Australian Retirement Trust has diabolical customer service via the phone. I have had to contact them many times over the last couple of months. Their wait times are disgraceful. They try to re-direct you to their "live chat" via their website but it's often unavailable. They offer a call-back option rather than waiting on hold. When they call back you are back where you started and have to begin the process again. When you get through to someone their knowledge seems very limited (not their fault). They have asked for the same information three times and I have provided exactly what they require in the format requested yet they appear not to have received it.
I have recently retired, I rang the superannuation company to get information on the best ways to work out my super to get an income from the super. Keeping in mind, this company has changed its name five times since I have been in it. The first port of call (customer service) could not provide the information correctly, as clearly they were not informed to that degree.They said I could talk to someone for advice, I thought I already did. I had to wait an entire month for the person to call. The questions were clearly the basic outline from the script. The person kept saying the same thing in different ways. I had a list of questions I wanted to know. In the usual ART way, I was spoken down to when I tried to define the answers. I then went online to create the income account, when I attempted to confirm my identity using one of the requested forms of identity, it failed. So I rang "customer service" who told me I would have to do a paper form. I asked if they could reset it, apparently, they are not up to that. I put in a complaint about my experience, and low and behold, customer service sent the outcome of investing themselves, telling me they are right, who would have guessed? I would strongly suggest this company spend less time changing their name & more time on updating the system & training the first port of call people. While all this time passed, my super has gone down with the fluctuation, now I have to wait until it rebounds to do what I need before setting up the retirement income account.
Based on 17 verified customer reviews, australianretirementtrust.com.au holds an average rating of 3.0 out of 5 — rated Average on ReviewTerminal.