. If they want minimal impact for their customers, they'll just reimburse the fees. I played this game with Dreamhost and SunTrust back with their whole billing debacle in Jan 2008. Dreamhost didn't respond to my support requests to reimburse "non-sufficient funds fees", The bank manager at SunTrust said that regardless of the reason funds weren't available in my account when the other transactions posted, so the NSF fees that I was incurring were legitimate. In the end I think I paid a little over $300 for their mistake.
cosmie 13y ago
I would hope they have a business liability insurance policy, in which cases it should cover the costs associated with this unfortunate mess, including any reimbursed fees.
grimlck 13y ago
Why are you surprised they are reimbursing overdraft fees? That is the bare minimum that I would expect from any company which made this mistake
- maaaats 13y ago
  Of course it is to be expected, but unfortunately one cannot expect it happen. If you get it?
  - mikeash 13y ago
    In this case, I think one can. If they cause damages due to negligence (or malice), they are liable for those damages. Only the dumbest of dumb companies would refuse to reimburse overdraft fees in a case like this, because doing so will open them up to lawsuits from every single affected person, lawsuits which those people basically cannot lose.
RobSpectre 13y ago
Think it is the least we could do.

It was surprising to read they will be reimbursing any overdraft fees caused by the problem. Good move.

jpiasetz 13y ago

At the end of the day aren't they likely liable?

benjamincburns 13y ago
I don't think they are, but it's the right thing to do. One would hope the banks would be understanding enough about the situation (haha, I know, right?) to reverse the fees. But even in that case Twilio is still causing you to, at a minimum, call your bank, wait on hold, spend 15 minutes getting transferred around to someone who has the ability to reverse the fees, etc. If they want minimal impact for their customers, they'll just reimburse the fees. I played this game with Dreamhost and SunTrust back with their whole billing debacle in Jan 2008. Dreamhost didn't respond to my support requests to reimburse "non-sufficient funds fees", The bank manager at SunTrust said that regardless of the reason funds weren't available in my account when the other transactions posted, so the NSF fees that I was incurring were legitimate. In the end I think I paid a little over $300 for their mistake.

cosmie 13y ago

I would hope they have a business liability insurance policy, in which cases it should cover the costs associated with this unfortunate mess, including any reimbursed fees.

grimlck 13y ago

Why are you surprised they are reimbursing overdraft fees? That is the bare minimum that I would expect from any company which made this mistake

maaaats 13y ago
Of course it is to be expected, but unfortunately one cannot expect it happen. If you get it?
- mikeash 13y ago
  In this case, I think one can. If they cause damages due to negligence (or malice), they are liable for those damages. Only the dumbest of dumb companies would refuse to reimburse overdraft fees in a case like this, because doing so will open them up to lawsuits from every single affected person, lawsuits which those people basically cannot lose.

RobSpectre 13y ago

Think it is the least we could do.