AustralianSuper Reviews 179

Been 1.5 months since requested to rollover to SMSF, they keep refusing by after waiting for 3 weeks from request finding" your driver's licence is not certified exactly right", then again.
We already paying penalties as supposed to purchase property via SMSF but can't pay/settle as Australian Super illegally refuses to rollover my super.

Wish would know it before, would never give them money.
Take your money if you can please, it will be very difficult

Absolutely the worst communication I have ever encountered. I tried to make a withdrawal, due to personal circumstances, in close proximity to the 1st withdrawal (2 days). I got the usual txt, we are processing your claim blah blah, then 5 days later when I should have been receiving the money I get an email saying the 2nd withdrawal has been red flagged, great!! it took you 5 days to let me know this. So far I have spent an hour on chat trying to get this sorted and it's still not sorted!! The performance of my super has been pretty good but their communication is woeful, actually beyond woeful!! I appreciate them being careful with security but I should not have to wait 5 days to be told and then in the email they say to upload documents but they don't say what to upload!! As I type this I have been on the second chat for 30 minutes, they obviously handle multiple customers at a time

1. I wanted to access individual ASX shares via the Australian Super Member Direct platform. On rolling over funds from our Self Managed Super Fund I chose 100% Australian Shares as the option in their Choice Income account prior to having the ability to open a Member Direct account. Wrong!! By the time my account was opened, the share market had tanked and my balance had dropped by $10,000.
The correct strategy was to choose the "cash" option thus avoiding market volatility. Their documentation needs to provide such guidance. The matter was unsuccessfully referred to AFCA for compensation.
2. Numerous queries to the Australian Super Contact Centre resulted in erroneous advice. Staff need to be upskilled to know their stuff.
Prospective members wishing to roll funds from an SMSF need to proceed with caution.

Absolutely useless & pathetic customer service even if you can manage to get through on the phone!!! Total mismanagement with TTR payment missing for 5 months now. Still following up and considering lodging a complaint with the Ombudsman.

I feel compelled to share my family's distressing experience with AustralianSuper regarding the rights of my terminally ill husband. He is currently battling end-stage pancreatic cancer, and we are facing immense hardship during this incredibly challenging time.

Despite submitting all required documentation over 40 days ago, we have been met with frustrating delays. After waiting over 10 days for a response, we were informed that no decision has yet been made. All the evidence has been provided, and it is disheartening to see that they seem to be prolonging the process. It appears that they may be benefiting from the interest on our funds instead of prioritizing the urgent needs of their clients.

My husband deserves peace in his final days, yet AustralianSuper's bureaucracy is preventing us from accessing the funds we desperately need. I urge everyone to exercise caution when considering this company, as they do not seem to adhere to the standards set by the Australian Securities and Investments Commission (ASIC).

Please share this message to raise awareness about the potential challenges of dealing with AustralianSuper. No one should have to endure such inhumane treatment during a time of crisis. 💔

#AustralianSuper #ConsumerAwareness #Support #Injustice

Absolutely Pathetic customer service. Lodging an income protection claim is an absolute joke of a process. Staff are incompetent and give you a different answer each time you call. They need to be held to account apart from the worst returns .

Worst customer service ever! My husband was told by their staff if he retired at the age of 60 he could withdraw all his super. After completing all the documents and approved he was told he would get the money within 5-7 days. It has been 36 days and received nothing! Not even a call, email or sms. He rang AustSuper 17 times and not one staff member could answer any questions or tell him why they are holding onto money he is entitled to! He even spoke to their supervisor that made so many promises that were all lies! What type of people do they employ? Our whole family was financially, mentally and physically stressed and drained from trying to get answers from them. Would never recommend this super fund to anyone! Absolutely disgraceful!

Since April I wanted to split my funds in into high and low risk accounts, to-date Ive been given the run around then they organized a phone call to sort it out and all the financial adviser could do is NOTHING only give options.
I now will take my money out but after reading all these horrifying stories I am worried, to whom do you turn to in cases like this?

Incompetent and abysmal customer service.
One star for ease of getting money into their fund.
My account was hacked a few years ago, thankfully I caught it in time to stop any transactions. An extra verbal password was setup. A few years later after going through the hassle to remove it I find out it was still there, but no-one bothered to tell me on any of the many phone calls or letters.
They have repeatedly stalled transfers out to other funds by months, given false information, requested information they already had because I just gave it to them, and been the most frustrating financial experience.

My experience with Aust Super has been appalling and distressing. I submitted a withdrawal request, 15 days ago. My request still has not been processed, despite notification and a SMS advising the withdrawal would take 3- 5 days. All requested documentation was provided. I have not received any notification from AustSuper requesting additional details. I have followed up Customer Service on 3 occasions with a different response on each time and advised another 5 days, the latest on the 23rd. There is no opportunity to escalate. Terrible customer service, with a total lack of care. I will file a complaint, advising that I intent to lodge a complaint with the appropriate Government Authority. I wonder how many customers are experiencing these issues.

25th July.
Update - I have discovered that my request was not sent to the processing team when I initially submitted. It was not until I phoned, 5 days later, that the request was sent to the processing team. They have covered this up. Saying that, I am no further along in receiving my withdrawal request. I submitted a formal compliant, and have received a response of "We would like to help. At this time, I’m unable to confirm when processing will be completed and apologise for the inconvenience.”

My next step…..superannuation complaints. afca.org.au.

Appalling Customer Service. Withholding withdrawal transfer. All documentation submitted. Keep getting emails requesting for additional documentation they already have. Stalling tactics and you cannot escalate beyond the Call Centre.

I’ve been trying to set up a transition to retirement account with them. I completed the application on the 12th June. They say it can take 10-12 days. It’s now the 15th July and still nothing is done. I’ve rung them five time’s complaining about the time frames. If you get someone on the phone you can understand all they say is it’s escalated. They won’t put me through to anyone who can tell me why it’s taken so long. So I’m still waiting to get “my” money. You can’t even communicate with them via email. Their anuto assistant thing is useless. The worst customer service I’ve experienced from any finance organisation. All good until I try to get my hands on my money.

Uncle passed away in March 2023 leaving his super (he was a Vietnam veteran) to his wife in the Phillipines too date now being July 2024 they still have not transferred her the money! Numerous telephone calls, assurances money will be paid, never spoken to the case handler Michael J who never returns phone calls - Australian Super should not be allowed to use the name Australian as it’s an insult to the existing members!

The worst people to deal with by far been with them 5yrs wanted to increase my income protection just made it to hard talked to 5 different people got 5 different answers can't deal with these people any more going elsewhere

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.