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CareSuper
1.5 from 110 reviews · View Statistics

Reviews

  • Transparency
    1.5 (51)
  • Customer Service
    1.3 (58)
  • Rates and Fees
    1.7 (23)
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Still waiting - 15 days after receiving approval from ATO

published

Like everyone else, I have had a reduction in my pay this year due to COVID by 20% and have bills pilled up - I was trying not to take my super out but now it's the end of the year and I just am falling behind. ATO approval was 15 days ago - still no funds - and at least 5 days of stress. When you call them its the same answer, we are paying our members as a priority and it may take some time. SO FRUSTRATING - When I have some more energy I will be looking into a new fund.

Transparency
Customer Service
Rates and Fees
Incentivised ReviewNo
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1 comment
CareSuper
CareSuper Team ..CareSuper
Mick K.

Mick K.Greater Melbourne (Outer), VIC

Cancellation of Pension Fund

published
Transparency
Customer Service
Incentivised ReviewNo
1 comment
CareSuper
CareSuper Team ..CareSuper
Mick

MickGippsland, VIC

Sad outcome

published
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Incentivised ReviewNo
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Delayed payments of withdrawal

published

I have sent two withdrawal forms to Care Super, both received - one on 17th July 20202 and the other on 20th July 2020. My withdrawals are standard retirement withdrawals (not early release). So no funds received to date (7th August 2020). The issue with Care Super is there is no accountability for their delays in processing members withdrawal requests. I am told that withdrawals are "in process". The major problem is that they do not have online withdrawals like other Super funds e.g. Australian Super. So it seems that the logical thing to do is close the Care Super and transfer funds to a super fund which offers online withdrawals. This is what I will be doing.

Transparency
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Incentivised ReviewNo
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2 comments
CareSuper
CareSuper Team ..CareSuper
RC Thornleigh NSW
RC Thornleigh NSW
Sonja

SonjaPerth, WA

No Response and No Funds Received

published
Transparency
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Incentivised ReviewNo
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James

JamesSydney, NSW

Absolutely appalling service, 0 transparency, 0 honesty, 0 responsibility

published
Transparency
Customer Service
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Incentivised ReviewNo
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Rita

RitaSydney, NSW

Its not 5 days its now 16 days and still waiting for my super to be transferred!!!!

published

Received a text message from ATO saying my early release super has been approved. Its now the 19rh of July and still NOTHING!! Ive called several times and no one seems to care. Why call it CARE SUPER if your reps dont care? HURRY UP!!

Transparency
Customer Service
Insurance Options
Income Protection
Rates and Fees
Incentivised ReviewNo
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3 comments
CareSuper
CareSuper Team ..CareSuper
Rita
Rita

Still waiting for an update.

Rita
Rita
Lucas

LucasHunter Region, NSW

Customers come’s second

published

After the ATO approved my early release of super on the 3/7/20. I’m yet to receive the funds. After a few hiccups I thought this issue was rectified but it appears not to be. Poor communication and lack of urgency. After 12 years of membership, it’s time to look for a professional super fund who puts their customers first.

Transparency
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Rates and Fees
Incentivised ReviewNo
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2 comments
CareSuper
CareSuper Team ..CareSuper
Lucas
Lucas

I’ve email you and Im currently on hold to you guys now 3hrs on hold and have been transferred around ive also have not been contacted from your call back services this is a joke

Ashleigh

AshleighSouth East Queensland, QLD

  • 6 reviews
  • 1 like
  • Verified customer

Awfully slow, bad customer service, conflicting calls and emails, terrible!!!

published

Trying to get access to early release super. Trying to change my surname and was advised weeks ago I can do so by providing a photo of myself with my documentation as COVID. Have received multiple misleading calls and emails to conflict this and as such 3 weeks later and still no change of name or access to my super as approved by the ATO. Completely disappointed. They are now requesting that I need to go to get my documents certified as I am not in lockdown. Conflicting, liars, slow, rude! Do not recommend and I will be taking my money out ASAP and going to another Super. It's the principal of it all, I'd rather the pain to change super than ever deal with Care Super again.

Transparency
Customer Service
Insurance Options
Income Protection
Rates and Fees
Incentivised ReviewNo
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1 comment
CareSuper
CareSuper Team ..CareSuper
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Early release of super

published
Transparency
Customer Service
Rates and Fees
Incentivised ReviewNo
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1 comment
CareSuper
CareSuper Team ..CareSuper
Obbigttam

ObbigttamNorthern Region, NSW

  • 5 reviews
  • 2 likes

Lies, lies & more lies

published
Transparency
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4 comments
CareSuper
CareSuper Team ..CareSuper
Obbigttam
Obbigttam
Obbigttam
Obbigttam
Ashan K.

Ashan K.Sydney, NSW

Ashamed to support.

published
Incentivised ReviewNo
PHILIP R.

PHILIP R.Hunter Region, NSW

One star is not low enough for Care Super

published

Have tried 3 times now to get Care Super to respond to an email to make a simple change.
The last time I needed to do something similar I had to get the AFCA involved after at least 6 attempts to get them to understand what was required. when they do answer you never get anyone with knowledge of the super rules or an ability to do anything. They take it to a higher authority with the wrong information and the whole thing becomes a nightmare. They wear you down with their incompetence.

Transparency
Customer Service
Rates and Fees
Incentivised ReviewNo
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1 comment
CareSuper
CareSuper Team ..CareSuper

Early Release of Super

published

Caresuper are a disgrace. I suggest anyone that is having problems with them about the early release of ATO approved super report them to the AFCA & APRA. It is clear they are trying there very best to avoid making payments. Depsite trying for 5 days several weeks after the ATO approved it they still can't even give me a reason why it hasnt been paid.

Transparency
Customer Service
Insurance Options
Income Protection
Rates and Fees
Incentivised ReviewNo
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1 comment
CareSuper
CareSuper Team ..CareSuper

Early release of superannuation

published

I am trying to follow up with Caresuper in regard to my early release of superannuation. Since received a confirmation email from ATO at the end of April, I am still waiting for my super to go to my bank. Emails sent, phone calls made, unfortunately no result. It has been more than a month now, knowing it's a tough and difficult time for everyone, but too stressful on checking my account every day.

Incentivised ReviewNo
1 comment
CareSuper
CareSuper Team ..CareSuper
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Garry

GarryGreater Melbourne (Outer), VIC

Web Page & App Failures When Requesting Pension Payment; Inadequate I.T. Support.

published

One-off pension payment (draw down) requests submitted via both the CareSuper web page and mobile App fail to generate confirmation of the request; so no money! Their IT apparently won't look at it for days if not weeks. And they don't offer the service of over the phone payments.
I've been a member for decades; they used to be good; I can see now why their current approval rating is so low. I can understand why others might advise....Don't CareSuper!

Customer Service
Incentivised ReviewNo
1 comment
CareSuper
CareSuper Team ..CareSuper

Amateur web site cost me $10,000

published

CareSuper member website is misleading. When changes are made to investment choices, the previous choices remain on screen - no asterix or note saying "change pending". What could possibly go wrong?

Transparency
Incentivised ReviewNo
1 comment
CareSuper
CareSuper Team ..CareSuper
coop

coop

  • 2 reviews
  • 3 likes

I'm so worried, withdrawals take so long to be processed and there is no secure option to select. Why??

published
Incentivised ReviewNo
1 comment
CareSuper
CareSuper Team ..CareSuper
Determined2b

Determined2bHunter Region, NSW

  • 10 reviews
  • 7 likes
  • Verified customer

Lack of transparency, system support and service support for pension member

published
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Incentivised ReviewNo
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Person

PersonSydney Surrounds, NSW

  • 2 reviews
  • 3 likes

Cancelled insurance even though I asked to keep it

published
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1 comment
CareSuper
CareSuper Team ..CareSuper
Page 1 of 6

Questions & Answers

Jenny Kelly

Jenny Kellyasked

what is the email address for notice of intent to claim a deduction for personal super contributions please.

1 answer
CareSuper
CareSuper Team ..CareSuper

Hi Jenny, the best way to send us your 'Notice of intent to claim or vary a deduction for personal contributions form (NAT 71121)' is to log in to your MemberOnline account, and send us a message from the 'Contact us' page. You can attach a file securely to your message before you send it to us. If you're not registered for MemberOnline, let us know and we can set up your online access. You can also send us a message with an attachment from here: https://www.youraccountonline.com/form/aus/CARESUPER/public-contact-us.html

Let us know if you have any other questions, we're right here to help.

Thanks, CareSuper

Franmich

Franmichasked

I've been trying to log into the member access and it is down AGAIN!! When will this be fixed? Like last time took over a month..... Very frustrating to the point of looking else to place my retirement fund. Not happy!!

3 answers
Sarah B.
Sarah B.

Please do change your funds to an industry super fund instead if you don't want a huge headache. I've been ripped off with what they call "premium insurance". They do their best to hinder your access to your account so you are not aware of what they are charging. Very slow and unfriendly customer service.

CareSuper
CareSuper Team ..CareSuper

Hi Franmich, we're sorry to hear about the issues you experienced logging into MemberOnline. Have you been able to log in and access your details? Keep us posted - we'll sort this out for you and get you any details you need.
We recently experienced a temporary/unscheduled issue which affected a number of members for a short period of time. Our Digital Team has resolved this issue now and we believe everything is operating correctly.
Let us know if there's anything else we can help you out with.
Regards, CareSuper

CareSuper
CareSuper Team ..CareSuper

Hi Sarah, would you like one of our Insurance Specialists to give you a call to talk over your insurance queries? We can let you know more about recent changes to your insurance and help you understand if your level of cover is right for your needs.

If you have any questions, please let us know. We're happy to help.

Regards, CareSuper

Tau'alofa A.

Tau'alofa A.asked

I just received the following email from your organisation, I don't remember signing up with you as I am already and member that's requested a transfer of member.

Hi -

Welcome to CareSuper and congratulations on joining one of the best performing industry super funds in Australia.
We’ll share more information on your investment choices and other CareSuper features and benefits over the coming weeks. Meanwhile, let’s start making the most of your account.

2 answers
CareSuper
CareSuper Team ..CareSuper

Hi Tau'alofa, thanks for raising your feedback with us. We can help you look into this and let you know the next steps. If we receive a contribution from your employer, we're required to process it and open a new account for you.

We'll need to investigate this for you so we can work out what happened and help you out. Can you please email social@caresuper.com.au with your full name and date of birth so we can look up your account?

If you have any questions please let us know.

Regards, CareSuper

Ally
Ally

CareSuper is in total disarray and has been for most of this year. All I can suggest is look for an alternate fund which disappointingly, hubby & I are doing shortly. Just cannot believe how disgracefully handled the merger has been.

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