Excellent work. I'm so thankful.
I am shocked at some of the comments on this page. I joined hostplus in December last year after wanting to get away from ANZ and their ridiculous fees! Myself and my husband both ceased employment in November 2019 and prior to that, for about 3 years we struggled with debt as I never appreciate the value of money until I'm REALLLYYYY struggling.
I opened a hostplus account and proceeded to move all of my funds over, a majority of my super is with ANZ but I also had some with Australian Super and other smaller companies due to forgetting my AN...Z super details when changing jobs. Because ANZ are so difficult, my funds STILL haven't been transferred over. The total of my super account was $50,000 and just under $10,000 sat with hostplus. As I haven't been working fulltime for over a year, I receive a payment fortnightly from centrelink which only covers the rent, I'm $10,000 in debt and I can't get a loan as I don't have the best credit rating. When someone suggested withdrawing my super, I was scared, but you know what, it's my money, we have had 2 termination notices in the last month and my phones continuously ringing as debt collectors are wanting their money. So after a lot of pushing from my mum, last Friday, I printed all of my bills and the application, filled it all out, got everything signed off by a JP and put everything into an Express Post envelope and posted it off Saturday morning. About an hour ago, I got a text message from Hostplus saying my application was approved and the funds will be in my account in 3 business days. Now, if that isn't amazing service, I don't know what is. I'm excited to get back on my feet, get my online business started, have all of my debts paid and be happy for once. I know know the value of money and I now APPRECIATE it too. Sorry for the long post, but in all seriousness, be patient, be kind and do everything you're asked. They're real people too on the other end of the phone. BTW, customer service have been nothing but amazing and supportive, I wouldn't wanna go anywhere else.
A Strong Performer
I have recently joined Hostplus because of its strong performance, and it was recommended by my son (also a member) and Scott Pape (Barefoot Investor). I found the rollover process online simple.
My funds were rolled over within 7 bussiness days. My only negative is that I have yet to be notified or welcomed as a new member.
Avoid like the plague
I did my research on this fund only to find out when I needed to lodge forms that they are nothing like what they think they are.
I wasted a month with them and have just done a roll in to another fund.
Its mind boggling that the Trustees allow this fund to operate to such incredibly low professional and customer service standards.
Lots of whitewashing excuses but zero accountability or correction.
Not surprised at all they have a rating of 2.0.
Do not do it to yourself
I have been with hostplus for around two years now and I have had nothing but problems with them
The issues I have run into so far are
- No issue is ever resolved or fixed
- No issue is ever responded to within a week time frame
- Once any issue is raised and they actually do reply, it takes weeks to have them even attempt to resolve anything in which it gets thrown into the bin and not resolved at all
- I put an application in November 2017 for TPD/Death/Income protection that was approved in June 2019 (Yes, one and a half YEARS) and they wou...
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.
- ‹ Prev
- Next ›
Questions & Answers
I am 65 how long does it take to make a withdrawal from my super
Hi Christine, thank you for reaching out. Once a completed benefit application is received provided everything is in order then you would expect the withdrawal within 3 business days plus any banking timeframes.
If you would like assistance with the process, we have specialists available on 1300 348 546 8am to 8pm EST Monday to Friday to help. Thank you, Hostplus
I transferred into the Hostplus pension fund last year after I started early retirement with another fund.
I am 64.
Now I want to top up my super.
How can I do this with Hostplus?
I sent an email to Hostplus using the contact line when logged on a week ago. But I have not received an answer. I came here looking for information and was surprised to read a slew of complaints about Hostplus slow response to requests for service. Now I wonder if I am in that boat too?
Peter H (23 Feb 2020)
Hi Peter, thank you for reaching out.
Apologies for the delay in getting back to you - we appreciate it can be frustrating.
Once a pension account has commenced it can no longer accept contributions.
However, there may be other options for you and one of our specialists would be happy to take you through these.
They are available on 1300 348 546 8am to 8pm EST Monday to Friday or if you would like to send a private message with your contact details we can organise a call for you.
Thank you, Hostplus
I was told a while ago there was a phone app in development is there any update when that is coming
Thank you for reaching out. We do have a new App currently in the late stages of development and we are hoping to roll this out to our members in the very near future. If you would like to be included in the initial launch of the App please send us a DM with your full Name and member number.
In the meantime, we have a Digital Member Card that can be downloaded to your Apple Wallet or PassWallet App depending on you mobile device which is available on the following link;
Kind Regards, Hostplus
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.