TWC Claim stuck with nameless caseworker - how to get contact info?
I filed for unemployment in January and my claim has been sitting with a caseworker for almost 8 weeks now. Every time I call TWC, the reps just say "your claim is still under review and nothing is needed from you at this time." But it's been TWO MONTHS! I've asked for the caseworker's name or direct number so I can explain my situation (I was laid off from my accounting job after the company downsized), but they refuse to give me any contact info. My savings are nearly gone and I still haven't received a single payment. Does anyone know how to actually get your caseworker's contact info or if there's someone higher up I can talk to? I'm desperate to get this moving faster.
23 comments
Join the conversation
Keisha Thompson
they dont give caseworker info on purpose... its to stop people from harassing them. just keep waiting, mine took 10 weeks before i got approved.
0 coins
TechNinja
•10 weeks?? I can't wait that long. I've got bills piling up and my rent is due next week. There has to be some way to reach an actual decision maker.
0 coins
Paolo Bianchi
I went through something similar last year. The trick is to ask for a "status escalation" when you call the main TWC number. Don't ask for the caseworker directly - they'll never give you that info. Instead, tell them you need to escalate due to financial hardship and request that your case be flagged for priority review. They're required to at least note that in your file, which can sometimes get things moving faster.
0 coins
TechNinja
•Thank you! I'll try asking for a status escalation specifically. Did that end up working for you? How much longer did you have to wait after requesting the escalation?
0 coins
Paolo Bianchi
•After I requested the escalation, it took about 5 business days before I got a determination letter. But make sure you emphasize the financial hardship part - that's what triggers them to flag it for expedited review.
0 coins
Yara Assad
TWC IS A JOKE!!! I went through EXACTLY the same thing in February. Called EVERY SINGLE DAY for weeks and got the SAME RUNAROUND! "Just wait" "Nothing needed" "Can't tell you who has your case" MEANWHILE MY ELECTRICITY GOT SHUT OFF!!!! The system is DESIGNED to make you give up!!!!!
0 coins
Olivia Clark
•While I understand your frustration, there actually are ways to get your case moving. Contact your state representative - they have designated TWC liaisons who can look into stalled claims. Also, if you request to speak with a supervisor when you call, they sometimes have more authority to check on case status and push things along.
0 coins
Javier Morales
I worked for TWC for 6 years (left in 2022), and I can give you a few insider tips. First, caseworkers have anywhere from 150-300 cases at a time, so individual outreach is nearly impossible. Second, there's a specific approach that works better: 1. Call the main TWC number 2. When you reach a rep, immediately ask to speak with a Tier 2 specialist (not a supervisor) 3. Explain that your claim has exceeded the standard processing time of 21 days 4. Request an "adjudication escalation" (this is different from a status escalation) 5. Get a confirmation number for your escalation request They won't give you the caseworker's direct info, but this process will flag your claim in the system. Also, calling early in the morning (7:01am) usually means shorter wait times.
0 coins
TechNinja
•This is incredibly helpful! I'll try calling right at 7:01am tomorrow and ask specifically for a Tier 2 specialist and an adjudication escalation. Thank you so much for the insider knowledge.
0 coins
Natasha Petrov
When my claim was stuck last year, I tried literally EVERYTHING and couldn't get through. The busy signals and disconnects were driving me insane. Then someone on this forum recommended Claimyr.com and it was a game changer! They got me connected to an actual TWC agent in about 20 minutes after I'd been trying for WEEKS on my own. The agent was able to see that my claim had been assigned to the wrong department and fixed it right away. They have a video that shows how it works: https://youtu.be/V-IMvH88P1U?si=kNxmh025COIlIzKh. Seriously worth checking out if you're desperate to get this resolved.
0 coins
Keisha Thompson
•is that service legit? seems sketchy that u have to pay to talk to somone you should be able to talk to for free
0 coins
TechNinja
•I'm going to try the Tier 2 specialist approach first, but if that doesn't work by Friday, I might try this. I'm getting desperate. Did the TWC agent you spoke to explain why your claim was taking so long?
0 coins
Connor O'Brien
omg my friend had same problem!! her thing was stuck for like 2 months and she was about to get evicted. she ended up emailing the ombudsman office (i think thats how u spell it lol) and they actually called her back in 2 days! try looking up "TWC ombudsman" and email them about your situation. i think theres a form on the website
0 coins
Olivia Clark
•The Ombudsman's office is specifically for businesses, not individual claimants. Your friend likely contacted the Commission Appeals office or the Executive Director's office. For individual claims stuck in processing, the best contact is either your state representative or the Commission Appeals department if you've already received an adverse determination.
0 coins
TechNinja
Update: I tried calling at 7:01 am today and asked for a Tier 2 specialist like suggested. After about 40 minutes on hold, I finally got to speak with someone more knowledgeable. They confirmed my claim was assigned to an adjudicator on February 9th but there's a backlog. They put in an "adjudication escalation" for me and gave me a confirmation number. They said I should hear something within 5-7 business days. Fingers crossed this works! Will update when I know more.
0 coins
Javier Morales
•This is excellent! The confirmation number is crucial - it means they actually entered the escalation into the system. Make sure to keep calling every 5 business days if you don't hear anything. Each time you call, reference that confirmation number and ask for an update on the escalation. The squeaky wheel approach works with TWC as long as you're polite but persistent.
0 coins
Amina Diallo
My husband had his claim stuck for 6 weeks and we were told nothing was needed too! Then randomly we got a letter saying he needed to provide proof of job search activities for weeks we didn't even know he was supposed to be searching! The whole system is so confusing. Make sure you're doing your work searches even if you haven't been approved yet!
0 coins
Olivia Clark
•This is an important point. Even while your claim is under review, you need to be completing and documenting at least 3 work search activities each week. If you're not already doing this, start immediately and keep detailed records. When your claim is eventually processed, they may request retroactive work search information, and without it, you could face disqualification.
0 coins
Paolo Bianchi
Don't forget to check your correspondence inbox on the TWC website too. Sometimes they send requests for information through the portal instead of mail, and if you miss those notifications, it can delay your claim further. Log in daily to check for any new messages or action items.
0 coins
TechNinja
•I've been checking the portal every day and there's nothing new - just shows my claim as "under review" with no action items. The frustrating part is sitting in limbo with no information about what's happening or when it might be resolved.
0 coins
Olivia Clark
Final update: After following the advice here about requesting a Tier 2 specialist and an adjudication escalation, I received my determination letter today! My claim was approved and they're releasing 8 weeks of back payments. For anyone else stuck in this situation, the combination of calling early (7:01am), asking specifically for a Tier 2 specialist, and requesting an "adjudication escalation" with a confirmation number was what finally worked. Thank you all for your help - this forum literally saved me from eviction.
0 coins
Javier Morales
•Excellent news! Make sure you continue submitting your payment requests on your assigned filing days even after receiving this initial payment. Also, double-check that your payment method (direct deposit or debit card) is set up correctly in the system to avoid further delays.
0 coins
Yara Assad
•CONGRATS!!! So happy for you! TWC should make this info public instead of making us struggle and stress for MONTHS!!!
0 coins