AustralianSuper Reviews 179

My partner has been trying to retrieve money from his Super account since he doesn't live in Australia anymore. He started the process 7 months ago and he still hasn't received his money yet. Everytime he calls, he gets somebody to tell him to be more patient or get hung up on. It's been a frustrating long 7 months without anybody being able to help him. If you're out of Australia, they send an UNTRACKED cheque internationally and if it gets lost, it's basically not their problem anymore. Their agents on the phone will not even make an ounce of an effort to process a new claim or solve the issue. He doesn't know how to get his money out. If you're an expatriate, stay away from Australian Super at all cost.

My wife and I make additional super contributions yearly. We tried to make a tax claim against the contributions. My claim was $x, my wife's was $y.
When we sent in the forms, Australian super mixed the claims up and claimed my wife's amount for me, and my amount for my wife. I won't go into everything with regards to trying to fixing it up, just suffice to say dealing with the staff at Australian Super is EXTREMELY FRUSTRATING AND ANNOYING. They seem NOT TO UNDERSTAND even the most basic things. They PRETEND to be helpful, but ARE NOT HELPFUL AT ALL.
In a word "HOPELESS".

From the moment I opened my account I experienced terrible customer service, where the staff seemed to know nothing about any of their products and processes. Endless cryptic fees that no normal person has any hope of deciphering. I called one day to ask why my "monthly fee" was different each month, even being much higher for months with fewer days. I was mansplained that it's "just the way the system calculates it, but don't worry we don't make mistakes". Well they do make mistakes, and often. For example, they categorised me through their tests as a "professional" for TPD insurance, but conveniently, they continued to charge me as a "blue collar" worker which was far more expensive. Of course I had to discover this and have it rectified, and of course they didn't just refund the overcharge, they used it as an untraceable credit towards future insurance payments. The final straw came when I made a $20k contribution at the end of the financial year, intended to be a tax deduction. Of course they immediately took the money from my account, but then sat on it for so long that when they finally allocated it to my super account it was the next financial year, negating all benefit of making the lump sum contribution. The staff immediately told me they can refund me, weeks go by and no refund. Call and runarounds continued until they told me they have no obligation to refund me and that I can fight them through APRA, which is an organisation comprised of superfund owners who NEVER rule in your favour. So I fought this for 6 months and finally realised holding your money is their only priority, not helping you, so I switch super funds and have never been happier. Please don't ever go with Australian Super if you value your investment and sanity. I don't know how they are still in business given all the negative reviews.

Well, where do I start I made an extra contribution to my super of $100 as I do every fortnight, and instead of $100 they withdrew $10000 now I'm having to chase everyone to try and get my money back it's unacceptable what has happened causing me and my family undue stress. How can someone trust this super fund when they treat in this way and without respect for their clients?

Withdraw all your money at once. You don't want to have to do the process more than once. I've been trying to withdraw my money for 3 weeks and they keep asking more documents. I keep asking them if they have everything they need and they say it appears so and then 2 days later I'll get an email asking for something else. Today I asked if after 4 emails and 4 phone calls they have every thing they need I'm told the relative section will get in touch if they need more. I said to the operator why she can't tell me now if there was more required she said because it's handled by a different department, so I said ut me through to them and she said she can't. I seriously believe they are doing this as a stalling tactic to stop me getting my money.

Have been trying to contact the legal department due a divorce thru the "Service number" Many, many messages taken and promises made that they will get the legal department to ring me back on my court case. I have now logged at least a dozen attempts to contact them to no availability, strange as I am the one paying the fees and basically the salaries.
Very disappointing, im going to see on what other websites I can provide feedback for Australian Super.

My father passed away a year ago in February 2022. I have been trying to close down his super fund which only has approx $500. After forwarding all the documents requested approx 4-5 times, still nothing. The fees are slowly eating it away, I would strongly suggest people put their hard earned money somewhere else. They should be ashamed of themselves.

Staff are useless.
Recent software update has locked me out of all accounts. Staff are useless & cannot reactivate on line accounts.

The reason their fees are "low" is because the people who work there have no idea what they're doing. Requested a payment to my SMSF and after 4 months of negligence on their part the "manager" finally told me, there's no body here who is trained to use the ATO system for processing payments. Spent over an hour everyday on the phone with them, the promised 11 call back from managers after they had "escalated the issue" I received 0. They kept making different excuses which contradicted their previous excused and were all completely untrue. Avoid like the plague. Thanks for taking 4 months to process a task which should have taken 5 minutes, appreciate the $30,000 loss in value.

Warning, Read every review, (a max 1.4 star) and you will not go anywhere near Aus Super, I lost $15k due to their lack of service
Check Google reviews also
This company has no empathy to anyone of their customers. Read other reviews how people cannot even feed their pets or lost their houses due to AS
A shameful rip off investment company located somewhere in Australia most likely the Ivory Coast

I've been with Australian Super for years and not had any trouble. Now I'm trying to set up my pension fund with them and I've had nothing but problems. Their instructions are very misleading - it says you can open the account and save it ready for the funds to go in for up to 30 days, but that's incorrect - it opens immediately and if you're waiting on consolidating funds, you have to close it again because you can't "save" it as they claimed. Once you do complete the application, it takes 2 to 3 WEEKS to transfer the funds across! Bad luck if you're waiting to start to access your income stream! And it takes hours to get through on their help line.

This company can improve by not having absolute in-house incompetence for a start look after people Australians that put trust into there company to hold our hard earned money etc. Super which I now have no trust in and would not recommend any Australian to trust or have anything to do with them and general customer care and common courtesy what a joke it has been worst experience ever I give them a no star rating and a warning to all Australians that are members to use another company as I have just been devastated and lied to and am now in Severe Finnancial hardship because of Australian super

Company is dysfunctional. Takes for ever to talk to anyone and when you do they haven't a clue. They have created an online platform and state they get back to you in two business days. What is the use of that when needing to dump shares on a downward spiral. Used to be good company now one of the worst. There should be an enquiry into this useless lot whom I once trusted with my finances.

I thought my retirement was in good hands, I was wrong. Australian Super dropped the ball when it counted the most. Repeatedly needed to send the same document via their webmail, this was left unchecked and caused problems which have resulted in me being left with $7 to put fuel in my car, pay bills and feed myself and pets. Thanks Australian Super, you obviously don't bloody care.

If it were possible to give no stars, I would. What a useless gutterswamp of an organisation. The worst customer service I have ever encountered in my life. I called last week after the ATO fast tracked my application due to the time constraints and urgency my doctors holiday had placed me in, in getting my paperwork processed before URGENT life saving surgery. I called Wednesday of last week and was told worst case scenario they are processed in three days. I called Thursday and Friday and it still wasn’t done. So I waited the weekend and called back on Monday. Four full business days later I called back. It still wasn’t processed. I explained I urgently needed it within three days and now it may be too late to access the funding which needed to be paid by Friday. Would you believe I was told to wait a further 24 hours and when I refused and asked to speak to a supervisor I was told they don’t take phone calls. So basically a non existent customer service team. I will be changing superannuation organisation’s after this. Absolutely appalling. My husband and parents will too. I just hope you are well aware you just lost over a million dollars of funds you manage. A very expensive phone call not to take I guess. Oh tanya is the managers name apparently. I was told I wasn’t allowed to know their last name.. but she was working today the 31/10/22.
There is this magical thing called a telephone that will help you to talk to your customers who need help. On the phone for over an hour with no help whatsoever and refusal to escalate to a senior member of staff. Pathetic.

Pathetic company, read all the poor reviews 1.2 rating is enough to know AS rips their clients. They ripped me 6 months ago and many emails later no response from Jess no surname, most likely fictitous staff
Lost over $14k in 2 months due to them not releasing my funds within 5 dsys as they proclaim. Next withdrawl took 5 days after I complained the first time, so why do they not pay back my $14k due to their negligence, why do they no have the balls to reply to my many emails?
Scam on shore so called Australian company ripping off hard working Aussies and they have no empathy to the elderly that lost their homes
Shame, shame shame Aust Super
Discusting

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, does not know what is happening. Its a nightmare.

They're ignoring a court order too release my mates money !!!
My mate has been trying to get his super out fir 4 weeks now who has rsached preservation age and australian super keep stalling the payments blaming our federal police who are also liars and corrupt as hell !!!! My mate has been ordered by the courts too have this released and they dont care !!!! My mate paul sherry has been trying fir months to get it out as i'm one if the peooke he owes money too and i recommended australian super too him !!
I won't recommend these useless incompetant jerks ever again !!!
I'm even looking at chanhing companies so this unprossiinal company can burn in hell.
Release his money and stop stalling the process !!

If there was a minus score Australian Super would certainly deserve to get it!
On the sudden death of a family member, the handling of the account has and continues to be nothing short of disgraceful with the effort to not pay out the super as the obvious strategy.
Failing to return phone calls in a timely considerate time frame
Failing to know their own product
Falling to reply to emails in a timely considerate time frame
Contradicting their own rules
No full disclosure of definitions
Disgusting lack of empathy
A formal complaint to the Finacial Ombudsman is what is needed.
Better still people to know not to be a member of this company

Awful service and if you ever tried calling their number to speak to a human you have to go through multiple layers of options. If you are lucky and do get through finally yu may have a person who can't articulate clearly and that's fine English may not be the first language but they are not familair with their own product/processes. They tells you to wait while presumably they find out more and then they cut off your line to get out of it and do not even return your call! Disappointing customer service and no help at all. You get more frustrated and livid with the poor service and cannot get anyone to explain why they sent me a letter my deduction is not allowed when I met all rules, conditions and they keep changing but to have AusSuper aggravating your concerns and then not helping adds to your stress. It's bad enough superannuation has so many If I can give a minus to them on my expereince I would and suggest others go to other industry funds instead. AusSuper wasn't like this before and the board/management should do something about it. How far they have fallen from an organisation that I previously was happy with and recommended.