AustralianSuper Avis 164

AustralianSuper has withheld $30,000 of our funds. Their response to the issue is for me to submit a complaint!!! but they still are holding the funds. I think this amounts to fraud and am taking it to ASIC.

I agree with all the one star ratings. Australian Super are pathetic. They have held $30k ways outside reasonable payment timeframe and all they continue to say (from a script) is your application is being looked into. I will be moving our super to another fund.

I had 20 thousand withdrawn from my account. Fraudenty and these mongrels did nothing when I told them nothing I had to get the afca involved and still to the end they are not budging so with fraud on the rise please everyone get your.mo ey out of there it is not safe and they won't help you if something happens it's not Australian at.all hope they grt hit bye lightning f dogs

Dealing with Australian Super has been nothing short of a nightmare. Trying to make a simple change to my account, such as updating my name to my full legal name, has turned into an unnecessarily challenging process. I’ve had to go back and forth multiple times to provide a new statutory declaration, only for each one to be rejected for different reasons. After visiting the Justice of the Peace three separate times, they even accused me of altering the document.

What’s worse is the lack of proper support. When you call or chat with their representatives, they can’t provide clear advice or connect you to anyone who can make decisions. There’s no way to escalate your concerns to someone higher up, leaving you completely stuck. I lodged a formal complaint, only to be told it would take 45 days for a response, which is beyond unreasonable. Meanwhile, every time I upload a document, it takes them several days to reply, dragging the process out even further.

It’s been three weeks now, and I’m still waiting to get my details updated. If it’s this difficult to make a basic change, I can only imagine how hard it would be to get real help when it’s urgently needed. Based on my experience, and their consistently poor reviews and ratings, I strongly suggest staying away from Australian Super.

Should be NO stars but I don't get that choice. If you can avoid this useless mob then PLEASE do. Getting a human who speaks understandable English and who doesn't sound like they're being bombed by the Russians is unlikely. The BOTS just gibberjagger you around in circles so they're less than useless. You would be better off dealing with the Taliban. I worked for a company for 12 days then left. They put nearly $300 into Australian Super for me, who had it for 2 days. I jumped through many many hoops to draw it all out (I'm of age to do so). In those 2 days those mighty fine folks at ASS took over $100 in "admin fees". What a bloody rort. After reading the reviews on these mighty fine folks I'm not surprised that the Taliban have more supporters. Let's see how LITTLE of the original $300 hits my account when they finally get around to it. I'm disgusted.

This company totally fails in my view to address client complaints, even when I gave the support desk the specifics of where they are making calculation errors in estimated return values.
Was reported two weeks ago, apparently escalated to the IT department, but no contact yet.

Been 1.5 months since requested to rollover to SMSF, they keep refusing by after waiting for 3 weeks from request finding" your driver's licence is not certified exactly right", then again.
We already paying penalties as supposed to purchase property via SMSF but can't pay/settle as Australian Super illegally refuses to rollover my super.

Wish would know it before, would never give them money.
Take your money if you can please, it will be very difficult

Absolutely the worst communication I have ever encountered. I tried to make a withdrawal, due to personal circumstances, in close proximity to the 1st withdrawal (2 days). I got the usual txt, we are processing your claim blah blah, then 5 days later when I should have been receiving the money I get an email saying the 2nd withdrawal has been red flagged, great!! it took you 5 days to let me know this. So far I have spent an hour on chat trying to get this sorted and it's still not sorted!! The performance of my super has been pretty good but their communication is woeful, actually beyond woeful!! I appreciate them being careful with security but I should not have to wait 5 days to be told and then in the email they say to upload documents but they don't say what to upload!! As I type this I have been on the second chat for 30 minutes, they obviously handle multiple customers at a time

1. I wanted to access individual ASX shares via the Australian Super Member Direct platform. On rolling over funds from our Self Managed Super Fund I chose 100% Australian Shares as the option in their Choice Income account prior to having the ability to open a Member Direct account. Wrong!! By the time my account was opened, the share market had tanked and my balance had dropped by $10,000.
The correct strategy was to choose the "cash" option thus avoiding market volatility. Their documentation needs to provide such guidance. The matter was unsuccessfully referred to AFCA for compensation.
2. Numerous queries to the Australian Super Contact Centre resulted in erroneous advice. Staff need to be upskilled to know their stuff.
Prospective members wishing to roll funds from an SMSF need to proceed with caution.

Absolutely useless & pathetic customer service even if you can manage to get through on the phone!!! Total mismanagement with TTR payment missing for 5 months now. Still following up and considering lodging a complaint with the Ombudsman.

I feel compelled to share my family's distressing experience with AustralianSuper regarding the rights of my terminally ill husband. He is currently battling end-stage pancreatic cancer, and we are facing immense hardship during this incredibly challenging time.

Despite submitting all required documentation over 40 days ago, we have been met with frustrating delays. After waiting over 10 days for a response, we were informed that no decision has yet been made. All the evidence has been provided, and it is disheartening to see that they seem to be prolonging the process. It appears that they may be benefiting from the interest on our funds instead of prioritizing the urgent needs of their clients.

My husband deserves peace in his final days, yet AustralianSuper's bureaucracy is preventing us from accessing the funds we desperately need. I urge everyone to exercise caution when considering this company, as they do not seem to adhere to the standards set by the Australian Securities and Investments Commission (ASIC).

Please share this message to raise awareness about the potential challenges of dealing with AustralianSuper. No one should have to endure such inhumane treatment during a time of crisis. 💔

#AustralianSuper #ConsumerAwareness #Support #Injustice

Absolutely Pathetic customer service. Lodging an income protection claim is an absolute joke of a process. Staff are incompetent and give you a different answer each time you call. They need to be held to account apart from the worst returns .

Worst customer service ever! My husband was told by their staff if he retired at the age of 60 he could withdraw all his super. After completing all the documents and approved he was told he would get the money within 5-7 days. It has been 36 days and received nothing! Not even a call, email or sms. He rang AustSuper 17 times and not one staff member could answer any questions or tell him why they are holding onto money he is entitled to! He even spoke to their supervisor that made so many promises that were all lies! What type of people do they employ? Our whole family was financially, mentally and physically stressed and drained from trying to get answers from them. Would never recommend this super fund to anyone! Absolutely disgraceful!

Since April I wanted to split my funds in into high and low risk accounts, to-date Ive been given the run around then they organized a phone call to sort it out and all the financial adviser could do is NOTHING only give options.
I now will take my money out but after reading all these horrifying stories I am worried, to whom do you turn to in cases like this?

Incompetent and abysmal customer service.
One star for ease of getting money into their fund.
My account was hacked a few years ago, thankfully I caught it in time to stop any transactions. An extra verbal password was setup. A few years later after going through the hassle to remove it I find out it was still there, but no-one bothered to tell me on any of the many phone calls or letters.
They have repeatedly stalled transfers out to other funds by months, given false information, requested information they already had because I just gave it to them, and been the most frustrating financial experience.

My experience with Aust Super has been appalling and distressing. I submitted a withdrawal request, 15 days ago. My request still has not been processed, despite notification and a SMS advising the withdrawal would take 3- 5 days. All requested documentation was provided. I have not received any notification from AustSuper requesting additional details. I have followed up Customer Service on 3 occasions with a different response on each time and advised another 5 days, the latest on the 23rd. There is no opportunity to escalate. Terrible customer service, with a total lack of care. I will file a complaint, advising that I intent to lodge a complaint with the appropriate Government Authority. I wonder how many customers are experiencing these issues.

25th July.
Update - I have discovered that my request was not sent to the processing team when I initially submitted. It was not until I phoned, 5 days later, that the request was sent to the processing team. They have covered this up. Saying that, I am no further along in receiving my withdrawal request. I submitted a formal compliant, and have received a response of "We would like to help. At this time, I’m unable to confirm when processing will be completed and apologise for the inconvenience.”

My next step…..superannuation complaints. afca.org.au.

Appalling Customer Service. Withholding withdrawal transfer. All documentation submitted. Keep getting emails requesting for additional documentation they already have. Stalling tactics and you cannot escalate beyond the Call Centre.

I’ve been trying to set up a transition to retirement account with them. I completed the application on the 12th June. They say it can take 10-12 days. It’s now the 15th July and still nothing is done. I’ve rung them five time’s complaining about the time frames. If you get someone on the phone you can understand all they say is it’s escalated. They won’t put me through to anyone who can tell me why it’s taken so long. So I’m still waiting to get “my” money. You can’t even communicate with them via email. Their anuto assistant thing is useless. The worst customer service I’ve experienced from any finance organisation. All good until I try to get my hands on my money.

Uncle passed away in March 2023 leaving his super (he was a Vietnam veteran) to his wife in the Phillipines too date now being July 2024 they still have not transferred her the money! Numerous telephone calls, assurances money will be paid, never spoken to the case handler Michael J who never returns phone calls - Australian Super should not be allowed to use the name Australian as it’s an insult to the existing members!

The worst people to deal with by far been with them 5yrs wanted to increase my income protection just made it to hard talked to 5 different people got 5 different answers can't deal with these people any more going elsewhere