Review Time
Returns are manageable, but whatever you do, avoid trying to roll over your funds. They have created an incredibly convoluted and ineffective system for rollovers. Even a child could design a better process. It seems intentionally made to frustrate customers. Multiple complaints to them yielded no solutions. I spent countless hours on the phone, making over 15 calls. Their complaints process is utterly ridiculous. They showed no intention of resolving their issues.
After years of significant contributions to my account, I was disappointed by the customer service when I attempted to withdraw my funds and close my account. The website claims that the withdrawal process takes 3 to 5 business days, but this only refers to their review of the request. I was left waiting for their decision without any updates. After long phone wait times, I was told it had been processed and the funds would arrive on a specified day. When that day passed without any funds, I reached out via email, only to receive an auto-response stating my email would be reviewed in 5 days. Another call assured me that payment was approved and would be in my account the next day. However, I later received a call stating the payment was halted due to verification issues, which I assumed would have been checked earlier. After providing a photo of my ID and a bank statement, I was met with silence again. A follow-up call revealed it would take another 5 days for review. The next day, I received a letter saying the funds had been deposited and my account was closed, yet there were no funds, and I still received no response to my inquiry. I'm left confused about when I will receive my money.
Avoid this company. They lack compassion and exploit those who are already suffering after losing a loved one. They completely denied my partner’s death cover claim of $80k after making me wait nearly two years. It's disgraceful. Their standard response when the time comes is that there's nothing they can do. They want to communicate with the deceased, which is an easy way for them to evade responsibility.
After years of contributing a significant amount to my account, I was shocked by the customer service when I tried to withdraw my funds and close my account. Initially, the website states that the withdrawal process takes 3 to 5 business days, but this only means they will review the request. Then, I had to wait for their decision without any updates. After long phone wait times, I was told my request was processed and the funds would arrive on a specific day. When that day came and went without any funds, I emailed to ask about the delay, receiving an auto-response that my email would be reviewed in 5 working days. Another call assured me that payment was approved and would be in my account the next day. However, I received a call from another department saying they stopped the payment due to verification issues, which I thought should have been checked earlier. After sending a photo of my ID and a bank statement, I was met with silence again. A follow-up call indicated it would take another 5 days for review. The next day, I got a letter saying the funds had been deposited and my account was closed, yet there were no funds, and I still received no response to my inquiry. I remain uncertain about when I will receive my money.
As of November 2025, the customer service remains consistently unhelpful and aggressive, with call center wait times exceeding an hour, often leading to unresolved issues. They cannot transfer calls to their resolution center. The fees are excessively high for those with significant balances, paired with frustrating and unhelpful customer service. I have been with this service for many years, and my fees increased by 22% in a single financial year. I sought justification and received a dismissive and vague response after six weeks. Consequently, I filed a formal complaint, yet customer service showed no concern for losing long-term members.
There are deeply concerning operational issues—service is alarmingly slow, website features don't align with reality, and phone support is a complete disaster. It feels like a legacy system on the verge of collapse. If you value peace of mind and easy access to your money, look for alternatives.
I regrettably had to submit a formal complaint about the service's complete breakdown in providing accessible customer support, which has left me unable to manage my superannuation and exposed to significant financial risk. The call center frequently has wait times over 90 minutes and often refuses to take calls. As a result, I have been unable to resolve an urgent issue with my account access. I lodged my complaint two weeks ago and still have no resolution. I cannot recommend this super fund.
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