AustralianSuper Reviews 179

From trying to withdraw $3,000 from my super fund with these clowns, I’m yet to receive a cent after 4 weeks. They had the audacity to ask me what the money was for!
The system is pathetic, every robotic operator I @communicate” with always says sorry but it’s out of my hands!
Even after 2 apparent “escalations” nothing has happened…..as soon as I get this money the whole lot will be taken from this pathetic service. Never ever again will I deal with Australian Super.

Worst of the worst of the absolute worst in customer service. I am sure the Executives get paid beyond imagination - maybe they can come down from their ivory lofty heights and focus on customer service
I am fuming with the purposeful Catch 22 approach to making changes.

I've been with Australian Super since my first job, but after transferring to an SMSF, I would never use them again. Their whole system is a mess, from having to wait on hold for an hour to reset a password, to generic rejection emails that don't tell you WHY a form was rejected, forcing more hours on hold.

They incorrectly entered my middle name as my first name, then claimed I had to prove my identity again, promised 24 hour escalations then forgot to notify me when a form was rejected for no reason until I rang a week later, had me upload the same forms and ID via the web portal at least four separate times, claimed the ATO was at fault two months after I started the transfer process, and a dozen other excuses that meant my "quick transfer" took almost three months.

Just remember that good reviews of any company are usually based on seamless experiences. Bad reviews come from seeing companies under pressure.

I have tried private messaging. I have sent snail mail. I have changed my phone number and I am overseas. The only way to log onto my app is via text message to my now redundant phone number. The only way I can change phone numbers is by calling them to their overseas call number. BUT - THEY NEVER ANSWER THE PHONE. The same applies using their web page - text message to prove who you are. This is an EPIC FAIL. I have been trying for months now.

I would give 0 stars if I could, trying to roll over super to my SMSF and the process is an absolute joke! Not to mention the fact that the link they give you in the form to upload takes you no where and then the chat bot spit outs useless information!!! Plus the contributions made for 18 months have not grown, Ive just had fee after fee taken out slowly negating any profit! Hence why I am self managing!!

we attempted to withdraw cash via the online portal and it said a week ago it was successful. we didnt receive confirmation and followed up. No record have to apply again but our system is not working so when you get to the end says its failed - try again and again and again then ring and hold for an hour on 8 different occasions. AI well there is no intelligence at Australian Super they just using your money for their long lunches. Reviews indicate this has been a problem for months and the Ombudsman obviously has a relationship there.

This company reeks of coaching staff into delay tactics to try and make customers walk away,they receive all the relevant documentation and still use that stupid generic email to make you repeat your information and to delay your withdrawal,fed government need's to crack the whip on this mob or just take away their trading licence, customer service is an absolute disgrace

Zero stars. Their customer service is inexistent. I’ve spent HOURS on the phone, on HOLD, never capable of reach anyone. The chat is the same. If they take too long to reply (and they always do) they disconnect the chat. It’s the most terrible service I’ve ever experienced.

The worse of the worse. Can't even transfer money to a smsf without being rejected 10 times. Bunch if clowns. I am moving to vanguard

I tried to rollover my money to a SMSF, they are not letting you have your money back. Everyone thinks they will get the returns they show, but you will not get a dime of your money back with Australian super. One example tactic they use is they ask for all the exact names of the employers contributed super, even if you provide the names which employers provided, Aus super says those incorrect, so your money is stuck forever. Do not go with Australian super if you want your money back

Genuinely the worst customer service experience I have ever dealt with which is impressive. I am withdrawing my super as I am leaving Australia and they have asked me to get a certified copy to prove I am who I say I am which that in itself is hilarious, the bank doesn’t ask you to get a brand new certified copy every time you withdraw money. I got the document certified by a solicitor and a police officer for good measure and both were rejected as the copy didn’t state the “Australian terminology” on it. I am now paying money and wasting more time to get a third version of a document that should not be required to access my own money.

A nice added bonus was when Zoe the customer service rep asked me if my contact info had changed since leaving Australia, I informed her my number had and provided her my new number. Her response was to ring the overseas help line and request a number change, very unhelpful from start to finish, steer clear. My super also lost 2.5k in value over its last year of investments , stay away !

Australian Super is the worst financial company I have ever dealt with!
Their financial advisers are incompetent not knowing how to manage the funds based on market fluctuations! The return on investments is very poor and they don't have much options!
Their customer service is at the lowest level! I had to send them an email regarding my concerns logging in from overseas, it took them 5 days to reply to my email which did not even address the concerns I communicated with them.
They don't care about customer care, just automatic reply which doesn't mean anything! Even if you contact them on the phone, they forward your call to someone who doesn't know how to help you!
They have a very poor customer service and very limited options of investment!

Their systems are a joke. They have a pretence that the systems are customer based but they create a new member for you every time you need a change. They force you into archaic paper-based solutions because they have no confidence in their security systems. It is a minimum 30 minutes of waiting on the phone and then you are often told to put it in writing. Anything in writing/email gets a 'minimum 5-7 business days' response.

It has taken me over 30 phone calls, and 3 official complaints to get them to make a simple change from personal additional contributions to employer additional contributions. Every time I call I am told something different, been given incorrect instructions and generally given the run around. My tax return is delayed and therefore a loan application has been delayed and I am about to lose a house I have purchased, all because they are unwilling to help me. Each time I upload a required document, I have to wait 5 days and then something entirely different is requested (if my uploads are acknowledged at all). I am at breaking point. Their staff are untrained and couldn’t care less. Dealing with them has been a source of extreme stress and anxiety and I actually do not know what to do. My simple query has had a knock on effect that has eaten up a month of my time and I am now out of time with no forward movement. As an industry fund avoid at all costs!!! There are better options out there. I am so disheartened, disappointed, stressed and fed up. They simply don’t care about their customers.

Terrible, they approved the early release of my funds, but to access my funds, I have to get a non treating doctor to fill in a form. So I have to someone that knows nothing about me or my condition, to fill in a form about me and condition. It's insane.

There is a reason why this fund gets an average of 1 star for their performance.

I concur with the reviews provided on this regarding their experience with AustralianSuper. It has been such a NIGHTMARE dealing with them to get my super fund rolled over. Delay after constant delay and so many excuses to NOT process my rollover. They don't even communicate to you, they just expect you to call them back to follow up and then find another excuse to delay processing the request.

Multiple and chats with them to follow up and it still has not been resolved. I have raised a complaint to AFCA for the lack of transparency and awfully dismal customer experience.

Tried multiple times to open a choice account. I am a member the systems fall over constantly, navigation is muddled and online applications just fail.

Worse they are aware of the problem and seem in no rush to fix. Hours wasted.

I live overseas, and Aust. Super just introduced MFA - but failed to setup a system that accommodates overseas numbers - 3 weeks and over 2 hours on phone calls - and they still cant sort out the issue to allow me to access my account. Very disappointed in their service and customer facing experience.

Absolute tosspots. Do not touch them with a ten foot pole.
Incompetent, greedy, unhelpful....these chix go out there way NOT TO ARSEIST.
Do yourself a favor, and simply start school all ova again if you remotely even trust the likes of these greese balls.
Theyll keep ya money, expect ya to be happy wiv a zero point zero zero zero 2 per cent return on investment while they sit there and engage in mass distribution across their own pockets only
I think they await muha to bum round the mountain but then when the camel does appear, spend their greesy backsides trying to beet the poor littel bugga down.
Unless you enjoy a spot of pubes in ya Samosa's from a crew labelled the scrow scratchers, stay away from the munk ees....otherwise known as oz west plumbing and mingk keens bingo discordian piano man hempire

I continue to receive prompt and efficient service from Australian Super. Each request for a withdrawal from my account has been processed within 5 days. Providing all the required documentation is of course necessary to ensure prompt processing. I am grateful for the service I receive. Thank you.