Poor website service, poor customer service, needs entire overhaul.
Got employer number & no temporary password. No reset password because verification emails never arrive. Received letter with employer number, still no password. Letter contained address for employers login...... webpage down.
Poor customer culture
Recently I applied to withdraw about 5% of my super from Australian Super.I'm over 65 so thought there would be no problem.I submitted the appropriate form more than two weeks ago with the website promising a response in 5 working days.I got no response.After two weeks and several frustrating phone calls " we can't tell you when you'll receive the money,you'll just have to wait,no I can't put you through to a supervisor" .I have no idea when my funds will be released and no one will tell me.
Australian Super produces good returns but their customer culture is full of the endemic cultural arrogance commonly found in large financial institutions.
Proceed with care.
Banging my head against a brick wall with this lot-No stars
Changed my membership number without informing the customer,sent my personal details to the wrong address!I am receiving the run around with this lot! If I have to clarify my details again with another long winded phone call ,I am going to SCREAM...How did they get it so wrong!
Cannot trust call centre information
After receiving the confusing notification about the new choice income limits due to COVID-19 I decided I should call Australian Super for clarification. I did not want my income to drop by half to the new minimum of 2%. I needed it to stay at 4% to cover my cost of living. I called them in late April. They advised me I did not need to do anything till July 2020. On July 1 I called Australian Super again. I was assured that my payments would remain at 4% but go up to 5% when I turned 65 later this year. Tonight I thought I should check my onlin...e account. After logging in I discovered my next payment was going to be at the 2% minimum and half of what I need for fortnightly living expenses. Sadly the staff at the information centre are totally lacking in knowledge. I will now have to call a 3rd time to get this corrected. This time I will ask to speak to a manager. I never requested my income to be reduced automatically. It should only be changed following an instruction from me.
I transferred my super to these novices just before Christmas. Honestly compared to my previous super group Aus Super has dropped by an extra 15 percent during the pandemic ,and I curse the so called friend who recommended them .
They claim to be biggest.
BIGGEST LOSERS !
Stay Away from this Fund
I have tried for a month to transfer my money to another fund which doesn't have huge account fees. I have just spent 54 minutes on the phone saying the same thing that I have said in my past 4 phone calls. They are difficult and obstructive when you are attempting to obtain information regarding transfer.
Wish I could give no stars
Their behaviour is borderline criminal. 6 months trying to get my name changed on my account so I can roll over the funds. Despite giving them everything they've asked for, they still haven't done that & continue to stonewall me. Don't give them your money, you'll never get it back!!!
Terrible service, have been trying to make a voluntary contribution as an employer for months now. Everytime I call or use the online chat system, I get given different, contradicting information. One week I am an authorised contact, the next week no one can speak with me because I am not. No one seems to know what is going on or is willing to help. Worst experience!
Disappointing stance on climate
Very disappointed to see that in 2019 Australia's biggest superannuation fund reduced its support for climate-related proposals compared to previous years ('Two Steps Forward, One Step Back', ACCR). A secure retirement is as much about a safe and secure place to live as it is about money. "At BHP's annual meeting last year, AustralianSuper, Unisuper and Mercer were the only three funds to vote against a resolution that asked the mining giant to exit memberships of lobby groups considered to undermine the Paris Agreement goals, according to the report." (The Sydney Morning Herald, 8 June 2020). Disgraceful.
Found them great
I’ve been with Aus m Super for about 10 years now and found them one of the best.
Most others I have been forced to sign with an employer, and they ware poor, but Aus Super has been great.
They’ve been very responsive and it was easy to consolidate all my supers through them.
- Verified customer
Don't even consider them!!!!
I went to them and they hit me with ridiculous amounts of fees as soon as money went into their account. I was hit with 9 different fees for one single month!!!! I asked why they took so much for fees and they didn't have much to say. I have been in minus ever since. If you want to see your money disappear, then go to Australian Super! That should be their commercial. I am now transferring my super to a more trusted super fund.
Deeply Concerning Performance
Australia’s biggest superannuation company and 16th in performance during the pandemic? I am disappointed and stunned to see the truly awful results by Australiansuper during the pandemic and subsequent share market crash.
I believe their performance was ranked 16th during this time with many other smaller funds outperforming them.
I have the balanced fund and was deeply concerned with the performance in relation to its correlation with the stock market. I believed balanced was just that, but on doing some research their exposure to the vola...
- Verified customer
Applied for early release of superannuation 2 months ago, still waiting
Applied for early release of superannuation 2months ago, rectified my bank details ova 2-3 weeks ago, even though I also done this upon submitting application and still nothing, been with the fund for quite sometime
Performance charts ie. High Growth, Balanced etc are cleverly concocted but do not give any information on how these figures are achieved or applied.
Currently the Corona virus situation has caused a lowering of share prices, loss of super income for most etc however anyone investing in the only positive return shown on the charts shown by Australian Super, ie. cash (1%) or International shares (8.36% @22/5/2020), will be surprised to know this means nothing in terms of a positive return on your entire portfolio if invested for example in inter...
I wanted to move my super into their Choice Income account. Website just kept crash half way through. Was like this for a week so phoned them. So many times my call is cut off. Finally I get through and am told to email an paper application. So I do this and service is not too bad and the account is opened. Now I want to set up online access. Once again the website crashes at the end. So once again the drama of trying to call them with long waits and calls cut off. Im told "oh yes I think there is a problem with the website try again tomorrow"....One week later the website is still not working. Whats the point trying to call again nobody can help? Oh and don't even think about sending an email enquiry. They say 5 working days but it will be 10 and the answer will be a cut and paste not answering your question.
- Verified customer
Update, original review left for others to see.
I have finally received the money, it took quite a while but it all worked out in the end. It was a case of my claim being sent to the fraud department. I would say that the lack of communication in regards to my claim being held pending investigation leaves a lot to be desired, however after contacting them and demanding an answer they were very helpful. It is unfortunate that it has to be done, but for the people that haven't gotten a response yet you need to DEMAND an answer. That was the only way i got my claim looked at. I added 1 star to ...my original review because they were very helpful and apologetic in the end. Old review----I have been with them for about 10 years. Like many other people i put in a claim when the applications opened. I had another super account with CommBank with about $1000 in it. The plan was to clear that and the rest from Aus Super. The CommBank money came about 5 days after application approval. I tried to check my Aus Super account online and there was a server error and has been that way for about 2 weeks. I currently live overseas and its hard to call sometimes, after weeks of waking up early and trying to ring and everytime being on hold for 45 minutes it hung up on their end. I finally spoke to someone today who told me they had no record of my application. He said that maybe the details they had are different to the ATO details. I asked him why CommBank was able to pay me with personal details that are at least 10 years old. He had no idea. I rang the ATO, and this is important, Told them everything. They said they had gotten many complaints about Aus Super and sent through an escalation. I suggest anyone with problems call ATO and talk to them. They said it would still take a bit, all my details are up to date, so now they have no excuses left. Will update my progress.
Don't touch them. They deserve no stars.
I have been with Aust Super for 20+ years. I am over 63 years of age.
I have been affected by Covid-19. So I lodge a claim to take some of my unpreserved amount when I became unemployed in February. It was rejected by Aust Super because I had not been on Jobseeker for 26 weeks.
So I waited until April 20 to lodge a claim under Covid-19 Stimulus package. The ATO approved on 23/04. I checked with Aust Super and they said 5-7 working days.
Two weeks later, on May 4th, I phoned them. 45 minutes later I was told it was being processed manually...
Waiting two times longer than was told for my money
They said I would have my money within 5 days it's been weeks and I still haven't gotten it.
I called them and they said "It's being double checked for safety cautions you wouldn't want your money going to the wrong place would you? This makes no sense.
Questions & Answers
Has anyone received there money yet? Surely it will all come it at once for all of us?
Eventually yes. Shortly after posting here i contacted them again and demanded to talk to someone higher up. They basically said that my claim was flagged like several others. In my review I said they had no record of my claim, I then found out that was a lie. I confirmed all my details and about 5 days later I recieved the money. To be honest I am now happy the way they handled my situation, of course the beginning was a nightmare, but I do have a bit of sympathy. I suggest ringing, demanding to talk to someone else, or make a formal complaint.
I lodged a complaint with AFCA it was resolved in 36 hours, 12 hours after I signed with another super fund.
Did anyone get paid out there super yet? I’ve been waiting since the 22nd of April without any proper answers
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