AustralianSuper Avis 164

Unfortunately I had to submit a formal complaint regarding the complete failure of Australian Super to provide functioning and accessible customer service, which has left me unable to manage my superannuation and exposed to significant financial risk.

The call centre frequently has wait times exceeding 90 minutes, and often refuses to take calls altogether. As a result, I have been unable to resolve an urgent issue regarding my account access. My complaint was lodged two weeks ago and I still have not received a resolution.

I cannot recommend this super fund.

Terrible customer service. I called more than 10 times over the period of 6 months and the waiting time is never less than an hour. Are you kidding me?

I have been waiting 2 hours on the phone just to simply change my phone number. This is absolutely ridiculous

After Aussie Super had a data breach, they locked members' accounts as a security measure. I have been trying to get my account unlocked since this happened and it has been an absolute nightmare.

After waiting nearly 2 hours on the phone, I got through to an operator and was advised it would be unlocked within the next half-hour. However, the account remained locked. Not having the time to wait hours on the phone, I tried their app chat function, which takes about 24 hours to get a reply - so one never knows if they will be ready to attend to the reply, depending when AS message back. During my most recent attempt, I was able to engage and was asked to submit a "selfie" photo holding my ID and a 3 month bank statement (super professional AS!). In the few minutes it took me to collect and upload these documents on their clunky system, the operator ended the chat and sent me a satisfaction survey (they scored poorly!).

So then I was required to start the chat again and was advised of delays, meaning I'll have to wait another 24 hours or so for a reply. Folks, THIS IS JUST TO UNLOCK MY ACCOUNT, which was locked through no fault of my own. How would Aussie Super's customer service cope with dealing with more important financial matters??? Subsequently, I have registered with a different super fund but I still need access to my account so I can get my insurance CoC for transfer.

AustralianSuper failed to properly handle my account closure and fund transfer. Despite repeated attempts to verify my identity and provide instructions, they claimed they couldn’t verify my details, never responded clearly, and left me frustrated. After all this, they transferred my remaining money to the ATO without obtaining or acknowledging the instructions I submitted. Communication was poor, support unhelpful, and the process needlessly convoluted; now I have to chase the ATO for my own money. One star, as the experience caused me needless stress and wasted time.

10 days just trying to lodge a request to withdraw funds. I have been told blatant lies from several "customer service staff" about why the online withdrawal wasn't working. I was told yesterday that I would receive a call today, it didn't come, I call them yet again, another hour and 10 minutes on hold only to be hung up on by Ben after I said Jesus Christ when he said " that office is closed now". Written complaints need to go to the Trustee for Australian Super followed up by a written complaint to the AFCA. Don't use their facility for feedback/complaints, it won't go anywhere. I had only planned to withdraw a small portion though will now withdraw the the full amount and close the account.

From trying to withdraw $3,000 from my super fund with these clowns, I’m yet to receive a cent after 4 weeks. They had the audacity to ask me what the money was for!
The system is pathetic, every robotic operator I @communicate” with always says sorry but it’s out of my hands!
Even after 2 apparent “escalations” nothing has happened…..as soon as I get this money the whole lot will be taken from this pathetic service. Never ever again will I deal with Australian Super.

Worst of the worst of the absolute worst in customer service. I am sure the Executives get paid beyond imagination - maybe they can come down from their ivory lofty heights and focus on customer service
I am fuming with the purposeful Catch 22 approach to making changes.

I've been with Australian Super since my first job, but after transferring to an SMSF, I would never use them again. Their whole system is a mess, from having to wait on hold for an hour to reset a password, to generic rejection emails that don't tell you WHY a form was rejected, forcing more hours on hold.

They incorrectly entered my middle name as my first name, then claimed I had to prove my identity again, promised 24 hour escalations then forgot to notify me when a form was rejected for no reason until I rang a week later, had me upload the same forms and ID via the web portal at least four separate times, claimed the ATO was at fault two months after I started the transfer process, and a dozen other excuses that meant my "quick transfer" took almost three months.

Just remember that good reviews of any company are usually based on seamless experiences. Bad reviews come from seeing companies under pressure.

I have tried private messaging. I have sent snail mail. I have changed my phone number and I am overseas. The only way to log onto my app is via text message to my now redundant phone number. The only way I can change phone numbers is by calling them to their overseas call number. BUT - THEY NEVER ANSWER THE PHONE. The same applies using their web page - text message to prove who you are. This is an EPIC FAIL. I have been trying for months now.

I would give 0 stars if I could, trying to roll over super to my SMSF and the process is an absolute joke! Not to mention the fact that the link they give you in the form to upload takes you no where and then the chat bot spit outs useless information!!! Plus the contributions made for 18 months have not grown, Ive just had fee after fee taken out slowly negating any profit! Hence why I am self managing!!

we attempted to withdraw cash via the online portal and it said a week ago it was successful. we didnt receive confirmation and followed up. No record have to apply again but our system is not working so when you get to the end says its failed - try again and again and again then ring and hold for an hour on 8 different occasions. AI well there is no intelligence at Australian Super they just using your money for their long lunches. Reviews indicate this has been a problem for months and the Ombudsman obviously has a relationship there.

This company reeks of coaching staff into delay tactics to try and make customers walk away,they receive all the relevant documentation and still use that stupid generic email to make you repeat your information and to delay your withdrawal,fed government need's to crack the whip on this mob or just take away their trading licence, customer service is an absolute disgrace

Zero stars. Their customer service is inexistent. I’ve spent HOURS on the phone, on HOLD, never capable of reach anyone. The chat is the same. If they take too long to reply (and they always do) they disconnect the chat. It’s the most terrible service I’ve ever experienced.

The worse of the worse. Can't even transfer money to a smsf without being rejected 10 times. Bunch if clowns. I am moving to vanguard

I tried to rollover my money to a SMSF, they are not letting you have your money back. Everyone thinks they will get the returns they show, but you will not get a dime of your money back with Australian super. One example tactic they use is they ask for all the exact names of the employers contributed super, even if you provide the names which employers provided, Aus super says those incorrect, so your money is stuck forever. Do not go with Australian super if you want your money back

Genuinely the worst customer service experience I have ever dealt with which is impressive. I am withdrawing my super as I am leaving Australia and they have asked me to get a certified copy to prove I am who I say I am which that in itself is hilarious, the bank doesn’t ask you to get a brand new certified copy every time you withdraw money. I got the document certified by a solicitor and a police officer for good measure and both were rejected as the copy didn’t state the “Australian terminology” on it. I am now paying money and wasting more time to get a third version of a document that should not be required to access my own money.

A nice added bonus was when Zoe the customer service rep asked me if my contact info had changed since leaving Australia, I informed her my number had and provided her my new number. Her response was to ring the overseas help line and request a number change, very unhelpful from start to finish, steer clear. My super also lost 2.5k in value over its last year of investments , stay away !

Australian Super is the worst financial company I have ever dealt with!
Their financial advisers are incompetent not knowing how to manage the funds based on market fluctuations! The return on investments is very poor and they don't have much options!
Their customer service is at the lowest level! I had to send them an email regarding my concerns logging in from overseas, it took them 5 days to reply to my email which did not even address the concerns I communicated with them.
They don't care about customer care, just automatic reply which doesn't mean anything! Even if you contact them on the phone, they forward your call to someone who doesn't know how to help you!
They have a very poor customer service and very limited options of investment!

Their systems are a joke. They have a pretence that the systems are customer based but they create a new member for you every time you need a change. They force you into archaic paper-based solutions because they have no confidence in their security systems. It is a minimum 30 minutes of waiting on the phone and then you are often told to put it in writing. Anything in writing/email gets a 'minimum 5-7 business days' response.

It has taken me over 30 phone calls, and 3 official complaints to get them to make a simple change from personal additional contributions to employer additional contributions. Every time I call I am told something different, been given incorrect instructions and generally given the run around. My tax return is delayed and therefore a loan application has been delayed and I am about to lose a house I have purchased, all because they are unwilling to help me. Each time I upload a required document, I have to wait 5 days and then something entirely different is requested (if my uploads are acknowledged at all). I am at breaking point. Their staff are untrained and couldn’t care less. Dealing with them has been a source of extreme stress and anxiety and I actually do not know what to do. My simple query has had a knock on effect that has eaten up a month of my time and I am now out of time with no forward movement. As an industry fund avoid at all costs!!! There are better options out there. I am so disheartened, disappointed, stressed and fed up. They simply don’t care about their customers.