AustralianSuper (page 4 of 26)
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Insurance and Suoet paid to your account forget about it.....
State they have a ten business day payout into your account but fill out any paperwork and they start the 10 day clock again. Absolute rubbish they should pay interest for the wait times. They are good unless to try to withdraw from your fund.
Poor Customer Service - Ripped off at change over
Have been with Australian Super for a few years. Each month getting charged excessive fees even with a low balance in the account. Excessive wait time to get through on phone and then got unhelpful people with strong Indian accents on the phone who were hard to understand. When politely asking for an Australian speaking person, got transferred through to another indian accent person.
Decide to leave Australian Super due to my bad expereinces and reading about their poor reviews. They then took $128 out of my account when transferring to new s
... Read moreuper company UniSuper. Also immdiately removed my access to the account so I hade no idea why they took the $128. When I rang them, got another indian accent staff member and was told the amount in the account prior to transferring is subject to market fluctuations. When asked for statement of what happened, they said it was in the mail and when pressing them to email me a copy of this they send me documents which I could not open as they were zip files
Easy to join, very hard to leave
Since October 1, 2021 APRA regulated super funds have been required to transfer members to SMSFs within three business days of the member making a request. It has been nearly 7 weeks since my super balance transfer request was submitted (with the required additional paperwork) and Australian Super has still not completed my super balance transfer (despite many phone calls and 2 formal complaints). Customer service has been appalling and they are failing this requirement. Seems I am not the only one: https://www.financialstandard.com.au/news/super-funds-failing-three-day-transfer-requirement-179790661
Would give 0 stars if I could
I accidentally entered my date of birth incorrectly when signing up. I was told over the phone by a very rude staff member that I needed to provide the incorrect date even though I explained it was a typo and I don’t know which digit was wrong. I went on live chat and got a bot. I emailed and got someone say to do a change of details form and that I would need to enter the incorrect dob to update the correct one - impossible. Terrible customer service!!!
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Will hold up paying withdrawals!
If you want to make a withdrawal, the timeframe given us nowhere near actual. You will need to allow close to a month before you get your money. There is also no way to get connected to the team that handles the withdrawals
Worst company to deal with
After numerous calls and automated emails getting no where, still waiting after nearly 4 weeks to access money for medical bills., then to be told by customer service it’s because it’s the end of financial year ?? What that’s your excuse hanging in to my money that I’m entitled to being over 65 ., time to change super funds !
Call centre useless
Tonight, 40 mins on call, half of it on hold then they ended the call. All for a query about my account. Offered a brochure several times.. and thats the level of the operator experience on the call. This is a high cost super fund.
Don not believe a word they say
Trying to get my super out is like trying to squeeze water out of rock. Rang them to ask how to withdraw, was told a maximum of five working days after filling out the online form I would have my money. But no. Email - they need to verify the exact thing the form asked, by email. So I sent the email. Nothing except a receipt code. Emailed again, another code. More nothing. Rang again, the usual waste of time convolutions to get to a human who checked, assured me that they now had everything they needed, that there was nothing to stop me getting
... Read more my money, and that he would personally take it through to the manager to be verified and completed. Then got a "how did we do" email, when it seems, that all they have done so far is say the right things, but do nothing - and have still not sent my money. Let's just say the reply to their enquiry about their performance was not complimentary. Still waiting, weeks now. My daughter has just given me details for AFCA who I may contact soon if they are going to keep doing this.
Terrible service. No communication. Difficult to deal with. No help.
Terrible service. No communication. Difficult to deal with. Long wait times. Calls disconnected.
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Incorrect Tpd Insured Benefit On Statements
All my Australian super statements said $0.00 insured benefit, it went on for years. The correct amount of insurance was in fact $55,000. I found out years later after i hired a lawyer. The insurance was paid out. We need to form a class action against this horrible company. If you're statement says $0.00 insured benefit it may not be correct and u should contact a lawyer immediately. I cant believe how AU super exists in this day and age! Shame on you AU super.
Withdrawal
Waiting since 15 of may for funds I was told would take 3 days to access, every time I ring they say can’t speak to anyone in withdrawal section they will call back, they don’t bother been told 3 days then 5 then 7. Then. 10. Then was told on 24 may it will b in account in 2 days. Today 5 June been told they will escalate. ???? For 3rd time. And requested callback., nothing will b taking all out if there’s anything there., [Content Removed] company run by [Content Removed]
THE CANCER THAT PERMEATES AUSTRALIANSUPER
After exactly 7 weeks of anguish and utter frustration I finally received funds from the closure of my Superannuation account. During this time my wife was able to make two large withdrawals from her Income Choice (pension) account, the first withdrawal request was processed within 18 hours, the second request was processed within 36 hours, yet my single request took 1176 hours (7 weeks)!!
During the 7 weeks I spoke with 12 different Customer Centre consultants, each call taking up to 45 minutes to get through, three or whom cut me off without
... Read more due cause whilst they left me on hold to find account information or speak to their supervisor. As with so many of the other complaints from members on this website I too established that: • Members are prohibited from speaking to a supervisor or manager within AustralianSuper • The degree of assistance or interest in taking ownership of my basic withdrawal request varied considerably across those I dealt with. The majority seemed to be curtailed in their ability to provide effective assistance. Three consultants did try to progress the request with the Processing Team, but I was never able to speak to any of them again following our initial phone conversation to see how they got on. The ninth consultant I spoke to five weeks after submitting my withdrawal request informed me that my request had not been received!!!! She questioned me as to what I required the money for, albeit it was non of her or AustraliaSupers business given I am fully retired and over the preservation age, within minutes of placing me on hold to speak to her supervisor the phone was dis-connected!! This lack of ownership of Member requests and issues by Customer Centre personnel is unacceptable, as the Member interfacing front line they should have the current detailed status of all member requests at their fingertips and not hide behind the invisible processing team. No one seems to “own” or take responsibility for individual Members. The more Customer Centre consultants I spoke to the greater the variation in answers I received to my questions. Too often I had to second guess why I was being asked for further information or confirmation of information already provided, as reasons were not forthcoming with the request. Yet, when I rang and spoke to what appeared to be more experienced CC consultants invariably they were able to obtain or inform me of the reason eg “no middle name provided”; “we don’t deposit funds into a Trust account” (why then is my Income Choice pension payed into my Trust account, the same account I want my Super withdrawal payed into? No answer!); “send us a certified copy of a bill with your address, to confirm your address” – I sent a certified copy of a strata levy invoice, “oh, we don’t accept such a bill/invoice”! Frustration, frustration! • The standard email receipts sent with a reference number and advising of up to 5 business days to action a particular matter is misleading as I found most matters took longer than the 5 days, and some matters were not actioned until I rang after the 5 days to follow up on the status of a given matter! • I was advised by some CC consultants to request the escalation of processing matters eg when providing additional information for ID verification; when including my middle name; when confirming bank account details etc. I followed the advice and it still took 7 weeks to carry out a withdrawal transaction that could have, and should have, been completed in a few days, not a few months! • When I submitted requested additional information electronically via the AustralianSuper website and requested email acknowledgement of receipt of the information by the person processing the withdrawal request I never received a response and had to phone to find out what was happening with the request. As I could not speak directly to the processing person I never really knew where the processing was at. Not until after 5 weeks and 2 business days I was told by consultant “number ten” that no processing occurs until all required information has been received. Yet, each time I submitted requested information I phoned to see if it had been received?, was it what was required?, and was any further information required? – I was told the information had been received, was correct and further information was not required. After which, on two occasions I received requests for yet further information! This sort of situation does nothing to instil trust and confidence in AustralianSuper! AustralianSuper could do a lot to help themselves, and improve Member satisfaction, by explaining the withdrawal process to Members in writing, highlighting common mistakes made by Members and listing all mandatory information required to ensure smooth processing of Member requests. • Whereas the Customer Centre is like a wall of in-effectiveness, the processing team appears to have little by way of streamlined, efficient, timely processes for handling Member requests. AustralianSuper should develop a culture that has pro-active, positive ownership of requests tied to Member Satisfaction as a key performance indicator driving the organisation at all levels. • Communication between the Processing Team and Customer Centre personnel is in need of improvement, as is basic communication with Members. Member awareness of the importance of ensuring all names of the member are recorded by AustralianSuper, and that Member Trust bank accounts details cannot be used for the depositing of withdrawals. These sorts of matters are not brought to the attention of Members until withdrawals are requested, whereas they should be made aware at time of joining AustralianSuper and checked on periodically. This lack of awareness of basic but important matters by Members is the result of AustralianSuper not showing proper Duty of Care to it’s Members.Find out how AustralianSuper compares to other Industry Super Funds
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Really bad customer service
The company complaints resolution department is deliberately avoiding my calls.
This because I believe I’ve been short changed in my super regarding the crediting rates.
Can’t believe they don’t acknowledge or have the decency to call me back.
Trying Times
I could not access the ID verification panel in their online withdrawal application. Was told this was a problem related to the Australian government. I suspect this is just a delaying tactic.
It has been onward of 2 weeks since I submitted a paper format withdrawal application - sent by registered mail in frustration. The call centre said they had received it, and that the money would arrive "next week".
Reading these reviews I am extremely worried that such an outcome will eventuate.
I need this money to ensure rent payments are satisfied. The threat of eviction looms large.
Why they changed their online withdrawal application process from perhaps a year ago remains a mystery. No beta test it appears.
Trying to withdraw funds
Been trying to withdraw funds since May 12 2023. Still nothing.
The online platform is shocking. It does not accept a bsb I have been using for 40 years.
As Australia's claimed largest superannuation company the client service and chat bot are sub standard.
I am writing to the Ombudsman to request that their licence is withdrawn.
There is certainly enough complaints to support this.
I suggest avoiding this company.
They don't have paper forms to post out
All companies including this Australian super promoting digital service big time. It's ok to promote but it's NOT okay to enforce on us. I requested a paper form to be posted out then they kept me on hold for 30mins as of i have requested for something unusual thing. Then after long hold wait time consultant said she will transfer me to somebody else. Another person was also promoting go digital bla bla. I said you keep so much of my money and saving penny at my account, this is so cheap to run a company. Im looking out for a company who doesn
... Read more't mind to send hard copy if customer doesn't wish to buy printer, they can't enforce. Big companies make so much money on our account and saving every Cent & penny on our account. They answer the phone in one hour by the way, crap service.
Poor business practice
Australian Super might reach a 5 star when it comes to Performance and fees but fails when it comes to customer care.
The call center is the problem, they are not compassionate and if you were on the edge of having a break down then the call center would be the ones that sent you over the edge.
A large problem is that you cannot get a straight answer from them and you cannot get to speak to someone higher up because they just pass you onto another member of the call centre who treats you the someway.
I have spoken to five members of the call ce
Trying to withdraw money from the jokers at Australian Super
Since the so called web site improvements, it been taking ages to withdraw any funds since I retired, I applied on 12th may and still waiting! This “ within 3-5 business days “ is a joke. After eventually getting through on the phone, all I really get is the same old “really busy, backlog “ what rubbish ! Fed up of ringing anymore, still waiting, now 29th may .
Fees and charges $600 one year from $2000
I was trying to track my Super and found Australian Super have taken $650 and no explanation. The staff are very poorly trained doing their minimum to cover their 8 hour day.
Criminals
Absolutely horrible customer service. Although they state they are located in Perth; customer service consultants sound like a call centre in India. When asked; they refuse to let you speak to a team leader or supervisor but if our persistent and finally ask the reason why you can't speak to one, they will flat-out tell you that the supervisor does not want to talk to you. I begged a consultant 28 times to let me speak to his team leader; he denied my request, instead talking his way out by repeating the same thing over and over like a conman.
... Read more I have been waiting for a withdrawal for 4 weeks now..still nothing, all they say is it's been escalated or "critically escalated" so either they don't have my money or they are stealing from me. Do yourself a favour, transfer your money out of this place!
Withdrawal delay
Placed a request for a partial withdrawal from my super account and an email confirmed it would take 3-5 days to process.
4 weeks later and still waiting.
Of the two enquiries I've made, the call centre staff left me no better off than when I started, with regards to the delay.
There was some nonsense about the end of the financial year causing the delay, which sounds bogus.
Their returns have been good in the six years I've been with them and I've never had an issue before but I'm seriouslt looking at moving to another fund if my issue isn't resolved soon.
It's hard to recommend them to anyone seeking a super fund.
Incompetence bordering corrupt
You would think that Australia’s largest super fund would employ competent, well engaged people who deal with their customers over the phone and be able to respond positively. Sadly no… they fob you off, can’t answer a simple question, obfuscate and leave you no better informed after going through the lengthy task of calling. Over 10 years with them and quite happy with their performance but now retired…what I thought would be a simple task of rolling over my super into a retirement account is now 20 days into the process with no response on what the cause of the delay after a number of calls. Apparently I’ve done all that is required…I just have to wait despite no income and pending bills. Well bye bye Australian Super.
Australian Super are loser’s
I have been waiting 30 days for my withdrawal, and they still can’t give me an answer when I will be getting it.
I believe Australian super is controlled by the government and what they do is that say five days, but I think they float your money on the stock exchange and try and get as much profit/money as they can for themselves. They are scammers it’s called a Ponzi scheme. This is what they do in America. As you know our government is not a government is controlled by the lease, so they do what they want. One rule for them, and that is it.
Great super.. Hopeless non existent customer service
Either more staff are needed or Aust Super has a lot of unhappy customers issues to address. It is so far impossible for me to get any communications.
I'm Trying to open 2nd account. Yes I want to give them $$. Can't get through on phone, No reply to emails, looooong wait over 20 minutes on live message. Gave up. Complaint raised and weeks later got a form letter response not even closely addressing the issue. How do you contact this company. I am about to consider rolling into another fund.
Cant withdraw online
Tried to withdraw some funds. When I got to UD section it doesn't go any further.
Rang twice to resolve issue.
First guy said he would email appropriate docs...nothing received.
Rang the next day and gu simply hung up on me
Terrible terrible service
Terrible service!
I am waiting on an urgent withdrawal. All processed very fast, money instantly moved out of my account, received a text saying you will receive the funds in 5 days, now my account has been refunded and my withdrawal is deleted. What Australian Super?
If I could give minus 5 stars I would. Terrible, terrible fund
I have been trying to open a TTR for one month. They keep on putting up road blocks asking for this additional information, that additional information... I have complied with all of their requests and still there is no money in my TRR account. I am two seconds away from rolling over my super into another fund. I used to be with Club Plus, who were a pleasure to deal with but they, very unfortunately, merged with this mob. EVerytime I call I get a different answer.. I am so done and about two seconds away from rolling over my money into a different fund. I f I am having such trouble opening a TTR account I would not trust these people to honour their income protection.
What a disgrace!
I had one of my funds with Australian super until I lost my mother who also had super with them. The hoops we have had to just through over retrieving just 60k as binding beneficiaries whilst they continue to charge fees on the account and lower the balance is disgraceful. Not one but of sympathy from the company and we are almost up to a year of going through the process still with no answer. Do Not trust Australian super with your funds because when it comes time to paying out it won’t happen. I have moved my super to another company that had no hassles with the process.
Very unhelpful staff
I have been approved a compassionate release of super for surgery I desperately need and can't get on the public system. I submitted my forms with the ATO letter and ID on 27 April. 7 days later I get an email to say unfortunately your ID has not been received. I call andnthey say we need a utility bill signed by a JP. I sent that along with second copies of licence, passport Medicare. I call and I'm told the JP didn't write the correct words, but we need 3 bills and a bank statement!!
I have to pay for my surgery 29 may, I am beyond stressed. I'm going to lose my theatre slot!
Anyway I have found the email to the CEO and I will be writing to hom today with a link to this page.
Appalling service.
check your documents
I started checking my account and after a while found that some transaction lists showed interest which should have been adding to my balance but was not actually there. After numerous enquiries I could get no satisfactory response and I received varying explanations depending on who I spoke to. In the end I closed my account and transferred my balance to my bank. Do not trust these people with your money.
Utter thieves - Avoid at all costs
Put your faith in these Muppets to look after your super and watch your funds dwindle as if rain in a colander. Utter thieves !
Appalling customer service
Submitted a claim for compassionate release of super all approved by ATO to pay for the funeral of a family member, I have called Australian super 12 times, spent hours on the phone to rude, unprofessional, incompetent staff who still do nothing to assist. I am still waiting for the release of my super almost three weeks later. Quick to make your account and take your contributions but couldn’t care less about offering customer service and helping when in need
I left after 30 days
The low fees and high return pale in comparison with the COMPLETE lack of service. After 30 days I still could not access my account online. I complained by phone and registered complaints twice on line and answered 3 customer reviews describing my poor experience. No one responded. In the end I called the financial ombudsman to resolve complaint and now have transferred my super to Australian Retirement Trust. No point having a great return if you can't access your own money.
if you don't check your account they will steal your super
Australian super are scammers and will steal your super if you dont check your account.
So i rolled all my super into Australian Super.
And after 3weeks the money never went into Australian Super account.
I call Australian Super and they say "your other super(Which is BT Super) account never sent it to us"
So i call BT super and they said they sent it and also sent me an exit statement showing they sent it.
I call Australian Super back and they were like no we do not have it. And i threaten to make a complaint to the AFCA and then they automatically were like "oh we found the funds in our system but it's not allocated to your account"
They will allocate it to my account within the next 3 business days.
Poor at best
Perhaps one of the worst experiences I have ever encountered. As a new member there have been issues with the online portal. I have called three times and been told it is being looked into. There has been no follow up, no emails and no care. Unfortunately, not the customer service you want from a company who looks after your retirement savings. Customer service should be core and it is clearly apparent that SLAs are not clear or not adhered to. All should remember that past performance is not indicative of future performance! I hope this holds true for their customer service protocols.
DO NOT choose Australian Super
This super Australian Super do not choose them as your trust fund, they are far from that.
I am a disabled man who had to stop work and could no longer work, i had no income not even centrelink while i was waiting for my disability pension to be accepted, i had to get my super to survive, explained all this to them, they told me things i wanted to hear but intentions were far from it, i was told twice that i was on the priority list and payment would be in 2-3 days, 3 weeks later i am still waiting to date, i call almost every day which they a
Be Warned
This is the worst experience I have ever had trying to get my funds out of a super scheme. I honestly do not know how they could possibly win any awards. I had asked to close my account and have my funds sent to New Zealand. We did this with another superfund and it was all sorted in a few days, I have now been given the run around for 3 weeks . After waiting patiently for my funds to appear in my bank account and nothing happening I started calling. First told to call the ATO as my money was classed as lost super. Then being told it was paid
... Read more into an NAB account, I don't have an NAB account, thereafter telling me it was their NAB account it was being held in and finally been told again it has been sent to some NAB account, this is after supplying my bank details twice. Now I have been told it is going to be reissued but could take up to 10 business days. Finding it all very hard to believe and actually starting to feel quite sick about the whole affair especially when I received the letter saying my super has been paid out to my nominated account. Considering 1 out of 10 Australians have there money in this fund according to some blurb if this is how they treat their customers I honestly don't know why.
Appalling customer service.
My wife and I requested a form which related to an application for the Age Pension. It took 4 calls with different operators to finally have it emailed to me (after previously been told it can only be received my mail). This was a commonly requested form. I've been with the fund for 7 years. A nightmare.
Bad is an understatement
Waiting 2 years for an income protection claim and tpd quick to take money.
when you need it after being injured drag there feet all the way to pay you.
Losing faith in this super fund
Been in Aus Super since I joined AGEST back in the early Noughties. All was fine, until I started needing detailed information as I approach preservation age. I read the PDSs, got independent advice, and then figured I'd find out the detailed stuff before making the maximum personal contribution before the end of the financial year (6 figure sum).
Oh boy.
Navigating the phone tree from hell, only to get people with poor English and poor knowledge of the company's products. I'm not going to move a huge amount of money into an organisation wit
... Read moreh that level of service, customers do actually need solid information before tying up their money! I'm now reluctantly starting my research into a fund before I retire, and before I move large amounts of money into the fund. I also note that Aus Super's 10 year performance is great, but their 1 year performance has them down in the lower middle compared to other funds. That in itself is scary. Plummeting performance and farcical information services. And then you read the reviews. Yowtch.Extra Information
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Hi Guys
... Read moreIf you don’t have any success, you can make a complaint through here https://www.afca.org.au/make-a-complaint This is about Making a complaint about a financial firm The Australian Financial Complaints Authority (AFCA) independently assists consumers and small businesses to make and resolve complaints about financial firms.I received my money from Australian Super after 25 days what a nightmare they are the worst company to deal with - I will never use them again.