NY unemployment payment released but not on KeyBank card for 2 weeks - what's wrong?

This happened to me in January. The issue was that my payment was 'stuck' in processing between DOL and KeyBank. When you call DOL, ask them specifically for the transaction ID number for your payment and the exact timestamp it was sent to KeyBank. Then call KeyBank with that specific information and ask them to trace it. The regular customer service reps often can't see these pending transactions, you need to speak with their ACH department.

same thing happnd to me last month!!! so frustrating when both sides keep saying its not their problem. ended up being somthing with my account verification that keybank randomly decided to do. check if your card is still active in the app, mine got frozen without any notification

The NYSDOL system has been having issues with payment transfers ever since they did that big update in February 2025. Their system shows payments as 'released' but they're actually still in their processing queue. I've been dealing with this garbage for months. When you call DOL, you need to specifically ask if your payment has been released from their INTERNAL processing system, not just what shows on your online account. Those are TWO DIFFERENT THINGS that they don't explain to anyone!!!

This sounds so stressful! Hope you get it figured out soon. 🙏

After the December system update, there have been several reports of payment delays between DOL and KeyBank. Here's what you need to do: 1. When you contact DOL, request to speak with a Tier 2 benefits specialist - regular reps don't have access to the detailed payment status information you need. 2. Ask them to check the payment clearance status in SUTI (System for Unemployment Transfer Integration) - not just the regular claims system. 3. Get the transaction validation code and timestamp. 4. Contact KeyBank's specialized government benefits team at 866-295-2955 (different from the regular customer service number). 5. Provide them with the validation code and ask them to check their pending transaction queue. In many cases, the payment gets flagged for additional verification due to the new fraud detection measures implemented in 2025. This process can delay transfers by 7-14 business days.

My cousin had the same issue for like 3 weeks and it was because his address on file with DOL and KeyBank didn't match EXACTLY. Like one had Ave. and one had Avenue. Might be worth checking if all your info matches perfectly between the two systems.

I had this exact problem last month and wasted DAYS trying to get through to DOL. I finally found a service called Claimyr that got me connected to an actual claims specialist in about 20 minutes instead of spending hours on hold. The agent was able to see that my payment was stuck in their verification system and pushed it through to KeyBank while I was on the phone. Money was on my card the next day. Check out their demo video if you want to see how it works: https://youtu.be/Rdqa1gKtxuE. Their website is claimyr.com. Definitely worth it when you're dealing with time-sensitive payment issues.

i got the same problem rn. money shows released on dol website since March 8 but nothin on my card yet. let me know if u figure it out!

One more thing to check - log into your KeyBank account online (not just the mobile app) and look for any alerts or action items. Sometimes they place a hold on deposits for verification but only notify you through the web portal, not the app. It's a ridiculous system but worth checking.