Possibly the worst customer service I've come across and thats saying something!
- Send them an email you don't get a acknowledgement of receipt.
- Follow ups don't get actioned for weeks, if at all.
- Finally follow up is weeks.
- When it gets to hard, they log a complaint which puts another clock on response. Nice trick!
- Don't have service response times, so who know when your request re-aapears from the black hole!
Best way to get good customer service is don't go near them!
Incompetent people can't read or write
I had an employee appointed to assess a claim on behalf of AFCA. he sent an email and he listed his email address in his letter incorrectly. I tried to use that and I failed. When he finished his work and I complained that I was unable to contact him all that time I was told that you should have just replied to his email rather than clicking on his mistaken address. They are shameless and will never accept liability unless they are seated in a court which I am waiting to take them there. They must not be trusted at any level. The worst of their kind.
Worse experience ever!!!
Ok where do I begin! I've been with BT for 10 years, not because I was happy with them but because I was lazy to move to another super . I always try to avoid paper works as much as possible! Even when stock market had great days, they managed to get me lowest return possible which is fine, it only shows how bad they are at investing and know nothing about it but my main issue with them started when I decided to roll over my balance to self managed fund. it took them 35 days! after 18 days they realised my application had a missing document, th...ey made me go to westpac branch and get them to email the doc to them because they only accept docs emailed to them from westpac!!! I did that and then after 25 days they sent an email and advised my application finalised and fund transferred. I checked my self managed account and there was no money there but waited couple of days thought it might be on its way but nothing happened , i gave them a call and customer service told me my application isn't finalised and they didn't know why I got the email! how cool is that! and they promised me to escalate it. a day later I got another message telling me they need another doc if I want to get the fund transferred electronically otherwise it will be a cheque, I sent the doc but they told me the doc wasn't certified therefor they wont accept it. i just had enough and asked for cheque! it is on its way ... BT, well done, you have terrible customer service, and worst investors.
If I could rate a 0 I would - Run - Run Now!
I've been with this super fund for many many years and finally made the decision to go elsewhere after extensive overcharging of fees over the years and finally having the time to research into other super funds. BT has never made a decent increase in funds and they make it near impossible to leave and transfer your super accounts to your new provider. They avoid all corospondance and questions and returning an email takes forever each time. I have been trying to transfer my super account the last month and each time I put my request in writing they return an email not answering any of my requests and it's yet again a different person not acknowledging or looking into my account.
Cant keep track of customer requests and cost me money!!!
I tried to consolodate my super with bt super, they claimed they had no record of it, from the manager himself! He told me to cobtact my other super funds because it might be that they hadn't released the money yet. My other super funds had not received a request from them in over a week. I requested it be stopped then and eas told by bt they couldn't find any request to be able to stop it. I consolidated with another super fund no issues.......then bt requested the money and consolidated into bt!!! Costing me more money when it effectively shut my choosen active super account.
BT Fail to respond to email request and online submissions - forget this company!
Been with BT for over 20 years, they stufffed up a large super contribution and when I sent emails they reply once from their Adelaide service centre and then fail to even respond to further emails and correspondence, simply ignoring their customer. This company is beyond arrogant, they are exhibiting unethical and probably illegal behaviour. It doesn't matter how long you've been with them or how much money you have "tied up" with them (and I literally mean tied-up, as it's impossible to get out), they treat you the same way. Forget about customer loyalty, go elsewhere. Where are the regulators in all this, they should be all over BT by now.
- Verified customer
BT Insurance? Think again!
I have been holding an income protection with BT Finance. I have been getting ripped off every month and I have never claimed anything. The latest premium increase was almost 22%. When I asked them for an explanation, the consultant told me that they have had a payout to another customer, and that is the reason I have to pay extra. Look at the star rating on this website. Outrages.
Worst super investment, my super was down by$7k in one year
My super was down $7k in one year, terrible super investment. Their service is terrible, I was waiting for 1 hour on the phone only to be transferred to another department - another 40 minutes wait. Finally I give up the call and move to another super company.
BT is a joke
Something is seriously wrong with the children running the show at BT.
Here's the list of gripes:
- BT decides to move everyone's super from one legal entity and platform to another. New logins and passwords would be "in the mail". When did this occur? No, not January when everything everything is quiet. It occurred on 5th March 2020. Right before the COVID crash, leaving members without the ability to login, check balances or switch strategies.
- BT's SMSF Panorama platform, which had basic buy & sell functionality, was "upgraded". I...t was one of those upgrades, where you loose basic critical functionality like the ability to amend orders, the ability to cancel orders, to quickly place multiple orders or where adjustments to limit price adjust the lot size rather than the $value. This is all basic stuff and it was all removed on March 15 2020! Yep as the market is in oscillating wildly and a week out from the biggest fall the market has seen. When do are they going to fix things and reintroduce some of these features... August. These design decisions and the lack of understanding about people's needs and market dynamics shows that these guys have no idea what they are doing.
Super release COVID
Absolutely POOR service. I had requested for my account to be transferred to combine with Sun super, I had called mid April to have this sorted. They said it was being done. END OF APRIL I call up for a follow up and they said the account is on hold and will take 2 weeks or longer. I then said cancel the transfer and just release my super instead. They then said SURE - and it was NOW requested to he processed. I follow up again. First week of the May. I speak to someone who said that the account was on hold still because of a transfer request??...? I had ALREADY requested for the funds to be released! Zzz they then said “sure sorry we will send that to our team now”. It’s now 15th of May. And still. NOTHING ! I call up and guess what. Someone had said AGAIN .. “your account is still on hold. We’re sending that to be processed to be in your account early next week” . I’ve lost count now on how many people have said the same Over and over ! Dont join BT SUPER!!!!!
good company gone bad after westpac acquired them
I have been a member of BT Super for over 20 years. They were a good company up until Westpac became involved and acquired BT. Now they are a nightmare to deal with. Making a withdrawal has become a drawn out and difficult process. They try push Westpac credit cards saying it is easier and much quicker to get my money when I want it. When I tell them I do not want a Westpac card they say I have to fill out more forms and give them my account and banking details; details they already have. They keep promising but are nearly always lying. Recent...ly they locked my account for nearly a month while they carried out an IT update; no notice despite them claiming they sent me an email. My advice to people looking to put their money somewhere is to stay away from this mob. Next stop for me is the Financial Services Ombudsman.
Bt insurance assessor broke into our home when nobody was home to organize to reject our claim..
Bt insurance assessor broke into our home when nobody was home to organize to reject a claim.i heard they do anything to reject claims but this is illegal and disgusting..i feel raped.i feel sick.they casually told us in a call I recorded that the assessor went into our home but nobody was home..some one is usually home so they must of watched or did electronic surveillance till we left the house..no wonder so many people are suing them..look up the news on bt law suits..please to keep your sanity stay away from this disgusting corrupt scam artist company please
Poor results, poor customer service
Been with BT for 10 years, these guys are meant to protect your super, not destroy it.
Lost 18% - you pay them a fee to *manage* your super.
Going through the complaint process now, have not had good results.
Would not recommend them, even to an enemy.
Considering starting a class action, lots of people seem to be in the same boat.
Fail to respond to written instructions - send silly forms, locked out of my account, thiefs
BT super has become the worst financial institution I have ever had to deal with. I've been with them over 20 years and had no reason to interact with them during that time. However last year they migrated to a new online system, forcing customers to go through hoops to get back online.
After getting online again I noticed I couldn't do much, their system had a technical error for over 6 months. I enquired, they said your account is locked because we don't have enough information, without telling me they did so.
Now recently, I can't even log...in anymore, another technical error. They also misplaced $10k of my super into the wrong category, but they require me to complete dozens of forms and stat decs to request it be fixed. The problem was theirs but they refuse to investigate to fix it. Not isolated incident, many people have the same problems with BT. They really have become a second grade super fund, they cheat and cause pain to their customers, they have no empathy. Your super is important, BT see it as a way to siphon off huge fees. Stay far away from BT Super, they have gone downhill. Where is the royal enquiry into super funds?
I've never had any worse experience in terms dealing with customer service - 3 different operators advised 3 totally different things. Admin charge is ridiculous while performance being very average.
The only thing I'd say is to stay away from them
Lost over $30000 in 3 months
I am with BT for 19 years and decide to move on. By a sudden this year, BT closed down cononial first state strategy and switch my super to BT own option. I would reject if I am aware. How can BT switch your stategy to its own similar option? It is incredible and I lost over $30000 in 3 months.
I am leaving... Disappointing!
Worst customer service ever
I have had multiple superannuation companies over my working life - none perfect - but none come near to BT in terms of treating me as a customer/investor with such a level of disdain
1. Dodgy insurance salesperson when rolling over from another fund- initial premium was almost more than my contributions
2. Effectively locked out of my online account since late last year while they "update" their system - with absolutely no communication at all
If you have an opportunity to use another superannuation company...
Questions & Answers
Hello my name is Kenneth R Smith and I recently opened a superannuation fund with your firm so I could roll in my ATO LOST SUPER into your firm for quick and prompt release. I opened the account a month ago . The ATO appropriated the funds to your firm on May 21 . I was expecting payment 5 business days from then as I had many emails and letters saying that BT now have my funds and have been approved for release. Please explain why this process is taking so long . I'm about to be evicted from my dwelling I have financial obligations to meet and I'm on the verge of serious mental health issues due to the stress of being told so many different stories when it should of been 5 days . I'm now looking to a legal representative to possibly tell me what my options are . Fortunately I have the privelidge of having a very renowned QC who will endeavour to enquire about my situation. I'm sorry but when people are thinking about suicide due to financial hardship it becomes a very serious issue . Could you please assist me and contact me at your earliest convenience as I'm at breaking point and my family is suffering.
Please reply asap. I appreciate your time and help in regards to this matter.
I have a BT SUPER account and my mobile number is 0424 081847.
My email is ....firstname.lastname@example.org.
Could you please endeavour to help me with my situation please .
Hi, am puting in a claim for SCI, on going through the claim forms have found them to be very excessive for a claim. My treating doctor and surgeons reports should all that should be required for claim, I am a contractor and they require claim forms from my employer?. They want me to fill out my own accessment forms?????. I am a contractor I am the boss. BT super are quick to take my money for said SCI insurance. I am covered for $5240.00 per month as stated on policy but not the case, they want 3 years of tax accessments? WHY. They only pay 75% of income not the $5240.00 I have been paying premiums for. I think my best plan is to give to my law firm and the government authorities to investigate as I find it just seems a way of not to honour my claim.
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