Account locked for months after identity theft - DEO never responds to calls

I went through something similar in February. The ID theft situation with DEO is completely out of control right now. After submitting my documents, I was stuck in limbo for almost 8 weeks with my account locked. What finally worked was emailing DEO.SecureUpload@deo.myflorida.com with the subject line "URGENT - IDENTITY VERIFICATION DOCUMENTS - [your claimant ID]". Make sure to include your full name, claimant ID, last 4 of SSN, date of birth, and phone number in the email body. Also, instead of calling the main number, try 833-FL-APPLY (833-352-7759) and select option 5, then 2, then 2 again to get to the ID verification department specifically. Be persistent - I had to email three times before getting a response. Once someone finally reviewed my case, my account was unlocked within 24 hours.

The CONNECT system is a JOKE!!! I had the EXACT same problem but it was because someone filed a fake claim using my info. Took me FOUR MONTHS to get my account unlocked!!!! Called every single day for weeks and no one would pick up. DEO doesn't care about us at all!!! The only thing that worked was contacting my state representative's office. I found my rep on myfloridahouse.gov, sent their office an email explaining everything, and their constituent services person called DEO on my behalf. My account was magically unlocked 2 days later after MONTHS of nothing. DEO IS BROKEN and they know it!!!! Good luck

I used a service called Claimyr to get through to DEO after being locked out for nearly 2 months due to suspected fraud on my account. It basically keeps dialing for you and gets you in the call queue. Costs money but was worth it after weeks of trying to get through myself. Their website is claimyr.com and they have a video showing how it works: https://youtu.be/UzW_hbUy-ss?si=zORd51jeq1GX5Ldj Once I actually got through to someone in the fraud/ID verification department, they were able to verify all my documents were already in the system and unlock my account while I was on the phone. Took about 15 minutes once I actually spoke to someone. Just needed to actually reach a human!

I work with a non-profit that helps people navigate DEO issues, and identity theft cases are unfortunately extremely common right now. DEO is dealing with a massive backlog of these cases. A few important tips for anyone dealing with a locked account due to identity issues: 1) Make sure you completed the ID.me verification correctly. A lot of people miss steps in the process. 2) If you've already submitted documentation through the secure upload portal AND completed ID.me verification, you need to specifically request an "identity unlock review" when you eventually reach someone. 3) The most direct DEO number for identity issues is 833-FL-APPLY (833-352-7759). The best times to call are Tuesday-Thursday between 8:30-9:30am or 4:00-4:45pm. 4) If you've been waiting over 30 days for account access after submitting all required documentation, you can request an expedited review by emailing IdentityVerification@deo.myflorida.com with "EXPEDITE REQUEST - [Claimant ID]" in the subject line. 5) Document everything - dates of calls, confirmation numbers, agent names, email receipts, etc. This will be important if you need to escalate your case. Hope this helps!

my wife had the same thing happen got locked out for like 2 months. she kept calling that stupid number everyday and nothing. then she found out about the ID.me thing and did that and got an email saying she was verified but her account was still locked. she kept calling and finally got through to someone who told her she had to wait for a "determination letter" or something. took another 3 weeks but they finally unlocked it. whole system is a mess tbh

To provide an update for everyone in this thread: After following the advice here, I was able to get my account unlocked yesterday! What ultimately worked: 1. Called the 833-FL-APPLY number at exactly 8:30am with options 5-2-2 2. Got through after only 2 attempts (shocking!) 3. Spoke with a very helpful agent named Maria who verified all my documents were already in the system 4. She escalated my case to a supervisor for immediate review 5. Received an email about 4 hours later that my account was unlocked The agent confirmed they're dealing with a huge backlog of identity theft cases, and that cases often get stuck if you don't specifically ask for an escalation. She also mentioned they're prioritizing cases that are over 45 days old (mine was at 52 days). Thank you everyone for your help! Hope this works for others in the same situation.