HESTA Super Fund

Absolute humiliating nightmare getting them to update my legal name and sex. They refused to update their records to my legal name and gender, despite me providing all required documents and following all procedures they asked for. Clearly driven by transphobia.

Terrible customer service. Terrible website with little information. Some of the information is incomplete - if you can find it. Increases your risk of poor decisions and losing money (happened to me). Calling them does not help since their call centre simply repeats what's no the website.

Absolutely pathetic! Perhaps the most deplorable superannuation fund I have EVER dealt with either personally or in my legal career! Trying to… Read more

contact this fund is a nightmare at best and despite what they say and the recent marketing campaign, they DO NOT care about their members. If they did, they would actually answer the phone! I have spent countless hours over multiple days trying to contact HESTA in behalf of my Mother who has rapid progression dementia and is in care to request a Centrelink schedule. I have called, I have emailed numerous times and provided a copy of the registered EPOA but to no avail. I have Centrelink threatening to cut my Mothers pension without this information but do HESTA care - Nope! I received an email back saying they need to “investigate”. With all due respect, there is NOTHING to investigate - you just need to provide a simple balance to Centrelink something which is quite easy and should take all of 5 seconds. To add insult, HESTA stated they had up to 45 days by law to provide a response. Great customer service HESTA! And if that wasn’t enough, HESTA has now proceeded to cut or pause my Mum’s income stream while they supposedly investigate!!! GREAT JOB HESTA!!! How exactly is my Mother supposed to pay her fees or survive for that matter????

Best part is, HESTA approached the organization I work for last week spruiking their fund and how it puts members first. Management was aware of my dealings with HESTA and the stress they have caused my family and thankfully have opted to go with Australian Retirement Trust as their preferred fund who I cannot recommend highly enough and would not drag their feet like HESTA are doing because for ART, their members truly do come first!

The worst experience EVER and I would strongly recommend anyone and everyone avoid HESTA at all costs or get out as soon as you can!!

1) Most recently I requested a withdrawal to buy a new car. Not urgent, but I did see that during the process, others needed THEIR MONEY to make a Property Settlement or pay for an Aged Care place and the length of time that it was taking, it could… Read more

have had serious consequences. In a climate of Scam Transactions members want clear and timely communication from Hesta that the request will be received, met and a date provided. I kept checking my bank account in panic until finally the payment arrived.

2) Today I needed a current detailed Financial Statement FY 2025 from Hesta for updating our Pension Assets at the bank. It’s already September 2025 and the only information available was the “Welcome” screen with only the barest of detail, not even my full name or address and the date in reverse I.e (European syntax) which might read as April not September 2025. It could be anyone’s Report. Whether this ‘print screen’ report is enough info for Centrelink I am yet to find out.

3) Oh!! and trying to find out how to Contact Hesta when logged in to my Account apart from the Robo type message which does not provide more than a default answer. This is not good enough for me or any other member. I am a HESTA Member for more than 20 years?

Despite the recent issues with some of the administrative challenges - which I believe are now resolved, my overall experience of HESTA has been exceptional. The member support and financial planning/advice service has provided me with confidence in my retirement. I am very happy to be a member of HESTA and will continue to have them partner with me in the management of my super in retirement.

Hesta has been a good investment for me over the years. It gives me a good return on my money. They have a very helpful & friendly staff. A happy client here.

I have been with HESTA for about 30 years I have recently received advice from Peter and it was great I wish I had done it sooner! Great advice lots of options available

Please check your income protection insurance as they price gouged me! Cost was 3x more than hubbys and paid out one third of of what he gets.I have cancelled it.

I had an extremely frustrating experience with HESTA customer service. Before even speaking to an agent, I spent a very long time on hold and had to try multiple times to get through. When I finally connected with a representative, the interaction was disappointing. On top of the excessive wait times, the customer service representative was rude… Read more

and dismissive throughout the call. The agent appeared to be reading from a script and was unwilling to clarify or rephrase questions when I couldn't hear or understand them properly.

Whenever I asked for clarification, I was interrupted and told not to speak while they were talking, even though I was simply trying to understand the information being provided. Rather than helping resolve my issue, the representative's attitude made the situation even more frustrating.

All I was trying to do was access and log in to my account, yet what should have been a simple process turned into a stressful and unpleasant experience. I expected professionalism, patience, and respectful communication, but unfortunately received none of these.

Due to this experience, I have lost confidence in HESTA's customer service and have decided to move my superannuation to another fund. I hope HESTA takes member feedback seriously and improves the quality of support provided to its customers.

No problems with this fund for many years (8) as I didn't have to interact therewith. I recently wanted to make a change which involved proving my ID. Their system rejected my info with their representative admitting the problem was at their end. For various reasons I was unable to use an alternative method so, stuck without an income, I had… Read more

little choice but to transfer to another fund. Totally inflexible and a 'take it or leave it' attitude from their representative.

When Hester changed (management I think) it became very very frustrating to access their site, withdraw funds or receive any information for a long time, I nearly gave up on them. That's in the past now and I'm extremely happy to say everything is very smooth, easy and efficient to deal with. I've been with Hesta for over 30yrs and will continue… Read more

forward with their professional service and healthy returns once again. I'm glad I stayed with you Hesta!.

Well here we go again this is a joke Monday I get told I had to resend id documents which I did 3 times only for them not to get any of them then I finally get onto them I send the id docs again 4 th time get told that everything was good they had everything only few days later to be told they needed more info like wth seriously I send the 2… Read more

pieces of information to them again for them not to receive them again I call they find my emails saying everything is good they will prioritise my claim then Friday I call them and they now say it’s under review like what the hell is going on here seriously I am so upset they for starters I get treated like a dum trash. Weee is your customer service Hesta it’s not nice when u are treated with such little respect let’s see what happens on Monday I will be taking it further if they have not processed my claim

I applied for a withdrawal of funds from my superannuation accumulation account. I am over 65. It is 12 working days since an email stating they have the documentation. Their website says 3-5 business day. I keep following up. A HESTA consultant advised me to make a complaint. The complaints team has escalated but can't give a a time frame. I was… Read more

told it could be weeks and I have no other way to progress this. I've advised them I need the money. Ut seems to make no difference. I'm considering taking all of my money out of HESTA.

HESTA Financial Adviser Michael in Adelaide was extremely knowledgeable & helpful with my transition into retirement, for which I am extremely grateful. I would absolutely recommend getting transition to retirement from HESTA.

I needed to access my superannuation for dental work. I am able to do this now due to being 60. HESTA have been so member friendly and accessing my funds was easy. Thank you HESTA.

Their system continues to have major problems. I just got an email asking me to respond to them by email at an email address that does not exist...hesta@hesta.com.au ...this had been a monitored email, which I have used before, even though it was hard to find it,,,but has been the only way to contact them properly in writing by email which is… Read more

very important. I replied as they asked, and got an immediate reply saying that email address is not monitored... For years their IT changes have been very problematic, I guess that is where they spend all the fees they collect, just doing IT changes that dont work and repeating that. Are they forcing us again to use the AI contact me options. We have the right to email contact and they are denying this to us..

If I could give them zero i would. All of them are Incompetent and the worst customer service i have EVER come across. As a nurse I will be sure to tell everyone I can how pathetic and unbelievably bad they are. STAY AWAY FROM THEM.

I have joined Hesta many years ago and they have delivered excellent results with great returns. It is so easy to withdraw for living expenses and for the upkeep of my porperty. They have always being very helpful on the phone when I needed questions answered.

Very poor service from Hesta. My wife asked them a very simple question online in regards to her Non Concessional cap using the Bring Forward rule. She was fairly confident of the answer but just wanted to check to be sure. What she received back made no sense at all. Seems whoever replied had no idea of the difference between concessional and… Read more

non concessional contributions. She contacted them again for clarification only to be given even more nonsense. This time the responder had confused the tax paid on a previous concessional payment as the payment itself falsely claiming my wife had lodged an NOI for that figure. Sorry this is just complete and utter garbage.

How can anyone rely on an organisation that is providing such misleading and incorrect information to their members ?

Now she has raised a complaint but has received the customary "we'll reply in 45 business days" response.

Such delays just add salt to the wound and should not be tolerated by any member.

edit: We let this review go to mediation with HESTA rather than publish outright but the only thing my wife has received in the last week has been more platitudes about how important her business is to them and how they will look into the problem immediately - ha !

We have been with HESTA for a number of years, easy to contact for questions regarding your super and reasonably easy to make withdrawals electronically. It’s always less than 5 business days to get your money

Noted a previous post that stated they received a withdrawal within 24 hrs. This is not the case. Payments might be made in up to 5 working days if the paper work is correct according to the representative I have just spoken to. No emails are sent by them to acknowledge your request or to inform you on any progress. After talking to the mediation team. The payment was processed quickly with no problems. Show details ·  1

My wife is in late 70’s and I am over 80yrs old. Because Super didn’t come in until the 1990’s we do not have a great deal of money. Initially we had an investment advisor and that lost us some money. We changed to HESTA and they provided good advice and allow you to adjust investments to suit your needs. They have made us feel confident in our investments and a safe place to invest our money.

Awful. I am appalled with hesta. I wish i can swap super fund. I have opened a TTR account and i was meant to be paid yesterday, somehow i didnt get paid, and everytime i call they keep telling me to wait 24hrs. 24 hrs has past, i called they keep telling me the same thing. Wait another 24hrs. They couldnt even tell me why i didnt get paid. Its… Read more

not like im asking hesta for money, im merely asking for my own money to be given to me. And yet HESTA IS PLAYING GOD WITH MY MONEY