The problems at California’s Employment Development Department (EDD) date back to years before 2020, with issues exacerbated during the COVID-19 pandemic. Major past events contributing to EDD’s more recent dysfunction include a restricted phone service period in May 2013 and dysfunction following a computer upgrade in August 2013. In addition, in 2016, EDD stopped using Pondera System’s fraud-detection which left the department more vulnerable to fraudulent applications.

The department struggled severely throughout 2020 as they grappled with massive claim numbers due to COVID-19 job loss. The backlog of claims, problems with ID verification, website issues, fraudulent claims, and an outdated computer system all contributed to the crisis at EDD. Throughout the year, state officials and EDD worked to address the challenges, hiring additional support staff, prison role cross-checking, creating an oversight board, and reinstating a modernized fraud detection system.

EDD is still dealing with lingering issues, backlogs, and fallout from rampant fraud activity. The pandemic exposed several glaring issues within the system that still require rectification. If you are attempting to contact EDD and struggling to get through, try visiting the website eddcaller.com. This resource may guide you on how to get ahold of edd customer service more efficiently, easing your claim process.