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Worst customer service I have ever experienced. Spoke with around 12 different operators, all of them terrible. Could not put me through to escalations or a manager. Could not give basic information.
I now live in the UK and have been trying to get access to my funds since May this year -I completed an international transfer which they actioned in Sept, after numerous emails chasing information for my UK bank to chase, today they have informed me the information given was incorrect and without an Australian account are only able to authorise a cheque!!!
Customer service very poor. They operate on office glide time, and you don't have a hope of getting anybody on the weekends. Their Chat service is so slow, one gives up halfway through. I was a member when the outfit was called Maritime Super, then they changed to Hostplus a few years back. If their investment strategies are anything like the way they run the office - look out.
Withdrawing funds from Hostplus is like getting blood out of a stone. Their systems are antiquated, communication is appalling, and their resolution process non-existent.
It has taken me weeks to obtain approval for a cash payment (don't forget it is my money) and now I have to wait a further 3-5 working days. I was asked for documentation AFTER the application was made, there was no request for a copy of the reverse side of one of the documents and no facility to upload documents to their website. They didnt bother to contact me to advise that one of the documents sent couldn't be opened. All of these factors caused lengthy delays.
In addition I was lied to on 2 occasions: firstly, that approval had been given and any delay was the fault of the bank; and secondly, that once approval was given Hostplus would expedite payment by covering the additional bank charge. Given my experience to date I should have known better.
If Hostplus can't organize a withdrawal I have little faith in them managing my investments. I'm still waiting for my money, but in the meantime I have initiated the transfer of my balance to another superfund and I suggest you do the same.
Avoid at all cost- awful service doesn't begin to cover it.
1. Fee for consulation $4000
Took FOUR days for money by Bpay
2. unable to add spouse on line
3. Refused to accept verification documents
4 Unable to edit typo in document done whilst on the phone
5. Repeated calls with long wait times - no weekend service
6 feedback form set up to only give postive review - option to say it was negative or demand call back greyed out
The worst superannuation company in Australia. Horrible rude service. They don’t listen to complaints. Slow response. I retired s couple of years ago and the process of getting my funds released was excruciating and they not as difficult as they could. And now, I have discovered some funds appeared in my super account from a late deposit from my former employer and Hostplus are telling me I need to go through the process of applying to release the funds and meet all the requirements again. I have already done that and had my super released. I am living overseas now. Why do I have to apply again? I’m retired already!!
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