Hesta.com.au Anmeldelser 125

I have submitted a death claim on my late wife's super and am so frustrated that I do not get any acknowlegment of emails sent with documentation. I can get a delivery receipt but not a read receipt so I don't know whether my emails have been received or not and whether the relavant documents have been receied - so FRUSTRATING -- teach your staff some communications skillsn-- doesn't take much to send a quick email to say emails and documents are received and being processed

What the f???? I have called them a number of times. It takes them over an hour to answer the phone and when they do. They hang up. I am getting out. This company is a scam. I can’t talk to anyone and no one calls you back. What a shit show of a company.

Since the admin change in April 2025 I have experienced indifference, a flippant cruel comment (about my personal situation) during a phone call and a completely dismissive attitude with regard to the consequences of the closure and its financial and emotional impact incurred as a result. Hesta bleat multitudinous platitudes about caring, but the experience as a member is not reflective of these meaningless phrases. Hesta were caring prior to this April admin change. I was with them for decades and sadly have been appallingly let down and impacted upon.

Hesta wait times are huge over an hour. Customer service is patchy, if I hear to word "sorry" once more I will scream. Don't be sorry, fix the problem, last night the customer service officer was arguing, interrupting and generally not listening to the issues I had - which is I have not received my income stream payment due the 28th August. Customer service sends an email which is rhetoric and did not address my sincere issue. They don't care, I need that payment and have still not received it. Off to the Australian Financial Complaints Authority I go.

I am a long-suffering Hesta account holder. I have not been able to get sufficient help with my account especially since May 2025 when my account was virtually made non accessible by Hesta. Try contacting them by phone and you will find the customer service is virtually non-existent. I am unable to make changes to my fund. The complaint system is absolutely hopeless. As a superannuation fund they restructured the wrong thing. The CEO and directors were where the major changes should have started. I am absolutely gutted with Hesta. Time to make a change. I strongly recommend do not invest in this poorly managed superannuation provider fund.

I have been with HESTA for almost 30 years and the customer service since they changed to the new system of administration has been appalling-not only the extended wait time on the phone but also the response from the complaints dept.
The person or persons who authorized the change to the new providers should be sacked -they obviously didn't do their due diligence-the organization who took over this process has less than 3 stars on review -not good enough.
If HESTA does not improve their processes I will be moving to another fund.

I lodge a change of bank account details, but HESTA entered the bank account numbers wrong, I realised their error straight away and contacted them. I made 3 phone calls and two complaints by email, and still the bank account number has not been changed, it has now been 4 days since my bank account details where entered incorrectly, I was to receive an income stream payment which has come out of my income stream account, but obviously not into my bank account as they have entered the wrong details, so that will be another problem they will need to rectify, when they feel like doing so. My suggestion is, do not go with HESTA superannuation if you have a choice, you may regret it as I do.

Would not recommend this company. They submitted my date of birth wrong in their records and are making he jump through hoops to try correct their mistake ?!
Their automatic responses are frustrating and they take months to respond.

I have been a HESTA member over 20 years and the annual returns have always been well up in the industry averages
However the customer service standards are abysmal at best
A week to respond to an email… over an hour always to get answered on the phone…generally what you want can be achieved online but regularly the system is down or you have trouble logging in
I suck up the poor service only because of the returns but one’s patience wears thin

Have been with HESTA for 24 years. Rarely access my account so of course can’t remember my passwords for phone or online. I’m totally locked out of my account. I try to log on to change my password but don’t receive a code in my email. Have tried to explain this to them but they just say we don’t know what to do. I answered all my security questions correctly but because I couldn’t remember my phone password that made my get a JP to sight and sign my licence. I then had to email them a copy and give all my details AGAIN for the 3rd time. I rang again but am still locked out of my account. I got hacked last year and am sick with worry something has happened. Today I will be transferring my super to another fund. Unacceptable!!

HESTA has been a nightmare to deal with. They recorded my name incorrectly and made it incredibly difficult to get it fixed. Poor communication, slow responses, and no accountability. I’ve lost trust in them completely.

I applied for a withdrawal from my super. yesterday 18th August, 2025. I get a letter today 19th August 2025 on my email to tell me to go online giving me directions about a letter they have sent to my online account. Why couldn't this letter be sent to my email instead of asking me to go online to view it? When I try to go online I have to put in a password since I forgot mine I selected to get a new password. I found never ending problems. The Code number was sent five times to my email and every time I entered the code number it says invalid. Why? I also went on to the chat room but there was no response to my question. The code is sent to the email and in less than 5 minutes the code is taken off whereas it states that the code will remain for 10 minutes.
In other organisations they do not send a code which is valid for less then 5 minutes or which is accessible for 10 minutes. This is frustrating. I have been with Hesta for a very long time.
I telephoned Hesta and was kept waiting for more than an hour only listening to that music which gave me a headache. Being so frustrated I gave up and disconnected. The last time I phoned which was about two weeks ago I think the adm fee was $16 plus. So is this due to the phonecall? What admin fee are they talking about. I dont understand.
Why is it hard to withdraw our money which we have invested? I don't understand. I am over 65 years and now this is going to cause a great delay. Earlier it was easy to access our money. When a person is 65 the withdrawal should be easy with no added pressure on the member.
Instead of asking us to go online Hesta could send any letters pertaining to our request for withdrawal to our email directly. Online is posing a very big problem and there is no way we can contact them now . Could Hesta reconsider their mode of communication please? If things fail I will think seriously of moving my super to another super where we have access to phone calls as it works quicker.

Do not EVER put your super into Hesta. I cannot ascertain whether they are lazy, inexperienced or just incompetent, or all three, but they should never be tasked with protecting your money. What they have done to my family is horrific.

HORRENDOUS company. I've tried to get my super annuition back for over two years and have not had anyone answer my countless of emails or pick up the phone during any of my EIGHT expensive call attempts since March (it is August now?!)...

Beware of SCAM company. They make it so hard for you to change companies/try to get your money back, meanwhile they sit on your well earned money (in this case 4000 aud) that I'm beginning to think I'll never see again. You should be ashamed of yourselves!

Stay away from Hesta Super at all cost.Worst customer service ever.Reguested some simple document for tax return but everytime they lied and never send me the document.Over the period of one month I called almost every week but nothing lies lies and more lies.I DON't TRUST THEM

HESTA withheld my funds despite being over 65 – appalling treatment and total lack of compassion

Despite being over 65 and legally entitled to access my super, HESTA delayed my urgent withdrawal for weeks. I was in financial hardship, needing vital home repairs due to flooding, mould, and health risks. Instead of helping, I was repeatedly ignored and referred to Lifeline and debt charities—completely inappropriate and degrading.

HESTA’s conduct likely breached:
    •    SISR Regulation 6.01A – Right to access super after 65;
    •    Corporations Act s912A – Duty to act fairly and efficiently;
    •    AFCA service standards – Failure to act on urgent, documented hardship.

Their customer service was cold, robotic, and dismissive—escalations meant nothing. I was left distressed, unwell, and financially crippled. I’ve reported this to my MP and encourage others to think twice before trusting HESTA with your Future.

ABSOLUTELY PATHETIC!! Have spent 5 consecutive days on hold - each time for over 2 hours trying to get a Centrelink Schedule for my Mother who has dementia and is in care and for whom I am full EPOA. Each and every time no answer just an annoying message „We apologize for the extended delay”. Don’t apologize just FIX IT! I have Centrelink threatening to cut my Mothers pension unless this information is provided but do HESTA seem to care - No! At least when Mum was with Mercy Super you could get someone on the phone. Thank god I was smart enough not to transfer my super to HESTA. Next step, I will be filing a formal complaint with the Australian Financial Regulator because I am not wasting any more time on a super fund that doesn’t care about its members or bother answering phones - PATHETIC is an understatement!

I had an incredibly frustrating experience with HESTA regarding a simple request to correct my name and transfer my superannuation to my preferred fund.

My super account was created by my employer, who mistakenly entered an abbreviated version of my legal name. I did not open this account myself, and I have never changed my name—yet HESTA treated the correction as if it were a legal name change, demanding excessive certified documentation.

Despite providing Justice of the Peace–certified copies of my passport, driver’s licence, and bank statement (all showing my correct legal name), HESTA refused to accept these and insisted I provide a "linking" document, such as a name change certificate—which I cannot provide, because no name change occurred. The error was made by my employer, not me.

I initiated a superannuation consolidation through my ATO account, and every other fund I’ve dealt with, including CBUS, handled the process efficiently and respectfully. In contrast, HESTA’s bureaucracy, lack of flexibility, and unreasonable demands caused unnecessary stress and delay.

If HESTA had required identity verification at account creation—like banks do—this issue could have been avoided entirely. Their failure to validate identity at the start, and then putting the burden back on the member for an error they didn’t cause, is completely unfair.

This experience has made me lose all trust in HESTA as a superannuation provider. I have submitted a complaint and will escalate to the ATO and AFCA if this is not resolved.

Not recommended at all – poor customer service, no accountability, and an outdated process that punishes the member instead of fixing their internal gaps.

I have been waiting on the phone for three days consecutively, 4 hours, 3 hours and now 2 hours., no answer, only the most annoying music. I need to discuss my income stream account with a human being as the online information is complicated for me I’m 75 years old and just need help. I’ve also sent three emails and received emails back saying to go online or call as I’ve tried. Absolute rubbish customer service… it’s self serve or nothing.

I have spent the last few days trying to get a release of funds and speaking to their staff. I am fairly sure that it was bring your daughter to work day as all she did in the hour was go over the letter that i was sent. I explained that i am not having surgery on my eyes and i can read, she then went on to read more information that is easily accesible. It was a waste of 1hr on the phone let alone the wait time. I asked multiple times to speak with someone that could actually help me as she obviously could not. The next day i spoke to someone else and they did exactly the same thing, like WTF!!!! Once all this is done and sorted, i will be changing funds. They are a waste of time! Their customer service is a disgrace!