This is my companies story about how the government dangles the carrot.
At the beginning of the Covid outbreak, governments were rushing to provide aid to their citizens primarily to control fear and chaos. Program funding was released relatively quick with minimal restrictions. During this time, we were able to get our first round of (EIDL) Economic Injury Disaster Loan-Grant funding within 2 weeks but we only received the minimum $1000 of the $10,000 that the law approved.
As the pandemic spread, our customers were encouraged to stay home and stay safe in quarantine so all our income came to a dead stop. The $1000 was only going to get us through the month so we appealed to the SBA for the remaining $9000 but where told there was a caveat in the law that restricted funding to $1,000 per staff member.
We were not eligible for the first phase of (PPP) Payment Protection Program so we burned through our emergency savings the following months and had to apply for the (PUA) Pandemic Unemployment Assistance stimulus.
When the first $1200 stimulus check was released we were able to catch up on debt while using the PUA to keep our business operational until customers were safe to return.
By the fall of 2020, the world supply chain was fully affected as supply and demand had crippled the world through inflation. All material costs and related labor expenses became so high that operating our business could not be profitable without getting our customers their own SBA grants to help pay for their projects.
We managed to get a few paid contracts in November. We thought things were looking up but then we discovered another emergency entirely. After we reported our income, the computer system controlling the PUA funding in the state of Texas failed to be programmed to handle independent contractor claims properly. IF you claim income and say that you were back in business, JUST FOR THAT PAY PERIOD, the computer software misunderstands that to mean that you are going to continue working for the remainder of your approved funding period. This means it terminates your eligibility and no longer will approve your future claims during the pay periods you do not have income!
Here is where the hell of it starts. The system is completely automated! The PUA in Texas is managed by a division called (TWC) Texas Workforce Commission. The TWC made the decision to outsource their phone call answering system instead of training and hiring enough claims department staff internally. Millions of calls started coming in as the computer system continued to fail Texans in need. While this is all happening, the answering service was not given access to make changes on claim’s status so it was pointless to try to call. You would wait hours to get connected and then be told that they are only trained to put you back in the que to try to connect to the TWC Claims office.
With the option to reach the claims office by phone eliminated from the equation, your next option was to use all of the computer software tools, This includes a chat request call back feature, email contacts, an appeal form, a document file sending portal AND the traditional SNAIL mail instructions. Another option is to turn to their social media accounts.
Every other Monday, I would continue submitting my PUA benefits request and on Wednesday I would receive an automated denial email.
On Wednesday, I would follow up by requesting a chat call back. The following week I would receive a call back from the 3rd party answering service and they would say the same thing over and over, which was, “I’ll fwd this to the Claims office and if you can hold on the phone with me for 30 more minutes we can try to see if they will answer my transfer call.” THIS NEVER WORKED. For over 4 months of trying, I would always be told the line was still busy.
During this time, I would also send email requests for claims help to : UI.Obmbudsman@twc ; Ombudsman@ SanAntonio.UImail@ ; Appeals.status@ ; Customers@ ;
Not one time did I receive a human reply via the emails. It is always a computer generated reply or no reply at all.
After a few weeks it became very apparent that this problem was not being addressed or even given any attention so I filed the appeal form on the website. I did not receive any reply after a few weeks so I filed it over and over every month with no reply. I even went to the extra effort to try to fax and snail mail my story of failures and complaints. Again, no reply after nearly 5 months of trying.
I then started using the document file sending portal and I submitted my appeal forms and complaint letter in PDF files.
Guess what? Yep, NO REPLY.
I began sending my story to all the major media outlets, hoping to bring attention to the TWC’s failures and help put pressure on them to fix their computer software and hire more real humans in their claims department.
I finally turned to the TWC facebook account for help. I began leaving my story in their comment section of their daily posts along with thousands of others like me. The TWC facebook account does not allow direct messaging. I became desperate and so upset with this departments failures that I let my guard down when I saw a post telling people to try a secret claims department email address. <unemploymentbenefits-jobs@twc-state-tx.online> *THIS WAS A FRAUD THIEF impersonating the state of Texas!
I sent them my story by email and received an email that had the TWC identity cloned so well that I couldn’t tell that it was not safe. I continued to send all my crucial information they requested like an idiot thinking that I had finally been contacted by the TWC claims office. After realizing what I had done, I did a “whoIs.com” search and things began to look fishy when it was not registered to the State of Texas.
I quickly began contacting all of my Texas representatives and the Senator’s office and then followed the Identity Fraud guidelines to prepare for the problems soon to come. Senator Cruz’s office was the first to reply and confirm that the twc-state-tx.online DNS was NOT a registered property of the state of Texas.
The Senator’s aide also assisted me by contacting the TWC claims office to ask them to call me! A few hours later a claims rep called me and began the process of submitting my filing errors to get the benefits approved and released! *This is on going and in the next few days we will find out if we are going to be treated fairly and given the funding to remain in business!
I have sent numerous requests to TWC asking how many claims managers they actually employee but have yet to receive an answer but I truly do not think it is more than 10. This leaves hundreds of thousands of Texans giving up hope as they face home evictions, poverty and suicide counseling.
BACK ON THE SBA FRONT
We applied for our PPP funding with Paypal, Capital One and BlueVine. All three denied our applications. We were then contacted by a high school friend who worked for AMUR Equipment Financing (AMURf.com). We used their portal and the application process was very straight forward and we were able to get updates and have our questions answered daily. We were denied at first but they even helped us go through the appeal process until we were eventually awarded the funding we were promised by the Biden Administration!
The EIDL funding is still being held up after nearly 5 months since it was promised in January. We applied for EIDL phase 2 right away the day the law was signed and the portal was open. It was not until March when we received our direct contact email from TargetedAdvance@SBA.gov to complete the forms. Finally on April 23, we received a notice that our account had been updated. When I log in, it just says we were denied and to watch for an email explaining details and further options. When I call the help line, the SBA agents can only tell you that all the support for the Targeted EIDL is done through the email.
*We sent an appeal email and are currently waiting for further instruction. I can only assume that this will be identical to the process of the PPP.
I hope this information finds all of those in need and that it helps you get your similar problems with the Covid relief aid programs solved.
Blessings,
Tim Frentz
HHN Founder – Director