HESTA ONLINE HELP

Brendan Curran | July 26, 2018

I had a client today who needed some help to send a rollover form to HESTA and didn’t know where to send it. So they asked me to find out for them. I went to their website and had a conversation with a computer followed by a person 

.......this is what we get to deal with on a daily basis...it’s a bit of a long read, but I am sure that most people will get a giggle out of this....... 

HESTA

Hello, I'm Liz, your virtual assistant. I'm here to help with your general enquiries 

BC

What address do I send a rollover form to for a member who is rolling their super INTO Hesta?? 

HESTA

It's easy to bring your other super accounts into HESTA via Member Online. Once you've logged in, choose the 'consolidate super' tab and follow the prompts - https://www.hesta.com.au/mol

Or you can fill out the paper form if you prefer - https://www.hesta.com.au/rollover

Was this helpful?

Yes/no 

BC 

NO  

HESTA

Sorry we couldn't help. Please try rephrasing your query or give us a call on 1800 813 327 8am - 8pm AET Monday to Friday.

Or select from one of the following common topics?

Log in details HESTA's Investments Insurance Options Contact Us 

BC 

How about no? 

HESTA

Sorry we couldn't help. Please try rephrasing your query or give us a call on 1800 813 327 8am - 8pm AET Monday to Friday.

Or select from one of the following common topics?

Log in details HESTA’s Investments Insurance Options Contact Us 

BC

is there a PERSON who can talk to me? 

HESTA

my pleasure. 

BC

Seriously

It’s like you dent even want to receive the rollover.... 

HESTA

If I haven't got the response you need try clicking the search or contact icons at the top of the page. 

BC

Give me strength..... 

HESTA

Sorry, I didn't understand that. Do you want to be connected to an agent?

Yes/no 

BC

Yes 

HESTA

Connected. Waiting for an Agent...

Thanks for your request to chat. We’re just transferring you to a consultant so please hold. We’ll be as quick as we can.

Jessica joined the chat. 

BC

I have a rollover form for you.....where do I send it?

It’s not a difficult question.... 

HESTA

Our postal address: Locked Bag 5136, PARRAMATTA, NSW, 2124

Can I help you with anything else? 

BC

email address? 

HESTA

The Form needs to be posted 

BC

Seriously

HESTA

We do not accept the forms any other way but post. 

BC

Will you backdate the rollover to the day that the members funds were transferred???

What’s the point of having a website then? 

HESTA

the date will be from when HESTA receives the funds. 

BC

so that would be when the funds clear....presumably tomorrow?? 

HESTA

Timeframes on transfers are up to 5 business days, under legislation rollovers can take 30 business days. 

BC

The funds were transferred TODAY from a SMSF 

HESTA

Via EFT? 

BC

yes 

HESTA

Bank handling timeframes are 3-5 business days.

You will need to return that rollover in form in the post with a rollover benefit statement from the SMSF. 

BC

what is a rollover in form???

there is a rollover statement that has been prepared by the SMSF

it provides all the details you need

why do you need ANOTHER form???

hello???

Liz? 

HESTA

The Rollover initiation form is available on the HESTA website.

You will need to send that form, as well as the rollover statement that has been provided by the SMSF. 

BC

what is on that form that you don’t already have?

the individual is ALREADY a member of Hesta

HESTA's details as well as the details of the fund that is sending the funds.

the rollover form gives you that 

HESTA

If it is a rollover form and not a rollover benefit statement then that is fine, however, we need both documents. 

BC

no you don’t

you need a rollover form, that’s all, and that’s all I’m going to send you.  I am very happy to discuss this by telephone 02 4399 1833 

HESTA

That is your decision Brendan, we will ask you to send us a rollover in form as well if we do not have all the required documents. 

BC

you don’t need one. What information is contained on the rollover in form that is not ALREADY contained in the rollover form???

I’m tipping the answer to that is nothing?? 

HESTA

If you would like to discuss this further you can contact our call centre on 1800 813 327. 

BC

I was first, you call me - what is on the second form that is so critical to the success of the rollover Liz??? 

HESTA

Please provide your full name, member number and DOB 

BC

I am not a member. I am an accountant acting for a member.

"privacy laws prevent us from discussing this further with you"....... is that what you are typing out now???

come on Liz, I just want to get this form off to you in the most efficient manner, and you are killing me here...... you guys already have the money

I have the form, you don’t need anything else...... I am not being unreasonable here Liz. 

HESTA

If you would like to discuss this further you can contact our call centre on 1800 813 327. 

BC

or you could call me...... 

HESTA

If you would like to discuss this further you can contact our call centre on 1800 813 327. 

BC

or you could tell me what is so fantastic about the extra form that I don’t understand. Come on Liz we were just getting somewhere.... dont leave me..... 

HESTA

If you would like to discuss this further you can contact our call centre on 1800 813 327. 

BC

Do you have someone else that can talk to me???? maybe a supervisor??? this is so impersonal

I thought we had a connection Liz…..  Liz???...... that really hurts Liz....... well if that’s how you really feel Liz....  I am hurt (snif)   rejection is really difficult for me to process Liz... ever since Sparkles died....... Sparkles was my best buddy ………but Sparkles got into the garbage one day and no one knew.... it was horrible.....

ok Liz, I get it …. it sounds like we are done.... bye Liz... 

HESTA

Because you have sent the funds via EFT already, you can email the Rollover Benefit Statement to us same day to hesta@hesta.com.au 

BC

THANKS LIZ!!!!  ….. I KNEW I COULD COUNT ON YOU!!! …… YOU DA BOMB LIZ!!! 

HESTA

Can I help you with anything else? 

ME

I LOVE YOU!!!!