momopi
Well-known member
Couple weeks back, I submitted an application to open a custodian Roth IRA account for my daughter at Vanguard. However, after speaking with my accountant, she informed me that the account can only be funded by my child's "earned income" and money given to her for doing chores (folding laundry) is not acceptable. Since she is 4, obviously this wouldn't pass IRS audit. So I called Vanguard to cancel the application, then called back to verify that it was cancelled.
Few days after, I received an email from Vanguard to inform me that the account has been opened and money has been transferred to the account's settlement fund. I logged into Vanguard and verified that the Custodian Roth IRA account was created, then called back to resolve the issue which turned out to be a trip down the rabbit hole.
After multiple phone calls with different Vanguard departments, this is what I found:
If you submit an account application by mistake, the department that you need to speak to is the Onboarding Group. I made the mistake of speaking with general customer/account support group and the application cancellation was not processed, nor did know to send a message to the Onboarding Group.
If the IRA account application has been processed-opened-funded, the department that you need to speak to is the Retirement Group. The process to remove the funding before account can be closed is called "Excess Removal". General customer/account support and Onboarding Group cannot resolve the issue at this point, you must speak the Retirement Group to request Excess Removal then account closure. The general customer support group and Onboarding group may not always know to route you to the correct department (Retirement Group).
I got the correct information & contact groups by demanding to speak to the supervisor.
Few days after, I received an email from Vanguard to inform me that the account has been opened and money has been transferred to the account's settlement fund. I logged into Vanguard and verified that the Custodian Roth IRA account was created, then called back to resolve the issue which turned out to be a trip down the rabbit hole.
After multiple phone calls with different Vanguard departments, this is what I found:
If you submit an account application by mistake, the department that you need to speak to is the Onboarding Group. I made the mistake of speaking with general customer/account support group and the application cancellation was not processed, nor did know to send a message to the Onboarding Group.
If the IRA account application has been processed-opened-funded, the department that you need to speak to is the Retirement Group. The process to remove the funding before account can be closed is called "Excess Removal". General customer/account support and Onboarding Group cannot resolve the issue at this point, you must speak the Retirement Group to request Excess Removal then account closure. The general customer support group and Onboarding group may not always know to route you to the correct department (Retirement Group).
I got the correct information & contact groups by demanding to speak to the supervisor.
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