TWC denied my benefits after ID.me verification - system shows I didn't verify but I DID!
I'm seriously going crazy right now! Applied for unemployment on December 11th and immediately got a notice saying I needed to verify my identity through ID.me. I completed the ENTIRE verification process on December 22nd (even got the confirmation email from ID.me saying I was verified). Today I checked my correspondence inbox and found a determination letter saying I'm DENIED benefits because I "failed to complete identity verification"!!! WHAT?! I absolutely DID verify! I've tried calling TWC at least 15 times today but either get a busy signal or it rings then hangs up on me. I've sent 3 emails through the contact portal and nothing. Has anyone else dealt with this disconnect between ID.me and TWC systems? How do I fix this when I can't even get through to a human? I'm about to lose my apartment next month if I can't get these benefits started.
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Jamal Edwards
This happened to me back in October. There's sometimes a glitch where ID.me verifies you but doesn't properly transfer that verification to TWC's system. You NEED to speak with a claim specialist to fix this - they can see that you completed verification through ID.me even if their system didn't update. The trick is actually getting through to someone.
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ThunderBolt7
•Thank you for confirming I'm not crazy! But how did you actually get through to someone? I've tried calling so many times at different hours!
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Mei Chen
i had the exact same issue lol!! i verified with id.me but twc said i didnt. kept getting busy signals for like a week straight. finally used a service called claimyr to get through to twc - it basically holds your place in line and calls you when it gets an agent. they have a demo video that explains it better than i can https://youtu.be/V-IMvH88P1U?si=kNxmh025COIlIzKh saved me hours of redialing. website is claimyr.com
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Liam O'Sullivan
•Is that service legit? Sounds kinda sketchy tbh. Did you actually get through to someone?
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Mei Chen
•yeah its legit! got me through to a twc agent in about 40 mins instead of trying for days. they connected me right to a person who fixed my id.me issue on the spot. benefits started processing that same day
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Amara Okonkwo
Make sure you're also checking the ID.me status in your TWC account portal, not just your email confirmation. Sometimes there are different statuses between the two systems. Also IMPORTANT: while trying to resolve this, you MUST continue requesting payment every two weeks on your scheduled day or you'll lose those weeks of benefits even after they fix the verification issue.
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ThunderBolt7
•Wait what? I need to keep requesting payments even though I'm currently denied? I'm so confused by this whole system. Where in the portal can I see the ID.me status? I've looked everywhere!
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Amara Okonkwo
•Yes, absolutely keep requesting payments! Once your ID verification issue is fixed, TWC will process those payment requests retroactively. You can find the ID.me status under 'Claim and Payment Status' then 'Claim Status' then look for a section about identity verification. If it shows 'Pending' or 'Not Complete' that confirms there's a disconnect between the systems.
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Giovanni Marino
this system is complete GARBAGE!! I had FIVE DIFFERENT ISSUES with my claim last year and every single one required calling. They make it IMPOSSIBLE to reach them and then punish YOU for their mistakes!!! The whole ID.me thing is a disaster - at least half the people I know had problems with it connecting to TWC's system. I spent literally 8 HOURS redailing before i got through.
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ThunderBolt7
•8 HOURS?! I don't have that kind of time or patience! Did you eventually get your benefits?
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Giovanni Marino
•Yeah but only after WEEKS of fighting with them! And they backdated everything so I got paid eventually but it was STRESSFUL AS HELL. This is why I tell everyone to document EVERYTHING - screenshots of your ID.me confirmation, dates, times, who you talked to. The system is designed to make you give up!!!
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Fatima Al-Sayed
Just so you know, the same thing that happened to you, happened to my cousin and she had to send an appeal letter. If you can't get through on the phone, you might want to consider filing an appeal against the determination. You have 14 days from the date on the determination letter to file it. You can do this online through your TWC account.
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ThunderBolt7
•Thanks for the tip! I'll look into the appeal process. Did your cousin eventually get approved after the appeal?
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Fatima Al-Sayed
•Yes, she did! It took about three weeks for them to process the appeal and reverse the decision. She included screenshots of her ID.me verification confirmation in the appeal documents, which I think helped her case.
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Dylan Hughes
have u tried going to a workforce center in person? sometimes its eaiser then calling. i gave up on calls and just went to the one near me in houston and they helped fix an identity issue i had. brought all my documents just in case
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ThunderBolt7
•I hadn't thought of that! There's one about 25 minutes from me. What documents did you bring? Just ID or everything?
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Dylan Hughes
•bring everything!! id, ssn card, birth certificate, anything with ur address, and printout of ur id.me confirmation if u have it. better to have too much than not enough lol. and go early cuz they get busy
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Jamal Edwards
Quick update on my earlier comment - the specific problem is that ID.me sends a token to TWC's system after verification, but sometimes that token expires or doesn't get properly recorded. Once you get through to someone at TWC, ask them specifically to check your 'identity verification token status' - that's the exact terminology they use internally. That will help them find and fix the issue faster.
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ThunderBolt7
•Thank you! That's super helpful to know the exact terms to use. I'm going to try that service someone mentioned above to get through, and if that doesn't work, I'll go to the workforce center in person. I'll update here once I get it resolved in case anyone has the same problem in the future.
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Liam O'Sullivan
My wife had a similar thing happen and what worked for her was sending a message through the TWC portal using very specific wording. She titled it "ID.me Verification Confirmation Not Received by TWC" and included her ID.me confirmation number and the exact date/time she completed it. Got a response in 3 days and they fixed it. Worth a try while you're also attempting to call.
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ThunderBolt7
•I'll try that exact wording! Thanks for the suggestion. I've sent generic messages before but using the specific title might help it get to the right department.
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