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The Boston Globe


Mass. online benefits claim service falling short

State’s service fails for many of jobless

More than six weeks after its launch, a new online system for filing state unemployment claims remains riddled with problems, leaving many jobless people unable to find technical assistance or get needed benefits.

In interviews and e-mails, frustrated claimants said they were unable to file claims through either the new online system or automated phone system linked to it. That frustration has been compounded by their inability to get through to help lines set up by the state. Many spoke of dialing and redialing in vain attempts to reach a human, spending long waits on hold only to be cut off and forced to reenter the queue.

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