Glitch-Ridden Unemployment Portal Troubles Arizona Beneficiaries

In September 2025, the Arizona Department of Economic Security (DES) introduced CACTUS, a new online portal designed to streamline access and management of unemployment benefits for Arizonans. Promising a modern interface with self-service tools, DES anticipated that this system would simplify the process of applying for benefits, filing appeals, responding to eligibility queries, and reporting job search efforts.

However, since its launch on September 7, CACTUS has been beleaguered by glitches and technical errors, leaving many users frustrated. Arizonans relying on unemployment support report significant delays in receiving their payments due to persistent system failures. The department’s statement highlighted that over 60,000 claims were filed within the first two weeks of operation, with more than $13.3 million distributed as benefits. Despite these figures, countless beneficiaries, like Tolleson resident Sommers Bennett and Ahwatukee’s Chester (who preferred anonymity), have shared their struggles online and through media interviews.

Chester’s experience is emblematic of many: despite having his claims approved five weeks in a row, he has not received any funds. His interactions with the system show payments marked as “paid,” but no money has materialized. His attempts to resolve these issues are hampered by unreachable customer service lines, prompting hours spent on hold.

Similarly, Yuma resident Matt Gerhards encountered a “loop” within CACTUS when his existing claim was mistakenly treated as a new one. This error forced him to fax documentation after initially being unable to file online—a task he later found ineffective as faxes went unprocessed. While early contact with DES representatives provided some relief, current attempts to reach customer service have been futile.

This systemic failure has left hundreds of Arizonans scrambling for solutions on platforms like Facebook and Reddit, where shared experiences echo the same theme: difficulties in submitting claims or waiting prolonged periods for payments. DES’s response to these issues remains minimal, with no direct acknowledgment of widespread problems detailed by users.

The frustration among affected individuals is palpable. Chester, unemployed for the first time despite years of paying income tax in Arizona, feels betrayed by a system that should support him during hardship. Gerhards, whose financial buffer has dwindled, underscores how critical timely unemployment benefits are to his livelihood.

This scenario reflects broader challenges within governmental digital transitions, where ambitious technological upgrades often face unforeseen complications, affecting the most vulnerable populations. The situation in Arizona underscores the need for robust testing and responsive customer service mechanisms when implementing large-scale public systems designed to deliver essential services.

As Arizonans navigate these difficulties, there is a growing call for greater transparency from DES regarding the identified issues with CACTUS and how they plan to address them. Until effective solutions are implemented, many will continue to face unnecessary hardships due to systemic inefficiencies that undermine their trust in public institutions meant to serve them.

For more detailed stories and updates on this issue, visit KJZZ’s report.

Source: KJZZ | Wayne Schutsky | October 7, 2025 Visit the original article{:target=“_blank”}