Texas Workforce Commission - Unemployment Benefits Customer Service Issues

I haven't submitted a Payment Request in over three weeks. If you've recently become unemployed, you can apply for Unemployment Benefits through the My Home portal using the Apply for Benefits Quick Link. Once you apply, it will take around one business day for your application to be reviewed. For any other late filing concerns, you can contact a TWC Tele-Center for help at [redacted] toll-free.

I applied for unemployment benefits in August or September [redacted] but have not received any correspondence by mail. Due to a hack on my account, I had to change my email, Google account, and phone number. I am unsure if any emails regarding my unemployment were sent. Can someone assist me in checking the status of my claim and speaking to a representative without needing a credit card for verification? Financial constraints prevent me from having even a single dollar to spare.

I was told to contact the Texas Workforce about my current unemployment claim. I was given an [redacted] number to call, but every time I try, I can't reach a live person. I've attempted to call on different days and times, but I keep getting the same message about high call volume and then being disconnected. Now, my unemployment benefits have been abruptly stopped as of midnight due to this issue. It's frustrating that the lack of available customer service agents has caused me this trouble. I am extremely upset about this situation.

I was let go by my employer, Great Southwest Paper Company, on 9-22-20, but was supposed to receive severance pay until 12-15-20. I am trying to check if my claim is in your system, but I haven't been able to find any information. Could you please provide me with the claim number, the amount being paid, and the expected payment date? I have tried to provide my checking account number, but I'm unsure if it was accepted. Please advise as soon as possible, as my family is at risk of losing our home. Thank you. Desperately seeking assistance, Robert N. Goolsby, [redacted] Brighton Lane, Meadows Place, Texas [redacted].

I need assistance resetting my internet information through a representative. I am concerned about being flagged every claim week, resulting in a delay of my payment by 6 days compared to previous deposits. I am unsure why I keep needing more information to process my claim. I want to understand what I am doing wrong and rectify the issue promptly. This setback is particularly troubling as it means I won't have any money before Christmas. This situation was already going to make budgeting for gifts challenging, but now it seems I may not be able to buy any presents for my children due to this unexpected delay causing increased waiting time and anxiety about receiving the payment.

I recently found out I was deemed ineligible for benefits, mostly due to mistakenly applying for regular unemployment instead of pandemic assistance. Once I corrected it and applied for pandemic benefits, I received three checks before being declared ineligible. This situation is difficult for me because my inability to work was directly caused by the pandemic-related closure of schools, which impacted my ability to secure child care as a single father. I am currently facing financial challenges as my grandmother recently passed away, and we are struggling to cover her funeral expenses while also keeping our lights on. I have repeatedly tried to reach a TWC representative, but each time I call, I have to endure long wait times of 2 to 6 hours only to be asked to call back by non-TWC representatives. My goal is to speak directly with a TWC agent for assistance. I urgently need help because I am on the brink of homelessness with my son. Any assistance you can offer would be greatly appreciated. Thank you.

My unemployment payments were paused because I delayed requesting payment for 3 weeks in an attempt to space them out. I didn't realize there was a time limit for requesting. I checked later and saw a message indicating I only needed to wait until my designated filing date, so I thought the issue was resolved. However, on my filing date, I was prompted to call to reinstate my payments. After contacting [redacted], I was informed the matter was fixed, and I just needed to call [redacted] on Thursday to request payment. When I called that number today, it directed me to contact [redacted] to reinstate my unemployment. I've attempted calling this number 17 times, but it's always busy. I simply want my unemployment reinstated as I continue to fulfill my job search requirements while being unemployed. Thank you, Jordan W. [redacted]

I understand the challenges the TWC is facing and have been patient with the process. However, the lack of communication and discrepancies in my case have been frustrating. On 12/18/[redacted], I followed instructions to do the "ID me" process and call [redacted] by 12/29/[redacted], but was met with a recording about fraudulent claims. Despite multiple attempts, no clarity was provided. Subsequent correspondences on 12/30/[redacted] and 01/04/[redacted] stated conflicting information, leading to confusion about the status of my claim. On 01/06/[redacted], I faced more issues with requesting payment and was given contradictory instructions at the "Tel-E-Center." Efforts to resolve these issues over the phone on 01/13/[redacted] resulted in being directed to leave a voicemail that was never returned. With no clear resolution in sight, I am left with no choice but to seek further assistance from other contacts within the organization. I kindly request guidance on how to proceed or be connected with the appropriate person to address these ongoing challenges.

Hello, I have an inquiry regarding my recent DUA benefit payment. Yesterday, on January 20th, I submitted a payment request through my TWC account. However, when checking my account today, I saw that the payment request was processed for $0.00 for both weeks. Additionally, I received a message titled "statement of account" in my correspondence inbox. The message mentioned that my weekly benefit might be higher than my normal pay due to the average of my past wages being considered to determine the benefit amount. I have not been working since applying for DUA because of COVID-19. I successfully received benefits two weeks ago without any issues. When I submitted my payment request yesterday, I followed the same process as before. I am unsure why it now shows $0.00 for the last two weeks I requested payment. The situation is causing me stress, and I am seeking clarification on why this issue has occurred. Can someone please contact me to assist in resolving this matter? Your prompt attention to this matter would be greatly appreciated. Thank you, J.R.

To Whom It May Concern, I am reaching out for assistance with my Unemployment claim. Despite multiple attempts to contact TWC through phone and email via the External Contact Request System, I have been unsuccessful in resolving my issues. I initially filed for benefits on November 6th, [redacted], the same day I was laid off. While I received a payment on November 30th, I did not receive any further payments until January 5th, [redacted]. Consequently, I have been unable to submit Payment Requests for January 10th & 24th. After speaking with a representative at TWC who manually submitted a Payment Request for January 10th, I was advised to submit the request for January 24th. However, the system still shows that my benefits have expired. Due to these delays, I am accumulating late penalties and falling further behind. Despite my attempts, I have not received any callbacks from TWC, prompting me to reach out to you and all the TWC Commissioners for assistance in resolving this matter. Thank you, Ricky W. Coomer

Subject: Assistance Needed with Unemployment Benefits Dear Bryan Daniel, I require your assistance regarding my Unemployment benefits. Despite numerous attempts to contact via phone and email using the External Contact Request System, I have been unsuccessful in resolving my issue. I filed for Unemployment on November 6, [redacted], the same day I was laid off. After receiving a payment on November 30, [redacted], I did not receive any further payments until January 5, [redacted]. Subsequently, I have faced challenges in submitting my Payment Requests for January 10th and 24th. Despite speaking to a representative at TWC who manually processed a Payment Request for January 10th, I continue to encounter difficulties. As a result, I am falling behind on bills, accumulating late penalties. None of my calls to TWC have been returned, prompting me to reach out to you and all the TWC Commissioners for assistance in resolving this issue promptly. Thank you for your attention to this matter. Sincerely, Ricky W. Coomer [redacted] Coachwood Circle Fort Worth, TX [redacted] Cell: [redacted] [redacted] CC: J. Snyder

My disaster benefits ended on December 5, [redacted]. The system kept prompting me to file every two weeks, but it said there was no active claim. So, I filed a new claim, but the application had changed and I couldn't indicate self-employment. Now, I'm receiving $0 every two weeks under regular unemployment, and the Dua application is not updated. I've been trying to reach out for two weeks, but I keep getting disconnected after the first person. I also emailed but haven't received a response. I need to cancel the new claim for regular unemployment and extend the disaster relief assistance. I hope TWC can help me with this. Thank you.

I was transferred and put on hold for two hours yesterday, February 5, [redacted], only for the call to abruptly end. I then waited on hold for another 5 hours before having to prepare for bed. For over a month, I have been attempting to reach a TWC specialist to reopen or extend my claim. After working and then experiencing reduced hours before the holidays, I am unable to access benefits unless this specialist can reactivate my account. Despite the overwhelming number of calls due to the pandemic, the Unemployment portal directs me to call regarding my benefits, leaving me stuck in endless loops of menus and hold music. The continuous struggle to contact the specialist is frustrating, and after almost two months, I have made no progress.

Last year, my extended PEUC benefits were stopped on October 20, [redacted]. I was instructed to wait until after December 27 to re-apply. I've been keeping an eye out for any updates and finally heard from TWC on Jan 20, [redacted], that I might be eligible for the [redacted] PEUC benefits. Just a few days later, on January 25, [redacted], I received an unemployment determination from TWC stating I was approved for benefits. Then, on January 27, [redacted], I got instructions for Requesting Payment on Sundays. I followed the process and tried to request payment on a Sunday, but I encountered an error message saying it had been more than three weeks since my last request. The message instructed me to contact the TWC telephone center, but I haven't been able to speak with anyone yet, just getting a message telling me to try again.

On Wednesday, February 3, at 12:38 am, I submitted my payment request. Unfortunately, by the following Friday, I had not received the payment. I spent a frustrating nine hours from 7 am to 4 pm trying to contact customer service. Each time I called, I was transferred to different people and ultimately the call ended abruptly while waiting. I attempted to seek assistance online, but it was not helpful in resolving why I had not been paid. Even after a full day of trying to get help, my issue remained unresolved. I have called a total of nine TWC phone numbers, but none of them have provided any assistance. I am owed $1,[redacted] by TWC, and the lack of support and delays in resolving this matter have left me extremely frustrated. I am at home without any funds for groceries or essentials, feeling unsupported by the customer service representatives.

I attended a re-employment orientation that I was not aware was mandatory. Despite not receiving prior notification, I participated as instructed and was advised to contact them by 2/4/[redacted]. When I tried to reach out, I couldn't get through but I did provide evidence, including an email from my local workforce representative confirming the update of my information in the system. They claim I failed to report on time, now demanding money back and declaring me ineligible for benefits. I endured a 75+ day wait for assistance, faced an eviction hearing, and risk losing my home if payments are late. My electricity bill is past due and at risk of disconnection if left unpaid. I also supplied additional income details for them to determine my standard benefit amount back in November, which has yet to be processed. It seems clear to me that I do not owe money; if anything, they might owe me. Any assistance is greatly appreciated.

I was waiting on hold to speak to a customer service representative when I was informed about the high call volume and was advised to request a call back from an original TWC rep. I have been receiving payments since May 24th, [redacted]. I was attempting to set up retroactive payments from when I was initially unemployed on April 4th. When I requested a call back from a TWC rep, I received an email instructing me to keep applying for my weekly payments without addressing my issue. Despite sending proof of unemployment in a letter, I was only informed that they received my [redacted] and could not increase my weekly benefit amount. I have tried calling back multiple times to clarify my situation to no avail. Accessing a TWC rep in person would help resolve this matter efficiently. I have also tried reaching out via chat, but keep receiving unhelpful emails instead. Any assistance or guidance on this matter would be appreciated. Thank you, Robert.

I've been struggling to reach an unemployment agent. On my account, I have a message instructing me to call toll-free at [redacted] by February 18, [redacted], to discuss my eligibility for benefits. I've been trying to call since receiving this message, as I also need assistance with my claim and a copy of my application.

I filed for unemployment last fall and submitted a payment request. Despite the claim status indicating I should call teleserve, I struggled to reach someone. Finally, after a month, I spoke to an agent who was unsure why my claim was stalled. She promised to escalate it to supervisors and assured me I would be contacted. However, I was never contacted. I've attempted to call numerous times, to no avail. The delay in receiving benefits has caused me to lose everything. I urge for a swift resolution so I can rebuild my life and become self-sufficient once more.

I was receiving unemployment benefits until October [redacted] when my hours were restored to full-time. Unfortunately, my hours were reduced again on December 16. I visited the TWC unemployment benefits website and was advised to call a specific number. Despite numerous attempts, I kept encountering the same message instructing me to try again later. It has now been two months since my hours were reduced, and each week I face long hours on hold, sometimes up to 6-10 hours just to be disconnected. I was informed that I require a specific consultant to help unlock or reopen my claim.