TWC callback leaves voicemail texts instead of actual calls - normal procedure?

Ugh YES this happened to me last month! I requested callbacks like 5-6 times and kept getting those stupid voicemail texts. The recordings were always super muffled and never addressed my actual questions. I think it's their way of marking your case as "handled" without actually having to talk to you. Pure bureaucratic BS if you ask me. After two weeks of this nonsense I finally got through to someone by calling at exactly 7:00am when they open.

this is normal for them now. they started doing this during covid and never stopped. the system is broken but what else is new with twc lol

This is actually a relatively new procedure TWC implemented to handle their call volume. The voicemail-text system is their attempt to answer simple questions without tying up their phone lines. However, it's clearly not designed for complex claim issues that require back-and-forth conversation. For your situation, I recommend: 1. Call precisely at 7:00 AM when their phone lines open 2. Specify that your issue requires interactive assistance (use these exact words) 3. If the automated system offers a callback, decline it and stay on hold 4. Request to speak with a claims specialist, not just a general representative It's frustrating, but persistence is key with TWC contacts.

Had the same issue trying to get my claim fixed after they messed up my identity verification. Those voicemail texts are useless! I ended up having to drive to the actual workforce office in person. Not ideal if you don't have transportation, but at least I finally got a human to help me.

I've been dealing with TWC for almost 10 years off and on during seasonal layoffs and this callback-voicemail thing is definitely new and SUPER annoying. I used to at least get a real person calling back even if it took days. Now it's just these useless recordings that don't help at all. I found a service called Claimyr that basically connects you directly to a TWC agent without the wait. Saved me hours of frustration last month when my payment request got stuck. They have a video showing how it works: https://youtu.be/V-IMvH88P1U?si=kNxmh025COIlIzKh and their website is claimyr.com. Not free but honestly worth it when you're desperate to talk to someone.

I work with unemployment claims professionally, and I can confirm this is their current standard procedure when call volumes are high. The TWC callback system is automated, and when agents can't process all the callback requests, the system defaults to leaving these voicemail-texts instead. A few things to try: - Be extremely specific in your initial call about why you need assistance (mention "payment processing error" or "identity verification issue" rather than "check my status") - Call on Tuesday-Thursday between 10am-2pm (slightly lower call volumes) - Use the Tele-Serv system (800-558-8321) for basic status checks instead of the main line - Make sure your contact information is correctly listed in your TWC account If you're dealing with a time-sensitive issue like potential benefit disqualification or an approaching appeal deadline, note this clearly in your call.

one more thing - make sure your phone isnt blocking unknown numbers. my phone was doing that and thats why i wasnt getting the actual calls only the vm texts

Update us if you get through! I'm having similar problems with my claim and can't get a human on the phone either. The whole system is designed to make us give up I swear.

UPDATE: I finally got through! Turns out both things people suggested were issues - my phone WAS blocking unknown callers AND I needed to be more specific about my problem. I called at 7:01am today, told them I had an "identity verification issue preventing payment processing" and got connected to a real person after only 20 minutes on hold! They fixed everything and my payment should process in 2-3 business days. Thanks everyone for the help!