ANNAPOLIS, Md. — Unemployed Marylanders who are trying to access the state's benefits website are now telling 11 News they're getting locked out of their accounts and the workaround doesn't work.
WBAL-TV 11 News viewers said no one's answering the phones or email.
And the worry is, the state's just focusing on building volume and not going back to help people who might have slipped through the cracks.
Over a Zoom call Monday morning from her home in Carroll County, Britney Lopatta told 11 News a story we would eventually hear variations of since April 24, when the state's new BEACON One-Stop Online Application website launched.
"I can't get any answers from the governor. We can't get any answers from the Department of Labor. So I saw your stories and your website, and I just really hope that you guys get somewhere with this because we can't," Lopatta said.
Lopatta lost a job in the lockdown and hoped unemployment insurance could help bridge the gap, but then BEACON launched and the benefits stopped.
"Answer the questions. Me and other people are flooding their Twitter page with questions and problems, and there's no answers. Maybe have someone dedicated just to Twitter or Facebook to help answer some of these questions," Lopatta said.
Viewers told 11 News the error messages started to pile up, the benefits stopped, the payment method maybe changed or their account's locked up.
"Nobody answers the phone. Nobody's answering emails. Their web help system is a robot and doesn't help, and we just need this fixed so we can have access to that money to feed our kids," Lopatta said.
Andrea Breault in Baltimore County told 11 News she has spent 10 days on behalf of her husband, Sam Breault, trying to navigate the BEACON site, which, despite new tutorial videos posted, remains riddled with wrong-turns, dead-ends and no helpful signage.
"My big concern is because they think they've responded to me and I think they've resolved my problem that I may not be in the queue to get another phone call with an appropriate response to. We are locked out or our account has been disabled and we are not able to complete the application. We are frantic," Andrea Breault said.
Despite asking repeatedly all day Monday, 11 News has not yet received a response from the Maryland Department of Labor or Sagitec, the vendor who built the website.
The Unemployment Insurance Claim Center hours have been extended weekdays to 7 a.m. to 6 p.m., and claims centers will be open on Saturdays from 8 a.m. to noon -- call 410-949-0022.
The BEACON One-Stop Online Application website was launched April 24 and has posed problems for many Marylanders since.
Announced April 27, the Maryland Department of Labor is implementing a new gating system:
SUNDAYS and MONDAYS: ONLY residents who are filing weekly claim certifications will be able to file. People who cannot file weekly claim certifications on Sunday or Monday can file it on any other day.
TUESDAYS through SATURDAYS: Residents can file new claims as well as complete all other activities.
Those applying online will see a virtual waiting line: "By entering this system, you will be able to see how many individuals are waiting for site access, receive an estimated wait time that is constantly updated and sign up to receive an email when the system is ready for you to access the platform," the Maryland Department of Labor posted online April 27.
|| Click here to access the BEACON application ||
ALSO: Department of Labor creates YouTube videos to help with filing unemployment
The BEACON website will be taken offline from 1 a.m. to 3 a.m. so that the vendor can run diagnostics and for maintenance.
If you have questions about the new application, you can read the DOL's BEACON One-Stop FAQs.
More information: How to apply for unemployment insurance.Read more at WBALTV