As of September 14th, 2020, First State Super rebranded to Aware Super. This rebrand also included the amalgamation of StatePlus.
Took 4 month to do what they are required by law to do in one week. No access to complaints, can't go past the so called supervisor, can't talk to administration and only threats to go to the ACCC and talk back radio gets them going.
Terrible service, disinterested staffs
I sent them a request to split my salary sacrifice with my wife in August. This was not done until October, I called and was told they received my request but has not processed it, they assured me this would be done immediately. And now in November it was still not done. I sent a complaint in their web site and never heard from them. I filled in a complaint form and sent to them and is still waiting for a response.
Disinterested staff. No attempt at etiquette. No attempt to resolve issues. Everything is an effort.
Cannot obtain paper copies of recent statements. Staff are always rude and wanting to pass the buck rather than resolve issues. Incompetent. Very unimpressive. Stay clear of this superannuation fund. There are always excuses for them not to respond to emails. Very few First State Superannuation seminars held in Victoria. They do not simply care.
I have just walked away from an appointment with a FSS "advisor",at penrith.
He had no interpersonal skills, spoke to me like I was wasting his time, and was belittling in his responses. No information was forthcoming unless I paid $2500, for a plan. I don't object to a fee for services, if I have an idea of what the plan/ options might encompass.
This information was not forthcoming.
Would you pay someone this money when you don't know what you will get for it?? He was brisk , rude and quite obnoxious, and I would never trust him to manage my life savings.
Hello, Hello Hello Hello ... Are you sure you are still there???
I have been attempting to cash in a very small amount of superannuation money earned when I returned back to work for a couple of years after retiring and cannot believe that has taken over two months and still counting. All communication attempts have been completely ignored. I did receive a call over a month ago stating that I hadn't completed the forms correctly (I actually had it turns out because I kept a copy) however I resent what they must have lost just to keep the ball rolling. From then on it seems that the staff have now disappeared...into a black hole with the forms... I have sent several emails ... silence. I tried the website ... silence. I tried signing into the online access, needed a password, requested the code ... silence. As mentioned my amount is small, but all dollars count and I am concerned that my meager amount will be even less due to the delay. Compared to the Super companies that my husband and I dealt with when cashing in after retirement I recommend all members out there with larger sums invested with State Super... get it out and find a more professional and efficient organization. Problem is, going by my experience, if you are in your mid thirty's and put in a transfer request today you might just get the monies by the time you retire... but then again there is no guarantee. Re the rating stars above... what a shame they don't go in to the minus. PS I'm a little concerned about providing my email... does this mean that I might end up waiting longer now that they can identify me.
New so called systems upgrade
The new upgrade has been a disaster. The unit prices as shown on 30 August 2016 are dated 18 August 2016, 12 DAYS OLD. For a new system, it is disgusting and totally unacceptable considering the volatility of financial markets. And they ask for patience and understanding due to the new system implementation. How much time are we supposed to be "understanding"? I have a feeling the systems upgrade was done by the same mob that recently stuffed the Australian census.
UPDATE 30 Aug 2016: I rang the help line today and after I was put on hold w...hilst the rep checked on the matter, I was emphatically told that the unit prices were up to date. When I stated that the unit prices were not updated and I told her I was on the web page that showed that the most current unit prices as 18 August, she stated that I was right and that she would "escalate" matter. Apparently it is OK to lie to customers as long as it gets rid of the inquiry.
Responsive and excellent
I have found FSS to be be very member focussed and cheaper than alternatives. Specific issues have included the new pension and contribution rules where they provided very useful advice. Ive found their new website and investment updates great
Nonsensical transfer rules
Tried to merge defined benefit fund with associated accumulation fund. Both funds have the same name, same TFN, same address, same DOB, in fact they send both statements in one envelope. Transfer was denied because the prove of identity document had a preceding preferred name, the rest of name is similar. Lost valuable time and money as was OS for lengthy holiday, transfer was timed to market condition. Cannot understand this pedantic and illogical non action. Can some body explain? Now considering rolling over to another fund given the mediocre performance over time.
Financial advice generic and useless
Information given for my financial needs was generic and useless. For more detailed advice I had to shell out $2,500. Why throw good money after bad? I think I will be setting up my own fund.
Financial Service not worth the fees or angst
When it came time to move on to a transition to retirement I had a wonderful young man help. He has since resigned unhappy with the companies policies. I have had little to no help from a person assigned to me that I cant understand. I tried to get someone else to help but was pushed back to this assigned person. I have only received promotional emails and when I should have been given advice I was missed at a loss of over $3000 dollars paid in tax that should not have happened. Incompetent I would say yes, inept service I would say yes, terrible Website support once again yes. If I could work out how much I would lose by leaving them I would but also not easy. Maybe I should have made this no star rating.
Total Permanent Disability
I would not rate them at all they are the worst fund, they will not pay me TPD I even took them to the SCt Tribunal and they couldn't do anything except to say it was a time frame. I even went to my local member but they couldn't care less. What a rip off these insurance companies make millions no wonder they just rip people off, be careful of this one they are good at it the actual underwriters for the first state super are TAl insurance be careful.
February 5th 2018 Update: First state super
I have read the last review in 2017 they stil...l have been pulling the chain and not much help to anyone in times of need or crisis when is someone going to look into this fund run from this fund they are crooks good luck if anyone gets there insurance still waiting
What the hell is going on here?
First my adviser quits. Actually, it tuns out he quit 6 months before they bothered to tell me. Then I get another adviser, and she quits. They spend millions of dollars changing the name and the website, which barely works any more. My friend's planner, a different person entirely, has quit as well, and she is distraught. She met with the state manager, who fumbled his way around on a computer, and she basically had to EXPLAIN TO HIM how to fix her tax!!!!! While sitting in there brand new furniture and expensive equipment wasting my mone...y! I just met with my new planner, and she has no idea what she is talking about, just tried to get me to put more money in with them so they could charge more in fees! Turns out she used to work for A BANK! Every time I ring up, I end up in some call centre somewhere, where the person has no idea what I am talking about. When I FINALLY spoke to the girl in the office she was extremely rude, and just tried to get me to sign something so they could take more fees out, despite not being able to help me when I ring. She told me I had paid up for three months, but when I checked my statement it turns out she was lying, the fees come up every month, not in advance!!! Then I find out has now been sold to another fund entirely. Good luck to the new owners, but my retirement is not a commodity to be bought and sold. I was a client here for years - the service in the last year has been absolutely disgusting - you should be ashamed of yourselves taking our money, wasting it on all, hiring staff who just try to sell to me. I can see why my planner has quit now, and luckily google is available!!! I referred friends and colleagues here, but I am so upset right now with what happened to my fund, I will be leaving and never looking back. I will be telling them to do the same
Made it almost impossible to retrieve my deceased mother's funds. Almost 8 months after her death they commanded we provide photo ID for her, which we did not have. Each time we satisfied their requirements they would come back with more. Genuine thieves. Disgusting and inconsiderate.
Removed performance graphs from website
They have a terrible new website and they have removed the unit price history performance graphs. These were very handy tools I frequently used to make decisions about which super mix to use. I've asked them twice why they are making it so difficult to access this basic info... no response. Now looking at other options.
Worst Super fund I have ever dealt with!
Maiden name on file, even with a certified copy of my drivers licence they won't talk to me.
What a rude incompetent bunch!
They don't deserve the 1 star I had to give them to complete this review.
Leave your money where it is
The policy of StatePlus can be summed up in 'Get their money then gouge them for fees.' The customer service and financial advice standards are appalling. StatePlus only act in their best interests, not clients. They are sneaky, deceptive and misleading. They lack honesty and integrity. If you want to turn your hard earned money into less money become one of their sucker clients. They love their fancy offices and million dollar views because they are paid for by you. They claim their fees are only up to 1.5 per cent, but do the numbers properly...and they are actually charging you 50 per cent, or more, of what your money earns. StatePlus is the next big financial scandal waiting to hit Australia. Not that they are worried as they will be long gone to the Bahamas with your money.
What a strange incompetent bunch!
I fill out all the paper work again and again. I get everything certified that they ask for and yet I still can't roll over all my money in to first super. Somehow everything gets lost and if it’s been four weeks they close the application and I’m back to square one. I shouldn’t be annoyed because I can just go on to the website and do it all online. Its only my hard earned that they are wasting. So now at work, I advise all other employee’s to steer clear of first super and if I see a first super poster at work I quickly take it down.
This company is out to take your money, all of it.
My wife had a part time job, the company opened a super fund for her. later we saw that first state was charging huge amounts in multiple insurance policy's that we never knew about, basically taking everything she earned every month, we tried to cancel the insurance but every paper we receive from them still had insurance fees on it plus admin fees, insurance admin fees, direct admin fees and exit fees when we finally got away from them.
The last statement we got had insurance fees equaling exactly the amount she had earned in that period and...
I am so frustrated with that fund as it is anything but professional. There is no response to several enquires I had in the past. The login also fails every time I try to logon. I just want to rollover into a different super fund and leave that constant hassle with first state super behind me.
This Company Should Be Investgated
I totally agree with the other bad reviews. It took me 6 months to the day to transfer my Super monies which was quite a substantial amount. My financial adviser sent all the appropriate information and after 14 phone calls and delay tactics I lost $3000. Never ever ever put your Super in this fund. It has been a very stressful 6 months. I will also continue to tell people of their incompetence.
THESE GUYS ARE A CRIMINAL ORGANISATION, THEY LIE, CHEAT AND DO WHATEVER THEY CAN TO EAT YOUR CASH
I started a process with these people in April 2014 and it is now May 2015 and still not complete. They first claimed they didn't receive paper work. When I gave them the registered post tracking number they stated oh yea we did get it but it's incomplete. I am the person that needs to continuously ask for updates etc....
In the end they lie and cheat to try to squeeze every single dollar from you.
My father lost over $40000 with the delays caused by these animals and my wife and I just under 10k.
If you want to throw your money in the toilet and be spat on in the process have your super or investment with these people.
Until the day I die I will tell people about this company who give not the slightest about you or your money!!!!!
Having retired and seeking assistance to transfer to an income stream has been the most exhausting experience with this fund, customer service is disinterested, further queries were met with ambivilance were am left with the feeling that no one cares or wants to help.
Started the process in November 2014 and still not resolved to my satisfaction. Unable to obtain elecronic access to information - IT problems, transparency problems
My summary is this fund is terrible
First State Super
Terrible experience with this fund.
First, I had two accounts inadvertently set up with this fund (same name, address, employer etc) and they charged me fees for both for two years before and refused to refund these once they consolidated the accounts
Second, when I tried to close any funds I had with them they continued them for approximately two months longer than necessary, again charging me fees for this.
I placed a formal complaint which was not responded to for two months and the response which basically said nothing can be done.
A good company
We've been with this company for many years and have found staff from the Ballina office to be courteous, efficient and on the front foot. We like those we have had contact with and live problem free now we're in retirement. We're not out to make big $$$'s we want just to be secure and comfortable in our autumn years. We feel secure with FSS.
Reliable, not 'in your face'.
The whole industry is a mystery
I couldn't begin to comment on how this super fund performs in comparison to others as I have not done the research myself and don't know enough about financial market matters.
What I can say though is that FSS has a very effective website that is user friendly, easy to understand and makes changing many aspects of my super account seemingly painfree. I have previously changed the way my existing super is invested as well as how future contributions are to be handled, within a matter of minutes.
Just recently I got off the phone with their me...
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