NY unemployment debit card never arrived - who to contact when phone lines are jammed?
It's been 3 weeks since I was approved for NY unemployment benefits and my debit card still hasn't shown up in the mail. I selected the debit card option instead of direct deposit (big mistake I guess). I've called the unemployment number at least 20 times but it's ALWAYS busy or I get disconnected after waiting forever. Is there a specific department or different number I should be calling about missing debit cards? Has anyone else had this problem recently? Starting to get desperate as rent is coming up!!
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StellarSurfer
Had the same issue back in January. You need to contact KeyBank directly at 1-866-295-2955 since they handle the NY unemployment debit cards. Don't bother with the regular unemployment line for card issues. When you call KeyBank, have your claim ID ready and tell them it's been 3+ weeks. They can tell you if the card was even mailed out and expedite a replacement if needed.
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Anastasia Romanov
•Thank you so much!! I had no idea I needed to call KeyBank directly. Will try this number right now.
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Sean Kelly
u might wanna switch to direct deposit anyway, the cards always have issues and fees. just sayin
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Anastasia Romanov
•Yeah I definitely regret not setting up direct deposit from the start. Hindsight is 20/20 I guess.
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Zara Malik
The same thing happened to me a few months ago! The KeyBank number helped but was still hard to get through. I finally used Claimyr.com to reach an actual NYSDOL agent who could see exactly what happened with my card (turns out they had my old address). The video at https://youtu.be/Rdqa1gKtxuE shows how it works. Worth it to get this resolved quickly because KeyBank sometimes gives you the runaround when it's actually an NYSDOL issue.
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Luca Greco
•Is that service legit? seems kinda sketchy to pay just to talk to unemployment ppl
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Zara Malik
•Yeah it's 100% legit. They don't handle your claim or anything - they just connect you to a real NYSDOL agent so you don't have to spend days redialing. I was desperate after waiting almost a month for benefits.
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Nia Thompson
Here's what you need to know about NY unemployment debit cards in 2025: 1. First, verify your mailing address is correct in your NY.gov account. Many missing cards are due to incorrect addresses. 2. KeyBank issues the cards and handles replacements. Their direct number is 1-866-295-2955. 3. Standard delivery is 7-10 business days after your first payment is processed (not after approval). 4. If it's been more than 15 business days since your first payment was issued, request a replacement card from KeyBank. 5. While waiting, you can switch to direct deposit for future payments through your NY.gov account under "Payment Method." Keep in mind that changing to direct deposit won't affect payments already sent to the debit card option, but will apply to all future payments.
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Anastasia Romanov
•Thank you for the detailed info! I just checked and my address is correct in the system. I'll definitely be switching to direct deposit for future payments while I sort this out.
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Mateo Rodriguez
THE WHOLE SYSTEM IS BROKEN!!!! I spent 2 MONTHS trying to get my card last year and no one would help. Called unemployment at least 50 times and either got hung up on or they told me to call KeyBank. Then KeyBank said it was NYSDOL's problem!!! Round and round in circles while I couldn't pay my bills!!! The whole thing is designed to make people give up on getting their OWN MONEY!!!
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Aisha Hussain
•I feel your pain! Went through similar nonsense when I moved apartments. The bureaucracy is unbelievable. Did you ever get your money in the end?
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Mateo Rodriguez
•Yeah but only after I got my state rep involved!! Had to email their office and fill out a form. Suddenly my card arrived 3 days later. FUNNY HOW THAT WORKS when they know someone important is watching!!!
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Luca Greco
my roommate just got his card last week it took like 4 weeks to come not 3... maybe just wait a little longer?
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Anastasia Romanov
UPDATE: Called KeyBank and they said my card was mailed out 18 days ago! They're sending a replacement that should arrive in 7-10 business days. Also switched to direct deposit for future payments. Thanks everyone for your help!
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Nia Thompson
•Great to hear you've got it sorted out! The replacement should come faster than the original since it's expedited. Make sure to activate it immediately when it arrives, and set up your PIN right away.
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Sean Kelly
•nice! direct deposit is def the way to go
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Aisha Hussain
I'm having the EXACT same problem but it's been over a month now! Did anyone try contacting the local unemployment office instead of calling? I'm wondering if I should just go in person tomorrow because I'm getting desperate too. I've got two kids to feed and rent is already late...
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StellarSurfer
•The local offices don't handle card issues directly, they'll just tell you to call the same numbers. Your best bet is either KeyBank directly or using one of the methods mentioned above to reach NYSDOL by phone. In your situation, I'd definitely recommend switching to direct deposit immediately for future payments while you sort out the card issue.
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A Man D Mortal
•@Aisha Hussain I feel for you with kids to take care of! Since it s'been over a month, definitely call KeyBank at that 1-866-295-2955 number first thing tomorrow morning. They can tell you exactly what happened with your card and expedite a replacement. Also, log into your NY.gov account right now and switch to direct deposit - it takes effect for the next payment cycle so you won t'have to deal with card delays again. If KeyBank gives you the runaround, consider using that Claimyr service someone mentioned to get through to NYSDOL directly. Don t'give up!
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Ev Luca
•@Aisha Hussain I m'so sorry you re'going through this with kids depending on you! A month is way too long. Definitely call KeyBank at 1-866-295-2955 first thing in the morning - they can see if your card was even mailed and rush a replacement. Also immediately switch to direct deposit in your NY.gov account so future payments don t'get stuck in this mess. If you re'still getting nowhere, try calling your state representative s'office like @Mateo Rodriguez mentioned - they can sometimes cut through the red tape when families are in crisis. Hang in there!
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Abby Marshall
If you're still having trouble getting through to KeyBank, try calling early in the morning right when they open (around 7-8 AM) - that's when I had the best luck reaching someone. Also, if you haven't already, check if your first unemployment payment was actually issued yet by logging into your NY.gov account. Sometimes people think they're approved but the first payment hasn't been processed, which means the card wouldn't be sent out yet. The 7-10 business day countdown only starts after that first payment is issued, not after you get approved for benefits. Hope this helps!
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Mikayla Davison
•That's really helpful advice about calling early! I just checked my account and my first payment was actually issued 2 weeks ago, so the card should definitely have been sent by now. I'll try calling KeyBank first thing tomorrow morning at 7 AM sharp. Thanks for the tip!
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Lia Quinn
For anyone still dealing with missing debit cards - I went through this nightmare last year and here's what finally worked: First, call KeyBank at 1-866-295-2955 early morning (7-8 AM) when wait times are shorter. Have your claim ID and Social Security number ready. If they say the card was mailed but you never got it, insist on an expedited replacement and ask for a tracking number. Second, immediately switch to direct deposit in your NY.gov account to avoid this mess in the future. Third, if you're getting nowhere with KeyBank after multiple calls, contact your state assembly member's office - they have a constituent services team that can cut through the bureaucracy when you're facing financial hardship. Don't let them pass you back and forth between agencies. Your benefits are YOUR money and you have every right to access them!
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Gianna Scott
•This is such comprehensive advice, thank you! I'm bookmarking this comment for future reference. The tip about getting a tracking number for the replacement card is brilliant - I never thought to ask for that. It's frustrating that we have to fight so hard just to access our own benefits, but posts like this really help newcomers like me navigate the system. Has anyone had success with the state assembly member route? That sounds like it could be a game-changer when you're really stuck.
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