HESTA

Complaints

Hi I'm 63 year old retired man. Having issues withdrawing my superannuation.In past I was able to take several times partial of my super. This time they have asked for ID check because I have moved overseas. I have supplyd all requested documents certified at Australian Embassy ( Medicare card and Passport) and Australian Bank statement . After 7 days I have called HESTA to check progress of my withdrawal.Thay asked me to call back in fewe days later. I just wondering how long it will take to process,? Or if they need any more additional information why they not contacting with me,?? Regard Lajos

I applied for hardship 11 June 2024, next day I received sms “ Hi we have your hardship claim and will process it within 2 business days. If we need anything we'll be in touch. Do not reply by SMS” . Then I received sms. To contact Hesta, to verify my ID. Done all that . All was good. The man I spoke with said will processed in 2 days then it depends on my bank. I waited out the 5 working days still hadn’t been processed. So I called was told will be processed that day. Day 6, after 6 pm a Friday finally processed.. Monday 24th June. Still no funds. Before you blame my bank. 11/06/24 to 21/06/24 is not expectable specially when you tell someone it will be processed in 2 days. ( cut paste straight from sms). I contacted those who I owed money to, to get extension. Now I have extra late fees. This is not ok if gonna be 6 working days then that’s what I should have been told.

Re: AIA Inssurance I received a cost of living adjustment from Return to Work. AIA took this modest increase from my Income Protection payment by deducting my increase from my payments. So the only one to actually benefit from my cost of living increase was AIA Insurance. What the hell!!!!! This is disgusting especially as I am living in poverty. Hesta must, for the sake of their members, get rid of AIA Insurance and work with an ethical, honest Insurance Company instead of a greedy, dishonest, money grabbing insurance company like AIA

I applied for release of funds on compassionate grounds via the ATO , this was approved by the ATO. On 25 April I received a text from HESTA advising my comp grounds claim has been received and will be processed in 3 business days. 2 weeks later I rang to find out what is happening with regards to my comp grounds claim. I was advised it has been sent to fraud dept for consideration ( I am not objecting to that and welcome the extra scrutiny for security measures) I was advised this should be completed in 5 business days and no further information from me is required. I called again after 18 business and advised it is still sitting with the security department and advised it’s usually 5 business days.when I asked for HESTA policy regarding timeframe. I keep getting the same answers and now advised they don’t know how long this will take , even me noting it’s is 3 times longer than the policy requirements I am being informed of. It is now 19 business days and rather than call again I am submitting this complaint.

I have emailed all required documents for a financial hardship withdrawal and as my money is to be transfered direct to my account and its a week later im facing eviction please cant my claim be processed any quicker i have a case worker maybe a letter of support i need funds asap

I called in regards to a message I got to call about my financial hardship claim, I got severe attitude and a lecture from the Indian lady which I do not appreciate as I already am about to be homeless with an almost 2 year old and a 6 month old, I don't need attitude about getting my super out and closing my account.

I have not yet received feedback from my last correspondence. All the items of correspondence below have been unnecessary, in my personal opinion. as the information was given in the first instance - BSB and Account number<br />Janet Roberts 0407706430<br /><br /><br />HESTA Super Fund<br />Wed, May 1, 9:54 AM<br />Your member number: 16130318 Dear Janet Thank you for your recent application. HESTA processed your benefit which has bounced due to invalid account number prov<br /><br />Janet Roberts <lovatj@gmail.com><br />May 1, 2024, 11:14 AM<br />to hesta<br /><br /><br />I am Janet Roberts<br /><br />Bank is Westpac Bank<br />BSB = 733195<br />Account Number is = 509496<br /><br />I think I have given you these details. I have copied what I can from my details but they don't issue statements as they used to do<br /><br />I'd greatly appreciate a quick processing of the deposit<br /><br />Thank you<br /><br />Janet Roberts<br /><br /><br /><br />Westpac Online Banking home<br />Personal Profile - Personal banking Click to open profile<br />Requests<br />Notifications76unread messages Click to open Notification menu.<br />Sign Out<br /><br />Overview<br />, Tab to Overview menu<br />Your accounts<br />Exports and reports<br />Financial position<br />Statements<br />Proof of balance and transactions<br />Interest and tax<br />Transaction search<br />Payments<br />, Tab to Payments menu<br />Make a payment<br />Transfer funds<br />Payees & BPAY® billers<br />BPAY View®<br />Recurring payments<br />Payments list<br />Service<br />, Tab to Service menu<br />Services<br />Preferences<br />Rewards & Offers<br />Products<br />, Tab to Products menu<br />Bank accounts<br />Home loans<br />Credit cards<br />Personal loans<br />International & Travel<br />Insurance<br />Shares & investing<br />Superannuation<br />Products list<br />Business products<br />Home loans<br />Account activity<br />Transfer fundsquick transferMake a paymentquick payment<br />Westpac Choice<br />BSB:733-195Account number: 509496<br /><br />Current<br />$2,501.42<br /><br /><br />hesta@hesta.com.au<br />May 3, 2024, 4:23 PM (12 days ago)<br />to me<br /><br />Thank you for getting in touch with us.<br /><br />This is an automated response to let you know that we got your enquiry and we will get back to you as quickly as possible – please do not respond to this email. <br /><br />If you are looking for our most up to date investment performance visit hesta.com.au/performance<br /><br />You can register or log in to your online account anytime to check your balance, latest contributions or insurance cover. You can also update your personal details and get your BPAY details to make extra contributions. Just visit my.hesta.com.au<br /><br />Kind regards<br />The team at HESTA<br /><br /><br />HESTA Communications Team<br />May 6, 2024, 9:35 AM (9 days ago)<br />to me<br /><br />Your member number: 16130318<br /><br />Dear Janet,<br /><br />Thank you for your recent application.<br /><br />HESTA processed your benefit which has bounced due to invalid account number provided.<br /><br />To reprocess your payment via EFT, we require the top section of a bank statement showing the name of the bank or credit union, your full name, account number and BSB. If any of this information is missing we are unable to accept the document provided.<br /><br />Please reply to this email with a copy of your statement or email all requirements to hesta@hesta.com.au, or mail to:<br /><br />HESTA, Locked Bag 5136, Parramatta NSW 2124<br /><br />Contact us<br /><br />If you have any questions email us at hesta@hesta.com.au or call us on 1800 813 327. If calling from overseas phone +61 3 9200 4714. Our contact centre operates between 8am-8pm AET Monday to Friday.<br /><br /><br />Kind regards<br /><br />HESTA Fund Administrator<br />On behalf of HESTA<br /> <br />Locked Bag 5136<br />Parramatta NSW 2124<br /> <br />T 1800 813 327<br />E hesta@hesta.com.au <br />W www.hesta.com.au <br /> <br />This information has been prepared by Australian Administration Services Pty Limited (ABN 62 003 429 114) on behalf of H.E.S.T. Australia Ltd ABN 66 006 818 695 AFSL No. 235249, Trustee of HESTA ABN 64 971 749 321. Before making a decision about HESTA products you should read the relevant Product Disclosure Statement (call 1800 813 327 or visit hesta.com.au for a copy), and consider any relevant risks (hesta.com.au/understandingrisk).<br /><br /><br />To: <hestasuperfund@aas.com.au><br />Cc: <br />From: Janet Roberts <lovatj@gmail.com> - 03/05/2024 04:20:30 PM<br />Subject: [EXTERNAL] Re: HESTA EFT Rejected<br /><br /><br /><br /><br />----- Message from <lovatj@gmail.com> on Wed, 1 May 2024 01:14:41 +0000 -----<br /><br />To:<br /><hesta@hesta.com.au><br />Subject:<br />[EXTERNAL] Re: HESTA EFT Rejected<br /><br /><br />I am Janet Roberts<br /><br />Bank is Westpac Bank<br />BSB = 733195<br />Account Number is = 509496<br /><br />I think I have given you these details. I have copied what I can from my details but they don't issue statements as they used to do<br /><br />I'd greatly appreciate a quick processing of the deposit<br /><br />Thank you<br /><br />Janet Roberts<br /><br /><br /><br /><br />Personal Profile - Personal banking Click to open profile<br />Requests<br />Notifications76unread messages Click to open Notification menu.<br /><br />Janet Roberts <lovatj@gmail.com><br />May 7, 2024, 9:58 AM (8 days ago)<br />to hesta<br /><br />My bank is Westpac<br /><br />The BSB is 733-195<br /><br />Account - 509496 <br /><br /><br />Please deposit the amount I withdrew as soon as possible as it is weeks now I have been waiting . (I doubt I gave you the wrong details - you said you didn't have the name of the bank. Strange. I'll report this soon to higher authorities<br /><br />Janet Roberts<br /><br />0407706430<br /><br /><br />Janet Roberts <lovatj@gmail.com><br />Attachments<br />May 7, 2024, 10:22 AM (8 days ago)<br />to hesta<br /><br />I hope this is the statement you need. If it is not, let me know and I'll try again<br /><br />Thank you<br /><br />Janet<br /><br /> One attachment<br /> • Scanned by Gmail<br /><br />hesta@hesta.com.au<br />May 7, 2024, 10:27 AM (8 days ago)<br />to me<br /><br /><br /><br />HESTA Communications Team<br />Attachments<br />May 8, 2024, 10:03 AM (7 days ago)<br />to me<br /><br />Your member number: 16130318<br /><br />Dear Janet,<br /><br />Thank you for your recent email.<br /><br />Unfortunately that below attached document is not a Bank statement , we require the top section of a bank statement showing the name of the bank or credit union, your full name, account number and BSB. If any of this information is missing we are unable to accept the document provided.<br /><br />Please reply to this email with a copy of your statement or email all requirements to hesta@hesta.com.au, or mail to:<br /><br />HESTA, Locked Bag 5136, Parramatta NSW 2124<br /><br />Contact us<br /><br />If you have any questions email us at hesta@hesta.com.au or call us on 1800 813 327. If calling from overseas phone +61 3 9200 4714. Our contact centre operates between 8am-8pm AET Monday to Friday.<br /><br /><br />Kind regards<br /><br />HESTA Fund Administrator<br />On behalf of HESTA<br /> <br />Locked Bag 5136<br />Parramatta NSW 2124<br /> <br />T 1800 813 327<br />E hesta@hesta.com.au <br />W www.hesta.com.au <br /> <br />This information has been prepared by Australian Administration Services Pty Limited (ABN 62 003 429 114) on behalf of H.E.S.T. Australia Ltd ABN 66 006 818 695 AFSL No. 235249, Trustee of HESTA ABN 64 971 749 321. Before making a decision about HESTA products you should read the relevant Product Disclosure Statement (call 1800 813 327 or visit hesta.com.au for a copy), and consider any relevant risks (hesta.com.au/understandingrisk).<br /><br /><br />To: <HESTASuperFund@aas.com.au><br />Cc: <br />From: Janet Roberts <lovatj@gmail.com> - 07/05/2024 10:27:04 AM<br />Subject: [EXTERNAL] Re: HESTA EFT Rejected<br /><br /><br /><br /><br />----- Message from <lovatj@gmail.com> on Tue, 7 May 2024 00:22:50 +0000 -----<br /><br />To:<br /><hesta@hesta.com.au><br />Subject:<br />[EXTERNAL] Re: HESTA EFT Rejected<br /><br /><br />This message has been marked as Confidential on Wednesday, 1 May 2024(See attached file: Janet A Roberts-2_FPC signed 10.35 oct 29.docx)<br /> One attachment<br /> • Scanned by Gmail<br /><br />hesta@hesta.com.au<br />May 8, 2024, 3:32 PM (7 days ago)<br />to me<br /><br /><br /><br />Janet Roberts <lovatj@gmail.com><br />Attachments<br />May 9, 2024, 10:00 AM (6 days ago)<br />to hesta<br /><br />Westpac Online Banking home<br />Personal Profile - Personal banking Click to open profile<br />Requests<br />Notifications68unread messages Click to open Notification menu.<br />Sign Out<br /><br />Back<br />Statements<br />Can you spot and avoid a scam?<br />Click for more details<br />Search for statements Access your last 7 years statements on the following account types: cheque, savings, home loan and some credit cards.Select account type<br />Active accountsTab selected.Closed accountsTab not selected.<br />Provide search criterion for retrieving the statements<br />Select accountrequired<br /><br />Flexi Loan xxxx xxxx xx41 5382 -$4,000.08<br />Enter date rangeorselect a preset range<br />from daterequired<br />10/05/2023<br />Please enter day / month / year with leading zeros in the formatdd/mm/yyyy<br />to<br />to daterequired<br />09/05/2024<br />Please enter day / month / year with leading zeros in the formatdd/mm/yyyy<br />or<br />Enter a statement numberrequiredMaximum number of characters are:5<br />SearchSearch for statements of account Westpac Choice 733-195 509496 between 10/05/2023 and 09/05/2024<br />Table of statements for view or download not sorted not sorted<br />Issue date. This column is sortable Statement number Statement PDF<br />10 Apr 2024 00318(opens HTML in new window) Download statement number 00318PDF<br />08 Mar 2024 00317(opens HTML in new window) Download statement number 00317PDF<br />09 Feb 2024 00316(opens HTML in new window) Download statement number 00316PDF<br />10 Jan 2024 00315(opens HTML in new window) Download statement number 00315PDF<br />08 Dec 2023 00314(opens HTML in new window) Download statement number 00314PDF<br />10 Nov 2023 00313(opens HTML in new window) Download statement number 00313PDF<br />10 Oct 2023 <br />...<br /><br />[Message clipped] View entire message<br /> One attachment<br /> • Scanned by Gmail<br /><br />hesta@hesta.com.au<br />May 9, 2024, 10:04 AM (6 days ago)<br />to me<br /><br /><br /><br />Janet Roberts <lovatj@gmail.com><br />May 14, 2024, 10:04 AM (1 day ago)<br />to hesta<br /><br />Statement link <br /><br />https://banking.westpac.com.au/secure/banking/accounts/getpdfstatement?accountGlobalId=21a37b8f-8df5-41fd-96db-<br /><br /><br />Janet Roberts <lovatj@gmail.com><br />Attachments<br />May 14, 2024, 10:07 AM (1 day ago)<br />to hesta<br /><br />From Janet Roberts <br /><br /><br />Your member number: 16130318<br /><br /><br /><br />Please deposit the money I have withdrawn<br /><br /><br /><br />Janet Roberts<br /><br /><br /> One attachment<br /> • Scanned by Gmail<br /><br />hesta@hesta.com.au<br />May 14, 2024, 10:10 AM (1 day ago)<br />to me<br /><br /><br /><br />Janet Roberts <lovatj@gmail.com><br />12:04 PM (1 hour ago)<br />to Eden<br /><br />You don't need to see the - it just shows my careless approach<br /><br />Don't look at it<br /><br />Janet<br /><br /><br />Janet Roberts<br />1:53 PM (0 minutes ago)<br />to hesta<br /><br />To Whom It May Concern<br /><br />I have given you the bank statement now. Please get back to me and acknowledge your receiving this,<br /><br />Thank you Janet Roberts

I completed a withdrawal request online giving the correct account details on Thursday 16th May, 2024. The amount was deducted from my superannuation account on Monday 20th May, 2024. As it is still not in my bank account I made enquiries today and it was discovered that whomever had entered the details of my account had inserted an extra digit to my bank account number. A simple typo error on you employees part which has caused massive inconvenience for me as I need this money to pay for my husbands hospital admittance next week for removal of cancer. I have been advised that it will take ten days to resolve the issue and that I will have to jump through multiple hoops to prove that the account number I provided is correct, which it is, and now I will have to arrange another withdrawal to ensure I have the money in time. Luckily, my husband is with QSuper and they have kindly arranged to have a transfer to our joint account by next Tuesday. I understand that companies have certain policies to follow, but when the mistake is your employees, I expected more expediency on you companies part. I believe that as my husband is with QSuper that I can transfer to an account with them. If this matter is not resolved quickly, this is exactly what I shall do. To say I’m disappointed with HESTA is an understatement.

Four phone calls made today, spoke to four incompetent and dis functional headed people, I was asked an ID question because I left my member number at home today. I am filling out a withdrawal form and do not have nor can I obtain it through heat inadequately trained operator. I requested to speak to a superior or on all four occasions, all denied. I was asked what are my investment options for my account, I don’t have enough money to worry about investments options and why is this an ID question, dumb dumb question. I have to get medication this week which costs me over six hundred dollars, this happens every time. I am tired of this. I have four name of the employees all of non English background require spelling out word for word and letter for letter. I will miss my medication schedule again due to incompetent staff at call centre. This time I will be suing for negligence, also making a report to ACCC<br /><br /><br />Giovanni Giliberto

ON 25 October 2023, I lodged a Rollover request and have provided every documentation and has had 5 follow up by phone and today I been told that I have to resubmit my application. Also, the customer service person has very strong accent and I merely understood what he was saying. I need to understand that why is the superannuation fund still has been transferred to my self managed funds