Still waiting - 15 days after receiving approval from ATO
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.
Cancellation of Pension Fund
Completed the form to cancel Pension Fund (cannot do online which is ridiculous) on 9/11/20 and sent by mail. Received a telephone response 2 weeks later that the full 6% pension has to be paid out for rest of financial year. Said this is incorrect according to legislation. The customer service lady (sounded like she was based overseas) said she will refer back to the pension experts and get back to me. On Friday 27/11/20 found pension fund closed and consolidated with existing super (accumulated). From early November to now, there was no calcu...lation of investment returns added to the Balance, and the customer service lady has not contacted me as promised. Very disappointing and it seems there is not much point staying with a Super Fund that seemingly outsources customer service and then provides virtually no service! 5/1/21 - The promised investigation by Care Super never occurred, despite promises. So I have left and gone to a customer focused Industry Fund. Do not go with Care Super, as the massive advertising its spends shows it has lost customers and the returns are not what is advertised.
When I first opened a super account with CareSuper back in the late eighties I quickly found a company that was focused on customer service. An investment advisor happily came out to my home in Nyora a distance of some 100 k's from Melbourne and his advice was excellent and in my interests. It was advice that was sound, was timely and at no cost.
CareSuper has changed. Its returns are still good but it has changed its focus.
Now my wife and I are in our sixties and we are at a loss in many ways both financially and to understand why CareSupe...r are so hard to deal with. Their website is confusing and its implementation process was appalling. It is difficult to get through to their customer service team. You have to book an investment advisor days ahead and when they ring if you don't manage to answer the phone on time you have to start all over again. Like many others we have found it extraordinarily hard to deal with their website and as a result we have lost many thousands of dollars, CareSuper's response was that we should have sought financial advice. That we picked the wrong option on their website. "Our mistake" was that we thought that fixed interest was actually fixed interest. We thought that Cash meant cash. Our second mistake was that we thought CareSuper cared. We are now in despair. I am now looking for a job. We may have to sell our home. To find something even smaller.
Delayed payments of withdrawal
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.
No Response and No Funds Received
I have put forward a request through ATO for early super release, which was approved. After another fund contacted me regarding my account details being incomplete I have been trying to get hold on Care Super on the phone and via email (twice, once 14 days ago and again 5 days ago) to rectify the issue. There is absolutely no response and I have been on hold now for an hour with '1 call ahead'. I need to get this sorted but there is literally no way to speak to anyone! It is incredibly frustrating in what is already a stressful time. There was...not even any contact to let me know the details provided were incomplete - thankfully the other super fund was on the ball otherwise I would have no idea. I have already sent in my email the correct details, which was sufficient info for the other super fund. Please can you contact me Care Super!
Absolutely appalling service, 0 transparency, 0 honesty, 0 responsibility
Been a member for 4.5 years, been given the absolute runaround attempting to withdraw my super.
Same story as all of the other 1* reviews. I got the text from ATO saying my payment has been approved and would be five days, and there is no need to contact the ATO or my fund.
After waiting 14 days I decide to call on Tues 21st July and am informed they have been waiting for me to provide them additional ID, even though I have an existing email conversation with them where I provided my bank statement and a picture of me holding my drivers licen...se. I tell them this over the phone and am assured that I can ignore the request to send additional ID, and that he would send it to their "payments team" in order for it to be sent to my account. The next day (wed 22nd) I receive no email regarding the processing of any payments, so I call again after my shift, wait on hold 2 hours, get through to someone who essentially told me they "think" my payment is coming, but they aren't sure because they can't read the notes on the account. They tell me their colleague will call me the next day between 1000-1030.
Its not 5 days its now 16 days and still waiting for my super to be transferred!!!!
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!!
Customers come’s second
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.
- Verified customer
Awfully slow, bad customer service, conflicting calls and emails, terrible!!!
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.
Early release of super
These guys are absolute cowboys. I don’t know how after the royal commission in the banking and financial planning sector have these guys not been shut down.
I have been approved for my early release of super on the 3rd of July and it should’ve taken 5 days to process....... however care super seem to think that 5 days is not enough time for them to process a simple payment. It is now the 16th and I am still waiting.......
I have contacted care super since the 10th daily to try and get a date from them that the payment has been made however...to no avail!!!!! Nothing is being done and the only thing that people can tell me that I speak to daily is to wait..... If these senior managers were in our position I can bet every penny I have that they would’ve processes this request within a day. I think it’s time to go to AFCA with these guys
Lies, lies & more lies
The ATO approved an early release of super due to COVID on Friday 3rd July, and states it should take around 5 days for your super fund to pay it. When you call Care Super, their recorded message (which I almost know off by heart by now) states they normally pay within 5 days of the approval from the ATO. It is now Thursday evening, 16th July and still no super release.
I first called Care Super on Wednesday 8th July just to check how the processing was going, and so glad I did. I was informed by the call centre girl that they needed more docu...mentation from me as the account number I gave to the ATO was different to the one provided last financial year. The bank was the same, the branch was the same, the name of the account holder was the same, I'd just chosen a different account number. I never saw anywhere on Care Super's COVID information pages not the ATO site any information stating that the account had to be exactly the same as last year for this year's release. I also didn't receive any communication from Care Super saying they were waiting for extra documentation from me before they could process my claim - no text, no call, no e-mail. It makes me wonder how long they would have just sat on their hands waiting for me to call. Now here's the first point where my hackles began to raise, the following is from Care Super's own page on the Early Release of Super: 1. Under the heading "Key facts about the early release of super change" the third bullet point states the following - "The ATO will advise us if your application is successful within 4 business days. We will then transfer your payment to the bank account you've nominated through myGov as soon as possible." 2. Scrolling further down you reach their FAQ's where one of the questions is "What do I need to provide to you?" Click the drop down and you get this "The ATO will notify us directly within 24-48 hours if your application is successful and if you’re eligible for the payment. You won’t need to provide us with any other details. Once your application is approved, we’ll deposit your payment directly into your bank account as soon as possible." No mention of it having to be the same account as last year, no mention of ID, nothing! I asked the girl how long this would hold up the claim and she said it shouldn't take long once they got the required documents (bank statement, selfies with ID). She also said if I emailed them that day she would keep an eye out and send them through to processing. I did what was asked within the hour, which meant the email was sent around lunchtime. I called back on Friday 10th to check how things were going again, and this time a guy in the call centre told me yes they had received the documents, and that they should be fine so he'd send them off to processing (obviously the girl on Wednesday didn't). He said it would take a couple of days for the process to happen and that I should receive the payment around the middle of the following week. By this time I'd spent a couple of hours on hold, been disconnected once without any warning, and another time was disconnected straight after being given an automatic customer service survey. You can imagine what my responses to that survey were.
Ashamed to support.
Decided to cease using CareSuper after learning that they have large investments in mining companies like BHP and Rio Tinto as well as fossil fuel companies like Powerco and Santos. Moreover, this super fund has shares in Amazon, Lendlease and Transurban.
My concern is that I was complicit in helping these companies create a more dangerous and unstable world; blow up cites of unparalleled cultural, spiritual and archaeological value; exploit labour; and pursue privatisation. Frankly I'm ashamed that I ever left my super in the hands of CareSu...per. I would urge the reader to consider looking into each of these companies, their histories and what they do to make a profit, and asking yourself if you would like your money to be invested with them.
One star is not low enough for Care Super
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.
Early Release of Super
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.
Early release of superannuation
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.
Web Page & App Failures When Requesting Pension Payment; Inadequate I.T. Support.
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!
I'm so worried, withdrawals take so long to be processed and there is no secure option to select. Why??
This fund is certainly not what it used to be. I've been with this fund for about 26 years.
Now at 67 i am seriously concerned, cofused.
I called on the first day i noticed I'd lost 2k overnight and wanted to switch to the most secure option. Not knowing which was safer Fixed interest or cash (they both seemed similar when i read the description) only to be told by the staff member that she couldn't tell me.
I decided to go 45/55 to both.
My funds started reducing daily and i couldn't work out how to secure the funds. I began calling almost da...
- Verified customer
Lack of transparency, system support and service support for pension member
I regret I have to again raise issues related to serious short comings in your systems, processing, and customer service.
Transparency and service is required following the Royal Commission and Care Super is not delivering this.
The member pensions system does not display to Members the Investment choice/mix where withdrawals are coming from. The original mix could have been set years earlier.
The first consultant I spoke to 4 March 2020 confirmed this and also confirmed there was no online way to change the Investment that future withdrawal...
Cancelled insurance even though I asked to keep it
I just received an email from Caresuper telling me they had cancelled my Total & Permanent Disability insurance, Death Cover and Income Protection Insurance even though I had called them months prior to ask to keep the cover I had and on top of that I had mailed a signed hard copy to them as a backup which they said they never received. What happens if I have a major accident tomorrow? I'm not covered even though I asked them TWICE (once over the phone and once in writing) to keep it as is...
Apparently this wasn't good enough. On calling them...they said there was nothing they could do about it, tough. Talk about being treated like a number! To say I'm furious is an understatement. I will be moving my money to another fund, this is unacceptable.
Questions & Answers
what is the email address for notice of intent to claim a deduction for personal super contributions please.
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.
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!!
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 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.
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.
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.
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.
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 email@example.com with your full name and date of birth so we can look up your account?
If you have any questions please let us know.
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