What I was told by a state worker and by automated voice teleprompt was that they are not able to help because of the high number of claims and fraud been told/forced to not be able to help anyone in order to alleviate the high numbers. They will tell you though that it is due to covid restrictions, but I guess they are not aware that until they themselves are in an unemployed predicament because of bad management with poor basic foreshadowing of crisis response, that they would need the benefits that they paid into at least acknowledged and for the people responsible to answer the phones and do their job. So to answer your question they are intentionally not answering the phones. This is unfortunately what they have to do in order to fix the fraud problem they're having.
I know, I don't understand it either. I've tried to even go to the office because they don't answer the phone but no one could help me. We are all out here trying to do the best we can and need help.
Thanks! Your answer is awaiting moderation.