AustralianSuper Reviews 

Stay away, I'm moving after 10+ years with them. Their slow processing times and delays in crediting your super account when you make contributions is crazy. They have costs me over $2K+ in additional tax in one year alone and even more is lost investment returns. Beware! They don't disclose the true cost of their poor business processes and the impact it has on your money.

An awful and unprofessional company to deal with - no customer service. Incompetent staff. I have been trying to rollover my superannuation to a SMSF for months now and it is still not done. I have gone back and forth submitting documents. It takes them over a week to respond to any query, and if you phone the customer service agents are essentially useless. Will be filing a formal complaint with the Australian Financial Complaints Authority (AFCA) to resolve

Based on the information provided on the AustralianSuper website I retired from work on 26/05/23 and submitted a partial withdrawal on 28/05/23. As we are building a house and part of the lump sum is to pay the builder. On 30/05/23 AustSuper asked for clarification which was provided the same day. Since the 30/05/23 AustSuper has not initiated any updates I rang multiple times to seek updates last week I was told it would be paid late last week and in my account earlier this week well nothing. This week spoke to an operator they could not give me any update I asked for an escalation but they never lodged it. I spoke to a supervisor on 13/06/23 and they assured me they had escalated it and it would be paid the morning of 14/06/23 nothing occurred. Spoke to another supervisor in the arvo of 14/06/23 and they assured me they would escalate it. Rang this morning 15/06/23 all the operator could tell me was it had a quality check done yesterday and that I would get it sometime next week. Today is 15/06/23 I lodged the partial withdrawal on 28/05/23 it has been 12 business days since AustSuper asked for clarification and from my contact with them this morning it appears it will be in excess of 14 business days before I get my lump sum.

Below is from the AustSuper website I have had no contact initiated from AustSuper since 30/05/23.
"We are currently experiencing a high volume of requests. It may take up to 10 business days to assess your withdrawal which we will confirm by letter. If you’ve provided your mobile number, you'll receive an SMS when a payment is made to your bank account."

Since transferring to Australian Super I have had incredible difficulty accessing and withdrawal of my funds. Their system seems to be designed to prevent you accessing your money. Numerous requests to provide further documentation after being assured by numerous 'Team Members' that they would 'expedite' the claim and nothing further was required! Finally called by Anthony from the 'Complaints Department' on 02/06/2023 and assurance that nothing further was required and would be paid in that day or 05/06/2023 I received an email requesting 'a Selfie with ID'. I would advise people to not get involved with this unbelievably difficult to deal with company.

Stay away from the Income Insurance its a disgrace in how they treat you after many calls and submitting my documents twice, and not to mention 6 months to wait to be told in my application at the start in the fine print you are not covered for this... Total disguising company, no compassion or care. I have canceled it and will more my super. Their customer service is worse than anything I have ever come across, not to mention you have to wait on hold for over an hour every time you call and the case manager NEVER calls you back. It's a joke. I hope I help just one person if you are thinking about joining with them.

Trying to rollover funds out to SMSF since months and still not happening. Terrible customer service, very slow and incompetent. Has no communication and customer care does not know how long it takes. I have migrated my remaining funds to PlanOff; even now that AUD is crashing. I've had peace of mind
Its a nightmare here.

Australian super are scammers and will steal your super if you dont check your account.
So i rolled all my super into Australian Super.
And after 3weeks the money never went into Australian Super account.
I call Australian Super and they say "your other super(Which is BT Super) account never sent it to us"

So i call BT super and they said they sent it and also sent me an exit statement showing they sent it.

I call Australian Super back and they were like no we do not have it. And i threaten to make a complaint to the AFCA and then they automatically were like "oh we found the funds in our system but it's not allocated to your account"
They will allocate it to my account within the next 3 business days.

Its been 2 weeks since that happened and still no money, i call them up again and they say "they escalated the matter to the correct team and wait another 3 to 5 business days.

These guys are scammers and will try anything to keep your super.

its been over a month and i still have not received my funds.

I've been with what is now Australian Super since the Noughties, it was AGEST then. I've never had any issues, until now, as I approach my preservation age.

Getting even basic information out of them is so ridiculously frustrating, I lodged a formal complaint. I'd rung their info line and got people with very poor English, and even poorer understanding of the company's products and how they worked.

The person who eventually rang me to answer my questions (about the accumulation account vs pension account and taxation of both) also had not-great English, and rather than listen to my questions and answer them, wanted to recite everything they knew about the product. I'd already told them I'd read all the PDSs and got independent financial advice. Had to repeat this several times and ask my actual questions several times.

So now I'm googling the company and reading reviews, because I don't want to give them huge amounts of money or have my money tied up in their system. Reading the reviews here reminds me of my experience, it wasn't just me.

I also note that although their 10-year performance is excellent, their 1 year performance is down in the lower-middle compared to other funds. I'm wondering if something's changed recently.

Seriously avoid !!
Applied a simple "over preservation age" withdrawal, which on their website states it should take 3 - 5 business days.
After 5 days with not having received any contact or money (which I urgently needed) , I called their helpline.
This operator had no clue and told me that it was actually 8 working days to process ?
Told me to wait a few more days.

Nothing

Called again on day 10.
That operator told me that the request was under processing.

The next day, i get an email for "more info required"
Apparently being over your preservation age is not good enough.
Filling out all the details on their withdraw request for is not good enough.

Apparently they wanted to know my last employer and how long ago I left. ( even though they have the super deposit records )

So I upload the separation certificate, and ring them AGAIN. (3rd time)

Yes yes, they received it and it is now with the benefit review team.
Just wait, ,,,,, could be 24 to 48 hrs.

Get another email requesting the same info ?
So rang AGAIN.... ( yes, 4th time)
yes , yes, your request is invalid because apparently I was not working when I turned 60 !

No where does it say this is the case on any PDS or web site or application form.

So because of their incorrect interpretation of the legislating, I am not able to access MY MONEY until i turn 67.

Absolute dog act.

I asked to speak to supervisor .....NO
Asked for review ...... NO

So even if the reason is correct ( which I strongly reject), I waited 2 weeks, chased up with 4 phone calls, only then to be told my request is invalid.
If they had any degree of competence, they could have told me at day 3 and I could have made other arrangements.
As it stands now, I have some very angry vendors that I have to deal with due to no faulty of my own.

Aust. Super are just out of control, no surprise that their overall returns are dragging behind the others.

If you have made it this far thru my review, seriously, go with someone else.

This mob are absolutely useless.

Australian Super is NOT TRUSTWORTHY. These people are not ashamed to steal from the poor.
I've been a member since 2021 and my fund keep on going down. In 2021 I checked it was around $1,400 and now has becoming $ 1,000. I am now in financial hardship and have trying to withdraw my money, but Australian Super keep on staling the process. Asking me of a bunch of supporting documents that I have provided and submitted to AS, still AS won't refund my money. Trying to contact them via the given customer number, only answered by machines. Trying the live online chat, at first only replied by robots, then by a staff named Ayanthi. Ayanthi cannot help at all, just giving me odd reasons why my fund cannot be withdraw. She said I must be on Centrelink to be able to withdraw my fund. I explained that I'm on temporary graduate visa that is not eligible to receive any Centrelink allowance. I have fulltime right to work and study in Aus, but no right to get any allowance. She said that it is the government regulation. So as a member, how can I get my money refunded if I'm not on Centrelink??? How about other members that on temporary visa? Then she said that I have to claim the fund via ATO. But AS provide the form to claim withdrawal based on financial hardship, then making it very hard to claim. The website only pretend to be helpful and easy, but IN REALITY, AS WON"T REFUND YOUR MONEY.
I saw all the one star reviews here, I AM VERY SURE NOW THAT THIS IS A BAD COMPANY. How people that worked in Australia cannot get their money back, even when they gone back to their countries. This company will take your money then give you a bunch of BULLSH*TS for excuse NOT TO REFUND YOUR MONEY. DO NOT TRUST AUSTRALIAN SUPER. May bad karma be upon them who steal from the needy.

Australian Super states in a letter to the court appointed administrator of my late brother’s estate that it transferred his superannuation on the 2nd of April 2023 and too date the money was never received.
All correspondence by the court appointed administrator have gone unanswered by Australian Super.
The matter has now been referred to the Australian Securities and Investments Commission and the NSW Police as to where the funds have gone to.
Furthermore, in an email sent from Australian Super stating it transferred the money but it bounced back.
Stop treating people like imbeciles because bank transfers work by account numbers and not names.
The transfer was never done and Australian Super know that it’s just deceitful behaviour.
It’s Australian… it’s Super….. and in their opinion it definitely ain’t yours

If i could give them a rating of zero i would have. I have had the unfortunate experience of dealing with these people due to my husbands death. Have been waiting for 6 months now and still nothing. Try to ring case manager who never answers phone if you leave a msg they say they will get back to you within 2 business days but never do. I have emailed and rang and all i get told is they are waiting for trustees to approve it. My husbands super was binding and was ready to be paid out in January this year. Now in may and still waiting. These people do care do not listen and are not interested in your personal situation. I would recommend to everyone DO NOT invest your super in this company. Highly dissapointed.

My partner has been trying to retrieve money from his Super account since he doesn't live in Australia anymore. He started the process 7 months ago and he still hasn't received his money yet. Everytime he calls, he gets somebody to tell him to be more patient or get hung up on. It's been a frustrating long 7 months without anybody being able to help him. If you're out of Australia, they send an UNTRACKED cheque internationally and if it gets lost, it's basically not their problem anymore. Their agents on the phone will not even make an ounce of an effort to process a new claim or solve the issue. He doesn't know how to get his money out. If you're an expatriate, stay away from Australian Super at all cost.

My wife and I make additional super contributions yearly. We tried to make a tax claim against the contributions. My claim was $x, my wife's was $y.
When we sent in the forms, Australian super mixed the claims up and claimed my wife's amount for me, and my amount for my wife. I won't go into everything with regards to trying to fixing it up, just suffice to say dealing with the staff at Australian Super is EXTREMELY FRUSTRATING AND ANNOYING. They seem NOT TO UNDERSTAND even the most basic things. They PRETEND to be helpful, but ARE NOT HELPFUL AT ALL.
In a word "HOPELESS".

From the moment I opened my account I experienced terrible customer service, where the staff seemed to know nothing about any of their products and processes. Endless cryptic fees that no normal person has any hope of deciphering. I called one day to ask why my "monthly fee" was different each month, even being much higher for months with fewer days. I was mansplained that it's "just the way the system calculates it, but don't worry we don't make mistakes". Well they do make mistakes, and often. For example, they categorised me through their tests as a "professional" for TPD insurance, but conveniently, they continued to charge me as a "blue collar" worker which was far more expensive. Of course I had to discover this and have it rectified, and of course they didn't just refund the overcharge, they used it as an untraceable credit towards future insurance payments. The final straw came when I made a $20k contribution at the end of the financial year, intended to be a tax deduction. Of course they immediately took the money from my account, but then sat on it for so long that when they finally allocated it to my super account it was the next financial year, negating all benefit of making the lump sum contribution. The staff immediately told me they can refund me, weeks go by and no refund. Call and runarounds continued until they told me they have no obligation to refund me and that I can fight them through APRA, which is an organisation comprised of superfund owners who NEVER rule in your favour. So I fought this for 6 months and finally realised holding your money is their only priority, not helping you, so I switch super funds and have never been happier. Please don't ever go with Australian Super if you value your investment and sanity. I don't know how they are still in business given all the negative reviews.

Well, where do I start I made an extra contribution to my super of $100 as I do every fortnight, and instead of $100 they withdrew $10000 now I'm having to chase everyone to try and get my money back it's unacceptable what has happened causing me and my family undue stress. How can someone trust this super fund when they treat in this way and without respect for their clients?

Withdraw all your money at once. You don't want to have to do the process more than once. I've been trying to withdraw my money for 3 weeks and they keep asking more documents. I keep asking them if they have everything they need and they say it appears so and then 2 days later I'll get an email asking for something else. Today I asked if after 4 emails and 4 phone calls they have every thing they need I'm told the relative section will get in touch if they need more. I said to the operator why she can't tell me now if there was more required she said because it's handled by a different department, so I said ut me through to them and she said she can't. I seriously believe they are doing this as a stalling tactic to stop me getting my money.

Have been trying to contact the legal department due a divorce thru the "Service number" Many, many messages taken and promises made that they will get the legal department to ring me back on my court case. I have now logged at least a dozen attempts to contact them to no availability, strange as I am the one paying the fees and basically the salaries.
Very disappointing, im going to see on what other websites I can provide feedback for Australian Super.

My father passed away a year ago in February 2022. I have been trying to close down his super fund which only has approx $500. After forwarding all the documents requested approx 4-5 times, still nothing. The fees are slowly eating it away, I would strongly suggest people put their hard earned money somewhere else. They should be ashamed of themselves.

Staff are useless.
Recent software update has locked me out of all accounts. Staff are useless & cannot reactivate on line accounts.