You definitely did the right thing to get an urgent response. It's a shame you had to, but in your position I would do the same. Glad you've got it sorted, and it seems like you have some great suggestions in the thread to avoid this in future and have some contacts to help you out.

In my case, we sent over a ticket to port a number between accounts, and they ended up deleting our entire account, numbers, and all recordings and logs. They admitted it they made a mistake and processed the wrong ticket, but also flat out told us they couldn't recover anything. We were instructed to make a new account and they gave us our numbers back, but all our audio recordings, call logs, sms history etc was gone, all our SIDs, number ID's etc were different.

We have all screwed up, but we try to put things right. With Twilio it seems if they screw up, it's easier to leave you unhappy than do anything to fix it, unless you post on HN it seems.

Plivo is cheaper for phone numbers, free incoming SMS, and cheaper to send SMS.