Hesta.com.au Avis 125

If only I could give Hesta a negative star rating , absolutely dumbfounded and confused as to how a major super fund needs to put so many lives on hold for 2 months and for this to be in the name of improvements ???? WTF 2 months ?are we paying for this ? I certainly hope not because the new and improved system is SH$T.
having to wait on hold for 2 hours without a callback option sealed their fate for me
Your taking the piss with this Hesta

Hesta is an absolute nightmare, from Retirees, pensioners, Poorly People and those who are financially struggling are stressed they are unable to access their Superannuation that they have worked years for! Waiting times on the phone are chaotic, people being hung up on, emails unanswered, every customer left with fear of the unknown. I am upset, I applied in April and I still have not accessed my funds months later. Disgusting!!

Do better, I really hope those people who are really in need get what’s rightfully theirs!!!

Hesta is so inefficient and I have waited over 3 hrs just to speak to a staff member. She even told me to move to another Super like she did. I have the proof for everything.

After an IT upgrade I have an issue, tried calling but was informed average wait time is over 2 hours, tried online msg, reply was obviously a standard generated reply and missed the point, now need to see if I can move my income stream to a fund that understands its responsibilities

They have been ghosting me for 3weeks now had to lodge a complaint because i can get any email response I started my process in April its been 3months now ,change to a better super if you can otherwise when you are really in need Hesta will disappoint you.

What a disgrace! We have been loyal members for at least 20 years and have been mucked around mercilessly since they embarked on their IT 'upgrade'; what a joke! No proper communication and when you make a phone call, you are put on the idiot 'wait tone'.. wouldn't that be the perfect opportunity for a sensible business to tell its customers exactly what is going on? Try the idiotic chat bot and you are sent around in ever expanding circles.

Same as what everybody else has written.
Absolutely appalling - who is running this terrible company. Once I sort out my current problem (IF!), I'll be moving away.
What a stupid decision to shut down and worse not provide any decent support. You just can't speak to anyone.

As other revewers have mentioned, waiting time before a consultant answers a call is rediculously long. Anyhow, I rang Awaresuper for enquiries recently, and within 15 minutes, a consultant answered my call. The consultant was knowledgeable and helpful, so I decided to switch from HESTA to Awaresuper on the same day.

Last week I left a review about Hestas incompetence and poor client management. ITS BEEN A WEEK NOW and three 2 hour unanswered phone calls a hardcopy of my hardship super details signed by a JP 5 digital copy's of hardship paperwork and about 10 emails to a couple of email addresses and ive got back 2 emails that say they need my name address and date of birth that they would have at least 15 times by now as I write it in every email
I've contacted there merging company who just told me to contact Hesta at the email address I've been using,ive contacted the business obnisman and even left a message on Hestas mental health email and its clear to me that this company doesn't give a rats arse about there clients .Bottom line is worst company ever that should be minus 1 stars ..Anyway to all you other people out there that are going through this as well I can clearly say I feel your pain and if you suffer from mental health like myself il say to you STAY STRONG .regards Paul Glitheroe 13/5/25 ongoing

Over their recent shut down period which I received no notification of, I haven't received any of my salary sacrifice contributions. I have now had to lodge a complaint because I can't get any response from Hesta. I have had to stop my salary sacrifice contributions which is infuriating, especially leading up to EOFY. I just want this sorted so that I can switch funds ASAP. The fact that they are allowed to behave like this is appalling.

I have tried to call for the last week. Each time I am waiting for 1 hour to 90mins. This morning I spoke to the rudest person on the phone. Her tone was very abrupt like I had ruined her day by calling. When I said ‘I think you’re being very rude’ she just hung up on me. Disgraceful.

Applied for small withdrawal in April not realising the ridiculous shut off time for a new administrator. Having had a 16 year career in superannuation, the longest I have ever heard of a shutdown was a weekend
Gross mismanagement and disregard for members. In the meantime am paying interest on credit card purchases which I am usually very organised not to pay interest. Hurry up Hesta!

Have been very unhappy with HESTA in the last 6 months.
I told them in January that I have changed my legal name and completed their requested paperwork with a copy of the legal change of name certificate. They said I needed a JP certified copy.
I sent them this in April. No reply and no changes to my name.
I resent it in May. No reply and no changes to my name.
I emailed again with all the paperwork in June. No reply and no changes to my name on my super.
I couldn’t access my super for 6 weeks in May, due to changes on their end - of which I was not informed. This was timed at EOFY which was ridiculous!
Will be leaving this incredibly unprofessional company as soon as possible.

HESTA said urgent requests would still be processed during shut down. This is false as I’ve been waiting since during shut down and I’ve been told that I just have to wait because there’s a backlog (no one gets processed urgently and there’s nothing factored into reopen to get anything done within even the usual processing times). I call twice per week since they have reopened. Shortest wait time was 90mins. It’s usually 2-2.5hrs but my last call was almost 3.5.

Staff on the hotline don’t have access to anything about anything. They don’t even know if it’s being processed or not, if the application has even been opened or read.

Service is worse since reopen. No planned improvements and no release of funds. Nothing you or the person on the other end of the phone can do because they can’t talk to their own team either.

For the last two days I have waited for over 3 hours on the phone with no answer. What is going on. How are you meant to communicate your needs and questions. I honestly am feeling that Hesta is deliberately ignoring calls or something. I have requested a call back appointment early July I am wondering if that will happen. The lack of communication is causing me anxiety and stress. I will definitely be taking my super to another company asap.

Absolutely useless. They chose April-June to "upgrade" their IT systems, and shut down online services. Leading up to EOFY!! Absolutely moronic behaviour. Also happens to coincide with my retirement, plans for which are now in chaos. Have been on hold twice for over two hours, only to be cut off by their operator when they answer.

Been locked out of account for months. I live abroad and it is impossible to access my account as the site does not send text messages to international numbers. I have phoned and waited for hours and cut off just as I get through. Emailed several times and no response. I desperately need to access my funds to go to Australia to care for my mum. I have explained this but no response. I have put my application, deadline for process has passed but no correspondence at all. My mental health and stress levels are very high. Never seen such a poor service. So much for the new improvements, even harder now to communicate and access account, which to be clear I have earned.

I’m very interested in the real number of HESTA members - aside from my husband and myself - who are still locked out of their accounts after nine weeks . I’m beyond stressed at this point and I’m feeling as though I’ve been a victim of an elaborate scam - in this past week I’ve spent every second day waiting on the phone, for over an hour just to be told that ‘oh you’ll get access to your account tomorrow ‘, things will be fixed soon etc and “ no there are no supervisors or managers available at this time “ . I’ve spent my working life as a registered nurse and God knows I have very little super - in line with most other nurses but I never imagined I would be treated with such disdain by HESTA . I’m feeling betrayed and very anxious about how to regain access to my money. Helen Bridgman

Hesta shutting down for so long. I have tried calling every day this week. You would think that after such a ridiculously long shutdown they would be prepared for the phone calls. Waited every day between 1 to 3 hours on hold. Hesta it is not your money.

I had multiple strokes last year and the multie strokes the previous 18 months prior and cannot access a pension. I am 66yrs old and urgently need to access some of my superannuation. Hesta strongly assured me in early May I could do so from June 2nd. I cannot get a response from them and need help asap! The stress is pitting me at risk of further strokes. Someone please help me access HESTA urgently. My savings are running out. Please please help me.