1,529 reviews
AI reviews summary
Overall sentiment for HESTA Super Fund is sharply divided between long-term members praising historical performance and a significant surge of recent, severe dissatisfaction. While some users report smooth online withdrawals and helpful financial advice, a substantial volume of recent feedback highlights a catastrophic administrative transition. This has resulted in members being locked out of accounts, missing funds, and experiencing total communication breakdowns during critical financial periods.
Pros
Cons
Verdict
HESTA appears to be a fund capable of delivering strong financial returns and professional advice, but it is currently marred by a dysfunctional administrative infrastructure. Prospective and current members should be aware that while routine tasks may be seamless for some, any requirement for manual intervention or customer support may result in significant delays and extreme frustration.
Please check your income protection insurance as they price gouged me! Cost was 3x more than hubbys and paid out one third of of what he gets.I have cancelled it.
Despite the recent issues with some of the administrative challenges - which I believe are now resolved, my overall experience of HESTA has been exceptional. The member support and financial planning/advice service has provided me with confidence in my retirement. I am very happy to be a member of HESTA and will continue to have them partner with me in the management of my super in retirement.
I had an extremely frustrating experience with HESTA customer service. Before even speaking to an agent, I spent a very long time on hold and had to try multiple times to get through. When I finally connected with a representative, the interaction was disappointing. On top of the excessive wait times, the customer service representative was rude… Read more
and dismissive throughout the call. The agent appeared to be reading from a script and was unwilling to clarify or rephrase questions when I couldn't hear or understand them properly.
Whenever I asked for clarification, I was interrupted and told not to speak while they were talking, even though I was simply trying to understand the information being provided. Rather than helping resolve my issue, the representative's attitude made the situation even more frustrating.
All I was trying to do was access and log in to my account, yet what should have been a simple process turned into a stressful and unpleasant experience. I expected professionalism, patience, and respectful communication, but unfortunately received none of these.
Due to this experience, I have lost confidence in HESTA's customer service and have decided to move my superannuation to another fund. I hope HESTA takes member feedback seriously and improves the quality of support provided to its customers.
Hi there We are very sorry to hear about your… Read more
Reviews with attachments
Great relationship – Been with Hesta for many years and have always felt valued and supported. Communication is second to none and I’ve been very proud to be with Hesta, I can definitely recommend them.
Needing to withdraw some funds – Very informative and helpful whenever I have had to withdraw any funds
Hesta good super fund – I recently withdrew a lump sum from my Hesta Superfund. It was very easy and they kept me informed each step of the way. The money was transferred into my account in three working days. Very happy with their service.
Processing experience for Compassionate Grounds Request – I would like to give an update on my progress with the compassionate grounds release of funds and I am letting everyone know that Joanna, finance trustee of Hesta was able to process my application. My advice to others who have applied for compassionate grounds release of their super, please don’t give up!!! Had I not come on here to write a… Read more
review about the process and reading the other reviews about what other people have had to endure as well I would still be waiting for my application to be processed. Joanna, has been fantastic and kept me updated on how things were going and got the application processed faster.
Friendly service – Excellent friendly service, the agent helped me figure out what I needed to do, perfect cheers.
I joined HESTA a bit over a year ago enticed by its motto of “Super With Impact” which is marketed as taking an ethical investing approach to all its products and customers: “At HESTA, we invest in and for people who make our world better.” HESTA spruiks this on its website with images of members (likely actors) who want a superannuation fund… Read more
that thinks about “my future world” and HESTA takes pains to point out in the responsible investing portion of its website that they “believe that members' best financial interests are served by having a deep commitment to responsible investing.” In Section 2.1 of its responsible investing guide it commits to human rights being a core part of its investment decision making policy.
So this turns out to be just 100% marketing, a lesson I learned when I emailed the fund months ago asking about their approach to the Gaza conflict. I attached two offical UN reports about the conflict, one that determined that a genocide was being committed and one that named companies profiting off that genocide, and asked HESTA if they were aware of the reports and how those reports affected their investment decision making. I asked for specific information referencing their responsible investment policy.
I was ignored, and after weeks of no response, despite a follow up email and a formal complaint made by me over the phone, and weeks spent more waiting for a response for that, I finally got a first and “final” decision by HESTA which was just a generic email about where to find their policies and a hand wave about their fiduciary duty to members (apparently they don’t have a duty to advertise truthfully to members).
Don’t go with this fund if you have any ethical investment concerns, it’s empty marketing, with the exception that they will use your money to vote women into higher paying roles, merited or not, at companies they have a shareholder votes in. That’s what they mean by “super with impact”. And the customer service is awful. Keep in mind my generic “final” response came after being shut out of the online member portal for seven weeks after they decided to do an upgrade which was barely announced, and then another two months of being shut out as the upgrade didn’t work for everyone and there were IT issues that had to be resolved (with no communication or apology from HESTA at all).
Hi there We're sorry to hear this and we'd… Read more
I had problems logging in so I called Hesta. Over 2hrs on hold and I finally get someone on the line. But apparently they cannot hear me and hang up. 2 days trying and I get the same problem. I will just take mu supa elsewhere.
Hi Sinai We believe our team has since been in… Read more
Latest follow-ups
My DEATH by 1000 cuts continues with HESTA. Today from 08;03 to 10:02 I have received EIGHT EMAILS from HESTA Super. Seven are asking me for my name, address, email address and advise they cannot continue with my Financial Hardship request… Read more · 1
(initiated 02 May 2025) as they cannot verify who I am. This information has been sent over 10 times, via email, and via registered post. I HAVE BEEN THEIR CLIENT FOR OVER 15 YEARS. One says that they have received my recent information and are validating this, who knows how many years this might take? I was unaware that they were moving their portal, sat on Customer Service line for 2.5 hours, spoke with no one. Feel sure that asking for mediation and calling them LIARS was the only way they have contacted me, so thank you Product Review. At this point I feel I should be paid a bonus of 10% of my investments as DANGER MONEY FROM HAVING TO DEAL WITH THEM. I have looked to see if the Board is incarcerated someone owing to their abject stupidity when managing money. Now, after this current experience I realise, that I should check to see if they have been sanctioned and are in a mental health faclility. Only some on in this conditon would continue to have association with them in a senior role as it continues to disintergrate. I feel so sorry for the poor people in the Complaints Department, they need to rush to SEEK.com to be able to leave ASAP. Maybe some day I can close these reviews, or may have passed away from old age, not sure which will come first.
Follow-up · The service has continually improved. My last request for my funds was earlier in the year. I went online and after searching found the correct forms, which I duly filled in. I then commenced looking for a JP to sign the forms, and through an easly Christmas present that same day received message that funds had been approved, and they arrived into my bank account within five days. May it ever be so....
A Word of warning if you need to access TPD or income protection then they are a nightmare to deal with, unfortunalty my case looks like it is heading towqards the insurance ombudsman
Follow-up · Still waiting for the claim to be settled. One road block after another
Follow-up · Now they are saying that i am not eligible but yet they still changed me each month for income protection, work that one out
Hi Angelo We appreciate you taking the time to… Read more (+3 replies)
Find out how HESTA Super Fund compares to other Industry Super Funds
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I completed my tax return today and found that Hesta has not reported all my additional contributions despite issuing notice of intent. I am left with an additional tax bill penalties and a late tax return. I made a formal complaint to Hesta and the… Read more
AFCA. HESTA has not apologised for the huge error or promised to amend it and have just said they will respond in 45 days. Don't deal with these cowboys. They charge a 1% management fee which is outrageous for the worst possible service.
Follow-up · I had some follow up questions asked by readers. I "chose" Hesta like many people as it was my default employers fund. I originally just left in the balanced fund. When I came to look at my annual statements I wondered why I was making very little returns even though the stock market was doing well. I found out the poor performance is that… Read more
after three days of getting messages saying that they will escalate to a senior member of staff no… Read more (+7 replies)
Positive reviews
Hesta has been a good investment for me over the years. It gives me a good return on my money. They have a very helpful & friendly staff. A happy client here.
I have been with HESTA for about 30 years I have recently received advice from Peter and it was great I wish I had done it sooner! Great advice lots of options available
When Hester changed (management I think) it became very very frustrating to access their site, withdraw funds or receive any information for a long time, I nearly gave up on them. That's in the past now and I'm extremely happy to say everything is very smooth, easy and efficient to deal with. I've been with Hesta for over 30yrs and will continue… Read more
forward with their professional service and healthy returns once again. I'm glad I stayed with you Hesta!.
Negative reviews
No problems with this fund for many years (8) as I didn't have to interact therewith. I recently wanted to make a change which involved proving my ID. Their system rejected my info with their representative admitting the problem was at their end. For various reasons I was unable to use an alternative method so, stuck without an income, I had… Read more
little choice but to transfer to another fund. Totally inflexible and a 'take it or leave it' attitude from their representative.
Hi Bill We appreciate you taking the time to… Read more
Well here we go again this is a joke Monday I get told I had to resend id documents which I did 3 times only for them not to get any of them then I finally get onto them I send the id docs again 4 th time get told that everything was good they had everything only few days later to be told they needed more info like wth seriously I send the 2… Read more
pieces of information to them again for them not to receive them again I call they find my emails saying everything is good they will prioritise my claim then Friday I call them and they now say it’s under review like what the hell is going on here seriously I am so upset they for starters I get treated like a dum trash. Weee is your customer service Hesta it’s not nice when u are treated with such little respect let’s see what happens on Monday I will be taking it further if they have not processed my claim
Hi Amber Thank you for taking the time to reach… Read more (+2 replies)
I applied for a withdrawal of funds from my superannuation accumulation account. I am over 65. It is 12 working days since an email stating they have the documentation. Their website says 3-5 business day. I keep following up. A HESTA consultant advised me to make a complaint. The complaints team has escalated but can't give a a time frame. I was… Read more
told it could be weeks and I have no other way to progress this. I've advised them I need the money. Ut seems to make no difference. I'm considering taking all of my money out of HESTA.
Hi there We are sorry to hear about your… Read more
Recent reviews
HESTA Financial Adviser Michael in Adelaide was extremely knowledgeable & helpful with my transition into retirement, for which I am extremely grateful. I would absolutely recommend getting transition to retirement from HESTA.
I needed to access my superannuation for dental work. I am able to do this now due to being 60. HESTA have been so member friendly and accessing my funds was easy. Thank you HESTA.
Find out how HESTA Super Fund compares to other Industry Super Funds
Know better, choose better.
Their system continues to have major problems. I just got an email asking me to respond to them by email at an email address that does not exist...hesta@hesta.com.au ...this had been a monitored email, which I have used before, even though it was hard to find it,,,but has been the only way to contact them properly in writing by email which is… Read more
very important. I replied as they asked, and got an immediate reply saying that email address is not monitored... For years their IT changes have been very problematic, I guess that is where they spend all the fees they collect, just doing IT changes that dont work and repeating that. Are they forcing us again to use the AI contact me options. We have the right to email contact and they are denying this to us..
Hi Kate We're very sorry to hear that you've… Read more
If I could give them zero i would. All of them are Incompetent and the worst customer service i have EVER come across. As a nurse I will be sure to tell everyone I can how pathetic and unbelievably bad they are. STAY AWAY FROM THEM.
Hi Carolyn We are sorry to hear this and we’d… Read more
I have joined Hesta many years ago and they have delivered excellent results with great returns. It is so easy to withdraw for living expenses and for the upkeep of my porperty. They have always being very helpful on the phone when I needed questions answered.
Very poor service from Hesta. My wife asked them a very simple question online in regards to her Non Concessional cap using the Bring Forward rule. She was fairly confident of the answer but just wanted to check to be sure. What she received back made no sense at all. Seems whoever replied had no idea of the difference between concessional and… Read more
non concessional contributions. She contacted them again for clarification only to be given even more nonsense. This time the responder had confused the tax paid on a previous concessional payment as the payment itself falsely claiming my wife had lodged an NOI for that figure. Sorry this is just complete and utter garbage.
How can anyone rely on an organisation that is providing such misleading and incorrect information to their members ?
Now she has raised a complaint but has received the customary "we'll reply in 45 business days" response.
Such delays just add salt to the wound and should not be tolerated by any member.
edit: We let this review go to mediation with HESTA rather than publish outright but the only thing my wife has received in the last week has been more platitudes about how important her business is to them and how they will look into the problem immediately - ha !
Hi there We're sorry to hear you're… Read more
We have been with HESTA for a number of years, easy to contact for questions regarding your super and reasonably easy to make withdrawals electronically. It’s always less than 5 business days to get your money
Noted a previous post that stated they received a withdrawal within 24 hrs. This is not the case. Payments might be made in up to 5 working days if the paper work is correct according to the representative I have just spoken to. No emails are sent by them to acknowledge your request or to inform you on any progress. After talking to the mediation team. The payment was processed quickly with no problems. Show details · 1
My wife is in late 70’s and I am over 80yrs old. Because Super didn’t come in until the 1990’s we do not have a great deal of money. Initially we had an investment advisor and that lost us some money. We changed to HESTA and they provided good advice and allow you to adjust investments to suit your needs. They have made us feel confident in our investments and a safe place to invest our money.
Awful. I am appalled with hesta. I wish i can swap super fund. I have opened a TTR account and i was meant to be paid yesterday, somehow i didnt get paid, and everytime i call they keep telling me to wait 24hrs. 24 hrs has past, i called they keep telling me the same thing. Wait another 24hrs. They couldnt even tell me why i didnt get paid. Its… Read more
not like im asking hesta for money, im merely asking for my own money to be given to me. And yet HESTA IS PLAYING GOD WITH MY MONEY
Hi Diane We’re very sorry to hear that you’ve… Read more
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Hi Tania We are sorry to hear this and we’d… Read more