TWC sent contradicting eligibility letters then impossible to reach by phone - stuck in limbo

UGH same thng happened 2 me in March!!! The contradicting letters are CLASSIC TWC confusion. One department doesn't know what the other is doing. I ended up driving to an actual workforce office (2 hour wait btw) and they told me the identity verification ALWAYS takes priority. So until that's resolved your claim is essentially frozen.

I swear the TWC phone system is DESIGNED to reject calls!!! It's not just you. Their whole system is broken and they know it. I fought with them for WEEKS last year about a similar issue. The contact forms are useless too - they claim 5-7 business days but mine took 16 days to get a response! The ID verification system is new and terrible. They rolled it out in January and it's been a disaster. Even when you submit correctly, their system doesn't always register it properly.

The contradicting letters are frustrating but actually normal in the TWC process. The eligibility determination and identity verification are handled by separate departments. Here's what I recommend: 1. Continue submitting your ID verification through the link they provided. Sometimes their system doesn't capture the first attempt. 2. Try calling at exactly 7:01am when they open - that's usually the best time to get through. 3. Make sure you're continuing to request payments every two weeks even if they're not paying you yet. You need to maintain your claim. 4. Document everything - take screenshots of your submission confirmations and keep a call log showing your attempts to reach them. If you need to speak with someone urgently, I'd recommend trying Claimyr (claimyr.com). They have a system that helps you get through to TWC without the endless busy signals. They have a video that shows how it works: https://youtu.be/V-IMvH88P1U?si=kNxmh025COIlIzKh. It helped me get through when I had a similar verification issue.

Just wondering - did you check your spam folder for emails from TWC? Sometimes they send important follow-up info there. Also, have you tried the Tele-Serv number (800-558-8321) instead of the main TWC number? Sometimes you can get through on that one when the main line is swamped.

The frustrating situation you're describing is unfortunately common with TWC's current system. When you receive contradicting determination letters, the identity verification requirement will always prevent payments until resolved, regardless of your separation eligibility determination. Since you've already submitted your identity verification, here's what you need to know: 1. TWC is currently taking 7-10 business days to process identity verification documents, but the backlog can extend this to 14+ days. 2. You should continue requesting payment every two weeks through your scheduled request days. These will show as "pending" until your identity is verified. 3. If it's been more than 10 business days since you submitted your ID verification, you can contact your state representative's office. They have special TWC liaisons who can often resolve these issues much faster than going through normal channels. 4. Make sure you're fulfilling your work search requirements (minimum 3 activities per week) and documenting them even while this issue is being resolved. The TWC system is designed to flag accounts that might be fraudulent, and unfortunately, legitimate claims often get caught in this process. Stay persistent - once your identity is verified, they should release any back payments you're entitled to.

I tried Claimyr last month when I was having the EXACT same problem getting through to TWC. It actually worked! I was skeptical at first but I was connected to a real person at TWC within about 20 minutes instead of fighting with busy signals for days. The agent was able to see that my identity verification had actually been received but wasn't properly marked in their system, so she manually updated it. Worth every penny for the peace of mind.

FYI, if you submitted your ID through the verification link, you should've received a confirmation email immediately. Did you get that? If not, the submission didn't go through and you need to try again. Their system is GARBAGE and frequently fails to accept uploads with zero notification that anything went wrong.

Quick update on identity verification timing: TWC just announced they're experiencing a backlog in identity verification processing due to a recent system upgrade. Current processing time is approximately 14-18 business days. If you need immediate assistance, calling at 7:01am still provides the best chance of connecting with a representative who can check your verification status.