AustralianSuper Avis 164

When my wife passed away suddenly. I was lost physically and emotionally. When ready I started the claim process. Not knowing what to expect assuming it would be laborious. I dealt with 2 firms Australian Super and ARF.
I found Kelvin at Australian Super the far easier to deal with and paid quickly. I only dealt with him throughout.
ARF I had to send in original certified documents and still waiting to be paid. They wanted contact details of my wifes mother and my wifes assets & liability's - whats that got to do with the claim.
Many many weeks after Sust Supwe Paid quickly still waiting from ARF. Emails from a different person nearly every time asking where is the funds… oh we are overwhelmed with claims. bet if I wanted to start superannuation acct I would be signed up by the end of the day. Very poor service ARF

Firstly it cannot improve I'm certain of this.
Most Evil Inhumane Company I've ever dealt with ever in any country 2nd only to the Australian Government. I don't want to waste my time here on these Criminals. Please do yourself a favour!!!!!! I should have read reviews. I'm an idiot major regrets. Beyond belief this Mafia Company.

I am winding up my SMSF and paid over $380k into my Australian Super account on 13 June. However, after initially crediting it to my account, they advised that because the deposit amount differed to the amount advised by superstream (the bank credited some interest), they couldn't accept the deposit. Ok, annoying, but send my money back and let's try again. And that's when the delays begin......
I explained that I needed to complete the transfer by 30 June so that my smsf didn't go over to another financial year (costing me thousands). They have been indifferent, ineffective and ironic in calling themselves a "resolutions team" when they are incapable of arranging a bank transfer (both Australian Super and my smsf bank with NAB) and when pressed, advised that they don't have the number for, and are not allowed to speak with the accounts team responsible for initiating the transfer. 30 June came and went and in spite of numerous calls, they failed to return my money. I could go on with stories from my many calls to their "help" centre, but suffice to say, when my money is eventually returned, it will never go back to Australian Super. Yours shouldn't either, avoid them at all cost!
Update: After posting this review, Australian Super messaged me to offer assistance. I replied to that and now 3 days later I still haven't heard from them.

The worst super fund to deal with when getting information. Customer service on the phone is awful. The customer service people on the phone don't want to help. They're lazy and unprofessional.

Amazed at how consistantly and comfortable the call centre staff can lie. Asked questions and receive one answer - ask someone else and get a different one. When I asked why the first person gave me the completely wrong information was told 'It's ok - they just havent been trained properly...)

I'm in pension phase with Australian Super. I wanted to know amount I had chosen to receive annually as a percentage as I thought I would increase it. (This is so basic, you would think it would be displayed on your log in page - but no).

Three attempts were made. Firstly, with the "chatbox" 😵‍💫- no matter how simply I put this, it kept sending generic links, so I asked to speak to a customer service rep - had to wait forever! When they finally responded I had to start over again. FYI this chatbox was already up to 45 minutes.

When it became clear to me the operator could not help my patience had run thin. I ended the chat and thought it quicker to ring Australian Super. After going through multiple options, yet another customer service officer who again, could not help, I was finally put through to that dept. The gentleman I spoke to agreed it was a basic question and yes, that info should probably show on your login with a link. I probably annoyed him going on about that. In the end all he could do was mail out a form, I would have to complete sign and send back. I indicated how time consuming that would be and can this be simplified? He then offered to email the form to print complete, sign, scan and return. Also time consuming, but a better option. I said thankyou that would be appreciated but line had gone dead.

Guess what? He failed to email the form! Back to square 1.

I gauge an organisation by its ability to connect with its clients and offer an efficient customer service. This is not the first time I have needed customer service and each time it has been a failure.

If Aus Sup can't improve their customer service, how am I supposed to have confidence in their ability to invest and manage my money?

In 2023 they didn't come within the top ten performers. I believe this was due to over-investing in unlisted assets when Covid hit. Then there was the multiple customer account scandal and massive fine! That should never have happened. If it was their "will" to ensure customers were not charged multiple fees for multiple accounts, it's a simple "red flag" on the database system. That points to integrity.

I'm waiting for EOFY 2024 results to see if their performance reflects customer service.

After I decided to access some of my super in January, what followed was a series of absolutely appalling responses and service. Upon my first series of chats with their agents, I decided to go online and see what reputation they had for customer service. What I found shocked me. Not only does Aus Super have the lowest rating for customer service of all the super funds, but the Federal Finance minister tore shreds out of them late last year and warned them to lift their game. After reading so many negative reviews and also recognizing I was not alone in my observations and experience, it gave me little confidence that my situation would be any better than the reviews. That was abundantly confirmed with how my case has been handled. I live overseas and my own bank here was appalled at how I was being subjected to such unprofessional service. With no direct communication available to appropriate departments, a sub-standard messaging service is their idea of a professional service. I could not disagree more. I have no idea if this service is a form of Chat GPT or actual people. I lost count this last month of the number of times I connected with an Agent for answers. Many things are quite obvious based on my experience and those of other customers. 1: Direct questions are never answered. 2: Generic responses are worded identically from one agent to the next. 3: Responses to queries vary and contradictory from one agent to the next. 4: There is no emotional response or connection to your own situation and circumstances. 5: No effort one would come to expect of getting to the bottom of your inquiry is demonstrated. 6: Every connection to an agent ends with zero satisfaction and zero resolve.

I applied via an online form to withdraw some money. My first application was denied due to my proof of identity not being accepted. I was instructed to submit another application which was then approved. I was told a cheque would be sent to me. I informed them that for a decade or more, cheques have been outdated in Europe and no longer used nor accepted. This fact was then replied to me in the most ridiculous manner. I was told it would take 28 days to send the money via Swift Transfer. It was then confirmed to me via email and a posted letter on the 1st of Feb that the money had been transferred to my account and would take 3 to 5 days. I checked with my bank and was told there was no transfer registered in the system. Weeks of trying to get answers were fruitless. I was given a variety of excuses from different agents and none of them made any sense. I asked repeatedly where my money was and the question was never answered. My own bank instructed me to ask pertinent questions to Aus Super and none of them were answered. I received the same lame and unacceptable generic responses. One told me my money was sent to an Australian bank by mistake which made me laugh. How on earth could that happen you ask? It is not a complicated matter as they attempted convince me. Simply re-check my bank details and the transfer and inform me. Again I was told the matter was being looked into, which of course I was told week after week. I made several official complaints and was eventually replied to. None of the issues I raised and the direct questions I asked were addressed. I replied, again asking for direct answers to relative questions and again the reply did not address them. What I got was a contradictory response, lame excuses, and a small admission of some clerical errors made on their behalf. I was then told they had prioritised my application and the money was sent on the 8th of March. Why I was not emailed this information before is part of Aus Supers problem. So today, low and behold my money was in my account.

I was told , quote, '' Please feel assured what happened in your case is not typical of AustralianSuper’s level of service. It is important we regain your trust, and we now look forward to providing you with positive experiences in dealing with us.''

It is a fact that Aus Supers customer service needs urgent and positive changes. What IS important to me is Aus Super demonstrating a service that will in fact gain my trust. I am sorry to say but of right now, it IS typical of the service they are currently offering. I am old enough and experienced enough to recognize what good customer service is, so saying as they did, that this was not typical, does little to change the facts at this present time. To conclude, I don't believe Aus Super is intending to be the worst customer service. I can only hope they pay attention to these reviews and implement the necessary changes to become the best. As for whoever is in charge of customer service, I strongly suggest they Google what makes good customer service and do what counts, do what matters for their customers, and stop making excuses.Simple !

All I can say since joining 3 months ago is what the hell did I deserve to join this mob. You have people at the call centre lying to you , you have emails not replied to and anything you complain about on review sites means diddly swat to fixing anything. Yikes I'm seriously looking to transfer out of this mess within the next few weeks if they don't fix up the problems I've had with their system.

Customer service is abysmal.
The delays for a hardship withdrawal even worse.
20 plus phone calls and still hasn't been processed.

Giving 1 start as not possible to leave a review without marking 1 start.
Terrible and slow customer service.Each person from customer service keep telling you a different thing and not doing any effort to solve the problem.
Website or app message service works terrible bad, take days until they reply.There is not a direct email to contact them.
I wish I never had a super account with them.Hopeless and very stressful to have to del with them.

Most incompetent organisation I have dealt with. Dozens of phone calls, numerous complaints and many false promises over a period of months I am still waiting for my funds to be rolled over to my SMSF. I have heard so any unfounded excuses as to why this has not been processed including "the account name of your bank account does not match the name of your SMSF (it does)", "we have not received proof of your ID (I have provided this numerous times)". Customer service is shocking. I cannot get any commitment in writing to back the false promises I have received over the phone. comments like "we do not send emails, only system generated emails" or "it takes up to 5 business days for a complaint to be processed". I now in a position where I do not have the required funds to follow through on a property purchase from my SMSF and face possible legal action or financial penalties.

I put in an application to withdraw superannuation that was less than $200. It stated that tax made be payable if you could not supply your tax file number. I can't access mine at the moment and I am trying to contact the taxation office. My attempts have been unsuccessful and I have complained to appropriate ombudsman. Australian Super Super contacted me this afternoon informing that they would not release my money but still charge me fees until I could. I have complained to the appropriate ombudsman.

After enduring a staggering ten years with Australian Super, I can confidently declare that my experience with this supposedly reputable superannuation fund has been nothing short of a customer service catastrophe. My patience has been stretched to its limits, and my loyalty has been repaid with a level of incompetence that is as astonishing as it is infuriating.

The tipping point in this saga of dissatisfaction came when I dutifully provided certified identification, only to be met with rejection from Australian Super's so-called "customer service" representatives. Let me make this clear: I adhered to their stringent requirements, obtaining certified copies of my government-issued identification, and yet, I found myself in a Kafkaesque loop of rejection and frustration.

The heart of the matter lies in the mind-boggling decision by Australian Super to reject a government-issued ID that they purportedly do not accept. One would assume that a superannuation fund, entrusted with the financial well-being of its members, would possess the basic competence to handle and verify the very documents mandated by the government itself. Alas, this appears to be a lofty expectation for Australian Super.

The Kafkaesque loop I mentioned earlier involves a series of mind-numbing exchanges with their customer service representatives, who seem to have mastered the art of evading responsibility and providing generic, unhelpful responses. Their inability to address the issue at hand and their blatant disregard for the years of loyalty I have invested in their services are nothing short of appalling.

The rejection of my government-issued ID has not only wasted precious time but has also raised serious questions about the competence and reliability of Australian Super's internal processes. One cannot help but wonder how a superannuation fund, tasked with managing the financial futures of its members, could fumble such a basic and crucial aspect of customer interaction.

It is disheartening to witness a once-trusted institution devolve into a bureaucratic nightmare, where the simple act of verifying identification becomes an insurmountable hurdle. Australian Super's lackadaisical approach to customer service has left me questioning not only their commitment to their members but also their ability to navigate the complexities of the financial industry.

In conclusion, after a decade of being a customer, I find myself utterly disillusioned with Australian Super. The rejection of my certified government ID, coupled with the abysmal customer service, has irreversibly tarnished my perception of this once-reputed institution. I implore anyone considering Australian Super as their superannuation fund to think twice and weigh the potential cost of a decade-long nightmare in customer service incompetence.

Update: Since submitting a complaint to them directly and threatening to make a complaint to the relevant government body, they have deleted my account along with the membership number and created a new membership number. My only guess is to cover their tracks as they do not want to pay me out for financial loss incurred by their incompetence. This is madness.

Horrible experience, they will do all they can to prevent you from withdrawing your money from them including filling out the releas details incorrectly such that the funds will bounce right back to them. Dirty tactics which have cost me countless money from lost opportunity as it's been weeks since I first lodged my application for withdrawal. DO NOT TRUST THEM WITH YOUR SUPER!

Went to Australia on Exchange and worked on a student 500 visa. Was reccomended Australian super, but i have now tried to close my account due to leaving the country and my visa expiring (a valid reason to close the account) but now 4 months later i am no further along then when i started the process.

There is no clearity on how to go forward with the process, no updates being given. I filled out an electronic form that took me ages to find and when i contact them 2 months later i hear "we sendt a cheque" which i purposfully didnt choose due to me now living half way across the globe. But even though i put all my bank details and checked "electronic transfer" they still decided to send a cheque" (which never arrived by the way). They then proceed to tell me that the transfer is in progress. 2 months later and there is nothing. Honestly dont know what to do or who to contact.
I just hope someone searching for "student working super fund Australia" might get this review up and steer clear of australian super

Wish there was a way to review on google so more people are aware. If you want to close accounts with Australian super.... good luck. Australian super had my deceased wife in their system twice and will be going through the 3-4 month claims process again for each of her profiles. I wonder how many accounts you can create for a dead person... Avoid....

Been a member for 20years plus, now in retirement phase. At the moment, unable to withdraw online. After 2 weeks of complaining, advised my account targeted for manual processing only. When asked why I wasn't informed AS ranted about "due diligence" etc & when I tried to respond was yelled at over the top of my response. They have had my manual withdrawal for 2 weeks now, & unable to give me an ETA - all information on their website I'm told re 5 business days does not apply to me. This has left me in dire financial stress. Bye bye AS.

The worst customer service you will ever receive, staff won’t hesitate to raise their voices to speak over and belittle you. Multiple contacts made and hours wasted to get nowhere, cannot even close my account was told it will go to fees over time 😡

Ineffective - Unprofessional - Incompetent.

Asked for ID verification via printed form - requesting same documents asked for online.

Call centre staff unable to provide relevant information & to explain process.

Need to put in significant work into customer centricity & staff training.

Bunch of thieves and biggest Scammers in super industry they good in taking money no matter if you're the account holder or not or your details are wrong but when it comes to put in a claims they don't want to know you.
I have been trying to update my personal details for almost a year and provided all the support documents still they refuse to update my details.