Was moved into AustralianSuper in 2012 when the fund I was in was taken. No issues.

Come 5th August, I chose to transfer all the fund into the Choice Income account. I reached 65 earlier this year. Read though the PDS and it seemed to be an OK choice, especially that it promotes withdrawals at anytime as one of the major benefits.

I went into my account and went through the process of applying online. Provided the driver’s licence and Medicare card details and then it prompted me for more details one it appeared to not verify so selected another and provided those details. Selected a balanced portfolio (I believe). Hit enter. Got an email confirming with the member number BUT saying that I needed to complete other forms. Followed the link and this was the beneficiaries form that needed to be signed.

Phoned the 1300 300 723 number as I couldn’t se how to access the account and the old one had been closed. They didn’t have a clue.

On 11/08/2022 I get an email saying ” Thank you for submitting your application to open an AustralianSuper Choice Income account. Unfortunately we have been unable to process your request as we require further information from you. What you need to do:
To proceed with your request, please provide a selfie photo holding your current Photo ID by your face so that both the photo ID and your face are clearly visible
We also require a copy of a recent bank statement matching the account you provided on your application. Once received, we’ll be happy to complete your request.
Get your ID certified properly. You need to show your original document and a photocopy to a person authorised to certify ID. Please make sure you photocopy both sides of documents. Most people find it easy to get their documents certified at a police station, post office, pharmacy, or a Justice of the Peace. To certify your document, an authorised person needs to:1. Compare the photocopy to the original2. Stamp or write on the photocopy ‘This is a true and correct copy of the original’ followed by their signature, printed name, qualification (for example: police officer, pharmacist), address, telephone number, and date.”

WTF they are saying they had an issue but still opened the account anyway and want both a selfie and a certified copy of the same. Not being the “seflie type”, took about 3 hours to get a selfie. None of these additional requirements. Then it was off to the local police station to get the certified copy.

Anyway I upload these, but am having second thoughts as they appeared to be a sham.

So on 16/08/2022 I decide I’d cut pay them to lose my money so make a full withdrawal request so I could at least put the money into a savings account and pay nothing to at least maintain a reasonable balance. Check the account and nothing except that the income stream payment arrived on time.

On 24/08/2022 I phone to ask what was happening with the full-withdrawal request. I was told that it would be done by the end of the week (26th). It wasn’t.

Aon 29th I phone. They say it’s been transferred. I asked when. They said 10/08/2022. I said that can’t be, that was the money transferred into the account. They they try saying it was the Income Stream payment. I then quote the withdrawal request account number. They say 5 business days. Just getting to that stage was like getting blood out of a stone. This was using the purportedly faster App. Sent it at 13:40, they respond at 18:30.

Anyway, I decide another tack. I go to the Facebooks page and ask what the acceptable timeframe is for the completion of a full-withdrawal request. They respond saying 5 business days. I then ask and what if there are issues. They say they would contact the customer in regard to the issue(s) with 5 business days. As soon as I start mentioning that this is not the case, then it’s time for them to go saying try again tomorrow.

I try the next day, as soon as I mention that I am having an issue, 5 business and goodbye.

So without a shred of a doubt the only contact that Australian Super provide to customers is just a means of fobbing off customers.

I try again, this time the 1300 number, explain that I am just being given the run-around and the operative is a little more sensitive, but still starts with the usual “did you do this” (always things that don’t need to be done, like certified bank statements that are not required if it is the bank into which the income stream is being paid etc etc). Anyway the operative then says that a stop has been put on the account. When asked what are you going to do about that, the response is it will be done in 5 business days.

As I had complained about this first on the 24th I raised a complaint with AFCA and then wrote a more official complaint.

Still they have not fulfilled the instruction. I have ,made other attempts to access my money that I can according to the PDS withdraw at any time. Additional withdrawal requests have not been actioned. However, I have set the Income Stream to $13500 and fortnightly which appears is not an issue.

AustralianSuper have not provided the product that the promotional literature promotes. They are without doubt in contravention Australian Consumer Law. The product I have been provided has major flaws in that it does not provide some of the core features.

Furthermore, it is quite clear that the full-withdrawal request was a change-of-mind and it was made within the 14 day cooling-off period. yet another contravention.

AFCA have given them until the 7th October to respond and I have little doubt they will come up with some BS.

Sent in required forms, no acknowledgment they had arrived, asked to send them again, received acknowledgement, but too late for tax deduction for financial year, duck shoved, denied responsibility, basically couldn’t give a poo.
Am going to find out how I can get out of them and go somewhere else. I am in my ’70’s, I don’t need this crap.

Australia Super decided to move to a new platform which required customers to re-register to use the new platform. on the 14/11/2022 they said to re-register, however owing to the incompetence the process doesn’t work, now on the 20/11/2022 customers are still unable to access their on-line super. For a multi-billion dollar company with over 2 million customers ,they are still apologizing for their incompetence for not being able to fix the problem (Not Good Enough) with a 1 to 2 hour telephone wait to talk to a customer service rep obviously under maned department, who cares about customer Services? Don’t know how much the IT employees are compensated for the incompetence employment but Australia Super have gone down in my estimations, if they are so bad at making system changes how good are they at investing our money?
Shame on your Australia Super

AustralianSuper have been absolutely terrible. Failing to provide policy claims or delaying making a decision on income protection 6 months onwards. I have provided more medical proof then you can poke a stick at but nothing helps. I wish I had of checked reviews online before joining because thousands of people are getting the same treatment. You get ignored, delayed, unsympathetic, unprofessional, fraudulent.

Stay away people !!

Onhold on the phone for over 1 hr no call back service. not good enough .

This is the worst superannuation company ever . Incompetent and impossible to talk to anyone . If you have a problem don’t expect them to do anything and they never get back to you .

Paid more in fees than I did when I had a super account with Colonial First Estate (CommBank SMSF). Was ridiculous, I made multiple withdrawals for the full balance only to find they would keep $28 just to keep the account running and so they could get their fees that month.
Utterly ridiculous. My last job paid $23 into my account but they say it was closed and I can’t access it. Employer shows proof it was paid. Save your money and go with someone else!!

Don’t bother with using this company for income protection insurance. I will be pulling all of my funds out as soon as I can.
Total time wasters.
Spent hours on the phone.
waited 2 months for a reply regarding my claim.
Still nothing!!!!!!
I’ll be contacting the ombudsman to make a complaint.

Atrocious communication on their chat feature. Can’t get a reply.

The customer service is horrible. I requested to roll-over my money out to another superfund on 8 Aug 2023 and nearly two months later they did not do it. Every time they tried to find a mistake in my request and asked me to fix it step by step.

to early to tell

Very bad customer service, No service, No help, No one answers the phone. Does any one work there.

At the moment all funds are down except cash portfolio

It is very slow to answer emails recently. I am unhappy about their customer services.

Not making the grade at the moment, big loss of my own cash..hope things turn soon.nearing age pension..

No issues. Poor UI but functional.

All hard working Aussies withdraw your money otherwise AS will destroy you, read 99% of reviews which are a good indication of how bad AS is

What!? I Only joined these fools a year or so ago and i’m bleeding money – and i have to pay them fees for poor investment choices. What the hell….

Great customer service thanks to those who helped with a very urgent transaction completed in 24 hours

Incompetent company that has 0 customer service.
Don’t bother using this company for income protection insurance. They do not respond to emails, will make you wait months for an answer, make you spend hours on the phone waiting to talk to someone.

Total waste of money paying thousands of dollars per year for 29 years.
I should have read reviews prior to joining.

I’ve been with Australian Super for over 10 years, hassle-free while pleasantly watching my account grow steadily, happy to receive occasional news bulletins and even an unexpected call from an adviser checking that I was paying attention.

Now it’s time for me to convert it to a retirement income stream, so I tried the online procedure to set up a Choice Income. Not easy!

After some hours of trying to understand everything, such as why the list of beneficiaries must inconveniently be renewed every 3 years, I reached an ID confirmation page where I had to offer sensitive information from my Medicare card, driving license, etc.

Worrying about the recent global hacking problems and a recent identity theft, I sought but could not find any promise that my data would be kept safe; nevertheless I crossed all my fingers and toes and continued the ID check.

Here I was defeated, because the page kept freezing, regardless of which information options I was trying. OK, so the final attempt had involved an illegible field on my driving licence, but the only remaining option would have been the full details of my passport.

Seriously? They must be joking!

It’s time for me to look for a more user-friendly provider.

This Fund has not changed its arrogant attitude. Not interested in listening to members , will talk over you , tell lies , deny , deny deny. Have been trying since 19th April to have a new Binding Nomination effected. Call centre wont let me speak to a supervisor not interested in fixing systemic problems. Have had numerous problems since my previous fund was taken over by AS. Don’t expect to be respected or valued by AS because that is clearly not one of their priorities. Have to give them 1 star for service only because Zero not available.

Very difficult to deal with. They have made many errors and never correct it. Can never get the same person. If someone says they will call you back, they won’t. I would suggest using another funds.

Australian Super might reach a 5 star when it comes to Performance and fees but fails when it comes to customer care.
The call center is the problem, they are not compassionate and if you were on the edge of having a break down then the call center would be the ones that sent you over the edge.
A large problem is that you cannot get a straight answer from them and you cannot get to speak to someone higher up because they just pass you onto another member of the call centre who treats you the someway.
I have spoken to five members of the call centre and received five different answers and still I see no action or phone call. I called Australian Super again today and asked to be put through to the complaints area. This was also a wast of time but did say that I can lodge a complaint but it could take up to 45 days to get an answer.
When you have hit the retirement age and are entitled to cash in on super but you only want part of it for compassionate grounds you should get paid but instead you just become frustrated and upset.
As a self employed contractor and now retired, all I want is my own money back.
The GOVERNMENT should toughen the laws and Australian Super should be rated for

If you want a totally incompetent fund, staffed by imbeciles, then join it, and suffer the consequences. To be fair, I did find ONE competent person, a 30 year old lovely woman who fixed, in a couple of minutes, what two idiots could not in a total of over 70 minutes on the phone could not, despite promising they would.
Stay with these shite fund only if you are a masochist. Even then, good luck, you’ll need it.