Press Release: State Labor Department Provides Updated On Unemployment Fraud and Customer Service Enhancements

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For Immediate Release
Date: August 6, 2020
Contact: Office of Government, Policy and Public Relations -



State Labor Dept Provides Update on Unemployment Fraud and Customer Service Enhancements

DENVER) -- Today the Colorado Department of Labor and Employment (CDLE) provided an update on unemployment insurance fraud and outlined steps individuals should take if they suspect their identity was used to file a fraudulent unemployment claim. As unemployment claims continue to sustain historic levels, there have been greater incidents of fraud reported in Colorado and nationally.

The Department reported an increase in reports from individuals who have never filed for unemployment receiving unemployment benefit debit cards (Reliacards) in the mail. During a weekly press briefing, department officials outlined five steps someone should take to both report suspected fraud and protect their information. The steps outlined at are:

  • Deactivate the card by calling U.S. Bank at 1-855-279-1678.
  • Contact the three consumer credit bureaus and put a fraud alert on your name and Social Security number (SSN). Regularly review your credit reports from each of the three credit bureaus.
  • File a police report.
  • Report identity theft to the Federal Trade Commission at
  • Create a file where you can keep any records relating to this identity theft in one central place, in case you are notified of other fraud or breaches of your personal information.


There is also a form to report the suspected fraud to the Department at

Today the Department also announced the deployment of an enhancement to its Google Virtual Agent tool, the new online and telephone-enabled customer service system that provides automated answers to questions and an option to request a callback from an agent. Phase two of the Virtual Agent tool launched today provides claim-specific information to users following an identity verification process. Additional phase two functions include providing claim status, payment status and weekly benefit and benefits balance amount; confirmation of Workforce Center registration; notification of any issues holding up payment; and information on appeal status. The Department estimates these account for approximately 30% of all regular UI benefit inquiry calls.

Since launching the Virtual Agent tool on July 15th, there have been more than 350,000 sessions with less than 15% of sessions resulting in a requested callback. The Department has completed more than 13,000 callbacks. The Department also recently increased callback capacity by 33% and has expanded its callback capabilities to Saturdays. Claimants who schedule callbacks and subsequently are able to get their issues resolved are asked to cancel their appointment to allow for more availability to individuals needing assistance.

While the Department has implemented the Virtual Agent to address a large number of the claimant issues driving call center activity, there are still a number of other ways to engage with the Department including a call center for Pandemic Unemployment Assistance (PUA) claim support, Spanish call center, callback forms for pin reset, file a claim and backdating of claims and on-site access to get help with claims at 251 East 12th Ave.


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