As of September 14th, 2020, First State Super rebranded to Aware Super. This rebrand also included the amalgamation of StatePlus.
Terrible forms and procedures
First time trying to understand this super fund after my super was rolled over to Aware Super given WA Super was merged with them. So far, just looking at their website, I am regretting why I did not change my super fund earlier. They need forms to be filled in for simple changes and sent to them by MAIL! Come on, we are not in the stone stage! Changes should be made possible online! I have just been with them for 3 months and I am already totally scared of staying with this super fund. Does not look reliable! Plus I had a basic insurance cover with my previous fund and on merging, Aware Super has put me on emergency/manual cover for high-risk jobs while I am an office-based staff!!!
Web site unreliable and login often unavailable.
Painfull process to merge Income streamimg account with regular account. You'd think I was taking THEIR money.
Consultants not helpful. Long wating time on the phone.
Currently looking to get out and join a fund that looks after its customers especially. Two stars is a regular score and Aware doesn't rate on any comparisons unless it is their own add.
Not a patch on FSS.
Not my Super - Review for death claim
Aware Super has recently taken over WA Super, and I can't believe the lack of communication and the 'hold ups' with our payout. There are unnecessary delays, with no clear reason provided. I was hung up on when they didn't like my questions. I will warn everyone I know away from this Super fund.
Only with Aware because of a merger with my old superfund. Stay away from Aware Super if i could give minus i would. it is a real mission to do a withdrawl and is a process and a half. I was also promised an email to arrive within 1 hr sill waiting a day after. My wife is with another super provider and her withdrawl was done online within 5 minutes everything identified online deposit to be made within 5 business days. Was advised by the lady that Aware will be on this new system in the next 18 months. These guys are stuck in the stone age!!!!
Like licking batteries
I have been in this fund for 13 years. I recently have been trying to roll over my balance into a self managed account. I have been delayed and ignored for about 6 weeks so far. Emails and phone calls not returned. In contrast, my wife went through this process with her fund and it was resolved almost immediately. Would recommend that anyone in Aware Super gets out ASAP. The only way I can explain their inefficient manner is that it is a delaying tactic.
Poor customer service .. can’t get my money
I submitted a form to withdraw some funds from my super account but the request was denied because I hadn’t used the form that has the new name on it despite the fact that the old and new forms are identical in terms of customer data that they collect. Rang the service desk and was told “someone” would ring me back and then was put on hold till I eventually hang up. Am looking at moving to a more customer focused fund.
misleading and unhelpful.
I opened an account with first state super and they sent me an email saying I have 14 days to cancel it if I change my mind. I changed my mind and I called them today: 25/08/2020 and told them I want to cancel the account. the lady put me through to someone else who knew nothing. I told her again I want to cancel the account and it is my right. she said she was going to send me a form via post and I said no, I want it via email and since I do not have a printer I want to be able to sign it digitally. she refused and I hanged up. they have rules and do not follow them. disgusting.
- Verified customer
Deceptive and Manipulation help them take your fees without the commensurate service and value.
I was with State Super Financial Services now StatePlus and soon to change the Aware Super since 2006. Have had a complaint against them for not disclosing an option to allow me to unbundle and reduce advisor fees which I did not value just mediated with the SCT. They argued that they disclosed the product on their website and met their obligations and because I did not complain the Advisor did not have to tell me that I could opt out of these expensive fees.
Each year they sent an invite to attend a review meeting and explain that it is at no...cost. However, in 2018 after the Royal Commission, they returned $4,000 because I did not have a meeting. Therefore they deceptively kept me believing that the advice was free and part of a bundled product but actually it cost me each time approx $4,000. They never once disclosed that the option to not have advice would save me. It was in the company's interest to keep me in the dark and not explain what options I had because they wanted me to continue believing the product was bundled and therefore advice included. This was wrong and totally unreasonable and I will continue to pursue s return of fees plus loss is investment income.
Run from State Plus
I am a licensed financial adviser who has a client we cannot move from this fund (Flexible Income Plan) due to adverse Centrelink implications or we would leave tomorrow. Over the past 15 years of dealing with them on behalf of several clients, the service has gone from bad to worse, not to mention the fund performance. We requested removal from the account of State Plus advisers back in 2015 due to fees for no service and requested but did not receive, a refund. Only after the Royal Commission was an amount recently paid. We have had to put up with very poor service and deliberate blocking whenever we ask for information on valid authorities. It is a conflicted fund providing conflicted advice and you can do much better elsewhere.
Such poor customer service
My husband is recently self employed & phoned First state super to clarify how much he could put in before the end of the financial year to achieve the 25.000 cap.Even with 2 phone calls , customer service was very poor . They could not give simple information but kept insisting that we should check our balance on the online service. Will definitely be moving our super to a company who employ well trained staff who are more helpful.
Do not Trust this Super Fund
I am a member of this super fund for a while now as on the time I join there was no choice? One time around $15000 went out of my account in a jiffy and upon contacted them, they simply said "oh market is very volatile" Now recently again I lost $7000 but did not bother to call them as I already know their answer. Anyway this is not the reason for the review. The actual reason for this review is to WARN people who are with this fund and unfortunately they have TPD or Income Protection insurance.
I lodge a TPD claim in July 2019, was told it wi...
Don't Do It!
I have been with FSS for over 5 years. In that time I became a single mother and my income dropped to nothing, my account becoming inactive meant that the ATO claimed the funds eventually closing the account.
I recently applied for the early release of my super due to the covid 19 situation and the financial hardship that followed. Because I'd been with the fund for so long I reopened a new account with them to process my claim for early super release. I instructed the ATO to send the funds to my new account number and applied for the super ...release with the same details. FSS closed my new account before the super reached it and I opened another one as soon as I noticed. Finally the funds arrived in my account so I waited for my early release to come through eventually emailing them only to be told they rejected the ATO's decision because the account had been closed. They advised me to reapply for the release with the new details through the ATO which I'm not permitted to do as I can't apply more than once in 12 months. FSS have made this a lengthy and inconvenient process for a struggling single parent with no compassion or admittance of fault by them. They are prepared to bend the rules to accept my money from the ATO but not bend that same rule to release the money to me. I will never deal with them again.
I called circa 21 April to discuss my options on a super matter.
I was booked with one advisor named [name removed] from Gymea office for 5 May with email confirming the same.
Two days later I received an email changing the appt to 28 April with [name removed] from the Wollongong office. No call if I preferred that.
A day later I received a call asking if I wanted an appointment have an advisor that day from the Chatswood. Hell I hadn't even completed the financial report. I explained the 3 different appointments and told them to stop changin...
I'm outa here ASAP
Long story short. I contacted State Plus to ask what I thought was a simple question, seven business days later I received a reply that my 10 year old granddaughter could have penned and SPELT better. The reply did not address my question fully, I then contacted the call centre staff and that's when the problems really started. I then asked to speak to the Practice Manager who did call me. She was very polite etc ,unlike the other staff member. She listened to my problem and then rang back to inform me that yes ,they could get around the issue...after her consulting the Compliance Section. I then received in the mail documents for my wife to sign with the original caveats, which was exactly what the manager informed me was not going to happen. I again rang the call centre staff and another office staff member who informed me that what her manager told me I could do was not correct. I then asked to speak to my planner ( not for financial advice ) but maybe he could help. I was told because I have opted out of advice ,he was not obliged to take my call. Here we have managers advising customers what can be done only for office staff to be advise that the manager is wrong. I'm not complaining about the funds performance. Rude , arrogant staff, maybe they came from First State Super who also get a great score of 1.5 out of 5. I'm outa here ASAP. Also they charged me for advice that my wife and I did not receive, we did get a refund ,only after I complained. I would not advise anyone to join State Plus.
If you want to make a complaint you can’t make it as part of the call you have made for service support or assistance. A separate email needs to be sent. First state super then respond I cryptic emails that don’t help or address you’re circumstances. When you call to seek further advice staff refer you back to the email that is not clear. If I was to make an educated this happens because staff do not understand what has been sent out themselves. I would not recommend this super fund to any one based off service.
- Verified customer
Fee for no service scandal
This is a company that has compensated its clients to the tune of close to $100 million for charging clients an ongoing advice fee of 0.75% that many clients are not even aware that they are paying a fee for.
Advisors are also remunerated based on how much money they bring in to the firm by way of recommending contributions to a StatePlus super fund.
Bunch of thieves. Stay away.
TPD and Customer service
I've been with them for 16 years. I see they have no problem deducting their fees, but submit a TPD claim and try following up. Good luck!! I've been nothing but nice and screwed around from the start. They never answer the phone or reply to email. Promise to update and never call back. Not once.
I was going to say that maybe you have to actually die for something to happen, but i read a previous review and even that seems unlikely.
On a positive note, they are polite but it's at the stage where being nice is pointless.
I'm just going to ring them 10 times a day until they are as annoyed as me.
I hope they don't expect my business following this matter. FSS are no better than their bottom dwelling insurer.
Questions & Answers
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!
Aware SuperAware Super
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 email@example.com
How to get payment code?
Aware SuperAware Super
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 firstname.lastname@example.org for more assistance.
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What is the interest paid frequency - annually, monthly, quartetly?
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