New Mexico Department of Workforce Solutions
Reviews and Complaints

Original applied for pua at the beginning of june, waited till september due to "backlog" only to be denied then approved in the same day. Was assured as I was in waiting the payments would be retroactive. After being strung along I was ultimately told I would not receive retroactive payments. I appealed it. It's now august 2021 and the last correspondence I received was on december 9th 2020. Im still waiting for a hearing or a "supervisor" to call me back! I have attempted contacting every office associated with the nmdws including reaching out to the governor's office! Im in the midst of eviction as well as utility disconnections as I apply for any financial programs available. Its a disgrace how the employees we r forced to deal with belittle u and treat u like a convict. Their ignorance is reflected in the way they disregard the importance of such programs at a time like this. The state should be ashamed of how they accept the billions of dollars to "help" their constituents and they cant even manage the mere training of the ones entrusted to get the job done right! Our governor is too busy using government funds wining and dining her friends and family reportedly for +8000, while there r children going to bed hungry as their parents r denied benefits!

I have no clue what you have to do to even get unemployment. I had proof I had covid the first time and I lost my job due to a work related accident and still received nothing. I kept getting told I have to wait but I've waited in total 6 months before they say I'm denied. If I was denied for having COVID I'm pretty sure you would have to scam this damn place. Had I not found a job in time I'd be homeless right now. So if I were anybody, do not even waste your time. No matter how honest you are it never gets you anywhere with this place. I know there's a lot of people but allot of us were denied when we actually needed it and then turn around and see people that haven't worked a day in they life get full benefits is just outright crazy. Now if I get covid again and they tell me to apply for unemployment I might as well just not bother.

Name: Steven Bokanoski Claimant ID [protected] Claim ID 202002

I applied for unemployment in August of 2020 and requested it to be backdated to April 15, 2020. I filled out and returned Reporting Requirements Backdate Request for Initial or Additional Application Claimant Questionnaire form quite some time ago. In fact I did one back in September 2020 and then again in January 2021. As of today I still have not heard anything. I have emailed, faxed and uploaded my requests on the website to no avail. I emailed on May 10 and FAXED on February 19, April 19, and May 11. I was fully approved so I do not understand the delay in paying my backdated benefits.

My benefits were temporarily placed on hold but I was eligible to receive benefits for both qualifying weeks of November 22 - 28 or November 29 - December 5. Yet I still have not received the one time FEMA payment of $1200 which was given to all unemployment recipients in December 2020.

Thank you
Steven Bokanoski

NM workforce Solutions has requested Financial Debit Cards in my name, without my consent. There Bank Issuer cannot cancel without Workforce Solutions intervention. Workforce Solutions refuses to help. Days of calling results in no answers, hangups, redirection to multiple departments and "nothing we can do" answers. Most phone numbers goto auto answering services to result in hangups with messages like visit website. At this point NM Workforce Solutions is incompetent and condoning Fraud. Wells Fargo the bank issuer is also complicit as they refuse to take action against financial instrument they issued.

My account got locked on April 4, 2021. I have uploaded several identifying documents and its been over a month with no response whatsoever. ANY time I call I have yet to get through to a live person. I faxed my documents from a shipping store and nothing. I have a 2 year old son and I am not making it while looking for work and thinking that the state would assist me in these tough times. I need help!

My name is Lena Segura last 4 of SS# are 0904. DOB is 4/26/1984. Phone number is [protected] I am locked out of my UIA account and i have checks that i never received that showed payed. Please contact me asap. I feel someone has assessed my account deviod of my permission and i feel as though the lockout was intentional inorder for them to obtain funds through fraud.

Brian Duran
Claimant ID: [protected]

On Monday April 12th I discovered that my UI account was locked. The email I received from DWS stated that my account was locked because of possible suspicious activity. It went on to explain that I needed to submit ID documents to verify my identity. I submitted my verification which included, copies of my driver license, social security card and I included a 3rd document for verification which was a copy of my birth certificate. I was only required to submit the first 2 but I figured my birth certificate would just make the process that much easier to verify. I uploaded the documents on the UI page. In addition I faxed the documentation and I mailed hard copies so there could be no excuse for DWS to say they did not receive it. 2 weeks later I have yet to hear back from anybody at DWS my account is still locked I´m unable to certify for the second week in a row. Any attempt to call the DWS call center if futile because I cannot get through. Call after call ends with, ¨they are busy helping other customer try my call again later¨. I have been receiving PUA unemployment benefits since last July when I had to shut down my online business because of the Pandemic. Up until April 12th I have never had my account locked there has never been any question in regards to a fraudulent claim. I have provided ever document DWS has requested including my most recent 2020 Tax documents which included my schedule C profit and loss statement. With no explanation as to why my account was locked or what gave them the reason to ask for my ID verification because of possible fraud, I do not know. But after 9 months receiving PUA benefits If I was doing something unlawful or fraudulent you would think DWS would have figured it out long ago. With that being said I can tell you that under federal Dept of Labor guidelines I qualify for benefits, I have followed all the rules and I have been candid since day 1 with my information and I cannot understand how they can take so long to process my ID verification paperwork and unlock my account. I depend on my PUA benefits to support my family and this lockout is having a pronounced affect on my finances and my ability to take care of my family. There was nothing i did or submit that would send a red flag to my account. My inability to talk to somebody at DWS to inquire about my account and the ongoing stress of not being able to certify is disconcerting and is making me physically and emotionally ill. This should not have happened!

I have been calling for over 2 months everyday trying to get clarification on why I was forced the repay $3700.00 which was repaid. After repaying and approved claim ID 2021-01 for desperately needed financial assistance I have received nothing. My wife is currently being treated for cancer we have lost our home Please Please help me

Claimant ID: [protected]. I have been dealing with the operations center folks (Emerate, Hillary, KC and one more). One failed to call back and two failed to find/submit my SSN information provided twice. I believe waiting for 3.5 months, especially during the covid scenario and our business closing down, there should be ample resolution for a disabled veteran business owner. Please assist as it has of course created a hardship for me. Thanks..Brian

[protected] / [protected]@hotmail.com

I filed my unemployment insurance claim at the end of January 2021. Claim ID number 202101 claiment id 2000413452. I have called several times to ask what is going on with my claim. I keep getting told that there are 3 issues that need to be taken care of. When I put in the amount from my last check received from my former employer back on January the 28th 2021 I was using my mobile phone at that time and put in the wrong amount of my last check. This was put in back in February. The amount of my last check gross pay was only 2.412.08. I have placed several calls about this issue to them and have only been told they are trying to contact my former employer to find out the correct amount of my last check. All calls were placed in March to try and get this taken care of. Conformation numbers 1100155 1170418. The last call I placed to them was on March the 30th and was on hold for 2 hrs and 25 min. To be told by Melinda that they are looking into it and my funds should be released the following weekend. I have not as of yet received my funds. I do understand that things take time but this has been 3 months now.

NMWFS call in service is run very poorly. Often it takes hours, even days to get through only to be placed in a the que, often for hours at a time. They proclaim their service as World Class. Certainly has not been my experience. When issues arise, which are often on their side, it takes many calls over weeks to resolve. My account was hacked, again their issue and responsibility, it took me calling every week, talking to one of their agents who assured me the problem would be resolved in a day or two, which was never the case. That issue took 8 weeks to resolve with me calling two to three times a week during that period. Communication is one way. Absolutely no way to email them. Their 'chat' is a bot with limited options and of no practical use.

This is a poorly run operation having all the signs of 'Bad Government' and a poorly conceived call center. It's is woefully inadequate. As usual government fails the people.

Today 3/25/2021 I called 107 times before I got the answering of my call, only to be put on hold in the queue to talk to a human being, . I was on hold for 3 yes 3 hours. I finally talked to a human and was told she was transferring me to escalation because she could not handle my account issues. I have now been on this call for over 3 hours and 40 minutes and still waiting. I will stay on this call for another hour in hopes of a resolution before they close for the day. Yesterday I called only 47 times before I got through and sat on hold for 1hour and 45 minutes before talking with a human who transferred me to escalation only to be disconnected at 4:30 when their hours are up. If they do this again I will start again tomorrow after starting at 9:00 this morning. This is totally wrong and needs to be addressed. I have no recourse but to sit here dialing and waiting. There should be a process for returning calls period.

11-17 Feb 2021,
I have called in starting at 0800 - 415pm ( my phone shows 1050 calls) The on line website is okay. but you can't reply in the correspondence section. .
Why can I call Social Security and they offer a call back option, my credit union offers a call back, Veterans Affairs offers a call back option. even my dentist.
I understand that the Pandemic has created work loads ( the amount of unemployed New Mexicans can't at a million).
So why cant we simply email the WFS and have a reply. ( saves time )
Or add a extra phone extension and provide service to 7pm at least.

My unemployment has been on hold for three months now. It is impossible to get in touch with them by phone. There is no option to wait on hold for assistance. It simply says to call again later. But it is impossible to get through. I have called hundreds of times a day. Literally. One day I called from 7:00 am until 4:30 when they stop accepting calls. Again and again. I was never able to get through. This is absolutely unacceptable.

There is so much that has happened so I urge you to please call for detailed info and proof (I have everything ever submitted or received). I worked for company for 11 years before being fired. I filed unemployment insurance claim. Initial claim was denied so I filed timely appeal. Appeal hearing was once again denied so I filed another appeal. Received confirmation about info sent and timely appeal filed. On the court date I was told this wasn't an appeal from the denial but an appeal regarding late appeal. I was yelled and felt confused about everything. When the call ended I reviewed documents and sure enough I was right. I called and agent was confused cause she saw all my documents were in order and on time. She said the judge was confused and misinformed about appeal filed on time. I was told someone would call me back. Weeks later and no one has called back, they never answer, and there is no updated correspondence in my dashboard. I am frustrated as I have not received a dime since April. It's now December. It's hard to not think this system is corrupt and not following there own policies. They are working for employer and not employee. I need help as to what I do next. I've payed my taxes and followed all employment rules set forth so I at least deserve an explanation as to why I can't state my case. Im on the brink of losing it all. No more loans to get, no hope to fight for. I have children and grandchildren I'm letting down. Holiday season is upon us. We all will be homeless soon regardless of me submitting all paperwork on time and doing everything as they expected an employee who deserves to successfully receive claim they earned. I appreciate anyone who took the time to read this. I know we are all going through a lot and I am not selfish. If anyone has any valuable incite that may help my situation please call me at [protected] or email me at k. [protected]@yahoo.com. Thanks, Happy Holidays

Name: timothy montoya
Po box 1534
Bernalillo, nm 87004 claimant id: [protected]
Dob: 9/12/1956
[protected]

1. Problem#1 (payment nmdws payment number: 29964494
A. Direct deposit dated 8/2/2020 8:19:12 pm, was correctly deposited into my
Wells - fargo checking account: routing #[protected], account # [protected].
Wells fargo bank returned deposit to nm workforce solutions to be redeposited into debit card. Debit card issued, and deposit was made, but was immediately returned to nm workforce solutions to be redeposited into above checking account once again.
Problem: this redeposit into my wells fargo account has not taken place, and I have not been able to get anyone at workforce solutions to take up this lost depost.
2. Problem#2. Certification for week ending 9/5/2020 was erroneously certified in error. Last 2 questions (2a) wereyou able to work three (3) or more days etc., answer should have stated yes. 2nd question did you meet yourwork search requirements during the week of 8/30/2020-9/5/2020? Answer should have indicated yes.
Problem2a: issue id number [protected] lwa-disruption not related to pandemic issued. I have been denied payment and been decertified. Please correct my error and certify me for payment and continual unemployment benefits.

Contact: tim montoya: [protected]/[protected]@gmail.com

Please expedite this request due to the hardship it has caused.

First, the phone is frequently down on claim days, and people cannot file their claims at all.
Secondly, they are misinforming people regarding the wait time on hold...being the 5th person in line takes 80 mins.? I was on hold one day for 3 hrs.

Lastly, the agents are currently misinforming people regarding the status of their Appeals. I have been told for 2 months that just to receive my hearing date would take 6-8 weeks. Everyone I have spoken to all this time has repeated it. Last week, I was told to call back and ask to have someone review my claim if I still haven't received notice of my hearing.

It's been two months, so I called...

The rep (Bernadett) today told me that they are behind 6, 000 claims, and that someone should have called down to the Appeals Dept. and verified the delay time. She then told me that it's actually 16 to 18 weeks before any notice will even be sent to anyone.

The Call Center at New Mexico Workforce Solutions needs to be investigated!