CareSuper (page 2 of 4)
- caresuper.com.au
- ✓ Verified company
127 reviews · Statistics
Reviews
Very poor customer service
I have been with this fund for over 5 years, recently fallen into financial hardship and applied for early release of my fund. Over two weeks later and still nothing. An email that is sent every day with the same information. Every time I call, I get the same answer. The system is down, or the evidence I have provided isn’t enough. One would think that over 20 pieces of paper evidence not including the 90 days bank statements is enough evidence that I have absolutely no money to get me through. I’m beyond stressed at how crap I have been dealt with. A simple detailed email with the “extra” evidence required would seem to fix me calling everyday to be told nothing. So frustrating... would not recommend this super fund to anyone
If I could rate lower I would -1 rating
I have been with this fund for over 4 years and my super balance is 277.00. I have rang many times to try and sort this out . Requested statements still have not received. I was told the fees would have been the reason my super is that total . I should have thousands . I am so angry . The woman I tried to talk to yesterday continued to cut me off mid sentence. All of the operators I have spoken to are clueless. One operator simply told me to go to the ATO?
I have cancelled the account with Care super and will never ever go back - steer clear . Start employment and see care super in your new employee pack - run ! Take your own fund details .
Hi, we're sorry to hear about this ongoing situation which we haven't been able to resolve for you.
We're disappointed you haven't received the high level of service we aim to give all our members,
... Read moreand we apologise for the ongoing frustration we've caused you.
What a joke
After 15 years with Care Super i have been kicked out of the site and I cant get back in... after 15 years you will lose a customer because I CANT LOG IN!!!
Hi Bruce, we’re sorry to hear you’re having trouble logging in to your MemberOnline account. Are you still experiencing issues? Our Digital Team would be happy to investigate this for you and reset yo
... Read moreur access. Email us at [email protected] and we'll resolve this for you. Let us know what information you're after and we can help you out if you're still having problems accessing your account details online.
Should be called Care Less Super
I was a care super member for 15 years. They were fantastic in the early years. During a stressful time of financial hardship late last year through to early this year I needed to withdraw funds - which I was eligible to do. Care Super just didn't bother to communicate when there were issues which needed clarifying so I could receive funds. My application for a simple withdrawal was left in limbo until I made contact after realising nothing had progressed. It took 5 phone calls to resolve. They said they tried to contact me once. If they did it
... Read more was a private number and there was no message left. I have mobile phone, sms, messenger, email and post so I am very contactable. At the height of my stress, over 3 weeks after my initial request, when the funds had been promised 3 times, I was very distressed on the phone. As our call ended, while I was still sobbing, as I was going to have to wait another few days, I was told to 'have a lovely day'. I expect the correct box was able to be ticked for them for that call. Care Less Super. I have withdrawn the remainder of my funds to be deposited elsewhere.Hi Tracey
We’re devastated to hear how we treated you throughout your financial hardship claim. We’re shocked and disappointed that we put one of our members through this much unnecessary pressure at
... Read more an already stressful time, and we’re sorry to hear that you’ve now left CareSuper as a result.Dear 'Caresuper', might I suggest that rather than 'investigate' to improve a bad review after the fact, your company understand that you need to provide service to have customers, hence the term 'Cu
... Read morestomer Service'. Customers don't need you. I needed your help while I was a customer. I don't need it now.
Find out how CareSuper compares to other Industry Super Funds
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Completely ignored including writing to CEO
I have IP cover and made a claim as required by phone over 3 years ago. To cut a long story short, no one even bothered recording anything, no one has ever sent me anything, just changed the address. My email I have asked go to their CEO never got there and they are trying to call me with more questions totally unrelated to my request which I am positive as to not let Julie Lander know of their incompetence. Don’t bother. The money isn’t worth it. The service is terrible. You will never be sent anything. You will be told every time 90 days and then radio silence. And it costs a bomb. You can end up homeless waiting for these people. Despicable way to treat human beings. The RSPCA is kinder.
Hi Angela, thanks for taking the time to let us know about your recent insurance claim experience. We’re sorry to hear about the ongoing issues.
We’ve raised this matter with one of our Senior Insura
... Read morence Specialists, who is reviewing your claim. We can see there have been some errors in how we handled your request and we’ve escalated these internally. We need some clarification from you on some of the details you’ve provided and will be in touch to resolve these with you.
Care Super Needs Improvement
I have been a care super member for over 25 years. They were five star ratings for a long time but is disappointing recently both from the service and from the performance point of view especially after they changed their platform. It was a nightmare when I tried to login in the new platform. Rang the helpline for a few hours and no one response. In terms of performance, they are no longer the top performer.
Hi Kent,
Thanks for taking the time to leave us your feedback. We agree that the transition to our new administration services provider in 2022 didn’t go as smoothly as planned and we’re sorry that i
... Read moret disrupted your experience with us. Thanks for your patience and thanks for sticking with us.I think the problems of transition to the new platform has been gradually resolved slowly over time and hopefully it can restore to the level of service provided before the transition. Likewise, it w
... Read moreould be good if both the short and long term performance of the fund can improve and return to the top ones rated by various superannuation experts such as Canstar, Superguide, Super ratings etc..
Terrible company, terrible customer service
I requested a rollover to my new fund through mygov in January 2022, they sent me a letter saying they needed a certified copy of my marriage certificate to change my name on their records then they would process the request. Fine. It took me a little while, they say they got the marriage certificate in June, I assumed once they got it the transfer would happen. In November I see that it hadn't. I was given an insincere apology and an excuse about a new computer system. They were going to look in to it and get back to me. Instead of calling the
... Read morey sent me and email telling me to call them (which I missed assuming it was spam). Now they're saying they have no record of the rollover request - even though mygov clearly says TRANSFER PENDING with the request date - and I'll have to fill in a paper request form. They've refused my request to be reimbursed the fees I've paid needlessly. At this point it seems like they're deliberately dragging their feet processing this request so that they can hold on to my money as long as possible. I agree with the previous reviewer, they're rats.Hi Gabrielle, thanks for sharing your experience with us. We're sorry to hear about the ongoing issues and delays you've experienced with your name change and transfer request. It sounds like we've co
... Read moremplicated things unnecessarily and held you up for a while. We'd like to investigate your complaint further to find out where things went wrong at our end, and make sure we complete your request ASAP.
Beware of this company. They will LITERALLY, I mean LITERALLY take ALL your money from you.
They are rats who literally take ALL your money. They alledge they have sent me letters by post saying I was on a "premium insurance" cover but I have never seen them. They didn't bother sending a SINGLE email letting me know. I have already departed Australia, I called them and they said according to the "law" they had the right to do that. I NEVER authorized them to charge me for what they call "premium insurance". All my money, until the last cent, was taken. Do not ever use this fund.
Hi Sarah, we're sorry to hear that your account was closed due to insurance premiums being deducted from your balance. Would you like us to investigate what happened so we can check if you're entitled
... Read more to a refund? You automatically received insurance cover through your account in line with Government legislation. We’re required to provide you with a minimum level of cover, which we outline in our welcome letter and annual statements so you can keep track of the cover you have, and what you're paying. It sounds like there's been miscommunications in your case, which we'd like to look into for you."Minimum insurance" is definitely not "premium insurance". You have ripped me off.
Have been to hell with these very poor no care super
have been in their fund for several years now and over the last months they have become the worst company i have dealt with in my 40 years in bussiness.
First there increase of insurance by some 80% yearly then reduction of cover by 80% was first blow. Then over the last 4 1/2 weeks to get my own money from them for emergency operation has been like getting blood out of a stone. Still have not cleared the paperwork from them when ATO and banks can do same process in hours they have not finished in 4 week. POOR.
Hi Shane, thanks for raising this feedback with us. Our Claims Team are currently working on your request and we'll be in touch with you with an update soon.
If you have any questions, we're right he
... Read morere to help. Email us at [email protected] and we'll get back to you.Find out how CareSuper compares to other Industry Super Funds
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Hopeless
Still no statement for 2018-19, they used to be out in August, what are they hand writing them the new website is nothing short of a disgrace, whoever presided over this should be sacked. No response to emails on the website, they don't seem to give a stuff nowadays.
Hi Mark, we're sorry to hear we haven't responded to your emails. Are you still waiting to hear back from us? We can arrange for a senior member of our Advocacy Team to give you a call and talk throug
... Read moreh your feedback if you like. Email [email protected] and we can get back to you. Our Digital Team has been monitoring our online 'contact us' form due to some technical issues we experienced recently. We believe these issues are resolved - if you've submitted a request through that page and you're still waiting to hear back from us, let us know the date you sent your query in so we can investigate further for you.No there is no statement when i log in, only 2018, it is now nearly November. The hopelessness of the new site is further emphasised when you can't even find emails sent from members login to make a query, its a joke.
Customer service? what is that?
I have been a member for many years and did not need to contact them earlier. But last year insurance premiums jumped by 30% so I have now been trying to get clarification on some charges and premiums charged. I have in contact with care super for the last 6 months trying to get details without any success. every time I talk to someone they tell me that they are escalating it and someone will call back. Now for the last three months, it is at the highest level of escalation with no further details provided.
Extremely dissatisfied and have even lodged a complaint but am told to wait the 90 days that they are allowed to resolve it. No one there will give a coherent response except saying Sorry and a whole lot of weasel words
Hi Tony, we're disappointed to hear that we haven't been able to resolve this insurance matter for you.
We've checked in with our Complaints Team who have assured us that we're working through compl
... Read moreaints pretty promptly at the moment, so you're likely to hear back from us before 90 days. (90 days is the maximum regulatory timeframe but we generally resolve matters faster than this.)
Whats happened to Care Super?
Ive been a long time Care customer but they just seem to be getting worse and worse of late. The new and improved admin system is clunky, you write a contact request question (3 times over two months) and dont get a response, they still havent supplied our end of year statements and yet previously they would be out by mid Aug most years, and now my insurance went up 30% because I evidently had a birthday and yet no one can tell me why. I talk to my friends about other industry funds and they say they feel wanted and valued but that has not bee
... Read moren the case at Care for the past couple of years (which is why Im looking to change ASAP). You would think with the outcomes of the financial royal commission and now the aged health care industry that these organisations would learn and just do what that say they will do and put customers first. Like I said, somethings not right at Care. PJHi, thanks for taking the time to leave us your comments.
We recognise that your recent interactions with us haven't been up to scratch, and we're sorry to hear that we've let you down. We agree our members expect - and deserve - better from us.
... Read more We acknowledge it hasn't been our best year, and we need to improve. We're disappointed you haven't seen the best of us on several fronts and we want to fix what's not working and prove to members that we're working hard for their future. If you'd like us to give you a call to talk over your feedback and address your queries, we can. One of our senior Insurance Specialists is available to discuss your insurance queries or we can send you a copy of the communication we sent to you earlier this year, if you didn't receive it. Email us at [email protected] or send us a private message through this site if you can. We'd like to hear from you if it's not too late. Regards, CareSuper P.S. We've started sending our annual statements, which are going out much later than we'd like, so yours should be with you soon. They'll be sent progressively over the next few weeks.Weasel words like all the other responses
Find out how CareSuper compares to other Industry Super Funds
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Income protection....Dont waste your money on this option
Hi, i am a member of Care Super, have for years, had income protection from the start, finally made a claim...i havent been rejected, theres been nothing, no contact, no email nothing, you wait on hold for over 1/2 hour, then get passed around, they hope you just give up i guess. Save your money and try someone for income protection
Hi Mark, thanks for taking the time to reach out about your income protection claim. We're sorry to hear about the lack of service and support you've received from us.
We'd like to escalate this wit
... Read moreh a senior member of our Insurance Team, who can follow up and find out where your claim is and get back to you. If you'd like us to look into this for you, please email your details to [email protected] so we can look up your account.You use the word Escalate a fair bit. I think it would be easier to transfer the family super to another fund and just put Care Super down to a bad experience. It was a great fund years ago. such a w
... Read moreaste. As to all, Dont waste your super on this Income protection .
A customer service nightmare!
CareSuper's customer service is extremely poor. On almost all but basic questions, I'm directed to a specialist team. That team is busy. Someone will call me back. Except they don't! I'm due about 5 callbacks, some from more than 6 months ago. Clearly, nobody is calling me back. Ironically, when I rang to complain about it, I was told "somebody will call you back and address the problem with you". Unsurprisingly, I still haven't receieved that call (from about 4 months ago).
Their Direct Investment Option is incredibly poor. The tradi
... Read moreng platform is directly out of the stoneages. As a professional share investor, I've never seen a worse trading platform in my life. Some transaction details don't update for weeks. Nothing is real time. Even your basic balance is 24 or 48 hours out of date. Yeah, don't bother with it. Overall, I would not recommend them to anyone. I'm looking for a better place for my super.Hi Zaxon, thanks for your honest feedback. We're sorry to hear about the poor service you've received and disappointed that we haven't called you back on numerous occasions.
We've escalated your com
... Read morements to a senior member of our Operations team, who would like to investigate what's happened and why you never received a callback from us. If you're happy for us to follow this up and/or raise a formal complaint (so you receive a written response from us), email us at [email protected] so we can get things moving for you.
Totally useless app.
Don't bother with this app, after you login, only blank white screen appears. Worst app that I have ever downloaded. I won't bother with this app again. it's a waste of time.
Hi Richard,
Thanks for raising this with us, we're sorry for the inconvenience.
... Read moreAre you using the Android app? We are aware of an issue affecting Android users, and our developers are working to resolve this as quickly as possible. In the meantime, you can still access your account details from MemberOnline on your mobile or desktop by logging in to www.caresuper.com.au/login. Regards, CareSuperHi, thanks for your message, I was using the android app since it was launched, I usually had no problems, I was very happy with the app, a few weeks ago it started with the white blank screen, I remo
... Read moreved and reinstalled the app and still no good. I have removed the app altogether now and use member online. Thank you.Hi Richard, just confirming that we've now updated our Android app and fixed the issue you were experiencing.
You should now be able to log in to your account through the app - you may need to re-pa
... Read moreir your account to your device and/or reset your PIN before you can log in.
Absolute crap app!
So sick to death of this company. Their app is rubbish, waited for months on end to access our accounts online while they were updating their website and app and its bloody useless. Sick of this company and it dreadful performance. Need to change ASAP!
Hi Jo Jo,
Thanks for raising this with us, we're sorry to hear about your recent issues. We aim to give our members a great online experience so we're disappointed our services haven't met your expec
Im using Apple!
Hi Jo Jo,
We hadn't heard of issues with the iOS version of the app. Is there something in particular within the app that is not working or are you unable to login?
... Read more To help us investigate this issue, can you please provide a few more details: 1 - Which device are you using? 2 - What Operating System are you on? On your iPhone device, you can check which version it is running by: - Going to the General section - Going to the About section - Scrolling down until you find the row Version, where the version number will be displayed (e.g. 9.3.3) 3 - Are you connecting to the app via data (eg 3G or 4G) or wifi? 4 - Have you also tried to log in using your member name rather than the pin code? 5 - Have you used the app successfully before? If so, when did you first experience this issue? If you have any screen shots of the error, could you please email us at [email protected] Regards, CareSuper
Would give 0 stars if I could.
- I had 5 different super accounts and I wanted to roll them into one.
All super companies were happy to oblige and made it easy with a click of the button- Excluding Care super. Care super made it extremely difficult after numerous attempts I couldn't get the funds from care super. Then 1 year later i did a search and there were no funds with care super. I contacted them and for the first time ever with any company because i couldnt answer one of the security questions correctly from 8 - 9 years ago they wouldnt let me access my account. I sp
if you invest in shares or ETFs...do yourself a favour and look past Care Super
Where do I begin? Members were locked out of their accounts for around 3 months while they changed their system (we were told this would be about 4 weeks)..numerous system bugs on the share trading platform since, can't place market orders, trading platform is right out of the middle ages, share sales settled in 2-3 business days (maybe) with no access to proceeds of sale in the interim; called up several times to find out what's happening and no one there seems to know anything and worse thing is that the people answering the phone seem to hav
... Read moree NO knowledge of share trading, placing orders on an exchange or much else. Silver Lining? If you just want to sit back and forget about your Super for years and years the Care Super balanced fund does have good performance. After patiently and with good humour trying to work with their direct investment option I HAVE TO MOVE ON as all of this has cost me a fair sum$$$.Hi Viktor, thanks for your detailed feedback. We're sorry for the ongoing problems you've experienced and acknowledge your frustration at the poor customer service you've received.
Our Direct Invest
... Read morement option experts have taken a look at your comments and we believe we may be able to help you with some of your queries.I really don't appreciate this and all the other responses that I have received from Care Super about these issues. Your responses always address "my frustration", "my experience" and "my queries" as
... Read moreif these are all situations which Care Super may enlighten me or help me feel better. Believe me, I'm not that emotionally distraught or curious with endless queries to keep spending time with all this. What would be appreciated is that you acknowledge how much my retirement savings have lost due to your lack of competence in handling these matters and that you make some reparations or at least fix YOUR system and lack of responsiveness and accountability in handling your member's life savings. And true to form, when I rang 3 days in a row to see why I can't access the Direct Investment Option whilst I lose $$$; the best I could get out of Care Super was that "one of our experts in the Direct Investment Option will call you back today. That was 4 days ago now and surprise...no one has called.Hi Viktor, sorry to hear you're still waiting to hear from us. Our Complaints team are working to make sure we resolve all your queries and get back to you.
Can you please email [email protected]
... Read more.au to help us match your ieatwords complaint to your CareSuper account so we can keep this moving for you?
Actually getting nervous...
I can't log in and retrieve member details. The security certificate is invalid for the member online area (scary!) and I haven't had a statement for a while. Care is not looking good. After giving them another month to fix the technical details, I am about to transfer my balance to another fund. I'm not confident they're doing the best with my money. However, before I transfer, I have to make sure all the insurance I've been paying for is taken across. And so it'll be several phone calls, long waits, chasing up... all over again.
Hi LGifford, we're sorry for the ongoing issues you're experiencing accessing your MemberOnline account. Our Digital Team can investigate and reset your online access - can we fix this for you? Please
... Read more email us at [email protected] We usually send our annual statements out around this time, however we've hit some unexpected delays this year and we're expecting statements to go in late October. If you have any questions about your account in the meantime or if you'd like confirmation of your insurance details, please let us know and we'll send you any info you're after.
Used to be good - now bad
We have been with Caresuper for a about 5 years, and they used to be one of the top industry funds - No more. The returns for the last year have been below industry averages/benchmarks. In addition, the new online account access /app is a disgrace, very buggy, slow and unreliable. Time to move to another fund......
Hi John,
Thanks for taking the time to share your feedback with us. We understand this has been a frustrating experience for our members and we appreciate your taking the taking the time to raise you
... Read morer concerns with us. We apologise for any inconvenience caused.
Still no answer !!!
OMG well I have rang and spoke to someone again just over 2 weeks ago requesting paperwork again to be told they were very sorry for the delay and that I could expect it in 3 to 5working days. Well still no show, what an absolute joke. Then they ask you to stay on the line for a quick survey......don’t think so. Maybe nice on the phone but still no action. I also along with obviously a lot of other disgruntled customers will be heading elsewhere.
Hi Debra,
We're sorry to hear you still haven't received the paperwork. We'd like to escalate this to a senior member of our Operations team to investigate why there has been a hold up.
... Read more If you'd like to email your contact details to our Social Media team at [email protected], we can investigate this for you and have this resolved for you ASAP. Regards, CareSuper
Not Happy At All.
Hubby & I are very longterm members.The recent login app is disgraceful. Apparently we’re both unable to login under the one and only email address we have (although we both have different membership numbers). Have lodged many complaints but I.T can’t fix it. Bye bye Care very shortly as this is pathetic. As far as the massive increase in insurance costs go, well that’s even more deplorable. They can fit it where the sun don’t shine. After all these years, it’s a terrible shame.
Hi Ally,
Thanks for taking the time to share your feedback with us. We understand this has been a frustrating experience for you and we appreciate your taking the taking the time to raise your concer
... Read morens with us. We apologise for the inconvenience caused.
Where is my Pension Account, where is my money??????
Having been with CareSuper for 30 years I decided I would apply for a Pension account now I have retired. I submitted the paperwork on 3rd July and having not heard from anyone at Care to confirm account would be opened I phoned on the 18th July only to be told that I would not receive my first payment on the 22nd of July as the account would not be activated until the 20th July. When I signed into Member Online my Super account was and still is there showing a ZERO balance. [name removed] in advocacy told me he would call on Monday 22nd to c
... Read moreonfirm account activated and we agreed that I could then do a transfer and my pension payments would officially start from 22nd August. He did as he said and called on Monday however he could see my Pension account but I could not and still can't see it online. After a number of phone calls this week (my version of Gone with the Wind or should I say Gone with my Super) I have now been told that the account has not been linked correctly and will not be fixed until next Tuesday, 30th July. I have also been told I can fill out a form to make a claim. I do not want to fill out a form I want to see my Pension account with my money in it. So what do I do now, what do I say? No, I know what to say 'NOT GOOD ENOUGH'. I question how many other members this has happened to and they do not realize if they have not checked their account online!!! PS Thank you [name removed] you tried to fix the problem for me.Hi Anne,
Thanks for taking the time to share your feedback with us. We understand this has been a frustrating experience for you and we appreciate your taking the taking the time to raise your concer
... Read morens with us. We apologise for the inconvenience caused.Wish I could get an answer?
Have been with Care for over 25 years and my husband for 15. All seems ok until you need to talk to someone. I rang 2 and a half weeks ago to speak to someone and asked for some paperwork to be sent to me so I could have a look at the insurance premiums properly as the fees have risen dramatically and the cover has dropped. Looks like I will have to waste more time on the phone and hope that maybe they will send what I asked for. Very disappointing to say the least .
Hi Debra,
We're sorry to hear it's taken so long for us to respond to you. We'd like to escalate this to a senior member of our Operations team and resolve this for you ASAP.
... Read more If you'd like to email your contact details to our Social Media team at [email protected], we can investigate this for you and expedite your request. Regards, CareSuper
Doubled My Insurances because of a "Significant Event"
My collective insurances were $2346 for fixed death and fixed total and permanent disablement. I then get a significant event letter simply telling me that at the end of July my premium for same cover will rise to $5470.
I am over 50 and Care Super is simply gouging me because they know once you get over 50 your options to move to a new provider and get insurances again is slim to nothing.
Absolute hostage takers in my opinion and taking advantage of older folk who dont have the options younger people have.
No bad experiences - ever
I've been a member for the past 5 years. They were incredibly helpful and friendly when I signed up, explained things to me in simple to understand terms to help me know what I was getting with my super and haven't ever had a problem since. Just today I had to call to get some information about changing to a new employer and get some of my questions answered and the service I received was great. I was only waiting for 2 min or less. The lady I spoke with, took my details and then even went to the ATO website to find the form that I was trying t
... Read moreo fill in and helped me each step of the way. I call that going above and beyond normal "read-from-a-script" help! I know that my issue isn't as complex as maybe some other people or as involved, but I think it's important to state the positive as well as the negative when/where possible. For me, CareSuper is the right choice and I hope I always get the level of service and kindness that I received today.
Run the other way
Dropped my insurance cover by $20000 then doubled the premium.....i guess they hope customers wont notice the changes to current insurance coverage or the new premiums. Time to shop around i guess.
Dreadful - doesn't deserve one star
I don't even know where to begin! This company, in their infinite wisdom decided to transfer to a new system that took THREE MONTHS to install and is worse than the previous system. And if you want to call and ask a question, forget it. You'll be on hold for a week. But wait, you can make an online query, only don't expect them to get back to you inside a year. They took their LIVE trading platform offline for TWO MONTHS, so God forbid there'd been a market crash or any sort of black swan event and you needed to act fast. This system shouldn't
... Read morebe offline for a minute, let alone weeks, clear proof that they don't understand the product they are offering. Their trading system is now more basic than before and my total balance doesn't even update properly, no advanced charting, but there's no point calling them because NO ONE WILL EVER ANSWER. They have a cute little sign on their home page saying we are so terribly sorry that it's taking ages to answer your calls. Yeah, really sorry. If they were sorry they'd employ more people to answer calls!! I also did the direct callback thing and am still waiting three days later for a callback. Today the whole website is down - big surprise - so I can't make any changes or check my balance, which incidentally doesn't correspond with the changes in my Direct Investment share portfolio. If you are thinking of changing to care super, you would be well advised to steer very clear.Hi Jane, thanks for taking the time to provide us with your feedback.
We recognise that you've experienced a number of issues with your account and trying to get in touch with us has been unnecessari
... Read morely complicated recently - we're sorry we've let you down. This is well below the high level of service we usually provide to our members.
Personal contribution no go!
I wanted some extra information in how to make a personal contribution into my super.
Rang on Monday, half hour wait, I had to board my flight, and I hung up.
Rang later that afternoon, ask for a callback, but newer received a callback.
Tried to ring again on Wednesday morning, ask again for a callback, but you guessed it ......no reply.
Tried to ring at 4 pm,.........phone line dead!
Left a message on the Website to Email me back........no reply Email yet.
Ring on Thursday, stayed on the line for an half hour, finally came through.
Now they a
Hi, thanks for taking the time to share your feedback with us. We understand the frustration our members have been experiencing and appreciate you letting us know about your experience.
We appreciate
... Read more your taking the taking the time to raise your concerns with us and apologise for any inconvenience caused.
Bad Tech and bad customer service
They changed their online services a couple of months ago. I'll admit it did need an upgrade, but no information was transferred to the new system. Had to go through the process of setting up a new online account. Bit of a stuff around but not a big deal.
The new system is too slow to log in. After entering the log in details, it sends a verification code that you need to enter to continue. Nothing groundbreaking here. Lots of systems require this added security measure now. The problem is the code is only valid for 10 minutes and I have yet t
... Read moreo receive it before it expires! I can't get into the system. I know the problem is not at my end. To test this, while waiting for the code I have logged into another site that uses a verification code and it arrived almost instantly. The CareSuper system just isn't generating the code or sending it fast enough to be able to log in. When I called to try and get into my account. After the usual corporate accepted but not publicly accepted standard of customers service of making me wait on hold to over an hour while listening to messages saying how important my call was, I finally got through. The solution offered was that each time I would like to log in, I should call them and they will send me a link to do a password reset, which comes through quicker from their email. This will get me access. How is this a solution? I have to sit on hold for an hour and reset my password every time I want to log in. When I said I was not willing to do this, they said they would transfer me to someone else that could help. This was of course just a way of getting rid of me. I was put back into the waiting queue. Left my number for a call back when my turn came up. Nothing yet 2 hours 18 minutes. Hooray! While I've been waiting, I finally had a verification code come through before it expired (just). It only took 9 tries.Hi Mick, thanks for taking the time to share your feedback. We're disappointed to hear about your online experiences and have passed this feedback to our Digital Team for investigation.
... Read moreWe know that members expect high quality digital services from us and we're sorry we're not meeting that expectation right now. We're keen to investigate this further and resolve this for you - if you'd like to email us at [email protected] we can look at your account details to see how we can sort this out for you. Regards, CareSuper
Holding My Money. Deducting Fees. Wont release to new super fund!! OUTRAGED!!
So these guys are the absolute worst ever. If you try and consolidate/move your super through any means, ATO, new super fund etc they will break you. They have sent me around in circles for 9 months requesting proof that I am the account holder. They have an online systems which you need to sign into with a password, yet no option to release the super or close the account. I can send requests to them from this account but it holds no weight in proving my identity. They ignore every attachment of my drivers license and other proof of ID sent. Th
... Read moreey need me to call in to prove my identity. Do they have voice recognition or are they just wasting time, knowing i work full time, so they can continue to deduct the fees. I have not contributed to this fund for over 2 years and they have taken over 2,500 worth of fees from me in that time and a future 250 since my request to release my money in October. I called them twice today, the first time they offered me a call back when there were 21 calls in front of me... 4 hours later, no call back. I have now been on hold for 1 hour, wouldn't be surprised if i get cut off soon as that is another tactic a struggling company might use to wear me down in the hopes i will give up and they will slowly eat my super fund because i don't have the hours in the day to go through this process. Consumer affairs, here i come. I have no other option left. i worked hard for that money. this is not fair.Hi Kate, we're sorry to hear it's taken so long to process your request. We'd like to escalate this to a senior member of our Operations team and resolve this for you ASAP.
If you'd like to email you
... Read morer contact details to our Social Media team at [email protected], we can investigate this for you and expedite your request. We aim to process all transactions as quickly and efficiently as possible, so we're disappointed to hear your experience hasn't been to our standards.Ohhh right. The same comment to everyone’s issues. Wow you guys are caring. Lol! Change your company name please it’s disgustingly misleading.
I have already escalated the issue to your customer adv
... Read moreocate team (why do you need an advocate team? Just fix/humanise your company) also I have lodged a complaint with Consumer Affairs.
Poor customer service
Hung up after 30 minutes in the queue ss there was hardly any change in the queue number. Now they are introducing excessively high premiums. This fund has changed to an administrator that offers very poor service. Once I transfer my insurance I'll be leaving the fund.
Hi David, thanks for getting in touch with us. We're sorry for the long delays you've faced.
As discussed with you today, a senior member of our Insurance team will be calling you to discuss your con
... Read morecerns. If you have any other questions, just let us know.
Bad service
Rang up Tuesday around 2.30 pm to make an inquiry re my insurance as I received an email from Caresuper.
The auto phone service tells me that I'm 7th on the queue. Hang up and they'll give me a ring if my turn come.
It's already Wednesday night and I'm still waiting for my call.
Try to ring them up the line is busy.
Total disregard for the welfare of their client.
Hi Bill, we're sorry for the ongoing delays you've experienced - we know our members expect better from us.
Are you still waiting to hear from us? We can organise for someone to call you back about your insurance query.
... Read more Just email your details to us at [email protected] and we'll be in touch. Regards, CareSuperOf course I'am still waiting to hear from you. You haven't answer my query.
I'll email my details to you. Hope to receive a response from you.
I already send my details but you haven't call back.
Tired of waiting on hold on the phone with 39 cLls in front of me
It doesn’t matter what time of the day we call.. sick & tired of waiting in the line with many many calls in front of me.. there’s never just 8 or 10.. lately in the 30s in front of me... come on care.. you take these super fees from us.. & don’t put enough people on to take calls...also I gave my details for a call back last week.. heard nothing back..one more thing.. fix you’re website so we can work to do online..think we had better change companies
Hi Julie, thanks for taking the time to leave your feedback. We agree that waiting so long to get through to us is well below the expectations most members have, and we're sorry for the delays you exp
... Read moreerienced. If you're still waiting to hear from us, we can organise to give you a call back so we can help you resolve your query.
CareSuper does NOT want your money
It is interesting to find a Super company that does NOT want me to contribute to the fund. On 8 May 2022 I sent an enquiry to CareSuper on how I could make a pre-tax contribution to my super. Since then all I have received is conflicting information. One lot of advice tells me to fill in a particular form. The next tells me the form they supplied was not correct. Maybe I need to go elsewhere before the end of the FY.
Hi Gary, we'd like to apologise for the conflicting information you've received - we're sorry for the confusion and we know how important it is to get this right so your contributions are processed co
... Read morerrectly. Our Operations team would like more information so we can investigate this for you and let you know exactly what's required. This will also help us improve our service and make sure we get things right in future. If you'd like to email us with a few more details, we can look into what happened - please contact us at [email protected] so we can follow this up.Good Morning, you should be able to examine the communications chain between myself (from 8 May), and the rote responses I received from your service desk personnel. My first contact was very clear
... Read moreregarding my circumstances and requirements, and yet I feel like no one actually read what I had said and reverted to a 'standard' reply. The final frustration (it was drawn out over a long time) was when I was convinced to complete a form in support of my requirement - which I did, only to receive a following message a few days later telling me I needed my employer to submit the form - when I had previously explained a number of times that I was self -employed. While I appreciate you getting back to me I think that you need to address the quality of the responses provided by service desk staff. There appears to be very little attention paid to specifically answering customer enquiries. Thank youHi Gary,
We appreciate the frustration and conflicting information you've been provided and want to urgently look into the communications between yourself and our staff.
... Read more If you could send us a quick email (or even a direct message on here) with your full name, address and date of birth (and your best contact number), we can then locate your specific account and investigate why the wrong information was provided - and ensure you're able to make a pre-tax contribution before the end of the financial year. We'll escalate the issue to a senior member of our team to ensure it's investigated as quickly as possible. We hope to hear from you soon. Regards, CareSuper
Deserves no star's.
Caresuper has let me down immensely. When compared to Hesta they're professionalism and ethical nature leaves much to be desired. Extremely scary company to deal with in regards to being in possession of my hard earned money. Zero stars. And that's saying it nicely!
Hi, thanks for taking the time to share your feedback with us. We understand the frustration our members have been experiencing and would like to discuss your feedback in further detail.
Please email
... Read more us at [email protected] so we can escalate your feedback to a senior member of our team.I was lied to and what I consider treated like a fool when constantly calling to have my financial hardship payment finalized. The passing the buck to other areas of the workplace was unbelievable. I
... Read morehad done the same claim the previous year with Hesta and they needed no (hard copies of anything.) Therefore you were making the process drag out on purpose. If Hesta didn't need ANY hardcopies than the legislative requirements were not in line with your practices. I see the only reason for this is to use the funds for the extra time to make what you could off them whilst I waited for my own money to get to me. You have no comeback! Don't you dare try to tell me I am wrong or I will take it further.Hi, we're sorry for the ongoing delays and frustrations you experienced with your claim and that we couldn't process it as quickly as you needed.
If you'd like to take this matter further, please le
... Read moret us know. You're welcome to raise a formal complaint about how we handled your request. We'll investigate the incident and provide you with a written response.
Better Now
Had heaps of trouble with the new platform but it is finally working. Hopefully will be plain sailing from here.
Thanks to customer service staff, did their best but were hampered by teething problems
Am happy with Care returns over a number of years
Hi Lou,
Thanks for taking the time to share your feedback with us, and glad to hear we were able to help you with getting access to your online account. Don't hesitate to get in touch with us again if there's anything further we can assist with.
... Read more Regards, CareSuper
No longer happy
I’ve been with Care for 17 years. Submitted paperwork to change my insurance and super nearly 7 weeks ago. Somehow it has managed to be lost in the supplier transition which has taken way too long. After sitting on the phone for ages 3 times since sending it I Have been told I now have to start again and waste time getting new witnessed documents, fill out forms again because the original paperwork has not been forwarded from the old address to the new. The call centre was less than helpful. I’m seriously considering changing. Very disappointed.
Hi Lloyd, thanks for raising your feedback. We're sorry about the delays processing your insurance request and agree you've had to wait an unnecessarily long time for a simple request. We apologise fo
... Read morer the frustration we've caused. Have you heard back from us regarding your request? A senior member of our team can follow this up for you and make sure we deal with your request as quickly as possible. If you'd like us to escalate your request or raise a formal complaint, email us at [email protected] and we'll help you out.
Shifting to another provider
-Weeks without access to my online information (over and above the scheduled outage).
-7 days to process a simple balance request email.
-Hours on the phone trying to get through to someone who can assist.
-No updates given to members in regards to what's happening with our access, let alone our funds.
I don't know about the rest of you, but I'm finding another provider - as soon as I can find out how the hell to get in touch with anyone who actually "cares" at Care super. Ohh the irony!
Hi, we're sorry for the delays and frustrations you've experienced lately. Our Customer Service team has experienced an usually high volume of enquiries which has meant we haven't been able to get bac
... Read morek to members as quickly and efficiently as we aim to. We recognise that this has compromised the service you received and that we've let you down. Our online services are now back and running, and we've reduced our wait times for help over the phone too. If there's anything we can do to help you out, or if we can follow up any of the above for you, please let us know.
There is something sinister going
I have tried to ring Caresuper and had to wait for nearly an hour to get through. There is something going on and i will be reporting to the ombudsman and ASIC. The fact that i cant access my account for a month and to be told by an offside callcentre person that i have NO FUNDS in my account is stressing me out. Being also told i have no recourse but to wait for a text message to say that the website is fixed is not good enough.
Hi Vee, we're sorry to hear this and apologise for the frustration we've caused you. Can we follow this up for you? We can escalate your query and organise for someone to look up your account and call
... Read more you back with an update. Send us an email to [email protected] and we'll follow this up for you as a priority.Extra Information
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Hi, thanks for raising this feedback.
We aim to process financial hardship requests promptly and efficiently, and we're sorry for the inconvenience we've caused at an already stressful time.
... Read more We're right here to follow this up for you, so please email us at [email protected] so we can investigate what's gone wrong and resolve your request ASAP. Regards, CareSuper