Glitches and Errors Plague New Arizona Unemployment Benefits Portal

In September 2025, the Arizona Department of Economic Security (DES) launched a new self-service portal named CACTUS, aimed at streamlining unemployment benefits management. However, Arizonans who rely on these benefits have encountered significant difficulties due to persistent glitches and errors within the system.

A Promising Start Turned Troublesome

The DES had promoted CACTUS as a modern solution that would make accessing unemployment insurance services more efficient. Users could apply for benefits, file appeals, answer eligibility questions, and report job search efforts through this portal. However, since its launch on September 7, users have faced numerous challenges.

User Experiences of Frustration

Residents like Tolleson’s Sommers Bennett have not received unemployment payments due to errors within the system that DES is aware of but has struggled to resolve. Chester from Ahwatukee, who chose anonymity for privacy reasons, shared his experience of having claims approved yet receiving no payment. His claims appeared as “paid” in the system without any funds being disbursed.

Chester spent countless hours on phone lines attempting to reach out for help, only finding success if he called precisely at 8 a.m., highlighting the communication breakdown within the system. Similarly, Matt Gerhards from Yuma encountered a “loop” issue with his claim, where the system confused an existing claim as new and vice versa.

Communication Breakdowns and System Failures

While some users managed to communicate with DES initially, they found themselves without further assistance. Desperate for resolution, individuals like Gerhards resorted to sending paper forms to local unemployment offices for faxing. Yet, these efforts often seemed futile, as the paperwork remained unprocessed.

Public Outcry and Lack of Official Response

The frustration is not isolated; hundreds have voiced their struggles on social media platforms like Facebook and Reddit. Despite this outcry, a DES spokesperson provided statistics showcasing that over 60,000 claims had been filed and more than $13.3 million paid out in the first two weeks post-launch, without addressing specific user complaints.

A Wider Impact

This system failure affects those who have never before relied on unemployment benefits. Chester, for example, emphasized his predicament of paying taxes consistently only to face obstacles when he required support from the system. Gerhards noted that while not destitute, the lack of expected income is significantly challenging.

Reflections on Government Responsiveness

This situation has led to broader reflections on government efficiency and responsiveness. Chester’s experience underscores a common sentiment: “It’s government failure, typical government failure.”

As Arizonans continue to grapple with these systemic issues, the promise of CACTUS remains unfulfilled for many. The challenges highlight the critical need for effective communication, transparent problem-solving, and robust support systems within governmental digital services.

Original Article Source: KJZZ