Prime Super

WARNING!!!!! DO NOT, I REPEAT DO NOT INVEST YOUR MONEY WITH THIS LOT. 1st up, they sent me 2 account numbers. I registered with one then they tell it's closed. I didn't close it. The 2nd one, which was supposed to be the actual one wouldn't register. My job put in over $100... it's nowhere to be seen. They've stolen it. The admin sucks. They talk… Read more

over the top of you. They put in my birthdate wrong and to change it I've got to print out paper work, run around finding someone to verify that it's me, get and declare a stat dec. Really, they're full of cr#p. Don't trust your money with them.

4 months ago put in for change of name sent all my id plus extra , police clearance ,statutory declaration, licence sighted and sign by police like asked that was meant to be the last id.they need after 4 months still not sorted ,I understand that you need to be certain it's me but the amount of id I have sent is ridiculous Very disappointing.

Kids working at McDonald’s could teach this company a thing or to . I had been played for a fool for financial hardship for 4 months . Gave them everything they required and more than they needed , they then ghosted me . I think I forgot to tell… Read more

them my shoe size fair enough. Feed up with dealing with a company that couldn’t organise a chook raffle . I then opened up another super account with colonial super. I then receive an email from the one and only PRIME What super needing my photo copy ID again signed by a [Name Removed] mind you I sent it in with my hardship form so I called them and asked could you use the one you rejected form my other form was told yea fine . Another month goes by PRIME What super rejects my new super company about 4 times . PRIME What super then terminate s me thank Christ but releases it to the ato . I hope my review saves a few people from getting scammed by these people . I understand why the manger's crap themselves to talk to their customers

I have asked Prime Super to close my Account and put my money into my Bank Account, Sent emails over a couple of months with my details Prime keep asking for more details. My opinion is Prime Super are the worsted to deal with.

My wife & I have been members for many years and have found Prime to be totally Professional in all manner of dealings.

Prime super are awful to deal with. They refuse to allow me to roll over my funds to a smsf citing mistakes on a form that are incorrect. The ATO tell me to call and explain the facts, prime say the opposite. Stuck in a Vortex and can’t get a resolution. Then they cancel my insurance via email. These people act like the money is theirs

Refuse to pay genuine claims and make it near impossible to close your account with them. DO NOT CHOOSE PRIME SUPER!

I have been Given my TPD claim from TAL insurance, that was paid into my Super fund now I'm finding that I'm having to jump through hoops just to access my insurance money, I have all the certificates I needed given to the insurance agency, I am currently a spinal injury patient in a wheelchair and cannot work in any capacity of industry I… Read more

usually worked in, regardless of these things you still want more proof to release my funds to me I am fed up with your round in circles ways, from what I can see you are keeping my fund in your account to gain interest for your own benefit, I'm am in the process of taking this Matter public and beyond as I have many friends and people that are in the farming- rural workforce that would like to know how you treat your clients I didn't ask to become injured but yet I still feel as though I am being victimised buy this company, this is just the start of my proceedings I have now sort legal advice from a very respected firm .

I have had a very frustrating experience with prime super, I am trying to sort out my late fathers super and it’s coming up to a year and still no update on the progress of the super. It’s been with the trustee for Almost 3 months. And it took so long to progress to the trustee as I didn’t receive updates on what paper work was missing,… Read more

beneficiaries weren’t clear on forms and there was such a delay to any quarries made, I never received a clear upstanding of what it means to be both the legal representative and beneficiary of the super. When I call the phone was very rarely manned, call back is days later and often the different time zones aren’t taken into consideration, the calls are difficult to hear and muffled, or their computer system is not working to access information. Emails go unanswered for weeks on end. I am still waiting for an update, after a week of calling and leaving emails I have had two call back from people that either aren’t involved in the death benefit team or part of the team but can’t give me any update as its still sitting with the trustee. I am unable to speak with anyone in the trustee so just going around in circles.

Clear communication would have gone a long way, verbally and on updates on what is expected or missing. A clear idea of a time frame on how long the death claim benefit should take should be made known so we can prepare ourselves for this drawn out process. It’s a very difficult time losing someone and emotionally draining, prime super has exaggerated this.

These people have an answering service so the only way you can talk to them is when they call you back, usually a 48hr turn around. But if you miss that call you have to start again. They are very slow to release your funds, they hold onto your funds like they own it. Steer clear!

Prime Super-Complete Customer Disservice – Prime Super is an 'institutional' super fund which lists itself as a "profit-to-members" superannuation fund, to which they add they "do not pay any profit to shareholders". Sounds good, as does what they say about themselves on their website, but the reality when trying to move your money to a self-managed super fund, to achieve better than the… Read more

mediocre results they achieved over the last 12 months, despite their claim that they beat the average performance of other funds, has been both deceitful and disastrous from a customer service perspective. Their property option lost money for the last 5 years, and this last year lost 10.53%. While their international shares option returned their top result of 17.99%, the average of international shares for the year was up higher at 21.5%. To endeavour to get better results, we established a self managed super fund, researched the process of what Prime needed to effect a rollover, and sent all required documentation (ID Proof, bank account details of the new smsf, ESA details) and the request on their own rollover form, signed by their member, to them via our financial advisers. Then the Prime 'retention' process started. No acknowledgement of the request at all. According to superannuation law, all funds have no more than three days to effect a rollover once they receive a fully documented request. We gave them over a week and our Adviser followed the request up by phone. They were then told, after the usual long wait in a 'customer service'(?) queue, that Prime would not talk to them as they held no authority from the member to allow that. Excuse one - security-? OK-fair enough. Our Advisers sent them a signed Authority form. No communication again for a week, then an email was received by our Advisers telling them the Authority they sent was not accepted, as it was signed more than three months ago. The member then rang them and instructed them to do the rollover, that he had authorised the Adviser to talk with them and emailed them the request and all the forms all over again so they would do the rollover. They told him they could not do the rollover and he would have to do it himself online via his MyGov account. That option was explored with our Advisers and found to be impossible. An external individual cannot take money out of Prime's account - how could they? An ATO publication clearly states an ATO form could be completed online and sent to the ATO and Prime, OR a formal request from the member could be sent to Prime to require the rollover. The latter had now been done twice. Still no response. Our Advisers rang again to see why the were neither doing the rollover nor responding to repeated requests. They were again told Prime would not discuss it with them as they held no Authority to do so, after being sent an Authority signed by the member and a phone call. The Advisers then saw there was nothing else to do but lodge a formal complaint, which was promptly done. This however was just what Prime wanted. Having already broken a law which required them to effect a rollover for which they were now weeks over time, they could now hide behind the time frames required for a formal complaint. I.e: They were using one law to obtain even longer non-compliance with another. They were legally required to respond to the complaint with one week. All we got AFTER not one week, but two, was that they now had 45 days to give us their answer to our compliant, but if we were not satisfied with their response, we could then take our complaint to AFCA (Australian Financial Complaints Authority). We rang AFCA who informed us that we had to firt deal fully with Prime until they made a decision with which we might not be happy. They also advised AFCA examining and getting to a determination of such a complaint would take at least two months, in which time PRIME did not have to do anything about responding to the complaint. It should be noted that the longer a super fund can hold onto a member's money, the more fees they can charge and the more money they make. Financial Services Laws also require that any Financial services licensee (which Prime IS required to hold) must put the 'Best Interests' of their clients before their own. Prime has therefore so far ignored the three day limit, the seven day limit for acknowledging a complaint, and the Best Interests requirement, and are now trying to hide behind a law about time frames for a complaint. They were deceptive in advising the member he had to do the rollover himself online, when the ATO clearly requires super funds to do a rollover themselves if they receive a request from a member. With returns better than some other super funds but below overall market averages, deceptive advice to a member, ignoring of at least two important legislated requirements to give up the member's money, and abysmal customer service, why would anyone want to use this super fund?

Serial pests – I don't even have a super account with these people but they continue to spam me with unwanted text messages. I've emailed, called and unsubscribed at least 6 times but continue to get them. No way of blocking the number either. Absolutele pests. Don't know how you got my number

Hopeless – Have retired , applied for my super 07/01/2024 they said withdrawal form was lost so I sent another form , 14/01/2024 , also lost, so i sent another via registered post 22/01/2024 was told 2 weeks later they needed form to be resent so I sent it via registered post again.It's been over 5 weeks since original form was sent still waiting. Show details

Absolutely hopeless – I applied for a benefit payment which should only take 5 days to process, when I rang to confirm what was going on as it hadn't been paid I was told by the customer service agent Jarred it had been processed 2 days ago, then I received an email the following day saying it had been just processed. The customer service agent wouldn't provide me a… Read more

transcript of the call as it would prove him wrong, he offered no assistance at all. I cannot recommend a company that lies.

Prime Super - I would not trust them with any of my clients' money – Prime Super is, by far, the worst super fund I have ever had the displeasure of dealing with. I am a financial planner that runs my own business. I'm not aligned with any financial institution, so can deal with and recommend any super fund for my clients. I have dealt with 100's of super funds over the past 15 years. None of them come close to the… Read more

appalling service and processes of Prime Super. Simple tasks take weeks, if not months, to get completed. The same tasks take a week, at the longest, with most other funds. There are plenty of funds with lower fees and better performance, so why anyone would put up with the frustration and incompetence of Prime, I don't know. I would not trust them with any of my clients' money and would certainly not recommend them to anyone. Judging by the other reviews here, I can at least say they are consistent.

The bad reviews correct.....lost $460...Super completely gone – At one stage had $460 then over 2 years seemed to drop ball, massive fees no explanation..account then so low ATO transferred to another. Horrified that this was offered to people as an option for rural workers

The only reason they have customers is because it's so difficult to leave – Prime super is a sub par fund with their entire business model based around leaving being more painful than staying. Not only does the form to withdraw your fund not exist on the website but you must call them to have it not sent to you on the first occasion. Once you submit the form they tell you that it is unacceptable as you've not provided… Read more

evidence of your identity despite having multiple times previously provided evidence of your identity. Certain forms were deemed invalid despite being valid for other financial institutions and even the courts. Skip the middle man, put your money in a pile light it on fire and watch it burn, for an even closer experience to prime super make sure you build that pile on your face before setting it alight.

DO NOT TRUST – Couldn't be any worse, stealing money from my account as investment losses but their statements say they have made good returns. They haven't paid me any returns in 12 months. I have tried contacting them about it Just got a generic response and then nothing I will be looking to take legal action. DO NOT TRUST PRIME SUPER ! After being with the Fund well over 10 years you would expect better. Also fees and charges are terrible !

Great customer service, decent returns – I don't understand how the poor reviews on this website can be genuine, my experience of Prime Super is diametrically opposite to those reviews. I was a member of Combined Fund for over 10 years, and switched to Prime Super when the two funds merged about two years ago. The administration of the merger was a little untidy from the Combined Fund… Read more

end but Prime Super fixed that. My experience has been that Prime Super has at all times worked hard to provide good, practical customer service, and has succeeded. If I ring my service representative he ALWAYS either answers personally or rings back promptly. He has all the numbers and procedures at his fingertips, and always follows through on questions I raise - there has never been a matter he has not chased down to completion. Investment returns are decent and customer communication works pretty well. My wife opened an account with them on my recommendation, and the process was easy and quick.

Inept, overly complicated processes – Been with them for nearly 10 years. They lost thousands through a clerical error on their behalf. Somehow have my birthdate wrong and can't change it without a stat dec. I think it will be easier to just change funds

THIEVES empowered by the Australian Government – Administratively understaffed obviously, unable to accurately and timely set up new funds, automatically applied for and withdrew insurances without my permission, and they also have an inability to communicate online or via mail. I trusted a company I worked for (Searson Buck) to guide me believing I could trust their partners would carefully… Read more

manage my portfolio. I never received a statement until I applied for fund transfer via the ATO, then the final statement arrived leaving me with nothing. White-collar crime at it's best.

I would never use Prime Super if I had a choice – I am a financial adviser. I have my own advice licence so I can look after my clients properly and deal with any super fund on their behalf. In my dealings with super funds I have found that Prime Super is absolutely the worst fund to deal with. Their computer system never works and instead of them fixing the computer system we have to resort to… Read more

paper and writing letters like we did 20 years ago. The managers never return calls and are rude. The staff do not know how to handle most enquiries and have to speak to someone else who will never speak to you directly. I have tied raising this with Prime and asked for the head of their product team to contact me or the head of their customer support team but they have never called me and spoken to me. They make dealing with them very hard and don't seem to care. I would never recommend this super fund to anyone and only continue to use this fund because I am supporting my client.

Very bad super company – I don't understand why they force me to correct a mistake which was not made by me. Their fund is given by name but not tax file number. They never be helpful. They want to take money from their clients. Therefore I am writing a bad review there. They still kept my 250 dollars.

Very disappointed – Very disappointed in Prime supers service, will not follow through on any requests even if the ‘relevant forms’ have been sent in multiple times. Will never recommend this super fund to anyone.

Inefficient – Very slow to process rollover requests. High fees and inadequate insurance cover. Steer clear of this fund, plenty of other options in the market place.

No written advice stating your fund will go to a zero balance ( very high fees and charges make the – My son had Super with Prime Super. He is now deceased and I'm his Estate Administrator with a Grant from the Supreme Court to manage his estate. When he was still alive he had worked for 5 months and had a balance of around $300 with Prime Super. 6 months after leaving the fund for a different employer/fund his account balance was $0 - All eaten… Read more

up in fees and charges.

Most reputable Super funds have a policy of transferring small amounts to Australias Unclaimed Super Funds (amounts less than $1500 ) They send a letter to the fund member explaining they will do this after waiting 30 days- WE RECEIVED NO SUCH LETTER-

My conclusion is this is not a company I would recommend.

Good idea to steer clear – Totally agree with the fees slowly taking your funds. All is good until you find yourself out of work and no super payments going in and their fees slowly suck the life out of your hard earned money. Cannot understand why super isn't better controlled by the Government. They forced us all into it and now leave us floundering with no backup and the super funds just get richer.

Worst super fund to deal with – I have been dealing with them for over six months after my dad has passed away and still not closer to getting this resolved. No communication what so ever to let me know where the account is at, they say they have sent things in the mail that never turn up. This has been the hardest thing ever to go through loosing my father and they have made this process 100% worse the stress it has caused and they don't care they keep making things harder.

Easy to work with – Prime Super was great when we accessed funds under hardship in 2005, there were no problems and everything settled just fine within a reasonable time. I thoroughly recommend Prime as a great super fund and indeed a pleasure to work with.

Terrible superannuation fund – Fees are way too high, they're just stealing your money in exchange to poor service. They won't accept digital documents for refund forms, they will process the application as slow as possible to steal more money from your fund by charging high monthly fees. You are better off choosing a different superannuation company. Expensive, poor service.

Terrible – unhelpful over phone.don't follow-up on requests for info.i am so disappointed and feel totally ripped off.phone girl said that statements had been sent out and then returned to prime.bull-the statements were never sent.i thought super funds were protected by government to prevent them eroding away via fees so one always keeps a minimum of… Read more

$1000.there is only $400 left.i worked hard in the desert to earn that money and it represented a lot.it would have been safer in a saving bank!

no statements.said they had.said my account was a lost fund.fund eaten away with high fees.