We called in. The rep on the phone told us NOT to mail in the documents. She found an investigation has been opened on this issue (from other’s complaints), then proceeded to tag our account to the investigation and emailed us a link to upload the required documents (which needed to be done while on the phone). She said we would be notified regarding the investigation.
The next day, we got an email reply basically telling us to use the “easy steps” to fill out the ONCARE form correctly. It’s unclear to me if this is the resolution to the investigation.
When I first explained the issue, the rep seemed to put the error on the user, as the top part of the ONCARE form was not filled out (you have to make a selection out of 4 choices). I asked why then was the lower income put as the default (when no selection was made) and also given the married status in our files. The software should have promoted that the form was incomplete. I also explained that nowhere on the childcare receipt input form mentioned ONCARE form so we were totally unaware of this form.
At some point, the rep said since this is a manual form, it may not be under their accuracy guarantee. This was before she found the investigation case and tagged our account.
I hope TurboTax owns up to the poor product design and reimburses the interest we are now charged.
Anyone facing this issue should call in and have their case tagged to the same investigation!
