NGS Super

I am deeply disappointed with my Super fund in the handling of my withdrawal request from my Accumulation Account. I provided all necessary details that the form required and provided a copy of my bank details. When I called ,I was told that the application was not received. I then had to send another form under registered cover. I received a… Read more

message that the bank details were a screenshot and therefore no payment could be made. I find this as pettiness by NGS...since I provided all necessary details in the form and the bank statement was not a screenshot. I have since seriously urged someone who knows what they are doing and to respond to the present status of my claim in one way or the other. Pending on the response I will consider moving my super to another fund which may treat me better and with empathy.Members take note...this is not where you'll likely to get any reasonable service. An organisation that will frustrate you on your withdrawal...very poor service...

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Their "NEW"website NO improvement, just a infuriating joke! NGSsuper makes any transactions as hard as possible and uses an off shore call centre as a helpline. It's staff are always patient and helpful but should not have to deal with infuriated customers since they are not responsible for the RUBBISH website/fund. Drawn out, convoluted process… Read more

to access your funds despite being well past preservation age, wait forever, have to beg and terrible for your blood pressure!!!

Terrible superannuation fund. Closed down their direct investment fund that I was heavily invested in and forced me to sell my shares. Resulted in a large capital and with no means to carry forward my tax loss into future years. No interest… Read more

whatsoever in providing any reasonable level of compensation. Fund trustee smply stated they were permitted to do so as that was in their T&Cs. Avoid at all cost.

I am 71. I did a six week contract and then tried to close the account. Two months of multiple phone calls where nothing is achieved. Cannot get onto Member Online since upgrade and 4 people from NGS Super can’t get me on either. No email address… Read more

for a company is ludicrous. Sent documents by Aus Post. Not received. Since then everything has been done by registered post so NGS Super cannot say they haven’t received what I’ve sent. Complaint registered and in their “email” they said they’d keep me updated. Heard nothing since. Meanwhile my pathetic amount of money keeps getting admin fees taken out. Next step for me is AFCA complaint. I feel sorry for the call centre people having to take all the complaints. Not their fault. If I ever decide to work again and the school says they use NGS Super I will refuse the job. It would be a deal breaker for me. I’ve had accounts with ESSE Super, VIC Super and Aware Super. They all work like efficient, organised businesses, not like this mob. Atrocious!!!

I have been a member of NGS for many years. I am now impacted by a 5-week change of admissions, where request to withdraw forms have to be posted rather than emailed. We live in a remote area so getting to a post office isn't easy. It's 2025 and the Team Leader expects me to accept that there is no email address available, despite the fact that my… Read more

request to withdraw is unexpected and urgent. I went to leave my review and noticed that the overall rating for NGS is 1 star. I am not surprised - the worst service I have experienced. I feel sorry for the staff in the call centre who are all very nice - I am sorry that I can't say the same for the Team Leader. Zero empathy and zero help.

Attempted a rollover [ out of NGS ], ATO did not verify a detail. By law, NGS are required to contact you within 10 days to help facilitate the rollover. Had to contact them. I then contacted the ATO who verified all details and told me that NGS can… Read more

see the verification in their system and should complete the rollover. NGS did not. In fact, 5 days after the ATO had verified my rollover, NGS sent a message via the superfund ESA [ electronic service address ] saying my rollover had been declined. This is a full 5 days after the ATO had given the rollover the green light. So I repeated the rollover request and the ATO approved it again but this time an email from an unkown 3rd party arrives, asking for a copy of my bank statement. A totally unrelated party. Not NGS, not the ATO. Contacted NGS, yes NGS uses a 3rd party to do the rollovers. NGS is a pathetic company to deal with, no wonder they were hacked a few years back as no one working there seems to know who does what and how to facilitate anything and fund member details are shared with entities outside the fund. Avoid this mob at all costs.

Been trying to withdraw my small balance for nearly a month. NGS seem to be stalling paying me my money. Requests for more information sent by mail takes forever (2 weeks mail from Melbourne to QLD) and once replied to takes over a week to be received. Beware. I don’t trust NGS.

Absolutely disgraceful super fund. I’ve had a severe financial hardship claim approved 2 weeks ago and have yet to pay me my funds. They don’t return calls, emails and generally are a bunch of frauds. Excuses galore.

Poor service – Tried to close my account- only a small amount which was being eaten up by fees. However, unlike the smooth, efficient process with Unisuper, NGS made it very difficult and, unlike Unisuper claimed they could not verify identification electronically .

Extremely poor service – Extremely poor service never call back. Have low fees as they don't ring back EVER. Lodged a complaint totally whitewashed with the answer. Just excuses and zero accountability. Would not recommend or use. Remember they will NEVER call back. 40 odd years working in financial services have never been treated with such disrespect and disregard. DO NOT USE THEM They will only use you

Dysfunctional at best, Deceptive at worst – Either this fund is the most disorganised organisation that has ever existed or it’s deliberately designed to make it extremely difficult for members to access their funds. Every time my partner and I have attempted to access to our funds we have been run ragged with forms and calls and essentially have had to threaten legal action to get anything done. Avoid, avoid, avoid. Show details

Disappointed Customer – Made Investment changes ... but not reflected on my account.Called and was informed that someone would call..still waiting...it's not portraying my changed Investment request....which still reads as Future Investments....can someone please respond...good at deducting money promptly ...but not responding or disregarding my queries....Disappointing and unreliable service and feeling deceived by my fund -now on the eve of my retirement.

Appalling customer service – I am up to my 5th attempt to obtain online access to my account . After incredibly long waits, the call center staff have variously told me that (1) the request is being processed, (2) we sent you a PIN to your email address (they quoted an email address that WASN'T MINE, (3) we will telephone you with a PIN, (4) we don't give out PIN's over the… Read more

phone, (5) your request is being considered by our admin team. each time I would get the call center staff to check their/my records, email, postal address, etc., and each time their were errors made that I had to get them to rectify. The operators were saying things like, 'I can see that the changes were made, but it looks like they weren't uploaded'.

After the 4th attempt I asked to speak with a supervisor. The staff member agreed and then put me on hold. After 30 minutes the line went dead.

I am desperately worried about how I am going to get my money out. I have a really bad feeling that there is something wrong with this fund.

Can't wait to take my money out – Been with them too long and have gone backwards please don't waste your time dealing with them

Terrible – I work in finance and can honestly say that NGS is one of the worst. Am surprised they are still operating, they need to be shut down and someone suitable takeover.

Get me out of this fund!! – Member of the fund of the fund for 25 years. They sent through their regular newsletters and updates, had reasonably affordable insurance options when compared with others. I made a personal contribution before the end of the financial year to try and reduce my tax payable. NGS instead that the contribution was not received until the following… Read more

financial year. They kept referring all complaints and questions to the trustee of the fund. Some holier than though heavenly body that I was not able to talk to. I received an email telling me the trustee will take 60 days to make a decision. I asked if someone from the trustee could call me and discuss the matter and they assured me they would.

No call ever came. A decision from on high was handed down with no good explanation of why? After a long and frustrating 4 month battle for information and communication I left the fund.

Just a word of warning for others, it is possible to transport your life insurance cover when you move funds. Check out how to do this before making the move!!

Atrocious Customer Service – Have been attempting to have funds transferred from NGS to an SMSF for 6mths, but continue to be met with bloody minded bureaucracy. At first we were told our postal address didn't match their records, and were asked to furnish proof of address - never mind that our residential address had been unchanged for 30 years, or that the funds were to be… Read more

transferred to a bank account not sent in the mail. We were then told the application had lapsed and had to be resubmitted. Then the proof of ID wasn't sufficiently clear, and had to be re-sent, then it had to be certified despite the instructions saying only ..."if you are requesting a cash payment". We were told things were required because "... it was the law..", but when challenged that was changed to "those are our rules".

NGS = 'Not Good Service' – I closed an NGS Super account. NGS received a late payment from a casual employer. they had all my details from the closed account. instead of returning the payment to the contributing employer noting 'Account Closed' NGS opened a second account. this happened again when another employer updated their system. I had no control over these payments.… Read more

a third account was opened in my name. Each time insurance fees were deducted for insurance for which I was not eligible. I became aware of this when 'Welcome' letters arrived from NGS. Common sense did not prevail. It has been over 11 months and NGS has finally repaid my contributions ONLY because I opened a complaint with AFCA (Australian Financial Complaints Authority) 'NGS = Not Good Service' in my mind.