AustralianSuper Avis 164

I would give a 0 star for the customer service and complaint department. I have been going through a terrible experience with Australian super since past one month just to change my name. I have recently changed my legal name and I have provided all the relevant doccuments such as passport, drivers license, citizenship certificate however it is not enough to change my name on my superannuation account. Australian super wants me to pay additional fees and get the change of name certificate eventhough my name has been changed everywhere else without change of name certificate. It is ridiculous. As soon as my name is changed I am finding a new super fund as I am very frustrated with the stupid policy and process of Australian super.

This is a fund that sends threatening correspondence to customers and when paperwork is completed to withdraw funds, they forward funds to ATO without warning or knowledge and take no accountability when questioned. This is not a Super fund to be trusted under any circumstances. This is Fraud and must be investigated immediately!

Utterly disgusted at the service of this supposedly "great company" - i have sent 3 legitimate complaints, sent emails requesting contact and still no response. They have WRONGLY amalgamated my super accounts (after expressly being told/recorded not to) and have NOT contacted me after these repeated complaints, they have fixed the accounts after three weeks, however, who knows where they got the figures from. ???? they are not giving any information on their method etc. and have no respect for their customers at all I have no faith in their 'workings out" no faith in their customer relations and no faith in management that allows this to happen. This company is shiny on the outside but on the inside don't expect any value. They treat people with contempt. I am unable to speak with anyone in the complaints section as they don't have one anymore.
just little people in tall buildings sipping lattes and not having the decency to reply or explain their errors. or how they supposedly fixed them.
go elsewhere if you can.

Initially, I had very little confidence that my issue could be resolved. Every attempt I made led to delays or unclear outcomes. After gathering more information and comparing different approaches, I decided to proceed with"𝙂𝙚𝙩𝙧eclaim. Over time, I started to notice steady improvements, which evetually led to a resolution.

When you're with them, everything is fine. BUT when you need to change something or move some funds over, OMG.... Just go to the AFCA first because they drag it on for months.... Highly NOT recommending these people.

If I could give AustralianSuper a minus score, I would. Customer service is terrible. Trying to transfer money from AustralianSuper to another fund. Keep on receiving text messages that they need more information, so I ring up customer service, not but twice. First time waiting for 43 minutes and then get told I have given them all the details needed. Ring up again 1 week later (another 36 minutes) to see why the delay. They cannot give me a reason, but they will file an internal complaint for me. Ring up today 13/4/26 as still no funds in the nominated account, again, same rubbish and 51 minutes later with no resolution. They like taking your money but they certainly don't like giving it back. My wife is with Care Super and so, so easy to transfer, speak to someone that knows what is going on. I am closing my account with AustralianSuper and going to Care Super. I suppose the name Care says it all. STAY AWAY FROM AUSTRALIAN SUPER

Australiansuper is corrupt and deliberately stalls you from rolling over to your new Super account or SMSF. They are unconscionable in their dealing and liars when asking for additional information. I suspect that they do not actually hold the money onshore in Australia even though you may have 100% of your fund in Cash or TD. Something is not right. They even delayed my mother who is in Pension phase 3 months to access $50K of her super as a withdrawal and which was needed to pay a shortfall in a retirement village settlement. They left her out on the street due to their delays and stalling tactics. Just criminal. Do not have your super with this company.

Australian Super are a rort and no amount of good returns is worth the hassle of dealing with them. I applied for 2 withdrawals on Mon and Tues. I recieve an email early Saturday morning asking which amount do I want!! Meanwhile planning for having the money by at least Friday... They've ruined 2 Weekend holidays recently. Wondering about legal action..

Rubbish antiquated designed system. Won't speak to member or ID them. Abysmal customer service.

Smug & arrogant phone support staff and shadowy backroom people who could not care less

Ver~tel~waves provided excellent service and helped resolve my issue quickly. Thanks for the help.

The worst and most diabolical service you could use as someone who is travelling or semi permanently living in Australia. The entire company is run on bots and you cannot get a single response from a human if you have any issue. The worst / non existent customer service I have encountered. Shame.

Returns are OK but what ever you do- don't try and roll over your money. They have constructed the most insane and inept system for rollover. A 5 year old could come up with a better system. Clearly it is designed to be intentionally frustrating for customers. Multiple complaints to them did nothing to resolve issues. I spent hours on the phone over 15 + phone calls. Their complaints process is a complete joke. They had no intention to fixing their issues.

This is not a complaint about the customer service representative’s as I have only experienced helpful assistance within an archaic, outdated and inefficient manual system. To change any detail such as address, payment bank account etc you are required to download, print and complete a 4 page …. Wait for it…. FORM! This then needs to be scanned and your only options are to upload to a hard to find portal or send through snail mail. As yet the time frame is unknown but it is suspected 2-3 weeks. Trying to close super to TTR fund over 12 months has resulted in consistent messages the online process is unavailable and the same manual process is required and the simple task is still not complete. Maybe a few less bonuses and some investment in current systems would resolve this..,,

Two months of trying to rollover my AustralianSuper account into another fund.
Repeatedly requested to provide documents I have already provided, then given a resolution time of 3-5 business days every time I've called.

Giving 1 star seems complimentary, there is quite obviously a culture issue at AustralianSuper, no one cares. I wouldn't recommend this company to anyone.

Stay away. No compassion. Taking advantage of people going through hell after losing someone. Completely denied to pay for my partner’s death cover $80k, after making me wait nearly 2 years. Disgraceful.
There’s nothing we can do, is what they will give you when time comes. They want to talk to the person who has passed away. Easy way to get out of everything.

Worst super ever stay away from them are like scammers

deeply concerning operational issues—the service is dangerously slow, the website features don't match reality, and phone support is a total nightmare. It feels like a legacy system about to break or being attached anytime soon. If you value peace of mind and access to your money, look elsewhere.

I cant access Australian super website and have logged a request for an urgent resolution. Australian Super have not replied days later. In the meantime I am unable to duivest myself of position. Australian Super is costing me big time.

As at Nov 2025, customer service continues to be consistantly belligerent & unhelpful with wait times to the call centre over 1 hour, that often can never be resolved. They are also not allowed to transfer calls to their customer resolution centre who can help.
Very high fees if you have a high balance with frustrating, belligerent & unhelpful customer service! I have been with Australian Super for many years & my fees increased by 22% in a single financial year. I tried to seek answers for a justification & received a belligerent, dismissive, vague & unhelpful response that took 6 weeks. So I lodged a formal complaint with AFCA & still never received a satisfactory explanation from customer service who could not care less about losing long-term loyal members.