AustralianSuper レビュー 

Extremely Poor Service with Devastating Consequences

My experience with AustralianSuper has been appalling. Their lack of communication, failure to provide access to funds in a timely manner, and issues with important documents have caused enormous frustration and distress.

What makes this situation particularly upsetting is that these failures have had a real and devastating impact on a person's life. Someone is now homeless, and the delays, lack of communication and administrative failures have contributed to an already desperate situation.

Superannuation is people's money, and the way it is managed can have serious consequences for their financial security and wellbeing. Customers should not have to repeatedly chase answers, deal with missing documents or struggle to access funds when they need them most.

I find this level of service unacceptable. AustralianSuper needs to take responsibility, improve its communication and administrative processes, and recognise that behind every account is a real person whose life can be profoundly affected by its actions.

This is not simply poor customer service. When people's financial security and housing are at stake, the consequences can be devastating.

Absolutely appalling!! While all but one “customer service” operator was empathetic, the systems are an absolute joke! And while they admit ai have given ALL correct information and documents AND THAT I QUALIFY- my application for withdrawal has been declined multiple times over the last three weeks. Every call I am assured it will be resolved and every day I call them (because I have learned that THEY DO NOT UPDATE THE CUSTOMER AKA ACCOUNT HOLDER at all) then I call and “oh surprise!” my legitimate application supported by Services Australia documents and with both AustralianSuper AND SA saying I should be approved- DENIED! And every day this happens my situation- the reason I am even applying gets worse! They don’t want to give the owner their funds! And everyone I have spoken to at AS say “this ridiculous- you should have had your funds by now!”. Gosh they make a horrible traumatic situation WORSE! They escalate them to “brass up top” deny my legal rights to MY HARD EARNED MONEY! An absolute disgrace to even have Australia in your name! Making Centrelink’s bad reputation pale in comparison to YOU! And after reading the MANY comments and reviews here I am now filled with dread that thanks to Australian Super’s incompetence AND lack of empathy, AND systems that make errors that the customer who is already in distress has to try to undo (their systems talk to other organisations to fact check but they can’t change errors so you have to beg and plead and do/get the run around! And even THEN they say “sorry there is nothing that we can do!”). I have been a customer for a long time. And it’s only due to the circumstances that I am withdrawing. You have mad an absolutely horrible life situation worse with absolutely NO CONSIDERATION FOR THE MENTAL STRESS OF THE CUSTOMER WHOSE MONEY TOU HIMD CAPTIVE AT THE WORSE TIME IF THEIR LIFE WHEN LEGALLY THEY ARE ENTITLED TO WITHDRAW IT!! I will be taking my complaint further. You should be ashamed having not just my review but ALL OF THESE NEGATIVE REVIEWS on you. I’m so angry!! THREE WEEKS AND THE SAME PROCESS THAT CLEARLY ISN'T WORKING!! The same run around and I have to try fix your mistakes when I do nit have access to your systems (you do) and even the government is saying that I am eligible TO RECEIVE MY HARD EARNED MONEY FINANCES!! Stop this madness and release my funds that are now three weeks over due! I’m surprised 60 Minutes or A Current Affair haven’t don’t a story on you!

My experience with AustralianSuper over the past two weeks has been nothing short of appalling.

Due to an error in my name on their records, which AustralianSuper has acknowledged and attributed to an employee, I am now having to jump through hoops to correct a mistake that was not mine. I have done everything requested of me, including preparing a formal declaration signed by a Justice of the Peace and providing copies of my passport, driver’s licence and other required documentation.

Here is where the absurdity begins.

I have uploaded the requested documents SEVEN TIMES. On each occasion, the system confirms that the documents have been successfully uploaded. Yet, when I contact AustralianSuper, I am told they have not received them.

Seven times. Over two weeks. The same documents. The same problem. The same complete lack of resolution.

Apparently, the customer is expected to keep repeating the same process indefinitely while AustralianSuper blames its system. At no point has anyone offered a practical solution, taken ownership of the issue or demonstrated any genuine urgency in resolving a problem that should never have occurred in the first place.

And then there is the customer service.

My conversation with a representative this morning was particularly disgraceful. He was dismissive, unhelpful and seemingly incapable of doing anything beyond repeating the same information. There was no attempt to investigate the issue, suggest an alternative way to submit the documents or find someone who could actually resolve the problem. His attitude conveyed a complete lack of interest in helping a frustrated customer who had already spent two weeks trying to comply with the organisation’s own requirements.

The rudeness, apathy and utter absence of initiative were astonishing. I expect professional service from a major superannuation fund, not to feel as though I am inconveniencing someone simply by asking them to do their job.

Mistakes happen. Systems fail. But what distinguishes a competent organisation from an incompetent one is how it responds when something goes wrong. AustralianSuper has demonstrated neither accountability for its original error nor the basic customer service skills needed to put it right.

I am tired of being passed around, tired of hearing excuses about the system, and tired of being expected to repeat a process that AustralianSuper itself confirms has been completed successfully.

Seven uploads should be more than enough. Two weeks should be more than enough. And one helpful, competent representative should not be too much to ask.

AustralianSuper needs to stop hiding behind its systems, take responsibility for its mistakes and train its representatives to actually help people rather than simply recite scripted responses.

When you are entrusted with people’s retirement savings, you should be able to expect a considerably higher standard of professionalism, communication and accountability than this.

Based on my experience, AustralianSuper has fallen woefully short on all three.

Absolutely unacceptable

Appalling customer service. I would call it NO CUSTOMER SERVICE.

I'm helping a family member who struggles with English and also struggles with understanding products and policies etc. We had tried to submit a binding death nomination by email and it was rejected 3 times. He also changed his phone number so I called them to advise what he wanted to do and why I was calling and then passed the phone to the family member so the Consultant could ID him. I will note here, I am not a beneficiary of the super funds. I'm trying to help him to have a binding death nomination submitted so that his son who the beneficiary, his Power of Attorney as well as his Enduring Guardian. The consultant organised an interpreter but as it was still too confusing for the family member to understand, I was advising him on what to do and the Consultant called Matthew was extremely rude and told me he doesn't want anyone else speaking and rudely said he would terminate the call if it continued. I tried to speak to the interpreter and why and the Consultant butted in again basically telling me to shup up and that he would terminate the call. I said the family member will rollover to another fund due their inflexibility in dealing with people who not only struggle with language but also with processes/products/policies. He also has some issues with cognitive skills. The consultant wanted to send him another form which is not what we wanted but as he wouldn't let me speak, nothing happened. The family member told them he was going to rollover to another Super Fund as they were very difficult to deal with and the interpreter was trying to explain why he shouldn't do that. The call was put on hold suddenly, then when taken off hold the interpreter left the call but the Consultant didn't even have the decency to say goodbye to the customer - the family member. The family member was angry and very stressed due to all the issues previously with the form. I was actually thinking myself about rolling over to them but after these negative interactions and the rudeness by the consultant Matthew, I will not roll over to them. I have lodged a complaint and will wait to hear what they say but it's too late. This is appalling "NO CUSTOMER SERVICE" and I hope I never have the misfortune to deal with them again.

Matthew’s customer service is horrible. Check his call at 7.14pm on 08/10.

When confronted with a situation that Australian Super had to assist me as q customer no attempt was made to do so. No supervisor was involved, 3 hours was wasted. This is a company that does not practise good customer service.

Please please what ever you do, do not join AustralianSuper. They sold all of my positions without asking me. On trying to roll over my money out of AS it was the most difficult experience I’ve ever had with a super company. They never rang me back to resolve my loss when they closed my 30 or so holdings without telling me. They are totally inept! Just tear clear of this lot.

Customer service is appalling with either delayed response or no response at all. I travel overseas a lot and have been locked out of my account through their two factor verification which I set up before leaving Australia to make my account accessible but they changed and which has made my account inaccessible.

I can't do transactions in my account. They say the back up with IT is 6 months. No way to contact the tech team. All my super is with them. Not good enough!!!

What an appalling organisation to deal with. After 11 years of loyalty, it all fell apart when I asked for withdrawals. Enormous delays, requests for duplicate information, referrals to unknown third party organisations that seemed more like scams than genuine process. Complaints lodged but never followed up. Written instructions ignored. 5 to 9 business days to get money with multiple repetitive interruptions. I’d consolidated my super from one that processed withdrawals into my bank account within 3 hours. Nearly lost settlement on a property purchase due to delays, only to be saved by my wife still being with my old fund who again processed her withdrawal in 3 hours. Customer service are forced to toe the corporate line and offer ridiculous arguments that make no sense to justify their incompetence and archaic practices. I’ve worked for 2 Australian banks taken to task at the Royal Commission and they were infinitely better than Australian Super. Avoid at all costs!!!! Please don’t reply with a half-arsed apology and desire to resolve this matter. You never even followed up the complaint from a month ago. My account is closed.

Total FU through a clerical error, as they admitted, by copying down my bank account number incorrectly. The information sent to them by my financial advisor was, as there rep said, a bit iffy, it could be a 5 or 6. OK then why wasn't I contacted to check it!
First money was due 14 August, was advised by their rep it may take 3 days to clear as it was a new account...however it never appeared as pending in my bank account???
Next call, 20 August and told I would have to send in a form witnessed etc with new bank details. I posted this 21 August 10.30am and not opened by them until Wednesday 2 September when i called again!!
Was advised form was all correct, this was checked twice with a supervisor, and asked if I wanted my missed payment reissued to which I said yes. I was told the process of changing the bank details would take 5 to 7 working days. I asked if this could be hurried up as I was heading overseas and all bills were paid by direct debit from my account.
It is now September 13, i am overseas, no money has gone into my account and the next payment is due, I hope, tomorrow. To make it worse, AustralianSuper do not have a contact email address and I do not have international roaming or message ability from here!
I can't log into my account, I can't contact them and seems SFA has been done to rectify their mistake.
Then to add insult to injury my financial advisor advised me to join this company as lower fees, easy communication, etc, etc! Fees went up just after I joined.
Buyer beware!

Buyer beware!!! Dont Not use... why does everyone in their call ctr have a American accent!! Buyer beware I have been taxed at almost 50% when I am a low income earner n trying to put money in. I put in $200 first I was taxed $68.0] then I was told to apply for a concession rate and I did, they then took another $32 out!!!! Despite finding a new account and verifying it was me, employee would not look into my account saying she couldn't verify my old account as I could not supply her the account #.... seems absolutely ridiculous to me!!!

I would give zero if it was an option! I was in Australia for 3 years with work on a 482 visa and I left at the end of March 2026 with only 2 months remaining on visa. I contacted immigration to explain I was leaving the country and they said they could do nothing as I had less than three months remaining. I am now trying to get my superfund paid out but have to prove my visa has expired. I have paid the Australian immigration the $55 fee to do this but they have again stated its already expire and wont do anything. Australian Super wont accept that or the evidence shown that its expired in June 2026. Being in the UK this is made even more difficult but they will not assist me in any way at all. absolute nightmare to deal with and wish i'd gone to another company as my partner had hers paid out in a few weeks with no issues what so ever.

Extremely disappointing trying to make a small withdrawal. It would be easier to rob Fort Knox. Don't recommend Australian Super. Money would better off in the bank

Most unhelpful customer service -8 week delay to process opening choice account - just time wasting asking for details that are already submitted - no follow up - delay after delay. Emails written by someone barely literate. Very poor recommend take your superannuation elsewhere.

Never dealt with a worse super fund so complicated, zero customer service skills

ZERO⭐️

RUBBISH CUSTOMER SERVICE. NOT SURE IF THE CALL CENTER IS IN INDIA, PAKISTAN OR IN THE HELL BUT ABSOLUTELY RUBBISH CUSTOMER SERVICE.

I have experienced repeated delays in receiving funds, along with limited communication from customer support. These issues can be concerning when evaluating a trading platform. Based on my experience, I have found Ten of Ten to provide a more consistent level of service than some other platforms.

i have been with australian super for over 15 years, I retired few years back and have been monitoring my super account performance.
I am not sure if I can complain about super performance but I can say Australian Super has the worset customer experience ever. I dont believe in my 65 years dealing with any company has frustrated me this much. What the hell are they doing with the system, none seems to work when we want. Fund transfers take ages, login into account is impossible.
Also it seems to me that all complaints are not going any where, I do not know if its a good idea employ all these Indian staff, they seems to lost in jungle.
Oh please take some action. This is making me sick.

Australian Super has worst disclosures and hopeless customer service. It is scary how big they are and how many people they carry potential of letting down only if people woke up to Engage with their superfund. How they manage money at granular level.. active vs passive or external vs internal .. list of external managers etc. is either not available or hidden on their website. BAD SUPERFUND>