Australian Retirement Trust (ART)

Complaints

I was a member of Australian Retirement Trust and have spent over 60 days waiting for my DASP payment since my application on 18 April 2024. After submission of all required documents I had to follow up after the stipulated time of 10 days to get information about my payment. Emails and requests for contact were not returned either. After many calls and enquiries , I was informed about my bank rejecting the payment on the 6th of June after persistently asking for a swift payment confirmation reference. ART did not even send me proof of payment. I had to ask for it, My bank asked for a swift transfer confirmation to trace the payment which they claimed to have paid but they failed to provide , only an email stating the transfer which is not proof enough. I was left with unanswered questions if the payment was really done. Was asked to resend new banking details of a different account, I obliged and sent on the 6 th of June and was told it was not going to take long but it now i don't have a written resolution about my payment progress. Goal posts are changed everyday as i chase my payment. This is not what they said the do according to their policies. It has jeopardized my planning and caused lots of expenses on me as i am calling international every other day. i have reference for my case 4089590 and chat reference 2001288957. All I need is for my payout to be made asas so I can progress with my life

It has been five days ( Saturday Sunday and three business days ) since last Friday that I requested to transfer $15,000 into our nominated account and it still is not there. What is happening ?

I applied for early release of super, was approved due to medical reasons and was told it would be 5 -10 days last Thursday 15th March to hit my account. Due to needing urgent medicine they told me it would go through urgently and after ringing them Friday, the claims manager told me he would ring me Monday morning with processing details and asked me if I would make it through the weekend without medicine!! No phone call so rang Monday about 4 times, emailed as well to get a claims manager to ring me so I knew what was going on. Told that someone would ring me by lunch Tuesday, no phone call. Was then told by email no phone call that the money would go through as a priority payment and would be in my account by lunchtime today Tuesday 19th March 2024 by email at 8.14am by a claims manager but no money in my account. Cannot get through to any claims manager and was hung up on twice today after waiting for an hour both times, then told that all phones dropped out twice today, after requesting a trace on my money, yet no one rang me back to apologise or to reconnect and let me know the trace of the money to date. I rang back and was told that it would be there Thursday or Friday into my account and basically refused to do a trace on the money why would they not do a trace? Whole experience has been stressful, it's my money but they act like it's there's, have spent all my time ringing them to be told they will ring back but don't, why am I being lied to. If all calls are being recorded this will be evidence within itself, all calls and duration are on my phone. And when I went to complaints department I got customer service again telling me they couldn't direct my call to them and they would relay my complaint... Unbelievable.

I am urgently trying to get an account balance on my super, but all phone lines are down. What can I do?