For identity verification issues (which is what this sounds like), try calling their fraud department directly instead of the main number. The fraud dept number should be on their website and usually has shorter wait times because fewer people know about it. If it's actually an ID verification issue they can help you just the same as the main line.

I feel your pain! Same exact situation happened to me 3 months ago - got the dreaded "call within 7 days" email and spent literally 6 days straight trying to get through. What finally worked for me was a combination of things: 1) Called at exactly 7:59 AM (before they officially open) and somehow got in queue early, 2) Used redial on my phone so I could call back faster when it disconnected, and 3) Had multiple phones going at once (mine + borrowed my roommate's). I know it sounds extreme but I was desperate. Also document EVERYTHING - screenshots of your call log, the original email, etc. When I finally got through the agent said they see this all the time and they know their phone system is trash. Don't give up! Even if you miss the 7-day thing, keep trying and explain you've been calling nonstop. The agents are usually understanding about it since they deal with these complaints all day. You've got this! 💪

Just to add - make sure you're ready to start doing job searches right away too because NYS Department of Labor requires you to be actively looking for work. You'll need to log your job search activities and be able to provide proof if they ask for it. Don't let that part catch you off guard like it did me!

@Jade Santiago - Yes, definitely file today! Don't wait any longer. Since you lost your job on December 15th and it's now late December, you've already missed out on potential benefits for those weeks. When you file your claim on the NY.gov website, your benefit year will start from the date you file, not from when you were laid off. So the sooner you get that application in, the better. Make sure you have your Social Security number, driver's license, and employment information from your warehouse job ready when you apply. The process can take a little while to complete online, so set aside some time to do it properly.

I feel your pain with the confusing phone system! Just wanted to add that if you do use the 1-888-209-8124 number that Dmitri mentioned, make sure you have your claim confirmation number from your last filing ready too - sometimes the system asks for it. Also, if you get an error message saying the system is busy, try calling back in like 15-20 minutes rather than immediately. The automated system seems to have limits on how many people can use it at once. Hope this helps and you get through soon!

I went through the same exact frustration last month! The key is to call 1-888-209-8124 during your designated filing window (sounds like you figured out yours is Tuesday-Thursday). I found the best time is actually around 6-7 AM on Tuesday mornings - way less traffic on the system. Also pro tip: if the automated system tells you "your call cannot be completed" don't hang up right away, sometimes it still connects you after a few seconds. Make sure you have your SSN, PIN, and last week's confirmation number ready. The whole process takes about 5-10 minutes once you get through. Hang in there - the system is definitely poorly designed but it does work eventually!

Just went through this same confusion last month! The NY DOL website actually has a countdown timer that shows when weekly certification opens - it's at the top of the page once you log in. Really helps take the guesswork out of it. Also, don't stress too much about the exact timing - I've claimed anywhere from Sunday morning to Wednesday and still got paid on the same Tuesday. The system is pretty forgiving as long as you get it done within the week!

Welcome to the unemployment filing world! Just filed my first claim last month too and was just as confused. One thing that really helped me was bookmarking the NY DOL login page and checking it Saturday night around 11:45 PM - you'll see the system update right at midnight and the "Weekly Certification" button becomes active. Also heads up - if you're planning to do it Sunday morning, have your coffee ready because the questions take about 10-15 minutes to complete properly. Better to be awake and focused than rush through it! Good luck! 🍀

I went through the exact same confusion! Looking at your transcript, the key thing to understand is that your taxable income was already $0 before the unemployment tax exclusion. Even though $10,200 of your unemployment is now tax-free, it doesn't change your bottom line since you weren't paying tax on it anyway due to the standard deduction. The IRS only sends additional refunds if you actually paid tax on unemployment income that's now excluded. In your case, with such low overall income, you were already in the 0% tax bracket. I know it's disappointing when you hear about others getting refunds, but your transcript is actually showing everything is correct - no additional refund is coming because none is owed.

I'm dealing with a similar situation and your transcript actually tells the whole story! Looking at your numbers - AGI of $10,898 with $0 taxable income - you were already below the tax threshold before the unemployment exclusion even existed. The $10,200 exclusion only helps people who actually paid tax on their unemployment benefits. Since you had such low total income, you qualified for the standard deduction which brought your taxable income to zero anyway. It's frustrating because everyone talks about getting these unemployment refunds, but if you weren't paying tax on that income originally, there's nothing to refund. The IRS isn't processing your case because mathematically, you don't qualify for an additional refund. Your situation is actually resolved correctly - no action needed!