Jobless filing a source of stress, frustration, long wait for checks

Personal Stories Behind the Pandemic

EDITOR'S NOTE. Personal Stories Behind The Pandemic is a feature The Maui News will run periodically about how people, groups and organizations are dealing with the COVID-19 pandemic. This installment deals with residents and their attempts to file for unemployment compensation. If you would like to share a personal story, email citydesk@mauinews.com with your story and contact information.

Thousands of frustrated and stressed Maui County residents play the waiting game together as they file, or attempt to file, for unemployment benefits through the state Department of Labor and Industrial Relations website.

As a result of the COVID-19 pandemic, more than 11,000 Maui County unemployed residents have encountered the spectrum of financial and technological challenges, from creating a login to filing a weekly unemployment insurance claim during the 12 to 16 hour window. The process takes countless attempts to access the overloaded website.

More than 4,000 people are members of a Maui Unemployment Sharing Group on Facebook. They ask each other questions and share their experiences with filing for unemployment.

Some say they've been trying for over two weeks to access the "high volume" system, others say they have called the office multiple times-- some claiming to have called 300 to 1,000 times a day. Still others say they have made it through the application process but are still waiting for the payments.

Mary Hutto, Kula

Hutto logs into the state unemployment site at 6:30 a.m., or 6:31 a.m., every day in an attempt to beat the crowd but with no luck. She tried for three weeks, logging in at random times throughout the day but is still confronted with the message: "We're sorry. The system is currently experiencing a high volume of requests. Please try again later."

Hutto said she had to close down her business, Mauka Physical Therapy, "due to the safety of my clients and to prevent me from contracting the virus."

"I have been in business in Maui for over 29 years and never thought I would have to close my doors," she said. "We cannot continue to survive with no income. I have bills that have to be paid and a mortgage that has to be paid or do a balloon payment at the end of three months, which is insane."

Hutto and her son, who worked for an electrician company, finally were able to file an initial claim in early April, and one weekly claim. However, they have not been able to file any more weekly claims since.

"I understand that the office is overwhelmed, but there has to be another way to submit a claim if the online system is not able to support high traffic," Hutto said. "This is just unacceptable."

The pair received emails saying they may be disqualified and require an update to their online information, which then means having to access the high volume site again. Hutto received the first two weeks of unemployment benefits but her son has not received anything.

"I am so frustrated that I am getting penalized for not doing weekly claims and reclamations because the unemployment website won't let me in," she said. "I am in a better position than most people, but am afraid of many of my friends who are having the same trouble as me and not getting their unemployment benefits either, and are struggling to have money to get food, much less pay their bills or rent."

Patricia Presbitero, Kahului

Since trying to file on March 15 in-person before the county lock down, the 76-year-old Presbitero said Friday that she has yet to receive an unemployment check or the additional $600 under the CARES Act.

"I'm just waiting for us to open back up so I can go back to work," Presbitero said. "I just want to go back to work, I need money to live on. . . . I just need help is all."

Presbitero, who does not own a computer, was furloughed from her position at the Regal Maui Mall Megaplex in mid-March and has since been trying to navigate the unemployment system.

"She called me last week panicking that when she inquired with the office about her status, they informed her that she must refile her claims using her personal computer," son and former Hawaii resident Daren Presbitero said on his mother's behalf. "I jumped in and tried to help, and when I finally after two hours got into the state unemployment website, I was met with an 'Ineligible to File' message because behold, I am trying to help her from Virginia, more than 4,000 miles away."

When Patricia's niece stepped in to help with internet access and to file the application, she could not file her furloughed weeks because the initial claim needed to be reverified.

She has not received any emails or call backs yet.

"I am appalled," Daren Presbitero said. "I cannot believe that she is having to deal with this and with her fragile state must try to figure this out just so she can afford to pay the rent, medications, and food."

Alicson Marchitiello, Kihei

Like many employees of the travel industry, Marchitiello was let go due to the coronavirus outbreak. Marchitiello said an unemployment insurance claim was filed March 24, which initially was disqualified when the system inputted the wrong base period. He hasn't received updates since.

If claimants cannot access the overloaded system in time to file weekly claims and are not able to file for the appropriate week-ending date, claimants cannot complete the certification. This means they will need to file for a backdate or an appeal.

"Overall experience is terrible," she said. "I have been trying for a week to reach them. I sent three emails, left call back number twice and even talked to someone who promised to call back and have not received (an) email or call."

* Dakota Grossman can be reached at dgrossman@mauinews.com.