Arizona Department of Economic Security Customer Service Issues

I called the DES family assistance/food stamps program after a week of trying without success. Finally, I got through, but the experience was unlike any of my previous interviews. The agent seemed confused, asked me to call another helpline, estimated the interview to take 3 hours, and eventually hung up on me without resolving anything. My daughter and I have been without food stamps for September, and with no income, we are struggling to afford food. Despite numerous attempts, I can't reach anyone to address this urgent issue. This situation has been incredibly upsetting as I have never encountered such difficulties with benefit renewals before. The behavior of this agent was unprofessional, and the lack of follow-up after hanging up on me is unacceptable. I hope that the agent receives appropriate feedback for this mishandled interaction.

I recently visited the Department of Economic Security for emergency food stamps and am in need of medical assistance starting November 1st. Despite being without funds as unemployment has yet to begin, I completed the necessary paperwork during my second visit. The staff member I spoke with informed me to call back after 24 hours, providing a different number. Unfortunately, the number he initially gave was incorrect. When trying to call the new number, I was directed to have a phone interview but couldn't reach anyone for it. I have been attempting to contact them since early morning yesterday and today, facing the same issue repeatedly. It's frustrating not to be able to leave my information for a call back. The restricted hours at the office make it difficult for me to go in person due to caring for someone with health issues and having morning appointments. I seek guidance on the best course of action to secure the phone interview.

I completed my application for cash assistance, had my interview, and submitted all the required paperwork. I also followed up on my Section 8 housing paperwork to ensure it was current as my worker has many clients. After speaking with someone on the interview line and a supervisor, confirming everything was in order, I recently received a letter stating my benefits would stop due to missing paperwork. I am confused as I followed all the procedures. I need guidance on what steps to take to reinstate my cash assistance by the beginning of January, especially with the holidays approaching. Thank you.

I am the caretaker for my granddaughter, who is on Medicaid. I have been authorized by DES to assist with her medical services, but I am having trouble getting appointments due to her mother's interference. I need a letter to prevent her from getting involved. My granddaughter has been living with me for 13 years and is listed on my lease. Thank you.

Last month, I noticed my bank balance dropped from $[redacted] to $0 without any activity on my part. After a 73-minute call with Bank of America, I was directed to contact DES as they withdrew all my remaining funds. This sudden loss has put my life at risk. As a disabled individual due to past abuse, including a severe neck injury from my ex-husband, I am struggling to survive. My financial resources have been depleted, leading to utilities being cut off. I endure extreme pain and discomfort daily, relying on a community hose to cool off. I urge for the return of the $[redacted] taken from me without notice to alleviate some of my hardships. Please assist me in recovering my funds promptly. Sincerely, Kirsten Marouk [redacted]

Hello, my name is Zuriel Lieberman. I recently applied for the Pandemic Unemployment Assistance program and was approved. I have a question regarding the CARES Act. While filling out my weekly certifications, I managed to secure a part-time job for a brief period in the last couple of months. I'm wondering if this will impact my eligibility to receive benefits under the CARES Act for the weeks I am currently out of work due to Covid-19. Any assistance regarding this matter would be greatly appreciated. My claim number is #[redacted]. Thank you.

1) How can you reach an agent when no one answers the phone, and you're left on hold for hours without any response? 2) Offices are closed due to the pandemic. 3) How do you seek help for an application when the HealthEArizonaPlus application has errors? 4) Why are we asked to resend the same documents repeatedly when verification has been done before? 5) Unfair treatment for customers not being able to receive help and ending up with a "not eligible" status due to lack of assistance. 6) In my opinion, immediate action is required to address these issues and ensure client certification status. 7) We have a renewal application pending with HealthEArizonaPlus but unable to receive live help for corrections. 8) Information has been verified multiple times before, with only one change since the last renewal. 9) If deemed ineligible, I will escalate the issue due to the lack of live assistance for problems. 10) I am serious about this matter; it is unjust to treat clients with significant needs this way.

Last year, during the pandemic, when I tried to file for PUA, I encountered an issue. The system stated that I already had an account, but when I tried to sign in, my verifying information did not match. I contacted unemployment to address this concern. It turns out, someone is fraudulently using my SS# and birthday with a different name, address, and phone number. I am puzzled as to how this could happen, especially when my information is on record for SNAP & AHCCCS benefits. Why wasn't there a red flag when the fraudster registered with my details? I am seeking guidance on how to resolve this unsettling situation. I have been struggling with this issue for a year and would appreciate any assistance. Thank you in advance.

I have been attempting to reach someone for over two months now with no success. In May, I was approved for emergency food stamps and swiftly received my case number. Shortly after, I obtained my EBT card. However, when I tried to set it up online, there seemed to be no records that matched my information. I recently received a letter about my inactive EBT benefits due to over 90 days of inactivity. The problem is, I can't access it with the information provided. I have dialed about four different numbers and each time I am faced with a [redacted]-minute hold. This situation is incredibly frustrating, and I urgently need it resolved.

This is my second time reaching out about this ongoing issue with my emergency food stamps approval in May. After receiving my case number and EBT card by mail, I attempted to register it online and through customer service but encountered no records found, rendering the card unusable. Despite numerous attempts calling, I end up waiting on hold for [redacted] minutes each time. Recently, I received a notice warning of potential termination of my EBT card due to inactivity for over 90 days. I am frustrated by the lack of resolution to this straightforward problem and urgently need assistance to rectify this situation.

I have been attempting to contact the DES office to follow up on the additional information they requested for cash assistance via email, but each time I call in, I am instructed to speak to a representative without any success. Despite my numerous attempts over the past month and a half, I have been unable to reach anyone, causing immense frustration. I am uncertain if my email was received, even though my records show that I sent all the necessary paperwork. I am desperate to speak with a live operator at DES without the need to dial countless times. This ongoing situation is distressing, especially when I am eligible for cash assistance and have complied with their requests promptly. Please advise on how I can successfully connect with a DES representative to resolve this matter efficiently.

I had a simple renewal process planned, but after multiple unsuccessful attempts to reach the hotline due to high volume and being directed to do an interview, I had to start over and reapply. It took me a week and a half to finally get through and have a positive interaction with a helpful case worker. I submitted the necessary documents as requested, but now I am struggling to get an update on my case status despite the deadline passing almost two weeks ago. I have been without snap benefits for 6 to 7 weeks and it is frustrating not knowing if I have been approved or not.

I have been attempting to contact the D.E.S. Pinal County office since August to provide requested information, but have not received my cash benefits despite emailing them multiple times. Each time I call, I am asked for my birthday and zip code, then notified that they need to speak with me before being disconnected due to high call volumes. Despite my numerous attempts, I have not been able to reach them. I am seeking assistance in ensuring they review my emails promptly so I can receive my benefits that have been pending since August.

My name is Christina B.-S., case number [redacted]1. I submitted my nutritional assistance application on Nov 3rd with all required documents verified. Despite attempts to schedule an interview by phone, I was informed at my local office an interview was unnecessary. However, it has been weeks with no updates on when my benefits will be available. As almost 2 months have passed without assistance, I am eagerly awaiting resolution. Thank you.

I recently reapplied for my food stamps over the phone and then visited the DES office near my home to submit the requested documents. After the lady at the DES office scanned my papers, she assured me everything was in order. However, despite these efforts, my food stamps have not been processed yet, leaving me without funds for food. I was informed that my case has not been worked on even though it has been 30 days. I am in urgent need of my food stamps as I am facing financial difficulties. I had food stamps before and followed all the necessary steps to reapply, so I am requesting assistance in expediting the process. Your help in resolving this matter promptly would be greatly appreciated. Thank you. Sharon F.

I reapplied for my food stamps 30 days ago. They have a 30-day window to complete my case, but it hasn't been finalized yet. I need my food stamps urgently because I don't have enough money for food. Despite submitting all the required documents, I still haven't received my benefits. I would appreciate assistance in expediting the process so I can access the food stamps I rely on. Thank you. Sharon F.

On December 12th, I discovered fraudulent activity on my EBT card after grocery shopping. Despite reporting and cancelling the card with case numbers, I have not received updates. The fraud occurred while my card was securely in my possession at home, untouched. I am distressed as I cannot reach anyone by phone to address this issue during the holiday season. The customer service representative was unable to provide details on the unauthorized purchases. I have receipts for my legitimate transactions, and approximately $[redacted] was stolen from my EBT card. My details are as follows: Jennifer R., born on January 4th, [redacted].

I received the letter today, December 17th, outlining the documents required for qualification. During the phone interview, I was informed I only needed to submit my income, which I promptly faxed to the provided number along with my case number. I am concerned about the short timeframe given to complete these additional documents, as I only received them today. It doesn't seem fair to have such a tight deadline for submission. I would like confirmation that my fax was received and clarification on the deadline for submitting the necessary paperwork. Thank you.

I am having trouble with my PUA account as I have not received any information about it. I was unaware that my account was approved back in June [redacted] until I applied for SNAP benefits in June or July of [redacted]. Despite weekly certifications for regular unemployment, I have attempted to sign up for PUA multiple times without any response. I have reached out through emails but have not received any assistance. I am concerned as I do not have much information about my regular unemployment either. I have not received much communication besides the wage report and certification form. I am feeling lost with no support from the internet, DES, or its affiliates. This situation is consuming a lot of my time and I just want to resolve it without facing negative consequences. I am seeking help to address these issues and move forward without the fear of repercussions on my future job prospects.

I attempted to contact the food stamps hotline yesterday, but was unable to speak to a live representative. I am frustrated with the lack of customer service and am eager to receive assistance immediately. My friend successfully applied by phone and received $[redacted] monthly for an individual, while my attempts online have been unsuccessful. I encountered issues online, possibly due to account inactivity. In the past, I was receiving only $20 per month, which I found insufficient. I am eager to receive the same benefit as my friend and am tired of dealing with online systems. Please reach out to me by phone rather than email so we can resolve this promptly. Thank you.