TWC payment request line keeps dropping after 'additional information needed' message - what now?

Unfortunately, this is super common with TWC right now. The 'additional info needed' message usually means they need to verify something about your work search activities or the reason you're unemployed. The dropping calls are happening to everyone because their phone system is completely overwhelmed. You have three options: 1) Keep calling first thing in the morning when they open (7am), 2) Use the online portal to check if there's any message or questionnaire in your correspondence inbox, or 3) Visit a Workforce Solutions office in person, but you might need an appointment depending on your location.

omg same thing happening 2 me rn!! its so frustrating i swear they do this on purpose. been calling for 3 days and either busy signal or drops the call. like how r we supposed to provide 'additional info' if nobody will talk to us??

When this happened to me last month, it turned out they needed to verify my ID.me account again for some reason. The additional info request doesn't always show up in your online portal right away. Keep checking both your email and regular mail. I wasted two weeks trying to call before I realized they had actually sent me an email about it that went to my spam folder. 🤦‍♀️

Try using Claimyr to reach TWC. I was in the exact same boat last week - needed to provide additional info and couldn't get through no matter what time I called. I was skeptical but used Claimyr (claimyr.com) and they got me connected to a TWC agent in about 20 minutes. There's a video showing how it works: https://youtu.be/V-IMvH88P1U?si=kNxmh025COIlIzKh Turns out they needed to verify my work search activities from the previous period because one employer had contacted them. Once I explained everything to the agent, they cleared it right away and my payment was processed the next day.

@profile8 Yes, it actually works. I was hesitant too but was desperate after trying for days. They basically keep dialing for you and then call you when they get through to a TWC agent. Saved me so much frustration.

I work with unemployment claims professionally, and here's what you need to know about the "additional information needed" message: 1. It can mean several things: verification of work search activities, questions about your availability for work, discrepancies in reported earnings, or identity verification issues. 2. Check your TWC correspondence inbox DAILY - sometimes the online system lags by 24-48 hours. 3. If you're eligible for payment but they need extra verification, you'll typically receive backpay once the issue is resolved. 4. Document every attempt you make to contact them (dates, times). 5. The TWC system automatically flags certain patterns in claims for additional verification - it doesn't necessarily mean you've done anything wrong. For fastest resolution, try calling exactly at 7:00 am Monday morning or visiting a Workforce office in person with your claim information.

The Workforce office staff can access basic information about your claim status and might be able to see what verification is needed. They can sometimes resolve simple issues on the spot, but for more complex matters, they'll need to connect you with a TWC claims specialist. If you go to an office, bring your ID and any TWC determination letters you've received. And no, unfortunately there's no way to see exactly what information they need without speaking to someone or receiving correspondence. The system isn't set up to display that level of detail to claimants through the portal.

THE ENTIRE TWC SYSTEM IS DESIGNED TO MAKE YOU GIVE UP!!! I had the EXACT same issue last month and wasted TWO WEEKS trying to get through. FINALLY got through to an actual person who told me they just needed to verify ONE STUPID THING about my previous employer that could have been handled with a 2-minute email!!! They make it IMPOSSIBLE to contact them and then act like it's YOUR FAULT when you can't provide the "additional information" they refuse to tell you about!!! THE SYSTEM IS BROKEN BY DESIGN!!!

Have u tried the callback feature? Sometimes when u call the main number and go thru the menu theres an option to request callback instead of waiting on hold. Worked for me once but not always available.

Quick update based on your situation - since it's Friday already and you've been trying all week, I'd recommend this approach: 1. Try calling one more time today if possible 2. If that doesn't work, use Claimyr as mentioned above or visit a Workforce office Monday morning 3. In the meantime, submit a message through the TWC portal contact form explaining your situation (though responses can take 5-7 days) The good news is that once you get this resolved, you should receive all the payments you're eligible for, even if delayed. The system is frustrating but eventually works out for most people.

I went through this exact same nightmare about 6 months ago! The "additional information needed" message drove me crazy for weeks. Here's what I learned that might help you: 1. The message can sometimes be triggered by something as simple as a slight discrepancy in how you reported your work search contacts vs. what they have on file from employers. 2. Try calling the Tele-Serv line (800-558-8321) instead of the main customer service line. Sometimes it will give you more specific information about what's holding up your claim. 3. If you do make it to a Workforce office, ask them to print out your "claim summary" - this sometimes shows internal notes about what verification they need. 4. Keep a detailed log of every call attempt with dates/times. If this drags on, you can file a complaint with the Texas Workforce Commission ombudsman. The most frustrating part is not knowing WHAT information they need! But hang in there - once you get through to someone, it's usually resolved quickly. Most of these "additional info" holds are for pretty minor verification issues.

I feel your pain - dealing with TWC's phone system is absolutely maddening! I went through something similar last year and here's what finally worked for me: The "additional information needed" message is often triggered by their automated system flagging something for review - could be anything from a minor discrepancy in your work search log to them needing to verify something your former employer reported. Since you're in such a time crunch with bills due Monday, here's my suggestion: Call the moment they open Monday at 7:00 AM sharp, but also have a backup plan ready. If you can't get through by 9 AM, head straight to your nearest Workforce Solutions office. Even if they can't resolve everything on the spot, they can at least tell you exactly what information is needed and potentially expedite the process. Also, double-check that your claim hasn't been switched to requiring weekly rather than bi-weekly certification - sometimes that change happens without clear notification and can cause payment delays. Don't give up! The system is frustrating but your benefits are there waiting once you get past this verification hurdle. Keep us posted on what happens!

I'm dealing with this exact same issue right now! Been trying to get through for three days straight and the call drops every single time right when I'm about to talk to someone. It's like they're doing it on purpose. One thing that helped me figure out what might be going on - I called my former employer directly and asked if they had reported anything to TWC recently. Turns out they had submitted some kind of update about my separation that triggered the additional info request. At least now I know what I need to clarify when I finally get through to someone. Have you tried calling super early like 6:55 AM and just sitting on hold until they officially open? Sometimes you can get in the queue before the system gets completely overwhelmed. Also worth trying the 800-939-6631 number instead of the main one - I've had slightly better luck with that line. This whole system is absolutely ridiculous though. How are we supposed to provide information if they won't tell us what they need and then make it impossible to reach anyone? Hope you get through soon!