AustralianSuper Reviews 179

❌ Extremely frustrating DASP withdrawal experience – 5 months of unnecessary delays

I applied for a Departing Australia Superannuation Payment (DASP) after finishing my Working Holiday Visa. While this process typically takes under one month with other superannuation providers, it took me over five months with AustralianSuper.

The service was disorganized, inefficient, and inconsistent from start to finish. I was asked to provide multiple expensive documents, including ones notarized and approved by Australian authorities, which added unnecessary costs and stress.

Ironically, they ended up releasing my funds before even receiving the documents they had demanded — a clear sign that their internal process is flawed and poorly managed.

⚠️ I strongly advise anyone planning a DASP withdrawal after a WHV to avoid AustralianSuper. Other providers are much faster, simpler, and more reliable.

⭐ Rating: 0/5

Worst experience I ever had with any customer service. I left the country trying to withdraw my balance. Impossible for me because of « unmatching name » on my forms. Spend hours calling them and paying for overseas calls. Stupid company.

I would give them a minus 100% if I could.

I have spoken to 5 agents in the past 2 days and spent hours going nowhere. They use a system that does not meet expectations.

Several technical errors and inability to use their inefficient system will plague every user.

To verify me, they have verified my drivers license, my Medicare card, my address, my account with Centrelink and my digital ID verification failed because they could not verify me on AEC system despite me giving them the data that AEC (customer service agent Lydia) confirmed as being correct.

They email saying someone will process the request in 5 business days. Too bad if you are under financial hardship.

Agents refuse (every time) to let you speak with a manager, so there is no recourse for incompetent agents who all have Indian accents.

They give you ultimatums and they hang up.

Looking for a good provider, do look elsewhere!

I am withdrawing all funds and closing my account with them due to their incompetency. There must be some truth in the fact that 117 reviews here give them a very low score!

Agents (6) I have spoken to who have wasted my time include: Shreya, Prem (the worst), Mansi (the Fast Resolution team member), Emma - i spent 30 minutes with her verifying who i was for her to tell me no Fast Resolution member was working at that time. She even wanted to change my name on my account without my permission; Sameer and Preshant who wanted to be called 'Presh': he failed to create a new complaint about himself.

After having verified myself on multiple occasions and with all my private data: Medicare drivers license, Centrelink and with images and having completed application forms, Presh told me I must use physical verification to get a verified copy of one of drivers license or passport, sign by a JP, etc. WTF...

More delays in my application. So what is the next loop hole they will attempt before they send me my money?

Pissed Off Verified Australian Super Member. (But not for long)

p.s. It may take us up to 5 business days to respond during busy periods.

They make you jump.through the same whoops everything you want to with draw funds in retirement. Month wait. I'm leaving them. Treated like rubbish. Steer clear of these thieves.

Just been chatting to Connie from Australian Super resolution team. Discussed my disappointment with her at length and Connie left me feeling extremely satisfied with the outcome. Absolute pleasure to deal with, very patient and displayed complete empathy. Finally I can leave a well deserved review. This kind of service goes a long way and is rare nowadays. Thank you Connie for enabling me to move on.

Consistently the worst experience in all my years of dealing with financial institutions or any business.
Poorly trained, arrogant staff who are dismissive and argumentative
Do not offer any help but constantly stone wall.
I wish I never had anything to do with them

The worst customer experience ever. Quick to take your money. So hard to get it back. they query everything. then every time you make contact to get your money its goes back into a queue that takes "there to five working day" took me 2 weeks to get some money out of my super. Customer service reps have heavy hard to understand accents. Its such a shame as the fund is performing well.

I have worked in the financial planning industry for over 22 years. I tried calling australian super recently for a client to obtain information regarding the pension booster. No one could answer my question. The people you are taking to in the call centres are under qualified uni students that only read my screens. We always recommend clients to get out of these industry super funds because of the bad customer service. AVOID!!!

DISGRACEFUL- stay away!
This super organisation which is supposedly “for members” are avoidant, inefficient, unprofessional and do not deliver.
I have been DESPERATELY seeking a withdrawal of MY funds for a surgery and am getting NOWHERE!
“Escalations” is just a buzz word they will try to pacify you with to get you off their line (after holding for 40+ mins).
Have gotten nowhere!! So stressed and dissapointed over this.
Have been paying into this fund since i commence working and have never needed to “trouble them” for anything. Now that i need assistance, i am on my own.
Will be closing account asap.

I honestly never had such a bad experience!
I am speechless on how bad this business is.
It makes Centrelink look professional!

Unhelpful. After a long delay I actually spoke to a person who was unhelpful. Asked to speak to a supervisor and was told there was no one else to talk to. No service, you just get referred back to their website. If I rang, there is a reason I needed to speak to someone

To be fair investment performance is reasonable if you choose their australian or international share options. But if you retire overseas, withdrawal is incompetent and the ID checks are obstructive, flawed and caused delays leading to financial difficulties. The ombudsman sides with the industry. I had multiple points of complaint which were completely ignored. Their customer service tried but you get a new person each time, no follow through and a tyrannical compliance department who should be fired.

Disgraceful service, staff no idea what they are doing! Company states 5 days for a reply to an email, states 10 days for withdrawals to process but it’s always more than 12 days!! The customer service team cannot send emails which is ridiculous, you can not get to speak to your so called case managers as they are never available, neither is any senior management person. One customer service person had a baby screaming in the background, excused her self as she had a ‘sick’ child with her and her English was not good, it’s rare to find anyone who speaks good English there. Sooo unprofessional! My payment is delayed due to an IP issue, I asked what is that? She said I don’t know it’s my first day here!! A shambles, management should be soooo embarrassed and ashamed of this company!!

I withdrew my super ( entire balance ) as for 25 plus years as I sensed it was under performing.

I have several other reasons as well , but if you have read the past reviews , nothing should save this company from the shame and the infiltration of distrust that it now displays .
One day , I hope Australian super will be brought before a senate independent inquiry along the same pathway that Qantas and its past illustrious Irish ☘️ leader (ceo) had its day of shame exposed .

A pathway of exposure , alledged mismanagement of funds and other alledged financial mismanagement. Deducting money from super accounts without sufficient explanations and various issues with slow insurance payouts, along with substantial large deductions after closing my account without notification are grounds for serious questions .. which are clearly exposed here in lots of seperate commentary from lots of dissatisfied clients .
Many , many pages of unsatisfactory outcomes and misery for many
avoid avoid avoid

Related

AustralianSuper has withheld $30,000 of our funds. Their response to the issue is for me to submit a complaint!!! but they still are holding the funds. I think this amounts to fraud and am taking it to ASIC.

I agree with all the one star ratings. Australian Super are pathetic. They have held $30k ways outside reasonable payment timeframe and all they continue to say (from a script) is your application is being looked into. I will be moving our super to another fund.

I had 20 thousand withdrawn from my account. Fraudenty and these mongrels did nothing when I told them nothing I had to get the afca involved and still to the end they are not budging so with fraud on the rise please everyone get your.mo ey out of there it is not safe and they won't help you if something happens it's not Australian at.all hope they grt hit bye lightning f dogs

Dealing with Australian Super has been nothing short of a nightmare. Trying to make a simple change to my account, such as updating my name to my full legal name, has turned into an unnecessarily challenging process. I’ve had to go back and forth multiple times to provide a new statutory declaration, only for each one to be rejected for different reasons. After visiting the Justice of the Peace three separate times, they even accused me of altering the document.

What’s worse is the lack of proper support. When you call or chat with their representatives, they can’t provide clear advice or connect you to anyone who can make decisions. There’s no way to escalate your concerns to someone higher up, leaving you completely stuck. I lodged a formal complaint, only to be told it would take 45 days for a response, which is beyond unreasonable. Meanwhile, every time I upload a document, it takes them several days to reply, dragging the process out even further.

It’s been three weeks now, and I’m still waiting to get my details updated. If it’s this difficult to make a basic change, I can only imagine how hard it would be to get real help when it’s urgently needed. Based on my experience, and their consistently poor reviews and ratings, I strongly suggest staying away from Australian Super.

Should be NO stars but I don't get that choice. If you can avoid this useless mob then PLEASE do. Getting a human who speaks understandable English and who doesn't sound like they're being bombed by the Russians is unlikely. The BOTS just gibberjagger you around in circles so they're less than useless. You would be better off dealing with the Taliban. I worked for a company for 12 days then left. They put nearly $300 into Australian Super for me, who had it for 2 days. I jumped through many many hoops to draw it all out (I'm of age to do so). In those 2 days those mighty fine folks at ASS took over $100 in "admin fees". What a bloody rort. After reading the reviews on these mighty fine folks I'm not surprised that the Taliban have more supporters. Let's see how LITTLE of the original $300 hits my account when they finally get around to it. I'm disgusted.

This company totally fails in my view to address client complaints, even when I gave the support desk the specifics of where they are making calculation errors in estimated return values.
Was reported two weeks ago, apparently escalated to the IT department, but no contact yet.