Our Account Was Compromised and It's Been SEVEN Days (and Counting) Waiting on SendGrid's Non-Existent Support

Despite their great deliverability and easy to use API, I'd suggest running, not walking away from this company.

We had our account compromised 7 days ago (as of June 18th). I got two emails - one notifying me that the user name was changed, and another that the email had been changed. The email says to respond to help@sendgrid.com if these changes weren't authorized.

I did that immediately. You'd think this would be a critical email and would be answered quickly. You'd be wrong.

It's SEVEN days and counting, and not a peep from SendGrid support. In addition to emailing them that NO, these changes weren't authorized and please help recover my account, I took these steps:

• Messaged their Facebook page.
• Responded to comments on their posts, asking for help.
• Direct messaged them on Twitter.
• Created a new account and submitted a ticket through that account.
• Filled out a sales inquiry and talked directly to a sales associate, who also submitted a ticket on our behalf.
• ALL of the above through Twilio, their parent company.

Still, we're locked out of the account, and SendGrid is still charging our credit card. We've got multiple systems tied to their platform, so we're held hostage while support continues to ignore every request.