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Excessive and unexplained charges continue - Australian Retirement (No) TrustAs usual Australian Retirement (No) Trust - try at all costs to deceive there members with unexplained and deceptive fees and charges. I have just received my annual statement right on page 8 was the following unexplained fees and charges $2756.81 - total figure. I have made multiple phone calls to ART to have the figure explained to no avail and requested a response in writing - request ignored. I made the request in terms of potential fraud and breaches of legislation for superannuation. I had a manager ART ring me on my provided phone number. I also provided 3 pieces of separate pieces of verification including name, D.O.B. and address. I was advised this was only beginning of the process, I hung up in frustration and disgust at the dehumanising process. The questioning was akin to an East German Stasi interrogation. I am 55 years old and saddened by what has happened to our beautiful country with the bloodsucking corporate practices that pervade all of our lives in this country. With the erosion of our retirement savings and hard earned money. There needs to be a parliamentary - public enquiry into Australian Retirement (No) trust and its practices. The superannuation industry in Australia is broken for the average working person. It has been several weeks now ART refuse to provide a written explanation for the excessive fees.

My wife has passed away. Its disgraceful how long it is taking a simple superannuation payout. ART confirmed on the 27th June they have the final requirement. Its now the 26th July. I have been advised can take another 7 working days. Then a form will be sent to me requesting banking details. Then that can take up to another 10 working days to be paid. A form I cannot complete now to save time.
Weak excuse they are inundated with claims to pay. Good to know the biggest firm cannot handle efficiently a lot of claims. If that is the reason.
I advised them to change the bottom of the emails saying 5 working days.

My super is unfortunately with ART. I would not want my estate to deal with this. I will be moving super funds shortly. No doubt new business clients are signed up in hours or days.

They are hopeless, you will wait on the phone for 30 minutes listening to self serving recorded messages about how wonderful they are, they asked me to ring and then didnt answer for 25 minutes on 2 occasions, their website is very confusing, I wouldn't recommend this company to my dog

Australian Retirement Trust has diabolical customer service via the phone.
I have had to contact them many times over the last couple of months. Their wait times are disgraceful. They try to re-direct you to their "live chat" via their website but it's often unavailable. They offer a call-back option rather than waiting on hold. When they call back you are back where you started and have to begin the process again. When you get through to someone their knowledge seems very limited (not their fault). They have asked for the same information three times and I have provided exactly what they require in the format requested yet they appear not to have received it.

I have recently retired, I rang the superannuation company to get information on the best ways to work out my super to get an income from the super. Keeping in mind, this company has changed its name five times since I have been in it.
The first port of call (customer service) could not provide the information correctly, as clearly they were not informed to that degree.They said I could talk to someone for advice, I thought I already did. I had to wait an entire month for the person to call. The questions were clearly the basic outline from the script. The person kept saying the same thing in different ways. I had a list of questions I wanted to know. In the usual ART way, I was spoken down to when I tried to define the answers.
I then went online to create the income account, when I attempted to confirm my identity using one of the requested forms of identity, it failed. So I rang "customer service" who told me I would have to do a paper form. I asked if they could reset it, apparently, they are not up to that. I put in a complaint about my experience, and low and behold, customer service sent the outcome of investing themselves, telling me they are right, who would have guessed?
I would strongly suggest this company spend less time changing their name & more time on updating the system & training the first port of call people. While all this time passed, my super has gone down with the fluctuation, now I have to wait until it rebounds to do what I need before setting up the retirement income account.