Hesta.com.au Avis 125

This is the second time I'm writing abt Hesta.They claimed that their 7 weeks shut down for upgrade to serve customers better. But infact it turn for the worst. It seems like they ghosted members just absolutely can't get hold of them either by email or phone call. This is really serious and alarming . Like obviously trying to avoid any contacts with members. Before this upgrade service was prompt and timely but the opposite now. Look I just did a personal super contribution on the 5 June before the end of financial year.As usual you expected to get an acknowledgement letter from Hesta after fill out an intent to claim form in fact for the past 2 years Hesta was so efficient an digital copy of form was sent to your account portal shortly after you transfer your personal contribution. After it was filled a letter of acknowledgement would be automatically sent to your Inbox in yr members account. I've done for the past 2 years
But not so after so called "Upgrade " rightfully it should be called absolutely DOWNGRADE .
This year on the 5 June, I did the same but no follow up service like in the past years.So I emailed Hesta and I was given a generic automated response " we have received your inquiry and will get back to you as quickly as possible. "That was 9 July then after 3 weeks i emailed them again and I asked to fill a request form and after submitted receive the same generic reply like the first time. But I need that letter to file my tax return.
Ok some of you suggest that we should transfer fund to another super fund.Good idea but I'm wondering and can anyone advise me how to get the fund transferred if Hesta is unresponsive.i mean can anyone shed some light on this issue

another full hour wasted on the phone with no response or update on wait time. After 9 months, no resolution to my case, no money received. I will be taking legal action for negligence and fraud. Please do NOT cheat your customers

I am unable to bring up my account on my home computer, but I can bring it up on my phone - not what I want - no help from Hesta - hours on the phone waiting for no reply...

Wish they would spend more money staffing the phones than on staff giving smug replies to bad reviews / complaints. Join another fund and ask them to consolidate your super.

I could not contact anyone at Hesta. The virtual assistant kept going around in circles and it would not let me login.

Hesta could improve by actually hiring some staff to man their phones. It is not acceptable that call wait times are in excess of an hour to fix THEIR mistakes.
This has happened each time it has been my misfortune to have to contact Hesta lately.

Like all the other complaints we have been waiting 5 weeks (since their upgrade went live). Supplied information as requested and still no money. Every time we call we are on hold for hours and can't access online account despite being recommended this where to go to save time. In previous withdrawals (before the so called upgrade) we have similar problems. It's almost like they delay and make life difficult to hold onto your money. We are happy to join a class action because the service is woeful

Finally...after 3 WEEKS- Hesta have cancelled an 'application for funds' form - that I did not lodge!!!! While this form sat, as a paper weight on someone's desk, I was unable to lodge a legitimate application to access my super. I had to borrow money from my family! Now for the expected long haul wait while they 'process' this legitimate claim.... appalling level of incompetence!

The wait times on the phone are RIDICULOUS

Constant problems withdrawing money ! Iam unable to do an online withdrawal because they haven’t fixed a problem that has been ongoing for months. Every person you talk to seems to have a different answer no one knows what they’re talking about !
Very close to closing my account ! Find HESTA very hard to deal with !

Hesta should be ashamed of themselves. There is zero customer service, endless waiting on the phone, no idea how long to wait. Cannot access my on line account. Dont know who to turn to. And thats after a one month system upgrade with no access during that time

Since you closed your doors for the IT upgrade (in reality, it must have been a downgrade) I applied for a lump sum and received no message that you even got the request after more than a week. I am trying to access my super (over 60). I have phoned three times only to be placed on hold each time for more than 35 minutes, and then the system cut me off. In this digital age, it should be quick and easy to withdraw money when needed. This doesn't seem to be the case. We are sick and tired of the inadequate service which has deteriorated over the last 20 years. I have since applied to another reputable fund and am leaving HESTA for good. My wife is having the same issue; she will also be going for another fund. Time to get out whilst you still have access to money. HESTA you are pathetic.

After a shut down period that there was no warning of I submitted my application for withdrawl of funds on the 2nd of June. After many emails and to be told they hadn't received my application for withdrawal despite receiving a verification email I am utterly gutted and disgusted. I have a healthy super balance but no money in my bank account to live on. This is poor management. Why wasn't there a better plan in place to take care of your customers in the transition to shifting your head office interstate.
I am 72 years old with an exemplary credit rating but am now unable to pay my bills and have received may overdue notices There goes my exemplary credit rating!
The Financial and mental health implications are devastating and I am extremely overwhelmed.
If you would like to join me in a 'class action' against Hesta, text me Denise McGrath 0402246392

Unable to make a small withdrawal from my pension fund. Have been emailing since May 2025. I am over 65. Do not get an email response to several queries. Hold line for hours (phoning from overseas this is costing me a fortune). Do not know where to go from here.

What went wrong? Being on hold for more than 3 hrs. Different answer every time. Put my application in for financial hardship in May and still waiting I ring nearly everyday and I get a different answer every time. I am so depressed and sick. This company is so wrong the way it’s treating their customers.

Since the change they have gone so far downhill as to be practically invisible. All I want to know is how much I would receive if I retired now, their website used to provide this data. Now I have to wait over 2 hours for my call to be answered.

Total disgrace, after 20 years the service has always been average, they then shut down for 6 weeks and open up even worse. Over 9hrs on hold 2 cut offs and no call back. 3 unanswered emails and out right lied to by call center staff.
All I wanted was a small draw down of my money which in the past was handled within a few days. This time is been a complete disaster.
Just like all the other reviews. It needs a ombudsman to intervention.

STILL LIVID !!!!
I have continued to call HESTA and the response is still the same "NO RESPONSE"!!! 2.5 hours listening to that annoying BS music ..only to hang up FURIOUS !!
I even rang the Media contact number listed on their web page .. and was put straight to "Leave a voice message" .. I did .. "ANSWER YOUR BLOODY PHONES" .. I also sent an email over a week ago ... NO RESPONSE!!! HAVE THEY STOLEN OUR MONEY ??
**I have just contacted my Federal Member regarding this BS .. I suggest that everyone does the same to put pressure on HESTA to accommodate their members!!

No stars
Uncontactable, they have forgotten it's our money !!!
Forget TTR, full pension age might come first before they acknowledge an application let alone action it.

Absolutely appalling company. I have been waiting 10 weeks for compassionate release of my super for urgent medical surgery and I have no support or updates. Every time I ask to speak to a manager I am left waiting for a hour and then the phone automatically hangs up. I am just left waiting in horrid pain. I will be definitely changing super funds and will not be recommending them. Not a nice way to be treated since I have been with the fund for over 26 years.