- Sign in
- Write a review
As of September 14th, 2020, First State Super rebranded to Aware Super. This rebrand also included the amalgamation of StatePlus.
Aware Super (page 4 of 8)
Received a letter saying my account had been CLOSED.
Letter received saying my account has been closed and they would like me back. I have not closed and had consolidated 2 other fund accounts with them at the beginning of the year.
I feel physically ill.
Stolen IP Fees of ~ $3,000, offered $300 in return....still waiting....
1 comment
Nona I go nowAU
- 10 reviews
- 12 likes
Become more complex to monitor
Been in Allocated Pension (Balanced) for many years, paying for financial advice that I didn't really need. Now moved to the Fixed Income Plan product which includes billable financial advice (ie: if no advice, no fee). Returns are lower than Australian Super (7% / 12%), but exposure to risk would be lower. Admin performance lets them down.
KellerSydney
- 2 reviews
- 9 likes
Non-disclosure.
Very disappointed with high fees and lousy returns. Much information in my view withheld particularly in relation to what was laid bare by Royal Commission.
Find out how Aware Super compares to other Public Sector Superannuation Funds
Know better, choose better.
PipCanberra Central 2601, ACT
- 9 reviews
- 6 likes
Not great
I was with this super fund for nearly 30 years and came out of it recently with less than impressive funds. I have since rolled the sum into another fund associated with a new job so hopefully things might build. You expect ups and downs with the markets etc but you rely on the fund manager (with experienced finance people) to make the appropriate investment choices and changes continuously over time for the strategy they have recommended for your age etc. One of the most frustrating and I think wrong actions is when superfunds automatically ta...
Read moreke out unwanted insurance premiums. I understand there are compulsory clauses and government legislation re insurance but it is when the information details are hidden in the plans or when starting a new job that you may have the option to opt out. It is often not clear and can be very confusing. And even though I was aware of these issues and looked out for them I still got caught out with all the superfunds I have been with taking out insurance i did not need or require. It then takes letters and phones calls to claim a refund. Opting in to non-compulsory insurance should be the default option, not expecting the client to opt out. First State have been helpful on various occasions when I needed assistance. The member account login service is also quite good.3 comments
Aware SuperAware Super
Good Morning Pip,
Thank you for taking the time to provide this feedback through Product Review.
It is wonderful to hear that you have had positive interactions with both our Service Center and Member Online Services. ...
Thank you Harmony for the informative reply and offer to discuss further. The facts and figures you provide are good, but I can only reiterate the outcomes were not great for me and the confusion of n...
Read moreot understanding earlier action when markets are questionable. Agree, there are terms and conditions re insurance and we all know the importance of reading the fine print, often amongst lengthy legal jargon, but that does not make it okay for the opt out rather than opt in option. Once again, thank you.Aware SuperAware Super
Good Afternoon Pip,
Thank you for your reply, I am glad the information I provided was of assistance to you. ...
Read more I am more than happy to call you and discuss your experience as a member with our fund further. If you would like me to call you, please private message me your best contact number and I can call you at a time convenient for you. Thanks, HarmonyLadyWestern Sydney
- 5 reviews
- 1 like
Superannuation is Confusing
As superannuation is confusing to even the most academic person, the laws do change every financial year. My experience with dealing with First State Super has been really efficient. I found the website and online account option really helpful and user friendly. Each superannuation company will vary from another though. It is worthwhile to take the time to research the site to find the answers you are looking for,
With telephone calls with First State, the staff have always been very kind and professional. And unlike others, they do ask...
Read more for feedback on the service provided, which was great. I do agree with some of the comments made here about problems with financial advisors, as it is really difficult to obtain helpful advice on each given situation. Though this may not necessarily reflect on First State Super or any other superannuation company directly. As many of the financial advisors are independent, and are only affiliated with a range of banking or superannuation companies. The Money Smart website is helpful to identify if a financial advisor is accredited, but to date, have not found a site that endorses any particular financial advisor. Superannuation is very complex and becomes personal to every person. Dealing with First State Super, in my own experience has been very helpful. Ultimately though, any financial decision that any one person faces, is their own responsibility. Not even Financial Advisors can be responsible if you make a right or wrong decision, as they all have disclaimers protecting them.1 comment
Aware SuperAware Super
Good Afternoon
Thank you for taking the time to post this review regarding your experience with our fund. We are so pleased to hear you have had positive customer experience's when calling our ser...
Meg
- 2 reviews
- 10 likes
Where are our ANNUAL statements from last financial year???
Still in my email inbox sits the email of 10 September 2018 stating that I should disregard all previous mentions of my 2017-18 annual statement and that it would be ready shortly. Nothing has happened. Every two weeks I ring the 1800 number to a call centre which seems to be fielding queries from all sorts of funds, each time to be told it will be ready shortly. Anyone joining this fund nowadays must be nuts!!! Warn your heirs and successors, fellow retirees. It was good as State Super Financial Services, seems shonkier by the week ever since as we are merged and acquired and are told the new logo/service/location/login/website are all "exciting".
RenPort Macquarie
Robbers and misery creaters
I deposited a rather large personal contribution after confirming with FSS that the amount will be allocated to the super account on a particular date. The amount did not arrive on the date they promised and that resulted in a loss of $2300 to us. FSS repeatedly refused to honour their promise that led us to deposit the money in the first place and told us to screw off. We told them we had 25 week old premature twins that need attention after having lost a child before that and no empathy at all. Clear cut intention of rip off and stealing. Fin...
Read moreally, when we went to SCT and threatened to go to Royal Commission, they offer to honour their promise. Took 200 hours of our time over 3 months, several sleepless nights, lots of grief and disruption of care to our premature twins before they budged and that too out of fear of Royal Commission. We resolved to check how else they have been ripping their members off and realised that that their service guarantee is to ensure super contributions are deposited into account within 3 business days. They have not been doing that for 6 years with all my employer contributions. When I raised that issue, the customer service promised to respond in a few days and it is over 3 months now and no response. Liars and thieves, worse than criminals. Zoo animals are better than them. You will probably see a better service in Timbuktu than FSS. I suspect what they have done to me is what they have done to many others resulting in members being disadvantaged millions. Would give them a negative hundred stars if possible. Shame I have to choose one star.1 comment
Aware SuperAware Super
Good Morning,
I am sorry to hear about your experience with us, this is not the level of service we aim to provide to our members. Can I please request you private message your membership details and...
Login problems
I have been with FSS for over 10 years and found them good, but loging into my account is impossible. When you log in on your site a message comes up saying Um.. This isn't super. Please help.
2 comments
Aware SuperAware Super
Good Afternoon,
Thank you for your review and being a loyal member of our fund.
I am sorry to hear that you are experiencing difficulty logging into your account online. ...
how do I private message?
- Verified customer
Worst customer service ever, its terrible and nasty real talk
If you like to waste your money and your time this is the answer ( First state super).I have been with them for 3 years now, horrible experience with their service team, sneaky and nasty and refused to pay my money back. Best thing they do is ignoring you enquiries and they are masters in deception. I will get heart attack soon because of them.
2 comments
Aware SuperAware Super
Hi Ahmad,
Thank you for posting your review. Our inbound team have advised that you've been in contact with them recently and they have assisted you further as best possible to resolve this matter. Y...
For 3 months All I get is promises but no actions
Find out how Aware Super compares to other Public Sector Superannuation Funds
Know better, choose better.
NoBook
- 2 reviews
- 2 likes
Same Experience - impossible to close account
I have exactly the same experience. FSS created a duplicate account in my married name when I got married. They did so without my consent and without any documentation. I have been unable to combine the accounts over 14 years while they have merrily charged me double fees. Every time I have tried there has been a problem. I am currently trying to do it again and transfer the balance elsewhere. They tell me they will not consider the refund of fees if I close the account. I have been trying to do so for over 1 month. Despite giving them m...
Read morey details and account numbers 3 times over, they have come back today saying say they can not find the accounts. One presumes they are willfully making it difficult for people to close accounts and transfer balances. The Regulator should do something about it. I also lodged a complaint with the FS Royal Commission, and would encourage other people to lodge formal complaints against this company. Truly dreadful Super.1 comment
Aware SuperAware Super
Good morning,
Thank you for posting to product review. We apologise that combining and closing your account with First State Super has not been a smooth process for you. This does not reflect our aim...
RobCanberra Central 2602, ACT
- 2 reviews
- 2 likes
Excellent Customer Service
Can't understand all the negative feedback around customer service. I have always found FSS representatives to be courteous and prompt. No complaints over the past 10 years what so ever.
1 comment
Aware SuperAware Super
Hi Rob,
Thank you for taking the time to post your review. We're so pleased to hear you have been happy with our customer service for the past 10 years. We strive to provide the best customer service...
Kie, Sydney
- 39 reviews
- 40 likes
No Customer Service, Deregistered my account and charging for services im not eligible for.
Ive had FSS for several decades as a legacy of what was forced on me for government work.
Since 2012 I have been in a horrible cycle of enquires attempts with a 2 week turn around to get a standard form letter automatically generated eMail back all of which list all these things available to me if I only ask, and ignoring that yes I have actually asked can you please answer. Lots and lots of long winded information, nothing informative!!!
This has ranged from trying to nominate beneficiaries that they reject. Ive also been trying to fin...
Read mored out exactly what the details of my death benefit policy is that I am paying for and why they are accepting premiums for something i'm apparently not entitled to as well as proof of my electing to take this this policy out. Ive asked very direct questions and a statement of account with all fees and policies and entitlements they bluntly refuse to provide. They have also deregistered my online account without any notification but now insist I print and handwrite a form to reinstate my own registered account I never deregistered. Pretty sure removing access to my own account is illegal and YES you read that correctly PRINT, HANDWRITE AND POST!!! - Hello FSS the year is 2018, 1990 wants its archaic manual processes back please. How does that work? I start an online account up by registering online they promptly cancel effectively locking me out of any information for my own fund but to start up the online account again I have to register on paper via snail mail??? Not to mention the ridiculous amount of manual forms I have filled out over the years only for these never ever to of been received or actioned. Perhaps FSS seem to miss the point that the fund is worthless if I don't have confidence I can even get any basic information let alone access the $ when that time comes. Missed the point FSS this is my money - not yours and your charging me onerous fees for a service you are simply not providing.2 comments
Aware SuperAware Super
Hi Kie,
Thank you for posting your review. We are sorry to hear that you have not had the most positive experience with First State Super. Everything you have outlined above we can assist with resolv...
Belinda im not sure why you are now only after my leaving a negative review after years and years of non response and inaction you are both private messaging me and commenting here instead. Yes every...
Read morething outlined above is something FSS should be able to assist me with and in fact are legally required to do so yet you have failed on numerous occasions over the course of several years. I no longer have the time resources to go around in these circles for no result. Please refer to my private message and eMail sent over the weekend for the final requirements to transfer and close my account.Marie HartSouth-Eastern Region, NSW
- 6 reviews
- 10 likes
- Verified customer
First state super have no customer service, they never answer emails in a timely fashion
Hi have a FSS fund due to working as a police officer, I have made a claim for TPD as per the insurance offered via FSS, I have been told even though they took money out of my fund for coverage, that TAL life claim I am not covered by them, and MetLife claim I am not covered by them, the two insurers involved with FSS. FSS claimed they were going to sort it out within 6-8 weeks or the matter goes to tribunal. It has been over three months, the case manager [name removed] doesn't respond to emails, and I haven't heard anything from FSS. So where...
Read more did my insurance money go, if these rip off companies claim I am not covered. I have a serious back injury and PTSD, so the delay is not due to medical evidence, they have enough according to FSS. Read the Canstar ratings of super funds prior to getting involved with this company, I would give them zero, but that option wasn't available.1 comment
Aware SuperAware Super
Hi Marie,
Thank you for taking the time to provide feedback through product review.
The experience you have outlined is certainly not the standard of service we aim to provide our members. ...
SSFS to Stateplus
I have ben drawing an allocated pension from SSFS/Stateplus since 2007. Since the change I find that the returns are poorer and the fees are fairly high. 1.4% on their balanced fund. Higher returns mask high fees and perhaps justify the fees if the higher returns can be maintained.
Looking at my situation I draw an allocated pension of about $1900/month and on my balance of about $440000 attract fees in the order $6000/ annum or $513/month. Therefore it is costing me $500/month to pay me $1900/month with my own money. Good value for money? I...
Read more think not. As I am drawing a part CSS pension I am effected by the Jan 2015 changes on how Super balances are treated for assessment to the aged pension. If you were receiving an allocated pension prior to the 1 Jan 2015 deadline your balance was grandfathered and the previous conditions prevailed for assessment regarding the aged pension. However if you wanted to change your Super fund and changed providers the post Jan 1 2015 regime would apply to your roll over balance regarding the calculation of the part aged pension This has the effect of trapping you in your fund otherwise you will be assessed under the new ruleswhich in my case meant losing most of the part aged pension. This of course is not the fault of Stateplus but I cannot remember my financial adviser warning me of the implications of these changes which should have been part of their duty to put the financial interests of the client first. Clearly this did not happen in this caseRockyGreater Melbourne (Metropolitan), VIC
- 3 reviews
- 2 likes
- Verified customer
Impossible to roll over out of First State Super, not accepting email and requesting post the docume
I had absolutely horrible and the same experience with other recent reviewers. I was trying to roll over my super fund out of First Super since 2 month ago, but still not able to do so due to my legal name is still not updated with First State Super yet.
At first, I was told to email all my scanned and certified ID + Request Form for name change which I did. But then that was it, no feedback or follow up, only auto response email saying they have received it.
Then, I called them to chase up the process. I was told all ID documents need to b...
1 comment
Aware SuperAware Super
Hi Rocky,
Thank you for taking the time to provide us with your feedback. We are sorry to hear that the process of rolling your funds out has not been a smooth experience for you and it certainly doe...
Find out how Aware Super compares to other Public Sector Superannuation Funds
Know better, choose better.
Che
- 3 reviews
- 2 likes
Lack of Customer Service Very frustrating company!
They had my other beneficiary name incorrectly spelt on my profile. When I inquired about it the lady whom I spoke with she insisted that's how i wrote it on my form. I told her I have checked that and that beneficiary is my daughter how in the world I will spell her name incorrectly because I named her. So she asked me to mail another form which i did immediately and mailed to them it has been 4 mos now since I mailed my form to them but they haven't updated it!!!! What a shame!!! its only a name change which can be done as easy as 123 but they are so incompetent about it so how we gonna trust them of our hard earned super if that single thing they cannot do it properly!
1 comment
Aware SuperAware Super
Good Afternoon,
Thank you for taking the time to provide feedback through product review.
The experience you have outlined is certainly not the standard of service we aim to provide our members. ...
Paul38Illawarra, NSW
- 8 reviews
- 29 likes
State Plus, a private fund
We were led to believe that this fund was an Industry Fund, which it is not. I have been on an allocated pension for almost 8 years and only recently found out that my free annual meetings were costing me in the vicinity off 5k a year on top of poor returns and high fees. The staff have always been very polite and appear to be helpful,that is until you decide to transfer your funds to a better performing fund. The final straw came when I received a letter in the mail advising me that almost 5k had been refunded to me as I didn't have my annual ...
Read moremeeting in 2015, it is now 2018. This is at a time when the Royal Commission into Banking is happening! State Plus have had notification of my instructions to transfer funds for 3 weeks despite the fact that legally they are required to transfer funds within 24-48 hours. I have been told on several occasions that everything is in order and the transfer will take place. Now there is a freeze on all processing. The sooner This is settled the better.1 comment
So, minus almost 40k ( sob!) for sneaky fees, we finally, after contacting the financial ombudsman, got the funds transferred and are already amazed that for absolutely nothing the new fund keeps us t...
Read morehoroughly posted. Fair dinkum, aside from the normal risks which go with being in the markets, if you don't start to examine the fine print, returns, fees and charges in your super scheme, you need your head read.- Verified customer
Transfer/roll over out of First State
Difficult to transfer funds out of first state super.
Been an ongoing issue for the last 6 months as there is always some glitch..
Has costed me so far around about $4000 from fees that first state is charging from still having an account with them.
Don't bother sending a response to this first state super offering to help.... This review is in response to your lack of assistance via the various phone and email correspondences ..
1 comment
Aware SuperAware Super
Good Morning,
Thank you for your feedback. I am sorry to hear that you are having difficulty transferring funds.
The experience you have described is not the level of service we intend to provide our members. ...
DHDCANBERRA
Back office fails
We have had a string of problems all related to the back office. Alas it seems that the Canberra Office has little connection with its customers. This is most recently highlighted by the move to the Nishi Building. Who in their right mind would move a business that is suposed to be focuessed around client needs to a location where the parking is limited? The web site suggests 1.3km from bus interchange. Have the forgotten the large number of retired clients? Time to move on.
TomBHawthorn East
- 2 reviews
- 1 like
Very difficult to leave
I am in the process of combining all of my super accounts into a single account. I have had 4 different super providers from different jobs over my working life. All of the other providers it was incredibly easy to transfer into my new account, no fees and done instantly.
First State charge $36 and also force you to provide 100 points of certified identification - Eg copy of passport etc signed by a JP.
I think its terrible service. I didn't need to provide this certified identification to open the account and they are also going to charge me to transfer my own money, despite all of the fees they have already taken. Other Super Annuation companies make it so easy to transfer, I feel like First State intentionally make it hard.
1 comment
Aware SuperAware Super
Good Afternoon TomB,
Thanks for taking the time to share your feedback. I’m sorry to hear you weren’t happy with your experience when trying to combine your super accounts. We strive to provide a h...
Read moreigh level of customer service at all times and are happy to help you with this matter.Questions & Answers
Feeasked
I have a conservative growth strategy. Why have I lost over $7,000 in 15 days from my super?
The stock market does not reflect these losses and things are improving after COVID, yet I am losing money by the thousands.
Why are your investment strategies so poor? Or please advise why ‘conservative growth’ fund members are losing so much money?
I do not wish to change this investment option as it is meant to be safest and low risk so why the poor performance?
Not at all happy!
1 answer
Aware SuperAware Super
Dear Fee,
Thank you for your question.
Fluctuating returns are a normal part of the investment cycle. We have an investments team who are actively managing the allocation of risk in the fund to manage market volatility. At Aware Super, we remain focused on the long-term performance of your portfolio. There are three main ways we manage exposure to markets over time. These are diversification, active asset allocation and managing foreign currency exposure.
You can read more about our approach to investments on our website here: www.aware.com.au/member/investments-and-performance/how-we-manage-your-investment/investment-approach
If you have any other questions or would like to discuss your investment option with us further, we would love to hear from you. Please call us on 1300 650 873 or send us an email to enquiries@aware.com.au
Kind regards,
Natascha
Ananth Nagesh.asked
How to get payment code?
1 answer
Aware SuperAware Super
Hi Ananth,
Thanks for your message.
If you require any information that relates to your Aware Super account, please feel free to contact our Service Centre on 1300 650 873 or email enquiries@aware.com.au for more assistance.
We're here to help.
Beau
Kate B.asked
What is the interest paid frequency - annually, monthly, quartetly?
1 answer
Your super account consists of a number of units that are invested as you choose. The value of the units will go up and down depending on the strategy you choose. Eg shares, property, cash. Interest is not paid like a bank account. The value of your units will change daily. :)
Details
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Aware SuperAware Super
Good Morning,
Read moren be closed. So that we can assist you further regarding your experience described, can you please private message your best contact phone number and time for us to contact you? Thanks, HarmonyThank you for taking the time to contact us through Product Review. When an account has a zero balance and contributions are not received for a significant length of time the account ca...