State Auditor Diana DiZoglio on Friday announced an audit of the state’s Department of Unemployment Assistance (DUA). The audit will look into the agency’s “financial integrity” after the revelation that the state, under the Baker administration, mistakenly used federal pandemic funds to pay out $2.5 billion in unemployment benefits.

Earlier this month Governor Maura Healey said her office had reached a settlement on the issue with the outgoing Biden administration to repay $2.1 billion over the next decade starting in December 1, 2025.

The audit will begin in early February and will also look at “customer service issues” — chronic problems like reaching someone on the phone at DUA or accessing the agency’s website — challenges likely familiar to anyone who has applied for unemployment benefits.

DUA “has long demonstrated significant challenges with mismanagement and overspending. Our office hears consistently from residents who raise concerns around problems they face in accessing DUA resources they sorely need,” according to a statement from DiZoglio’s office.

A prior audit started under DiZoglio’s predecessor found that, during the pandemic, Massachusetts paid unemployment benefits to prisoners and state employees who were ineligible for unemployment. The audit cited “weak controls” and “insufficient employment verification.”

Now DiZoglio’s office said there were “additional issues that continue to be raised to our office warranting another audit review.”

Customer service problems peaked during the pandemic when there were historically high levels of unemployment claims. But many of those problems — trying to reach staff on the phone, meet in person, file online or appeal denials — have continued.

Finn Twichell of Newburyport got stuck in an endless loop when trying to file for unemployment.

In early January, the 23-year-old who works as a spotlight operator at performance venues, tried to log into the DUA’s online system.

He said he’d put in the requested information, his Social Security number followed by a verification number, and the system repeatedly asked for the same information without advancing to the next step.

“I have called them probably about 15 times and have never gotten to talk to a real person,” Twichell said.

Jason Salgado, a staff attorney in the employment law unit of Greater Boston Legal Services, said getting through on the phone is just one issue his clients have.

“I think we’re concerned about first payment timeliness, around how long it takes the agency to resolve issues when they do come up for claimants. And that has been a challenge that’s ongoing,” Salgado said.

Matthew Kitsos, spokesperson for the Massachusetts Executive Office of Labor and Workforce Development, which oversees DUA, said the agency was reviewing the new audit request.

“DUA has worked cooperatively with Auditor DiZoglio and her team on past audits and will continue that collaborative partnership on future audits as well,” Kitsos said.

Kitsos said his agency has been working to improve long call wait times but he said staffing has been cut in the past few years.

“For context, DUA had almost 800 staff members in 2022 and currently has 536 employees on staff. As a result of federal funding constraints, the DUA has not been able to fill critical customer-facing roles that would adequately meet the demand in the call center,” Kitsos said.

While unemployment benefits are funded by employer payments into a state trust fund, the federal government pays for the state’s administration of the program, including staff and operational costs.

Trying to prevent fraudulent unemployment claims — which by congressional estimates may have reached as high as $135 billion nationally during the pandemic — has also slowed the system down.

The previous audit led to stepped up verification efforts by DUA. But those efforts have led to an increased burden on applicants by requiring more paperwork and more identity verification.

“Wait times are primarily a result of an increase in fraud activity for unemployment insurance. Fraudulent activity is a national issue and Massachusetts is no exception. Increases in fraudulent claims can add additional pressure to the appeals process and DUA staff,” said Kitsos.

The state still suggests anyone having problems with access should check their UI Online account and call the automated Payment Status line 617-626-6563.

Salgado of Greater Boston Legal Services says anyone struggling to find help can call their office hotline at 617-371-1234.