No problems so far
The fees are good and submitting the rollover for previous supers was not complicated. Customer service was very good. The forms and explanations are clear online and I was able to make an account on my own. It was suggested by Scott Pape from Barefoot investor to use this super. I hope to continue using this super
Hostplus super rollover nightmare
I decided to move my super across to Hostplus based on the benefits and performance of the company, this all checked out and I am very happy. However the rollover process was a complete headache from start to finish (approx 5 weeks). I lost count of the numerous times I had to call them and was promised a call back or they were looking into my issues. I did not receive a single call or email from anyone from Hostplus even when it was finally sorted. The customer service people were very friendly but ultimately the second I put the phone down I was forgotten. I had a second choice for a super provider and my BIG mistake was choosing Hostplus. customer service is non-existent!
Happy so far!
We applied for a HP account for our existing SMSF, online today. It was pretty clear and easy but twice we needed clarification. Both times a nice, patient and very knowledgable person answered within 5 mins and we were able to proceed with confidence.
Looking forward to seeing how our investment choice goes. If it does well, well increase our investment, and maintain it for the recommended time. Happy so far!
- Verified customer
They tried to steal my money. Dodgy company.
I departed from Australia permantly and I tried to get back my superannuation. I already posted all the required documents to them. I've been waiting for so long to get my money back, so I emailed them several times. I got no response from them, nothing. I think all emails are sent to the bin, they don't even care to read it. So I tried to call them (waiting time at the customer service line is 17 mins) and finally a guy picked up the phone. He told me that the signal was bad, he cannot hear me and hang up my phone. After 17 mins waiting, he ca...nnot even bear with me for just 2 minutes. Overseas calls are expensive.They know that I am overseas and I am not returning to Australia so they think the money is now in their pocket. I am helpless. I am so frustrated with their bad customer service, they totally ignore emails of customers who is trying to claim their money. This company is a big scam. I will make a complaint to ACCC as I already warned them several times but still no action taken. Stop stealing money from people who is paying admission fee to your company monthly. It's not cheap. And we're deserved a better service.
My mother passed away new year's eve and we are still waiting for HP to finalize the claim. It's hard enough to loose your mother without Hostplus dragging the claim process out for such a long time. I have sent multiple emails and also called. I get an answering machine telling me to leave a message and my call will be returned in one business day and the reply to my emails is an automated email and so far not a single response. My mother was a Hostplus member her whole working life and she would be very disappointed in the way her affairs have been managed. I am really disappointed. I'm trying to grieve for my mum and ignoring my enquiries is insulting to me and worse than that it's damn disrespectful.
No accountability in follow ups
Currently going through a claims process, took about two weeks just to get them to send me an email with all the recquired documents. When I called I was constantly told “this is coming”, “it will get sent to you by tomorrow” “I will call you back”. Literally no accountability and follow up when something is not done. If you want to get something sorted with them, I recommend calling them every 3 days to push it along. This is what I am resorting to just to make sure that it isn’t slipping through the cracks. They’ve either got an insufficient internal process of processing things or their reps are taught to say things like this to get you off the phone.
Too many people handling my request and no action taken
Been with them for maybe 30 years give or take, only a small super, but to change my name has been horrendous, too many staff members handling it, and too many making their own decisions. Has been ongoing since June 2019. Still not done ugh., and of course you can’t speak with anyone to find out why, only the staff in Melbourne to take your call, and the admin staff are in Sydney where the paperwork goes. I have emailed them, they ignore you. The Melbourne staff are great it’s the no contact with the people that make the decisions that we cannot talk to., so, so far it’s been disgusting and still not done. Why Hostplus Why.
Lack of customer service - lets get back to Human interaction
Not very encouraging to read the reviews when one sees the weight of opinion refer to long wait times on the phone and lack of response to emails etc. This is also my experience 10 minutes on the phone going no where before the line dropped out. Tried again but gave up. Then logged in and left a message / inquiry in the system including a request to call me. Thus far no response. will try again now, but will not hold my breath to receive a response and action on what will and should be a simple 5 minute process. Thus far it has been over thi...rty minutes of going no where. Why are so many organisations so automated that they have completely lost the plot of Human interaction and customer service. There are now very few organisations that know how to do it well.
Great super fund
Have been with this company for a couple of years now. Low fees, fantastic returns. So easy to set up and make extra contributions and salary sacrifice. Very happy with this super fund and highly recommended
- Verified customer
The worst and slowest customer service ever!!!!!!
I made personal contributions in June well before the EOFY. My deposits went missing and didn't appear on my account. Had to wait one month (after EOFY) for them to appear and only after I mentioned lodging a complaint to a tribunal.
Then they didn't ask if I wanted a refund or have them added to my fund. It was after I submitted the Notice of intent of claim tax form so I had to adjust it. I sent in and even posted the adjusted form in the beginning of July and many times after that. All I g...ot was a couple of generic messages not addressing my issues. I still haven't received a confirmation letter after more than a month so I can't lodge my tax return. I made a formal complaint to Australian Financial Complaints Authority last night out of frustration. Today I got an email (someone must have read that I lodged a complaint) saying that they haven't received my form!!! Customers beware. Money and emails seem to go missing quite often at Hostplus. I can't wait to change to a different super fund. I can't trust my retirement with a company that doesn't value its customers.
- Verified customer
Hostplus is Fabulous
I have been with Hostplus since 2006 when I started my first Hospitality Job. And so far for me it really is lucky 13, 13 years of superannuation bliss that is.
I love their App, easy to navigate website and the consistent communication is brilliant.
My fund and subsequent investments are going from strength to strength and I couldn't be happier.
Not happy with this super fund will be changing
I joined in 2000. Changed name due to me getting married 2003 host plus changed my name back to my madden name now the hassle I am having to roll my super over to another account is crazy. I wouldn't recommend this super fund
Choice plus flexibility
Very satisfied with host plus compared to Ethical retail funds.
Yes phone service not the best, but returns way better. Online service is great, if it makes fees cheaper then I am all for it. Unlisted investment options are great. I don't use insurance.
They lock you out of your account if you forget your password and make you call, but they don't answer the phone?
Waited on hold for over 30 mins more than 4 times.
Emails are unanswered after 3 weeks waiting for a reply.
I have been locked out of my account and cannot reset my password online.
Horrible customer service - expect to wait....and wait some more
I've been trying to gain access to my online portal for over two weeks now.
The customer call centre is to busy to take my call during the day - it just diverts you to a prerecorded message asking you to call back later and hangs up.
I sent at least three emails and received no reply.
Just lodged salary continuance...
Have just lodged a salary continuance insurance claim for a broken toe.
Found the process slow, and mailing forms to host plus to “review” in a different state to the actual insurer seems like a delaying tactic.
Will further review once I’ve heard back.
Paperwork and claim posted by mail 28th June...
No costumer service
I have been considering moving my Super to Hostplus based on their low fees and recent performance. However, as I have previously had a super with Hostplus that was "lost" my experience hasn't been great so far.
I wrote Hostplus to ensure I wouldn't create a duplicate profile when signing up with them once again, however, I have received no response (after the automated reply saying they would get back to me within 2 business days).
As a result, I tried calling through, however my call was disconnected due to "high volumes of calls". Seeing as people are intending to trust this company with their life savings, I find it troublesome that they put so little effort into attending to their customers.
- Verified customer
Perfect for my needs
I transferred to Hostplus 2 months ago. I was previously using a retail fund who delivered poor returns.
So far I'm extremely happy. I declined the insurance option so can't comment on that aspect.
The main function I wanted was to be able to select my own stocks without having to set up an SMSF. So far it has been no less than brilliant. The web portal is easy to use and the on-line information is thorough.
I needed to phone them once. Sure, had to wait 10 minutes to get through to a call-centre person, but they answered my non-trivial question straight away.
I note all the negative reviews. But not all experiences with HostPlus are negaive.
I would give-5 star but I need to wait a year to see if there are any problems.
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Questions & Answers
I am 55 year old woman can I draw any money out of my super
Thanks for taking the time to reach out.
To withdraw money from your super fund, either as a lump sum or through a regular pension (known as an 'income stream'), you need to meet a 'condition of release'.
If you have only just turned 55, unfortunately you will not be eligible to access your super until you are 60. There may be other options available to access money early including, Severe Financial Hardship or Compassionate Grounds, please note that conditions apply. To get a better understanding of what options may be available to yourself and when, you can contact us 1300 467875 8am - 8pm Monday to Friday AEST.
If I am retired and on a pension can I invest the money I have in cba in term deposits and invest in Hostplus
Good Afternoon Phil,
Thank you for taking the time to reach out. To invest in Hostplus you will need to have a Hostplus account in the accumulation phase. There are several ways to depositing funds and investments options to choose from and we would recommend contacting one of our friendly pension specialists on 1300 348 546 8am to 8pm EST Monday to Friday and they would be more than happy to walk you through your options. Thanks, Hostplus
DISTURBED....At the moment I am in Care Super Fund but since they use Mercer as the administration of the Fund .. I am not sure if they are doing the right thing or not for my account as they mess up my Concessional and Non Concessional side of my Super Fund .. they blame my employers but how in this age of technology this did not flag straight very, very odd.. if they can't run my account how can they run my Investments is my question .. and now reading all these opinions and other Superfunds and it is a very off-putting as there are so many members unhappy with the administration of the Funds..... can you answer my question and my interest.
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