AustralianSuper Avis 164

I have been with this company for a long time but after closing my account and trying to retrieve my withdrawal benefit after it went to the wrong account number has been an absolute nightmare. This started on the 19th Sept when I was told everything was done and my money would be in the bank it wasnt. It took 5 days to email me that it had bounced and I needed to fill a form in again to restart the process with the correct account number. I rang on the 26th Sept and spoke to an australian operator mind you the only one. She updated my details and assured me she was sending it through to the correct department. From then it has been like chasing a paper trail. Constant foreign operators that do not communicate with each other and today was my 7th phone call after waiting almost 4 weeks from when it started. First its oh yes your account is closed. Yes it is but I am waiting for my money to go into the bank after spending 15 days chasing this situation. It took her 15 minutes. It shouldnt take that long as by now they should be able to write a book with how long my complaint is. So got told another few days. I asked to talk to complaint dept. She said she would do it. She would not type it as I wanted and kept apologising for the service. I said just tell your admin office that a complaint is going into the AFCA after contacting the Ombudsman.

Seriously this company strikes of let's charge a "fee for nothing"

My understanding is a fee usually comes at as cost for a particular benefit, if said benefit is free as part of another institution services then you charging something is egregious.

Australian super is charging $120+$30 for walking my funds to NAB and setting up a TD. They also force you to keep a balance across both the balance portfolio and membership direct. Which causes you to incur further fees.. I'm just astounded how poor your fee structure is....

Seriously APRA or ASIC should give you guys a once over for the incredulous fee mongering.

Dreadful company to deal with, website is useless, phone calls are useless, left a complaint and that was futile as well

Made a claim on income insurance, after mulitple times of asking for updates and following up and being told we just have to wait for it to complete find out it was delayed by 2 years because no one looked at it.

Absolutely dispicable company and horrible uncaring employees.

DO NOT do business with them

I'm now having to call through to the Indian call centre for the 7th time. The lengths this company has gone too to lose my documents, or send generic email responses that don't specify anything about what documents they have apparently not received each time has been utterly disgraceful By all means AVOID THIS COMPANY!

DO NOT join Australian Super!!!
They are designed to provide no customer service, therefore maximising profits by making things so hard for you, you end up hopefully giving up and not accessing your funds. They should be investigated and closed down.

So it gets worse ... My last rant about AU Super was nothing compared to whats happened since then. Can you believe its got worse as they do NOT listen, will not contact you and do not care about customers. The latest is I finally spoke to a real person ( I had to call wait and call 2 days in succession) who seemed to care, said sorry BUT they could only pass on the issue - even they sympathised and said their system was a shambles - THEN this am I get an email to a complaint I made 1 month ago where they have got it all wrong again and say I asked to reverse the transfer! I did not, I was calling and emailing to say PLEASE could someone competent call me to discuss and sort this out as Im now left with NO life insurance as they merged the 2 accounts and (as Im now getting to expect) did it so the merged account was the one with no life insurance even though I expressly said "dont loose my life insurance" ! So now if (god forbid) I die before they sort this out and It looks like the way they work it could take years! Then my family get nothing even though I have done NOTHING wrong - they are SOOO INCOMPETENT - DO NOT USE AUSTRALIAN SUPER.

I wish I could only give 0.1 of a star - I have and am still having a nightmare trying to merge 2 accounts I have with AU Super - its taken over 12 months and very little comms and no one ever calls back and the call line people can never help and say they dont have any phone numbers for management. Also they have 'lost' my life insurance when trying to merge things! and cannot give me a clear answer whats going on. We trust these people with our life savings for retirement but they go not give a jot about us! Anyone know a Super account that is human and respects its customers?

Do NOT have anything to do with Australian Super. Totally incompetent if you want to get your money from them. Can only speak to call centre staff who parrot "be patient", "the matter has been escalated", and "we cannot contact the processing team" so can't assist further. Neither can a fund member who can't get past the call centre operators. They claimed they could not find my outward roll-over application despite sending me an acknowledgement of receipt, then in response to a complaint I made, Australian Super's claim was that I still had to produce the very same required documents that had been in their possession for 24 days!!
Verdict - absolutely incompetent, unhelpful, treat members with distain - basically borderline scammers.
Worst business that I have ever had the displeasure of dealing with.

This Aussie Super mob constantly advertise on the TV that its "Your Money"...So they say, well You Try to get what's rightfully Yours though! They definitely don't want to give it out, your money that is! Shockingly longwinded unhelpful and unprofessional service, incredibly frustrating, with stressful and deliberate lengthy delays, full of hoop jumping, so expect to be Clowned around! I could go on, but I wouldn't waste any more time, as I already have done prior, with this mob...Shop around, and look elsewhere.

If I could I'd give Australian Super zero stars for customer service. Trying to switch my super (invested with them) to a Choice Income (pension income) account - so far it's been 3 months and counting. I've never, in any country I've lived, experienced such an atrocious customer service system. There is no option to have a continuous joined up conversation about a problem - they've simply blocked all routes to deal with the company. nothing is personalised. Call centre staff are largely disinterested in the problem, although polite. They repeat statements from a sheet of possible answers and then forward a pro-forma email that has nothing to do with the result of the conversation you thought you'd had. This is, after all, my money and I simply want a retirement income!! I've been through the range of emotions from crying with frustration, angry, shocked and back to angry and simply never receive an actual response personalised to my requests to move my funds from one of their products to another.

Stay well away from Australian superannuation because after 30 years with them they have treated as if I’m a child who knows nothing about my finances. For over a week I have been trying to process a withdrawal from my account and after providing many certified documents to prove who I am they insist I supply further proof of who I am and after numerous phone calls to call centres who employ people who just give me the company line I’m still waiting to get answers about where my application is up to. This is my money and I should be able to access it without all the stress I enduring and what makes it even worse is the fact I can’t speak to anyone in a supervisory or management role.
Once I set this issue out I will be withdrawing the rest of my super immediately.

Australian Super provide absolutely no customer service, they have made an error on my account and I have been trying for months to have it resolved. There is no escalation process for problems other than raising a complaint and they have not responded to the complaints that I have raised. All I want is to have the problem resolved so that I can remove my money from the fund. I have wasted hours of my time calling and have received absolutely no assistance. Based on my experience I would suggest everyone avoid the fund and if you are a member as I have been for over twenty years get your money out before you have the same experience.

Stay away, I'm moving after 10+ years with them. Their slow processing times and delays in crediting your super account when you make contributions is crazy. They have costs me over $2K+ in additional tax in one year alone and even more is lost investment returns. Beware! They don't disclose the true cost of their poor business processes and the impact it has on your money.

An awful and unprofessional company to deal with - no customer service. Incompetent staff. I have been trying to rollover my superannuation to a SMSF for months now and it is still not done. I have gone back and forth submitting documents. It takes them over a week to respond to any query, and if you phone the customer service agents are essentially useless. Will be filing a formal complaint with the Australian Financial Complaints Authority (AFCA) to resolve

Based on the information provided on the AustralianSuper website I retired from work on 26/05/23 and submitted a partial withdrawal on 28/05/23. As we are building a house and part of the lump sum is to pay the builder. On 30/05/23 AustSuper asked for clarification which was provided the same day. Since the 30/05/23 AustSuper has not initiated any updates I rang multiple times to seek updates last week I was told it would be paid late last week and in my account earlier this week well nothing. This week spoke to an operator they could not give me any update I asked for an escalation but they never lodged it. I spoke to a supervisor on 13/06/23 and they assured me they had escalated it and it would be paid the morning of 14/06/23 nothing occurred. Spoke to another supervisor in the arvo of 14/06/23 and they assured me they would escalate it. Rang this morning 15/06/23 all the operator could tell me was it had a quality check done yesterday and that I would get it sometime next week. Today is 15/06/23 I lodged the partial withdrawal on 28/05/23 it has been 12 business days since AustSuper asked for clarification and from my contact with them this morning it appears it will be in excess of 14 business days before I get my lump sum.

Below is from the AustSuper website I have had no contact initiated from AustSuper since 30/05/23.
"We are currently experiencing a high volume of requests. It may take up to 10 business days to assess your withdrawal which we will confirm by letter. If you’ve provided your mobile number, you'll receive an SMS when a payment is made to your bank account."

Since transferring to Australian Super I have had incredible difficulty accessing and withdrawal of my funds. Their system seems to be designed to prevent you accessing your money. Numerous requests to provide further documentation after being assured by numerous 'Team Members' that they would 'expedite' the claim and nothing further was required! Finally called by Anthony from the 'Complaints Department' on 02/06/2023 and assurance that nothing further was required and would be paid in that day or 05/06/2023 I received an email requesting 'a Selfie with ID'. I would advise people to not get involved with this unbelievably difficult to deal with company.

Stay away from the Income Insurance its a disgrace in how they treat you after many calls and submitting my documents twice, and not to mention 6 months to wait to be told in my application at the start in the fine print you are not covered for this... Total disguising company, no compassion or care. I have canceled it and will more my super. Their customer service is worse than anything I have ever come across, not to mention you have to wait on hold for over an hour every time you call and the case manager NEVER calls you back. It's a joke. I hope I help just one person if you are thinking about joining with them.

Trying to rollover funds out to SMSF since months and still not happening. Terrible customer service, very slow and incompetent. Has no communication and customer care does not know how long it takes. I have migrated my remaining funds to PlanOff; even now that AUD is crashing. I've had peace of mind
Its a nightmare here.