Mercer Wealth Solutions

Everything to do with Mercer over the past two years has been an administrative nightmare. Had to submit all my initial paperwork three times (it was lost/no we've got it, I don't know why you've been asked for it again/we asked for it again to ensure that it was all up to date and don't complain any further), huge gaps in information..and now to… Read more

withdraw a small sum of money I need to provide certified ID. This is supposedly an annual requirement, but I've never been asked for it before and it's not documented anywhere. Returns and fees are OK but Mercer is entirely incompetent otherwise. And they seem to have shifted all of their customer service (including complaints team) to India.

This company can only be described as unscrupulous. I was “defaulted” into paying for a product I didn’t need and they take no responsibility for it. Nothing was transparent and have moved every cent into a reputable well performing fund. Any other fund will be better than Mercer

Scammers like all Super Companys Banks, they are all the same the exist to make you poor they have all the control with YOUR money. Why do we pay tax and Super, when the goverment prints money for free. Its not backed by Gold. When was it last audited?

Fantastic team – I see so negative reviews but it's completely not my experience with mercer I would like to thank the whole team specially the financial hardship team for helping me with the application process after completing the application it only took 1 week to be approved specially in a cost of living crisis caused by the labour government I'm 59 and never… Read more

ever seen it so bad it might be only 10k to claim but it keeps my head above water. Thankyou so much the whole mercer team best superfund I've been with over 30 yrs

After initial disappointing client service ... a very satisfactory outcome – January 2025 update .... after contact with senior staff, Mercer has now reviewed my initial complaint and acknowledged their 'oversight'. They have assessed whether I was financially affected and have now credited a few thousand dollars to my super account. Hooray! I have become a member of Mercer Super not by choice but by the merger with my… Read more

previous fund; a fund that served me well for 20+ years. Now after being with Mercer for 12 months I have very little confidence that they have my best financial interests at the core of their way of doing things. Recently I moved my accumulation and TtR accounts to a retirement pension. I used our financial adviser to assist and submit the necessary paperwork which they did. After receiving a follow-up phone call from Mercer I contacted their staff and advised that my financial advisor would contact them to answer a question they had about my application. My advisor did this the next day and notified me that they had contacted Mercer with the answer to their question. I then waited expecting to hear from Mercer that the transfer of accounts was completed. To my dismay, it was almost three weeks later when Mercer contacted me to say that they were still waiting for me to get back to them with the answer to their question! (I had followed up with my advisor during this time to check that contact had been made with Mercer). Mercer seems to have no record of my, nor my advisor's contact with them over the two days we were in touch with them. We do have records of contact. During the three week delay the share market fell 4-5% and as I was moved from growth funds to more balanced funds I have missed the opportunity that came with the share market rebound leaving me financially disadvantaged. I worked through Mercer's complaint process ... which really is cause for another complaint as I had little communication from them other than to say that it really was my fault for the three week delay. If someone from Mercer is reading this review, I would really love to hear from Mercer to talk more about my issue and to work together to reach a resolution that we both are satisfied with. Interestingly, at the merger with my previous fund Mercer made mistakes with each of my transferred accounts that resulted in a few hundred extra dollars being added to each account; Mercer found and corrected the mistake a few months later and debited my accounts accordingly. Now I continue to wait and see what might happen next. If I remain with Mercer very much depends on how they work with me to address my issue. I am not after compensation as such, I just want my super balances to be based on an account transfer that should have occurred within 2-3 days of my financial advisor contacting Mercer and speaking to one of their staff ... and at least 2 weeks before it was finally completed. (At the same time that my accounts were being changed to pension mode, our advisor was doing the same for my wife who is with a different super fund. That company also had a follow-up question which was answered by our advisor and new accounts were set up and operating in the following 2-3 days). I would love to be able to revisit this review in the near future and increase the rating I have given Mercer Super. At this point I am quite satisfied with the performance of their actual funds.

Great service, went very smoothly – My wife withdrew all her cash from mercer super and it was very smooth. All paperwork filled out, checks & verification done. No issues at all. Happy to give 5 stars for the service.

Have no issues with fund itself, but easily the most useless and frustrating app ever! It used to work a few years ago, but it's been broken for at least 2 years now. They must know (just read the Play Store reviews), but have never made any attempt to fix it.

The worst super company I’ve ever dealt with. Got moved there unwilling after BT folded, didn’t bother changing as I was near retirement BUT now that I am retiring I can’t get anything out of them! No money not even a straight answer. I went online and scheduled a call back in the afternoon, they rang in the morning, I missed the call so rang back… Read more

but they wouldn’t help me because I didn’t have my customer number on hand! WTH? That’s why I asked you to ring in the afternoon when I wasn’t working! Useless

Dreadful service. Don't use them – Giving 1 star is too generous. Terrible company to deal with. Got worse in last 1-2 yrs after 12 years of using them. My SMSF issues go back 5 months, and involve fees taken by Mercer even after I had transferred to another provider. They repeatedly refused to answer calls and gave such appalling incompetent service that I approached industry… Read more

regulator ASIC. Eventually I received refund but with no interest on lost funds and no apology. Entire experience has been very traumatic and stressful. If you are with Mercer, I recommend you jump ship while you can.

Poor Service & Returns – After being with Mercer for many years as part of a corporate fund the funds were transferred to the porfolio product this has consistently lost money, when you question the losses, you get told to review the online stats? in the end closed the accounts to stop the loses. Terrible company to deal with !

Worse company to ever have to deal with – It took almost 2 years since my father passed away to get the funds paid out. First BT kept sending letters to the interstate address where my parents no longer lived, they addressed the envelope "the late" knowing full well my father passed away. Instead of dealing with the beneficiaries they closed his account and it was opened as a Mercer… Read more

account. Mercer do everything in their power not to pay out the funds or are they so incompetent that they should not be operating at all? The forms require filling in multiple times, more documents are needed, even when they say they have everything then another surprise turns up, more paperwork. They even tried to get our previous solicitors involved again. We had stated a full year before that the solicitors had finalised everything else and were no longer acting for us. The stress Mercer put families through is infuriating, do they want people to have a heart attack so they don't have to pay out. I would warn anyone, even if you think your Superannuation payout is straight forward after you have passed away don't do it to your family by leaving your money in Mercer. And I had to give one star (terrible) to be able to submit this but I wouldn't even give Mercer any stars ever.

Terrible place to work, don’t give them your money – I used to work here, and I can confirm every terrible review is spot on. Management doesn’t care at all if the staff are well trained, and care even less about the members who have their money in this fund. For the staff and helpline consultants who actually care, they get penalised for taking too long and moving you on. Management will makes sure… Read more

that every single customer service facing role is staffed by a robot, who is not allowed to deviate from the script. They get paid peanuts to be abused all day, meanwhile lacking resources to actually do anything , and no training to investigate and solve the issue. Resolutions only cares about closing your case, and could not care less of it was actually resolved. I would recommend anyone who has an account with this company move asap as they do not care about you one iota. The only people who matter are the ones making the big bucks at the top, laughing as they take your money to the bank. Exorbitant fees for subpar performance. Offshore processing is hopeless, they barely understand what they are doing and constantly cashing issues and delays.

If you have a complaint, take it to the ombudsman, it is the only way to get taken seriously and end up speaking with someone competent.

I barley lasted 6 months at this place, having the most incompetent and uncaring management, huge workload, and constantly having to listen to the poor customers on the phone who just wanted simple things to be done, but nothing I could do to help. It destroyed my mental health working here and I feel heartbroken for every person which has had to spend hours and multiple phone calls to resolve simple issues. I’ve moved on to a better job and much better super fund for my own super (Australian Super).

Take your money, good luck getting any back – Months after my application for superannuation and still getting the run around, thinking of entrusting your Superannuation to these guys?, Just steer well clear.

Disaster. Pick someone else. ANYONE else – The literal worst company I have ever dealt with in terms of technology and website and App… it is so bad it is almost illegal - they literally block you from your super account through utter incompetence!!

Unhelpful and rude – Was put into this super fund without choice after previous one collapsed. Now trying to get compassionate release, done every step the way they wanted it and now it seems they are nit picking to deter the release, for example: signature doesn't match even though the ATO already approved. The copy of the license is to small and unreadable (it's… Read more

actual size and clear copy). Definitely changing once this fiasco is over. If there was a negative star rating, I wouldn't hesitate.

Be warned when you need your funds they will make it as difficult to get them as possible – If I could give them zero stars I would. My step-father had his Supn with BT and they transferred his superannuation over to Mercer, even though they knew he had already passed away. My step-father listed my mother (his wife of 32 years) as his beneficiary and my mother was also the beneficiary of his will. I very straight forward claim I… Read more

thought. My step-father passed away in October 2022 and as yet they have not paid out his superannuation to my mother (coming up to 2 years). This organisation is by far the most incompetent organisation I have ever dealt with. In early April I finally got to stage that they confirmed they had all the documentation they required from me. I left for an overseas holiday expecting everything to be finalised and the money in my mum's bank account when I returned. When I called them to find out why it was not done they said they needed another form completed by me. I told them I had completed that form back in 2022. They searched for it (it appears all of the files for a claim are not kept in the same place) after 15 minutes of waiting they came back and confirmed they did have it. So now they are sending it off to the Trustees to approve after wasting another 6 weeks. I would warn anyone who has funds with Mercer not to wait until you retire or someone passes away to get your funds out, as they will make it as difficult as they can. My mum's claim was the most straight forward claim and Mercer managed to make it a nightmare for our family.

Mercer Super hopelss – Hopeless organisation since takeover of BT. On two seperate occasions I have now waited weeks and weeks for my own funds to be transferred meaning other payments were late. Repeated incorrect emails sent to me and no apology or amends offered.

MERCER All talk NO action – Have applied for funds to be released. Told 3 to 4 days Now at day 16 and still nothing. MERCER ALL TALK NO ACTION. Would never recommend anyone to join this fund.

Pulling out my hair!!! – Was involuntarily moved to Mercer via BT Financial Group. Have experienced so much frustration with their website and their lack of support. Trying to access one's own account is like pulling teeth. When one finally gets through on the phone (after having to encounter multiple options and know four different numbers to even get to a… Read more

consultant)...get given incorrect information and zero support. Will be researching new funds for sure. If you want to end up with a migraine (and pay ridiculously high premiums) then go with Mercer!!!

The Worst Superannuation Company – Not only do they lie regarding their correspondence, I’ve sent them the same documents numerous times and they still refuse to release my funds. Now I’m trying to move my super to another fund and mercer keep rejecting the attempts. These guys are dodgy

Absolute nightmare – Completed paperwork on site with my Mercer adviser in November, with payments to start last month. Multiple demands to submit the same paperwork again (4 times in total). Still waiting for payments to begin. Resolution and Complaints teams don't respond to emails or return calls, and the 'help' line is clueless. I've dealt with many organisations over the years and this is easily the worst service I've experienced. Show details

Worst Super Fund Managers (if only you could give negative stars) – I have had my super with Mercer for a couple of years (not my choice an old employer fund) on reaching 60 I retired from the workforce and stated to receive my super pension, payments where meant to be monthly on a given date, they haven't got it right yet as its usually a day or two after the date, they blame my bank of course. I have tried to… Read more

make some withdrawals in the last 10 days, I have done this on a number of times, you request the withdrawal get a acknowledgement that you have requested it, in a couple of days (thats being polite) the money is transferred into your account. I have now been waiting two weeks for the three withdrawals, no explanation as to why, no indication they have processed it, sent a contact us message, they resend me the welcome letter with my account details, punch the data in and it tells me I am already registered (but I new that), I now have no idea what they are doing with my withdrawals, I have no confidence in them as a super fund, what do I do, I am desperately in need of the money yet they show no compassion or concerns.

Don't do it to yourself – Have a tpd claim with them that was supposed to be completed by the 21/2/2024 and as of today 5/4/2024 I am still waiting because their staff are either too incompetent to do their job in a prompt and professional manner or have intentionally delayed my claim so they can generate further interest off my money while they still can. So far they… Read more

have ruined my son's birthday for me, Christmas and Easter this year with their inability or unwillingness to do their jobs in the required time frame. I wouldn't trust them as far as I could throw them and I definitely would not advise anyone to invest in their company unless you like being treated as worthless and enjoy being take advantage of. I am currently left with a total of $16.00 in my account to last a minimum of 5 days (if they actually decide to release my money as they're required) thanks to this organisation.

Incorrect exit statement – Exit statement says I haven’t paid insurance taxes fees etc, when I have since bt rolled over to this company. don’t understand how they could send this mail out which is completely wrong. Moved to Australian super & glad I did

The VERY WORST company I have ever dealt with – If I could give 0 or negative stars I would- after my elderly father’s super got transferred to this god awful company by Westpac with the BT Super buy out - I’m so glad Westpac got the $$$ for the buy out BUT it came at a cost for loyal customers- we have been trying for over six months to close this account and have had nothing but excuses about… Read more

you didn’t date this form, you didn’t cross this t, you didn’t dot this i- customer service is horrendous, I am of the firm opinion that the customer service representatives are trained in how to fob people off and give them the run around in the hope that they never have to pay out any money - DISGUSTING COMPANY- DO NOT DEAL WITH THEM!!!

Do not leave your super with Mercer – It is ridiculous in this day & age that you cannot change your legal name without red tape. Mercer Super is the worst. I never joined this fund but got dumped with it when BT decided for whatever reason to switch my super without my consent.

Terrible experience – My BT super was moved over to Mercer. It took way too long before I got my online access sorted and realised I had now a salary continuance insurance I did not ask for, and which I could not cancel via the online website. It took way too long and multiple attempts to finally get talking to somebody on the phone, who sent me some paperwork to… Read more

fill in, scan and send.

Just got an email that I was sent wrong forms and need to start process again.

Will be 6 months soon since move of my super, and 6 months of fees for an unasked insurance I can't seem to cancel.

Still waiting for my statement! – Was moved from BT to Mercer, promptly the moved to another super fund due to the delays in getting an annual statement lodged with ATO. Submitted a complaint, got a call and was promised it by end of November. 1st Dec I followed up and they sent me an exit statement which wasn’t what I asked for so have followed up again. Still nothing lodged with… Read more

ATO, it’s coming up to Christmas and I cannot submit my tax return as I’m claiming for personal contributions.

Nothing done thus far indicates anything above 1 – Do not understand how your super is transferred from BT Super to Mercer Wealth Management. My super funds but certainly not my choice of a funds manager. Given a choice I would have gone to an industry Super Funds. Now Mercer expects that I should spend time and effort getting documents certified. Like my time is worth nothing to them, but they change fees for their time even when producing poor outcome. Get Real. What am I a dog?