Here’s what to do if you’re having issues getting unemployment benefits

CHARLOTTE, N.C. — Many viewers have contacted Action 9 frustrated because they are waiting to receive or have been denied unemployment benefits.

In North Carolina, more than 1.4 million people have filed claims, and the state has paid out more than $10 billion in benefits.

In South Carolina, more than 850,000 claims have been filed since the pandemic started, and the state has paid out more than $5.3 billion in benefits during that time.

But North Carolina has denied more than 30% of the claims it’s received so far, and about 2% are pending.

ALSO READ: How to avoid owing the state money for unemployment

Debra Wilson is a bus driver for Union County Public Schools. When the pandemic hit and schools moved to remote learning, she lost her job.

She applied for unemployment, but she said the state turned her down.

“Everything was behind. Everything is still behind,” she told Action 9′s Jason Stoogenke about her bills.

Sadly, her mother died too, and Wilson said she couldn’t afford to buy a headstone.

“It was really tough,” she said.

She said the state owed her $6,600.

A Charlotte graphic designer also contacted Stoogenke. Mark (whose last name is being withheld by request) worked for an event company until the pandemic started.

He applied for unemployment and received benefits for two months -- in May and November – but that’s all. He told Stoogenke the state owed him about $14,000.

Mark told Stoogenke he had been saving money to buy a house, but he’s had to use his savings to make it through the pandemic.

“Believe it or not, if it wasn’t for the money I had saved for the house, I would be homeless,” he said.

Stoogenke emailed the North Carolina Division of Employment Security for Wilson and Mark.

“A week after I emailed y’all, I got the correct amount of money,” Mark said. “I feel like a 100-pound weight has been taken off for me.”

He plans to start saving for a house again.

Wilson said three days after Action 9 contacted the agency about her case, the agency promised to pay her too. She plans to pay bills and buy a headstone for her mother’s grave.

“Oh my God. I’m hoping we are able to get it and get it on there before Mother’s Day, so that’s going to be wonderful,” she said.

NCDES did not state why Wilson and Mark had trouble getting their benefits. But Stoogenke asked officials with NCDES and the South Carolina Department of Employment and Workforce why many people feel like they have to fight to get their benefits. Both agencies stated that it’s usually because the displaced worker forgot to provide information that is required, or the agency is trying to confirm information. Examples from each agency are listed below:

Examples given by the NCDES:

A review is required to determine the displaced worker’s last employer after incorrect, questionable or multiple last employers were listed on the claim.
The claim involves out-of-state, federal or military wages that require verification from other parties.
The claim requires identification verification. Holds are removed once a legitimate claimant is verified.
Ongoing Pandemic Unemployment Assistance (PUA) eligibility reviews. People who receive PUA are subject to periodic continuing eligibility reviews, which are determined on a week-by-week basis.
Additional employment verification may be needed for self-employed workers and independent contractors applying for Pandemic Unemployment Assistance.

Examples given by the SCDEW:

There are questions about your childcare situation, wages reported or reason for leaving your last employer.
A hold was put on your account because you have not completed or you did not pass the security questions sent to verify your identity. This feature was implemented to prevent fraud.
The system thinks you no longer need benefits. A claim will go inactive after 14 days if you do not file for it each week.

New executive order requires weekly certification for NC unemployment benefits

If you are having problems with your claim, Stoogenke suggests:

Check your DES or DEW account often, so you don’t miss any communications from the agency.

Notify the agency right away if your address or bank account changes.

Tips for reaching a real person at the unemployment office:

In North Carolina, Mondays are typically the busiest day, so try calling on a different day. Stoogenke tried it out. After waiting for a long time to speak to someone, he pressed the option to have someone call him back. A representative returned his call in about an hour.

In South Carolina, Stoogenke skipped the prompts, which put him in the general queue. A representative answered the call within two minutes.