Hesta.com.au Anmeldelser 

Extremely Frustrating Experience with Hesta Superannuation

I am deeply frustrated with the way Hesta Superannuation has handled our case. My wife has been locked out of her account due to incorrect details in their system, including an error with her title and date of birth. When we contacted Hesta customer service to resolve the issue, things only got worse. (Before the call, we sent a number of emails and details requested by them)

During our call, we provided the correct details, including her member number, address, and date of birth, but the representative claimed that the information didn’t match their system. After my wife authorised me to speak on her behalf, I attempted to correct them regarding the incorrect title (it was listed as "Mr." instead of "Mrs."), and the date of birth discrepancy. However, the agent insisted on speaking only to my wife and even questioned her about contacting her previous employer, which we had already done.

What was most frustrating was that when I tried to clarify some of the details and correct the agent's misunderstanding, I was repeatedly shut down and told they were "talking to the member," even though my wife had authorised me to assist her. At one point, the agent even questioned my wife on when she last contacted the employer (which was over 6 months ago, not 3 months as she initially recalled), and I stepped in to correct her. The agent continued to ignore me, which made it feel like we were being treated like criminals rather than customers trying to resolve an issue caused by Hesta's own system errors.

We’ve been waiting for months for Hesta to fix their mistake, and in the meantime, my wife has been unable to access her superannuation. It is incredibly disappointing that a company like Hesta, which is supposed to care for its members’ financial well-being, would make it so difficult to correct their own errors and refuse to communicate effectively.

I would strongly advise anyone considering Hesta to think twice. If you’re faced with a problem like this, don’t expect timely or helpful support. I’m still waiting for a resolution and will be escalating this further if necessary.

Pathetic! Made a benefit claim late September, still waiting nearly middle October, promised twice that payment would be in within 24 to 48 hours, still not there,??!!!

I've been with HESTA for 20+ years and while the returns on the super side seems good, the insurance is not.
I had a question regarding my death cover (they go through AIA) and after a month they still couldn't give me an answer. Every time I called it was around a 1 hour wait to speak to someone, and then they had no knowledge of my prior calls or that I had been told it was being looked into. AIA had no information on me and my cover at all.
I eventually had to file a formal complaint with HESTA because the AFCA would not help unless I followed HESTA's internal complaint process.
I received a verbal answer to my question after a few days however, I am still waiting for written confirmation as to how they came up with the answer.
I ended up cancelling the insurance and taking up private cover outside my super.