I'm not sure if they've changed the process since your issues (hopefully) - I was using their trial and when it expired had to go through the KYC process. They under-promised by saying two working days to reach out, but everything was wrapped up within an hour and done over email.
I nearly moved away from Twilio having read the negative feedback, but my personal experience so far was very prompt support.
I nearly moved away from Twilio having read the negative feedback, but my personal experience so far was very prompt support.