TWUSUPER

This super provider is up there with worst I have been with, I have reached 65 and need to access super after losing family member recently, sent withdrawal form along with certified id 5days ago by express post only to be told they haven't received which I know this was delivered to their box, they are so hard to get hold of on phone and take so… Read more

long to reply to emails if at all, extremely disappointed with their non service and ignorance, Stay away use another company maybe Australian super, these people don't care..

Only gave 4 stars because NO ONE gets 5. TBH Ive never had a problem with TWU Super. I took money out to pay off my house money arrived within a week. Transferred over to Team Super was again not a problem as all the details remained the same. I’ve yet to try transferring money out (at 66 years old) but I’m not expecting any problems.

Team super Previously known as TWU super Whatever you do avoid these people like the plague they may change their name but they still treat people like something you step in running through a paddock I had completed almost all the paperwork for TWU super to access my super and for my disability that I now have After. I got injured at work and now… Read more

that they have changed their name to team super all that paperwork is now invalid and I’m told I have to start all over again. We live in the outback and Team Super does not accept Docco sign meaning we have to drive hundreds of kilometres to town to do paperwork just because they changed their name. Team super / TWU super same people same mean heartless people But I’m finding the treatment is even worse now

TWU won't give me my money – Trying to withdraw my super, jumped through all the hoops, but still waiting. Supposed to take 4-5 business days after receiving the withdrawal forms. 11 business days in, and countless phone calls, to be told today they haven't even started on it. Confirmed that i have provided all necessary information and can't understand why it hasn't been… Read more

done. Now they'll look into it and get back to me in 5 days. Then possible another 5 days to receive my money. So we're potentially looking at 20 business days to get my money after they receive my application. So 5 business days turn into around 1 month. Funny how they were never late taking their fees and charges out. Never again, advise everyone to roll your super into another provider.

don't trustthem – Absolutely bullshut. Got screwed around for months on a roster change causing me to be underpaid and not get working grade upgrade but still work it.Just so they can fill leave and twu wouldn't do athing Then have a week of annual leave taken off me without knowing and wont fight it . So screw twu why am I paying yu.

Horrible company – My husband was with TWU and died over a year ago from a heart attack. I have had the claim in with them for a year now for the death benefit and the whole experience has been terrible. The case manager won’t talk to me or return calls, the only people who will discuss the claim is the call centre employees who have to read the file to give me… Read more

updates. They can’t give me answers though. Horrible experience when you are grieving and in need of the funds to support your children.

Annoyed – Absolutely disgusting there performance many bad reviews,jumped hurdles for these maggots for 2yrs for a deceased members measly $7500 ,I’m embarrassed to be part of this fund as a truck driver for 30yrs as my father was,I will certainly be changing funds once I receive the money how can a fund still operate this way and not be shut down ,what is the ombudsman doing for god sake 1000s must of complained shut them down for god sake

Worst Company Ever!!!! – My dad was in this Super company for over 30 years. He died of cancer in February, they knew and were informed by us and our lawyers prior to his death and after he passed away. They didn't even acknowledge anyone's emails and they wouldn't answer any calls for months. Numerous days we sat on hold for almost 8 hours just waiting to speak to… Read more

someone. Meanwhile, my mum who was the primary benefactor on all the paperwork TWU had and on his Will. She was struggling to pay her mortgage - after 40 + years of sharing the load to go to a single income with ever rising interest rates is hard enough let alone dealing with losing her partner of 43 years - then she had these jokers on top not responding to anything. We helped her as much as we could but it's hard for everyone right now.

When these jokers FINALLY responded - they stated that the hold up was that myself or my brother was not going to claim his money. We had signed stat decs stating that the money was Mums and we didn't want it which was all sent to them with his death certificate and application. They denied that they had received the stat decs, yet had received everything else which were all scanned in the same document. Makes sense, right? So then they claimed that we needed to tell them verbally.. which they could of called us when they had all of our numbers.

The saga continued for another 4 months with no communication unless it was instigated by us or the lawyers. Mum finally got Dad's money at the end of October only after being threatened that we were going to take this to Ombudsman.

We could have understood things a bit more if TWU were adequate in their communication. I work in customer service and I would have been fired if I offered the same as what we were given.

Absolutely disgraceful company. Avoid at ALL costs. If you have your Super with them, take it and run!! The team that deals with super after someone has died has absolutely no compassion for grieving families. Horrible, horrible, horrible.

Totally Dumbfounded – After an unfortunate work injury I had no choice but to lodge a tpd claim ( so glad ) I chose legal representation after reading other peoples reviews, Still what a journey with what seemed like endless waiting even after a successful claim has taken place, it's like they throw every obstacle at you to steer you off course so they keep your… Read more

money as long as possible, and invest it in places you never asked them to or where notified about and when they can't string it on any longer they send an old school cheque to slow things down somemore, outdated procedures are crazy and two business days between every contact made to get an answer also will not communicate via email as they state they need to do a security check the list goes on, it's like a massive weight has been lifted off my chest knowing I'm out and will never have to go through this again, I was forced into the fund through my ex employer if I knew then what I know now, I wouldn't have taken the job and would of remained using another fund.

Oh my God – Been in this super fund for 3 years. Downloaded an account activity statement to check my super and it showed no earnings. I called them to ask how much has this account earned in the last 3 years and was told that it could not be answered simiply. Asked why not and was told that the yearly statement amounts would have to be added up and that an… Read more

economics degree was necessary to do this. 3 figures need to be added on a calculator. Finally got those 3 figures, after 20 mins of excuses, added them up in my head and discovered that on a balance of almost 80k I have paid almost twice the amount in tax than I have earned over the 3 years. I have read many reviews and comments before this review and believe them to be still valid and looks like this company does not want to learn to be better.

TWU… Worst of the worst! – Absolutely horrible superannuation company! The worst to non existent customer service… they don’t care about you or your account!! I’ve moved on but can’t believe the drama it took and constant disappointment from so many different times I’ve tired to get my account sorted. Why they still exist is beyond me but anyone with a inch of sense will… Read more

run not walk away from them altogether.. don’t know if there’s another company worse but if there is they belong in a bin like this rotten mob!

In my experience – I have looked at all the reviews and over the years I have heard many negative things about TWU super as well as having many discussions with members. I think in this industry is full of peoples who's cup is half empty. In my experience there performance is no that far behind some of the better performing funds and there costumer service has been excellent, and no I don't work for them. Show details

Makes no money – This superannuation fund need to be outlawed. Just got a statement We paid more in fees and lost investments over past 12 months than was deposited into my husbands superannuation. Definitely leaving twu. I’m with hesta so much better fees and you actually see your super increasing not twu you make nothing and the fees are horrendous TWU after years goodbye

Getting Paid when someone dies??????? – How can you take out a death benefit then have to wait?? My partner died after heart surgery. The coroner is still doing an investigation as it was after surgery. Claiming is a difficult process and because his current death certificate says cause of death - to be determined by coroner, they wont pay !!!! I have to wait and this could take 6 to… Read more

12 months. I will be homeless by Dec. There communication and explanations on forms is a joke. 2 weeks to reply to an email. I would not recommend them and ???? whoever the insurance co they use is not known.....

STAY AWAY FROM TWU – If I could give them a “0” I would, worked at Toll Group Tullamarine, all I can say is stay away they are a bunch of bullies and scammers, truck drivers are cared for everyone else who cares.

Absolutely useless – Called to get my membership number. Can’t provide it. Will be pulling out. They forget it’s not their money. Transfer to another fund. Will get out as soon as I can.

INSURANCE Was Cancelled with no Authority – INSURANCE Was Cancelled with no Authority....... I have been with TWU super for over 15 years. My insurance was cancelled and I noticed it within 2 months that it was cancelled. I was promised it will be reinstated in 2017. I was advised not to get new insurance as it is Within the two months period and again it will be reinstated. It has now… Read more

been 3.5 years. I have been calling since 2017 2018 2019 and 2020 with just lies and lies. Just going in circles. I have been waiting for 3 and a half years and just laughed at. July 2020 now the trusties office is onto it and I am waiting for outcome. I Will give it 0 stars my previous review was deleted and the page was gone. Half of the call centre all more knows me by calling everyday. 0 stars

making life more difficult for all australians – July 1st lodged a early release of super with twu, 5th July granted now its 27th july with no funds transferred with 2 attempts calling them in between, one with a lie saying it has been processed another by giving a false email address during this hard time they should be helping fellow Australians not making life more difficult, i advise all Australians to stay well clear from these mob

SUPER WITHDRAWAL – I have read the other reviews on here. Answering the phone quicker is an issue TWU needs to definitely address. However, no one has mentioned that millions of people are accessing their super early which means that all superfunds are overwhelmed at present with claims. People need to understand that it takes TIME to process such an influx of claims.

Would give 0 stars if I could – Absolutely no communication. The second covid early release so far has taken 3 weeks and still haven't even processed it yet but previous calls told me they have. They will happily tell you what you want to hear without looking into anything. Very disappointing considering we trust these people with our future retirement.

Answer your phone!!!!!! – Why was the first super early release so easy to get, and now you don’t want to answer my phone calls or even just a general enquiry! And I have requested a call back and still nothing. Very unprofessional!

Report to afca ASAP – 16 days after ATO approval and still ignoring every attempt to communicate. sent complaint into afca, and reported to ATO. there is no excuse to hang up on someone whose been on hold for hours

Still Waiting – It's been more than 14 days and yet delays of funds transfer..What the hecks going on when you guys say 5-10 days.!! SERIOUSLY!! Calls and emails sent,but still NO response....Ridiculous if you ask me:(

covid delay tactics – 17 days after approval from ato and nothing, managed to make contact with twu who then stated we need to verify your identity, i said really there wasn't an issue with the first release and my details remain the same, was told to send verified copy of id to postal address and am not able to send via email, its an obvious delay tactic which will… Read more

cost the fund in the long run, once funds have cleared super will be transferred out and never to return to TWU SUPER ever again.

super – not happy been ringing 18 days now and i still cant get someone pick up the phone i have been with the twu are long time everyone getting ther money from there super the ato said me to ring use i have for 3days now

customer service is terrible – been two days no one answers the phone line, longest i was on call waiting for three hours and then it hangsup! wont reply to emails, im trying to get early release of my super 8 days after approval i get a email that i nearly missed in my junkmail saying i have to provide more proof of identification! still no reply to my calls or email in… Read more

regards to where im meat to send this information off too and if i dont do it within 10 days my application will be scrapped! This is a joke! im going to be changing super funds after this! if i have to listern to this flute play on call waiting for another minute im going to loose my crap!!!! "TWUSUPER GET YOUR'E CRAP TOGETHER!"

won’t answer phone calls – waiting for early release of super nothing yet not very professional been waiting 17days since ato has approved i have made multiple phone calls but have made no contact going to have too change supers

Wont pay out my early release super and wont answer calls – This company must be broke! What a scam its been 17 days and still no response phone lines are jammed what a joke. I will be changing funds asap well thats if l ever get them

Answer your phone Mate! – Criminals . This lot are a bunch of idiots. I am naming and shaming . [name removed] is a complaints manager with apparently no computer or access to files ?! Call him on [contact details removed] or email a formal complaint too: twusuper.secretariat@mercer.com. They won’t reply to your email, so call AFCA and get them to chase it for you. Where… Read more

is my super covid early release funds? It’s been more than 10 business days! Stop avoiding people and paying [name removed] to make excuses! hire temps so you can process faster ...just a though!

My biggest mistake is to be with TWU super. very dishonest – Please be careful specially releasing my early super due to COVID has been a nightmare. I have been waiting from April till today. Am very suspicious of them. You know.. very untrustworthy company.

TWUSUPER FUND , a continuous fight to obtain your funds , your money – 4 weeks latter I am still fighting to obtain my early release from TWUSUPER and still no closer there response is disgusting , the service dismal , response is non existing , they had made arrangements for a phone hook up to sort my account , I knocked a $1500 job to make sure i was in range to finalise this , nothing , two hours past hook up time… Read more

still nothing , I rang them about it all sorry apologetic but not apologetic to pay the $1500 lost , nor the $10.000 required by ATO for the early release , the fight continues ............the person answering in the call centre can identify you by asking 3 questions , tell me every thing about my account , as the fund is happy he has identified me , but not identified enough to pay the money , they require a photo of me holding my licence , really , how could that not go wrong in the wrong hands , considering the amount of foreign workers in the control team all working from home on their personal computers that the whole of the family has access too , I can not see my details being used all over India to access loans in my name , with draw money from your account .....

Worst superfund dont use them at all – Worst company was made redundant applied for early super released ato approved was told funds were released on the 30th April, never received called up everyday and they did nothing to help blamed the bank and ato for wrong account details which they have the correct details bank said they couldnt find anything anywhere.... They asked for id and… Read more

bank statements which I sent never had any reply...Every time I call up the story changes I will be informing ato as I believe they need to be audited and I havent received my still......I waited the 10days and 4 weeks after that still waiting...Asked for managers never available, no complaints department, looked up the current ceo and they say thats not there ceo I ask who is they dont no!!!..I will be laying a complaint with ato and I believe they need an audit because its very dodgey how they are

Nearly 1 Month still waiting Super release approved by ATO – Approved by ATO 27th April for release of funds re covid-emergency. Was told incorrect DOB in system, required proof of ID to authorise change to release funds (A work colleague's wife was able to email authorisation for husband's name change via email). Arranged urgent delivery of filled auth. form. Wed 6th May told waiting timeframe 5-8… Read more

working days to receive & update DOB (proof of delivery was 1st May). Two weeks on, 14th May told another timeframe 5-8 working days for process (to deposit into account). May 23rd still nothing. So much crap, no legal merit to hold back funds. When I requested to speak to a Manager/Supervisor, told none available would get one to call back, no call received. Feel helpless as I don't know where to go from here or escalate to anyone, delay tactics. Was told my case was in escalation, yet feel keep getting the run-around, still no call from anyone in charge. Disappointed to know I'm not the only one with the same problem. Company management, customer service etc, definitely needs investigating. Unhappy customer, will give formal complaint & now seek legal advice!

Still waiting – I was approved for the early super release on the 24 of April by the ato, I waited 10 business days 2 weeks did not get any reply from twu on the 11th day I receive an email saying my super account does not exist from twu super. I call twu super up to check what was going on. Was told they didn’t send me the email and my request for the early… Read more

release is being processed and and now my super account is going to be investigated, and it’s may 20th now and I still haven’t received my money. Almost a month and every time I call up to check same answer it’s being processed and investigated. This is so frustrating as I have bills and loans to pay and I really need the money.

These guys are absolutely terrible – What sort of company will allow their client to give verbal authority to their family and friends but not a financial adviser? That doesn't make any sense to me, a financial adviser is the most qualified to deal with super and yet you allow family and friends access but not a FA. RUBBISH