TWC denied my benefits after TxDOT/TTEC fired me for 'work avoidance' - system issues were the real problem

You absolutely CAN and SHOULD appeal this determination. I went through something similar (different company but same 'misconduct' accusation for tech issues). You have 14 days from the date on your determination letter to file your appeal. Make sure you include all those screenshots and emails in your appeal documentation. In your appeal letter, explain factually what happened - focus on how you repeatedly reported the issues and tried to resolve them. Don't bash the company, just stick to facts. The burden is on the employer to prove misconduct, and system issues they failed to address isn't misconduct on YOUR part.

Thank you so much! The determination letter came 3 days ago, so I still have time. Did you win your appeal? How long did the process take? I'm worried about bills piling up while waiting.

omg TTEC did the EXACT SAME THING to me last year!! there systems are garbage and they know it. my supervisor even admitted the software had problems but corporate wouldnt approve the upgrade. still got fired and denied benefits tho. took me 2 months of fighting to get it overturned. dont give up

Wait, seriously? I'm starting there next week. Should I be worried? Now I'm wondering if I should keep looking for something else...

if ur good with computers u might be ok. but yea id keep looking tbh. their turnover is crazy high for a reason

The most important thing right now is filing that appeal properly. Make sure you continue requesting payments every two weeks even while your appeal is pending - this is crucial! If you win the appeal, they'll pay those back weeks, but only if you've been requesting them. For your appeal, organize your evidence chronologically with dates and times you reported issues. If any coworkers experienced similar problems, see if they'll provide statements for your case. The hearing will likely be by phone, so prepare a brief, factual summary you can present in about 5 minutes. If you find yourself getting emotional or angry during the hearing, pause, take a breath, and stick to the facts.

This is really helpful. I didn't know I needed to keep requesting payments. I'll start doing that right away. I actually do have a former coworker who might be willing to back me up - she had the same system issues. Should I get her statement notarized or is an email from her enough?

An email is fine, but if she's willing to participate in the hearing directly, that would be even better. At minimum, get her to write a statement that includes specific dates when system issues occurred, how they affected work performance, and whether management was aware of these problems. The more specific details, the better.

I worked for txdot call center back in 2023 and the computer systems were ALWAYS having problems. Half the time we couldn't even log into the database to look up customer accounts lol. Management just expected us to somehow magically help customers anyway. Lots of people got fired for

You really need to talk to someone at TWC directly about this. I recommend using Claimyr to get through to an actual person. I spent days trying to reach TWC about my appeal with zero luck - busy signals and disconnections constantly. Finally used Claimyr (claimyr.com) and got through to a TWC agent in less than an hour. They have a video showing how it works here: https://youtu.be/V-IMvH88P1U?si=kNxmh025COIlIzKh. The agent explained exactly what documentation I needed for my appeal and even put notes in my file. Made a huge difference in getting my claim sorted out.

I've been trying to call TWC for 2 days straight with no luck. I'll check out that service - at this point I'll try anything to get through to someone who can help with my appeal. Thanks for the recommendation!

This isn't misconduct by legal standards!!!! TWC defines misconduct as deliberate violation of employer policies or intentional disregard of employer interests. Technical issues BEYOND YOUR CONTROL don't qualify! I used to work at TTEC (different contract though) and can confirm their systems are notoriously bad. Make sure you emphasize in your appeal that you actively reported these issues multiple times, as this shows you were trying to properly perform your job duties. Request all documentation from your employer regarding these technical issues - they are required to provide it for your appeal.

I didn't know I could request documentation from them! Will they actually give it to me? My supervisor wasn't exactly helpful when I was reporting the problems.

Send a formal email to HR requesting all documentation related to: 1) Your technical issue reports, 2) Any maintenance tickets opened for your workstation, 3) Your performance reviews, and 4) The specific evidence they used to determine \

i had kinda the same thing happen at another call center job. the key to winning ur appeal is proving u did everything u could to try and fix the problems. do u have any performance reviews from before the system issues that show u were a good worker?

Yes! I actually got an 'exceeds expectations' on my 90-day review just 2 months before all this happened. The problems with the system didn't start until they did a software update in February. I'll definitely include that review with my appeal.

don't forget to keep looking for work during this whole process!! you have to do at least 3 work search activities each week or they can deny u again even if u win the appeal. thats what happened to my roommate lol

Update your resume to emphasize any technical troubleshooting skills you developed while dealing with these system issues at TTEC. Many employers will respect your ability to navigate challenging technical environments. Also, during your appeal hearing, be prepared for TTEC representatives to potentially claim they offered solutions you didn't implement. Have specific dates and times ready when you asked for help and what the response was. Appeals for misconduct cases can take 4-6 weeks to resolve, so definitely continue your job search while waiting.

4-6 weeks? That's a long time to go without income. I'm definitely applying for jobs already - had two interviews this week. Do you know if I can request an expedited hearing because of financial hardship? My savings won't last that long.

Unfortunately, TWC rarely expedites hearings regardless of financial hardship. However, if you find new employment before your appeal is resolved, you can still receive benefits for the weeks you were unemployed if you win. Just make sure to report any earnings accurately if you get part-time or temporary work during this period.

One more important thing - at the appeal hearing, the burden of proof is on TTEC to prove you committed misconduct. They need to show you deliberately violated policy, not just that you had performance issues due to their system problems. If they don't have documentation showing you were warned specifically about \

I'm going through something similar right now with a different company but same exact issue - system problems that they blamed on me as "work avoidance." From what I've learned researching this, you have a really strong case for appeal. The fact that you have screenshots of error messages and emails reporting the problems is HUGE. That shows you were proactive about trying to fix the issues, not avoiding work. Document everything chronologically - dates, times, who you reported to, what their response was (or lack thereof). Also, if you can get IT tickets or help desk records showing the system issues were real and widespread, that would be golden. I'm still waiting on my appeal hearing but my lawyer friend said cases like ours where there's clear evidence of technical problems beyond our control usually get overturned. Don't let them intimidate you - you've got this!

I'm so sorry you're going through this - the stress of losing your job AND having benefits denied is overwhelming. Based on what you've described, this sounds like a clear case of wrongful denial. System issues that you repeatedly reported are NOT misconduct, and TTEC's failure to address known technical problems doesn't make you liable. I'd also recommend documenting any witnesses who saw you struggling with the system issues - coworkers, supervisors who acknowledged the problems, anyone who can corroborate your story. When you file your appeal, include a cover letter that clearly states this was termination due to employer's technical failures, not employee misconduct. The fact that you have screenshots and emails reporting the issues puts you in a much stronger position than many people in similar situations. Stay strong and don't let them make you feel like you did something wrong - you didn't!

I work in IT and what you're describing with TTEC's systems is unfortunately very common in call center environments. Companies often prioritize cost-cutting over system reliability, then blame employees when the inevitable technical failures impact performance metrics. For your appeal, I'd strongly recommend requesting server logs and system downtime reports for the dates when you experienced issues - this kind of technical evidence can be incredibly powerful. If TTEC claims these don't exist or refuses to provide them, that actually works in your favor because it suggests poor system monitoring and maintenance. Also, check if your state has a "suitable work" clause that might protect you from being expected to perform adequately on faulty equipment. The fact that you proactively reported these issues multiple times shows you were acting in good faith as an employee. System administrators and IT departments typically keep detailed logs of crashes, freezes, and error reports - if TTEC can't produce evidence that their systems were functioning properly during your employment period, it significantly weakens their misconduct claim. Don't let them gaslight you into thinking this is your fault!

I'm a former TWC appeals officer and I want to give you some specific guidance on strengthening your case. First, when you file your appeal, use the exact language "separation due to equipment malfunction beyond employee control" - this helps categorize your case correctly. Second, in Texas, the employer must prove THREE elements for misconduct: 1) intentional act, 2) violation of known policy, and 3) harm to employer's interests. System failures you reported don't meet ANY of these criteria. Third, request a copy of TTEC's employee handbook - if it states employees should report technical issues (which you did), that actually supports your case that you followed proper procedures. I've seen dozens of similar cases get overturned when the employee had documentation like yours. The key is presenting it systematically: timeline of issues → reports made to management → lack of resolution → termination. Make sure to emphasize that you continued attempting to work despite the technical barriers. One final tip: if TTEC claims you should have found workarounds, ask them to specify in writing what workarounds were available and why they weren't communicated to you. Good luck - you have a very winnable case here.

I just want to echo what others have said - you have a really strong case for appeal! As someone who's been through the TWC appeals process twice (won both times), I can tell you that having documentation like your screenshots and emails puts you way ahead of most people. The 14-day deadline is crucial, so don't wait. When you write your appeal letter, keep it factual and professional - avoid emotional language even though what happened was frustrating. Focus on three key points: 1) You repeatedly reported technical issues to management, 2) The company failed to resolve known system problems, and 3) Your termination was based on performance impacts caused by their equipment failures, not misconduct on your part. Also, definitely continue requesting your weekly payments even while the appeal is pending - this is something a lot of people miss and then they lose out on back pay if they win. The appeal hearing will likely be by phone and typically lasts 30-45 minutes. You'll get to tell your side of the story, so practice explaining the situation clearly and concisely. Don't let TTEC intimidate you - they have to prove deliberate misconduct, which they can't do when you have evidence of reporting the problems. You've got this!

I'm going through almost the exact same situation right now with a different call center company! Reading through all these responses has been incredibly helpful - I had no idea about so many of these appeal strategies. Like you, I was fired for "work avoidance" when really their ancient computer system would freeze constantly and I kept reporting it to my supervisor. TWC denied my claim too and I've been feeling so defeated. But seeing all this advice about requesting system logs, using specific language like "separation due to equipment malfunction beyond employee control," and the fact that multiple people here have actually WON these types of appeals is giving me hope again. I'm definitely going to file my appeal now - I was honestly starting to think it was hopeless. Thank you for posting this and to everyone who shared such detailed, practical advice. Sometimes it really helps to know you're not alone in fighting these unfair denials. Please keep us updated on how your appeal goes - I think a lot of us are rooting for you!

I'm a former TTEC employee who went through something very similar about 18 months ago - same TxDOT contract, same system issues, same bogus "work avoidance" termination. The good news is I won my appeal! Here's what made the difference in my case: I documented EVERYTHING chronologically and included timestamps wherever possible. The appeal officer was particularly interested in the pattern of me reporting issues vs. their lack of response. I also managed to get a statement from our IT help desk showing multiple tickets I'd submitted about system freezes. When TTEC's HR rep tried to claim the system was working fine, I had concrete evidence proving otherwise. The whole appeal process took about 6 weeks, but I got all my back pay. One thing that really helped was having specific examples ready - not just "the system froze a lot" but "on March 15th at 2:47 PM, the customer database crashed while I was helping a customer with account #12345, and I immediately reported it to supervisor Jane Smith via email." That level of detail made it clear this wasn't employee negligence. You've got the screenshots and emails already, which is huge. Don't let them gaslight you - TTEC's systems are notorious and TWC knows it.

I just wanted to add one more crucial piece of advice that I learned the hard way during my own TWC appeal - make sure you get everything in writing from TTEC/HR when you request documentation. Don't accept verbal responses or claims that "we don't have those records." Send your documentation requests via email with read receipts, and if they claim certain records don't exist, ask them to confirm that in writing. I've seen cases where companies initially claimed they had no IT tickets or system logs, but when pressed for written confirmation, suddenly those records appeared. Also, if you have any performance metrics from before the system issues started showing you were meeting targets, include those too - it helps establish that your performance declined specifically after the technical problems began, not due to any work avoidance on your part. The contrast between good performance before system issues vs. problems after the technical failures started is powerful evidence. You're building a really strong case here with all the documentation you have. Keep pushing forward with that appeal!