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!

So glad you got through @Dylan! This is exactly why I love this community - we actually help each other figure out these bureaucratic nightmares. I've been dealing with TWC for months on a different issue and was starting to think the callback system was completely broken. Going to try the early morning call + specific problem description combo next week. It's ridiculous that we have to jump through all these hoops just to talk to someone about our own benefits, but at least now I know there's a method that works!

This is such a relief to read! I've been stuck in the same voicemail text loop for over a week now and was starting to think I was going crazy. The recordings they send are always so garbled and generic - like they're reading from a script that has nothing to do with my actual question. I'm definitely going to try the 7am call tomorrow with the specific language about "identity verification issue" since that's exactly what I'm dealing with too. It's honestly disgraceful that we have to crack some kind of code just to talk to someone about our unemployment benefits, but thank you everyone for sharing what actually works!

This thread is so helpful! I've been dealing with the exact same voicemail text runaround for almost 3 weeks now. Every time I request a callback, I just get these muffled recordings that don't address my specific questions about why my payments are on hold. It's incredibly frustrating when you're already stressed about finances and then can't even get basic information about your own claim. I'm definitely going to try the early morning calling strategy with specific language about my issue. Reading through everyone's experiences here makes me feel less alone in this mess - TWC's system really does seem designed to wear people down until they give up. Thanks @Dylan for sharing your success story and to everyone else for the practical tips. It shouldn't be this hard to access our own benefits, but at least now I have a game plan!

This whole thread is giving me hope! I've been stuck in the same callback voicemail loop for 2 weeks now and was starting to think I was losing my mind. Every time I request a callback, I get these barely audible text voicemails that sound like they were recorded underwater. Meanwhile my claim has been "under review" for over a month with zero explanation. I'm going to try the 7am calling strategy tomorrow with the specific language everyone mentioned. It's absolutely ridiculous that we need a secret formula just to speak to someone about our own unemployment benefits, but I'm grateful this community exists to help us navigate TWC's broken system. Will definitely report back if I have any success - fingers crossed!

I'm so glad I found this thread! I've been dealing with the exact same issue for the past 10 days - requested callbacks 6 different times and only got those awful voicemail texts that are completely impossible to understand. It's like they're speaking through a tin can underwater! My claim got flagged for some kind of "eligibility review" and I have no idea what that even means or what I need to do about it. Reading everyone's success stories here is giving me so much hope though. I'm definitely going to try the 7am call tomorrow morning and use the specific language about "eligibility review issue" that everyone mentioned. It's honestly insane that we need to crack some kind of secret code just to talk to someone about our unemployment benefits, but I'm so grateful for this community helping each other figure out TWC's nightmare system. Will definitely update if the early morning strategy works for me too!

I'm dealing with this exact same issue right now! Been waiting for callbacks for over two weeks and all I get are these garbled voicemail texts that sound like they were recorded in a tunnel. My claim has been stuck on "pending" status and I can't get any real answers about what's going on. Reading through everyone's experiences here is both frustrating (that we all have to deal with this broken system) and reassuring (that I'm not the only one going crazy trying to reach an actual human). I'm definitely going to try the 7am calling strategy tomorrow with the specific language about my "pending claim status issue." It's absolutely ridiculous that accessing our own unemployment benefits requires decoding some kind of secret phone system, but I'm so grateful for communities like this where we can share what actually works. The fact that so many of us are dealing with the same voicemail text runaround really shows how broken TWC's callback system has become. Thanks to everyone for sharing their strategies - fingers crossed the early morning approach works for me too!

This is incredibly helpful information! I've been dealing with TWC for a disability claim issue and kept getting those same muffled voicemail texts instead of actual callbacks. I had no idea about the "Silence Unknown Callers" setting potentially blocking the real calls - just checked and mine was turned on! I'm going to try the 7am calling strategy tomorrow and be very specific about having a "disability claim processing issue" since that seems to be key. It's honestly disgusting that we need to treat contacting our own benefits office like some kind of military operation, but I'm so grateful for everyone sharing what actually works. The fact that this thread has so many people with identical experiences really shows this isn't just individual bad luck - TWC's callback system is fundamentally broken and they're using it to avoid actually helping people. Thank you @Dylan for the update and everyone else for the detailed strategies!

This entire thread is a perfect example of how broken the TWC system has become! I've been dealing with the exact same voicemail text nightmare for almost a month now. Every single callback request turns into these incomprehensible recordings that sound like they were made during an earthquake. What really gets me is that this isn't just affecting a few unlucky people - literally dozens of us in this thread alone are experiencing identical issues. That tells me this is a deliberate cost-cutting measure disguised as "improved efficiency." They'd rather send us automated garbage than actually staff their phones properly. I'm definitely going to try the 7am strategy with specific problem language that everyone's mentioned. My issue is a "benefit year end transition" problem that's been dragging on for weeks. It's shameful that we need to crowdsource solutions just to access our own unemployment benefits, but I'm genuinely grateful for communities like this where we can help each other navigate their bureaucratic maze. The fact that @Dylan finally got through gives me hope that persistence and the right approach can work. Will definitely report back after trying the early morning call tomorrow!