ESSSuper

18 monthe after retirement doing a new Will find I have no beneficiaries on my account. Told it changes because of retirement. Not happy at all after 38 years I think it's time to look for new. Reading the reviews I think going backwards very quickly.

My call was answered quickly and the representative was polite, informative and knowledgeable.

I had a free appointment with a financial consultant who asked excellent questions. My responses ensured he gained a good understanding of my current situation. Once I'm ready to commence accessing my super I have no hesitation in arranging and paying him to compile an appropriate financial plan for me.

I would like to send my sincere appreciation to ESSS Customer Service Staff John & Alivia for their Understanding & Patience with regards to my recent Urgent request. I commend their Willingness/Commitment & Professionalism whilst seeking to help with my request in a most courteous manner.

After the ESSSuper system upgrade in 2022 I was asked to provide identification for my account. I emailed a copy of a Statutory Declaration with copies of my Birth Certificate, Marriage Certificate, Drivers Licence and Medicare Card signed by my Solicitor. All was fine, I was able to withdraw funds from my Accummulation account when required on numerous occassions.
Come February 2023 I went to withdraw funds from my account and was locked out. I was told by Customer Service that the copy of the Stat Dec was invalid and I would have to provide the Original Stat Dec by post. Yet on their website it states that 'There are 2 ways you can provide proof of identity - 1] Electronic ID verification through Members Online 2] Provide physical certified copies of documents. I ended up posting the Original Stat Dec approx 4 weeks ago against the advice of my Solicitor. I realise now it was a mistake forgetting everyone is working from home these days. So I guess there is no one to open the mail.
Tell me what do I have to do or provide to be able to withdraw funds out of my account?

I find it hard to believe that ESSSuper has a low rating. Everybody's circumstances are different, but in my case I got very good service and information from one of their Education Officers. As I'm moving into retirement mode, I wanted to get the right information to take the next step into retirement. Speaking to their Education team meant I was able to make some major decisions as to what options I had to get the best out of my lump sum.

I have never been so disappointed by a super fund. The consultants who answer the phone have no idea and then refuse to transfer you to someone who does. Trying to transfer funds out of ESS Super is even worse. Absolutely disgraceful.

Very frustrating to deal with. Individuals can be lovely, but as a fund- useless when it comes to accessing your money. Lots of jumping through hoops- people giving conflicting advice. Lack of communication. Financial adviser having just as many problems with them as I am. Not happy Jan!

My entire Defined Benefit amount went missing for a day and nobody can tell me why. Their "customer service' staff a have minimal knowledge about superannuation. Apparently it's a third party that do the administrative work for ESSSUPER.
HOW LONG DO I HAVE TO WAIT TO GET SOME ACTUAL CUSTOMER SERVICE?

If you like going around in circles then this is the company for you.
Good luck transitioning your money for retirement, they certainly thwart your progress at every stage of the transaction.
I have been lead around in circles for 4 months trying to get my own money

What appalling reviews! I feel so sorry for the many members who have commented below. Their pain & frustration is palpable. ESSS was once a great fund with dedicated staff, what the hell has happened? I hope you all have your issues resolved as quickly as possible. So very important in retirement to have prompt access to YOUR money. Good luck to you all

As a retired member that voted to create ESSS, I am exremely disappointed in the way that the fund has degressed. What other enitity would take six weeks to update its software and even then things were not correct. During that time members could not access their accounts on line. It took three months to get things back to some sense of normality. My account was not correct and all emails to the fund were left unanswered. It was impossible to phone as the wait time was extreme. On one occassion I phoned right on 9am to be told I was sixth in the que. After one hour and ten minutes I had progressed to second in the que and then the phone was disconnected from there end. It had to be a situation that they only had one person on the phones with such a delay? In frustration, I ended up writing directly to the CEO via normal mail. The letter was never answered. My account was eventually rectified. I feel that there is a definite lack of care from the fund and lack of customer service which has gone backward since there software up-grade.

Going from bad to worse - the payday calendar indicates November 2022 payment on 25th it's now 28th and no funds in bank account - what's gone wrong? We rely on regular payments to survive.

Having been a member for > 30 years now looking to access an income stream I am frustrated with the delay in the funds becoming available and the absolute paucity of communication. A written complaint get an unsigned form letter with an indication of response within 30 days. A call to the info line gets a promise of a call back by a senior person within 72 hours, who agreed with my concerns as to delays and absent communication regarding system upgrade/ outsourcing issues and a difficult merger with State Super. They need to inform members of these issues as it has now been 9 weeks without income. Not Good enough.

Wondering if anyone knows if it is true that ess have outsourced their processing to a private company (ie all our private info being given to another company) - surely this is just a nasty rumour - surely they would not outsource such private information - again it must be wrong - sorry can you confirm is our information being outsourced to a PRIVATE COMPANY

A hopeless organisation to deal with on even the most routine matters. Its lack of communication with members and absence of service knowledge exhibited by staff is appalling.

The ongoing excuse for this situation is the "system" changeover which began in February this year; an exercise that effectively completely shut down communication with members for over two months. Since that time the client service ethos of ESS Super has completely changed for the worse.

Previously, members received polite, well informed advice and information from a team of Members Consultants who demonstrated a high commitment to helping and assisting the membership. Now, contact by telephone is made as difficult as possible through use of extremely long waiting times, and a typical call-centre attitude on the part of call takers - constant fobbing off by referring to the website which is of no help, and saying nothing can be done "it's all the system's fault".

It is a disgrace that ESS Super management continues the hypocrisy of stating that members' welfare is its highest priority. Clearly its actions reflect a total antithesis. However, this would doubtless be of little interest to those members of the Victorian public service who continue to enjoy the benefits of their employment without any real measure of accountability.

Absolutely useless. Dont answer the phone and will be using the covid excuse until they go bust. I've had to make every enquiry by email for a rollover - which for some inexplicable reason they botch every time and reject it - send it back and I go back to the end of the queue. Instead of just calling me and fixing the error (which is with them in the first place). If you want to keep your sanity stay away these guys are terrible.

The CEO was interviewed by Tom Elliott from 3AW where he stated the new platform is working well. This is not the case. I have contacted you about a problem with my account where it is showing the incorrect information. I was told it happens sometimes and will be fixed by the 20/5/22. I have been retired for the past 16 years and never had a problem until this new beaut system. You should be ashamed.

Super happy with ESSS. They have been great in these volatile times. Great customer service. Thank you.

Have been trying to contact ESSS for over 3 weeks - nothing. No replies online, no one answering phones.