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I have used Turbo tax for the last couple decades. Filled a joint form with my wife and I where I put childcare tax credits but got the ON479-A CARE credit applied but was ineligible for due to income. It was an error in the program. Not sure how to address this as it's not a small amount and interest applied. Presuming the 100% Accurate Calculations Guarantee should have caught this for the 2021 to 2023 tax years as we just got our reassessment stating the error.
I encountered the same problem with the form ON479-A too. Since this form is incorrect, I got notice of re-assessments for 2021, 2022, 2023 from CRA recently. I reported the problem to Turbo Tax and they don't seem to have a clue of what went wrong.
I have the same issue.
This is completly on Turbotax to resolve.
TurboTax Canada FAQ tells you how you can submit a claim under the TurboTax 100% Accurate Calculations Guarantee: https://turbotax.community.intuit.ca/turbotax-support/en-ca/help-article/tax-return/submit-claim-turbotax-100-accurate-calculations/L1WD8SJSR_CA_en_CA
On Feb 26, 2025, I called Turbo Tax at [phone number removed] around noon time to speak with Modupe about the problem with the form ON479-A. She told me she could not open the form ON476-A from her end and could not help me.
I called Turbo Tax again after1 p.m. on Feb 26, 2025 to speak with Yuval. He understood the issue of ON 479-A did not calculate correct family income on the form. He tried to connect with a higher-level agent to address this issue. Yuval put me on hold for over 1.5 hours to wait for a higher-level agent. The higher-level agent finally became available but he or she did not even speak to me and concluded that the issue of ON 479-A not populating correct family income is a user error, not a software error.
Then I got a link from the Turbo Tax Aniqua (Moderator) around 8:50 p.m. on Feb 26, 2025 about how to submit a claim under the Turbo Tax 100% Accurate Calculations Guarantee.
On Feb 27, 2025, I tried to follow Step 2 of preparing the claim as outlined in the link.
Step 2
Go to our Contact Us page.
Follow the prompts and enter your information. Once you've entered your info, a phone number and incident ID will appear. Make a note of your incident ID. Call the number provided. A specialist will process your claim.
I went to Contact Us page and found no prompts to follow. I only saw the following:
Our experts are ready to help you. There are multiple ways to get in touch with us.
>Post a question in community
>Contact us on social media
>Use TurboTax Live
>Call us
You can call customer support at [phone number removed].
So I called the customer support at 9:45 a.m. on Feb 27, 2025 to submit a claim under the Turbo Tax 100% Accurate Calculations Guarantee. The agent Gen told me that Turbo Tax is currently conducting an investigation on the childcare credit issue under the reference number of INV-1344-6724-0510-2063-616. Gen advised me that there will be a fix to this childcare credit issue for the 2024 filing very soon. When I asked her to help me to submit a claim for 2021, 2022, and 2023, she did not know anything about the 100% Accurate Calculations Guarantee or how to submit a claim. Gen kept telling me to contact CRA to amend the returns for 2021, 2022 and 2023 for the childcare credit errors and assured me that this error will be fixed for the 2024 filing very soon.
After spending over 1 hour on the phone with Gen, she finally understood that we cannot amend the tax returns once CRA sent out reassessments. Gen then agreed to find a way for me to submit a claim. Gen’s suggestion for filing a claim is to write a letter to Intuit and wait for their reply. This is totally different than the procedure outlined in the link sent to me by Turbo Tax Aniqua (Moderator).
If anyone can help sorting out what the next steps should be, I would be appreciative. It is quite frustrating getting the run around and conflicting messages.
Currently on the hold with customer service with the exact same issue......
I prepare tax returns for my family using Turbo Tax, been using it for years, and they too have had their 2022 and 2023 returns reassessed by CRA and have to repay the CARE credit they received. This is a substantial amount of money they have to repay!
I started inputting their 2024 information slips and the program is generating this credit again. Turbo Tax is not populating either of their incomes in the calculation and giving them the CARE credit again. The program will not allow me to override the income lines.
@RitaBen Our teams care about our customers and work hard to deliver the best possible experience. If you received a Notice of reassessment or Notice of Assessment from CRA related to calculation in the software, you can submit a claim to our TurboTax 100% Accurate guarantee. You'll find the process on this link.
Thank you for choosing TurboTax.
There is option on the 2024 ON479-A to input the other spouse net income. I think is #3 you will have to click the two boxes and then enter the amount. Hope this help
After 2 attempts to call the customer service and get a level 2 supervisor. Each call was almost 2 hours long and I got no where. I messaged them on Instagram and I was able to request a call back from a level 2 supervisor, who then sent a link where I was able to upload the NOA and my tax files to start an investigation.
Same issue. Looks like 2022 and 2023 returns were affected. I talked to an agent on the phone. She sent me a link . . . to the form on the US site. Waste of time!
When I spoke to customer service for approximately two hours. The only option they gave me was to send them a letter.
Based on these terms of service
"2. ACCURATE CALCULATION WARRANTY
Intuit works to ensure the accuracy of the calculations on every form prepared using the Services. If you are a registered user using the most recent updated version available prior to filing your return and you pay a federal or provincial government penalty and/or interest solely because of a calculation error on a form prepared using the Services and not as a result of, among other things: your failure to enter all required information accurately or your misuse of the Services; your negligent, willful or fraudulent (a) omission of pertinent information, or (b) inclusion of inaccurate information on your tax return; your misclassification of information on your tax return; or your failure to file an amended tax return to avoid or reduce your penalty and/or interest after Intuit announced updates or corrections to the Services in time for you to file an amended tax return, then Intuit will pay you in the amount of the federal or provincial government penalty and/or interest paid by you to such federal or provincial government. If you believe such a calculation error occurred, and you have complied with the conditions in this paragraph, you must notify Intuit in writing -- no later than thirty (30) days after the date shown on the Notice of Assessment or Notice of Reassessment where the penalty and/or interest is calculated and/or assessed -- at: Intuit Canada, Attention: TurboTax Returns Dept., 8 Spadina Avenue - Suite 1900 - Toronto, On - M5V 0S8. Your written notice must also include a copy of your Notice of Assessment or Notice of Reassessment from the Taxing Authority. By filing such a claim, you agree to provide Intuit with your login credentials and authorization to access your TurboTax Tax Year 2023 return data, and you authorize Intuit to obtain and review any data files that may be in Intuit's possession or control, as well as any materials provided by you in order to evaluate and validate your claim. You are responsible for paying any additional tax liability you may owe and providing assistance and additional information as reasonably requested by Intuit to validate your claim."
This whole process is unacceptable in my opinion.
I just received a CRA audit for 2021, 2022 and 2023.
All three audits resulted in an error with Ontario CARE tax credit.
I now owe a substantial amount + interest.
I checked the software and found the issue.
I am using TurboTax Canada Standard edition.
In the 2021 edition, the software calculated the CARE tax credit and showed the amount in form ON479.
If you check form ON479 it tells you to complete form ON479-A to calculate the amount even though it already has calculated the amount for you. Unfortunately, if you search for forms, there is no ON479-A.
In hindsight, I noticed that there is a form called ONCARE which should have been named ON479-A.
Even though I am filing a joint return with my spouse, TurboTax defaulted to only calculating the credit using the income from the lower earning spouse. You have to go to the ONCARE form and select that there are two or more supporting persons, and one is your spouse. Once you do this, the credit amount is calculated using the household income.
I don't understand why the software wouldn't just default to two supporting persons, when you are filing a joint return.
Also, why would you even know to check the calculation? Am I expected to manually check every calculation?
The same issue existed in the 2022 and 2023 versions.
I checked the 2024 version and noticed that they corrected the form name.
I haven't checked to see if the calculation defaults to the household income.
I consider this to be a TurboTax issue, and I am going to request a refund for the interest charged by the CRA which is close to $1800.00
Let me know if you will do the same!
Please note that once your documents are sent to the Accuracy Guarantee team, it can take up to 6 weeks for them to contact you by email with a decision on your claim. In the meantime, we suggest that you contact the CRA to make payment arrangements.
The claim process is inadequate and seems to have changed multiple times in the past few weeks.
Should TurboTax users be hiring legal counsel to address this technical error by Turbotax? Our family’s interest charges levied by CRA from this Turbotax error is in the thousands.
I encountered the same problem with the form ON479-A too. I recently received the same notice of reassessment for 21, 22 & 23. Now CRA is asking for a large sum of money to be re-paid. How is this allowed when you depend on Turbo Tax to do this the right way. I hope they own up the the 100% Guarantee.
Found out I needed to snail mail them but didn't get response yet
I got told the email wasn't the right process. eventually got snail mail request. This whole process could be better.
Just found this thread after discovering the same problem as the rest of you on taxes done for my sister's family. As of March 23 for the 2024 version of the taxes (the windows installed standard version) it's equally problematic. You have to manually go to form ON479-A, NOT 479, and manually tell it there are two caretakers and that the second one is the spouse. Once I marked off those two boxes, THEN it autofilled the spouse's net income in the box and cancelled the credit, but you would think that after all of this known issue their fix would default to doing this automatically for a JOINT tax return.
I'm also waiting to get her NORA's from her later this week when we get together in person before submitting the claim, has anyone received any compensation for this yet?
I agree, as the accuracy guarantee only covers a small portion of the amount I now owe the CRA. I understand it was never my money to begin with, but this was due to an error in autopopulated forms that Turbotax filled in. When I go to correct the forms now, I am unable to even manually correct or add the second income for my spouse when filing jointly. When you click on the box, it does take you to the appropriate line of my spouse's return, so the numbers should have transferred.
I think we will have more power as a group, so if anyone wants to join together post below!
@elmackenzie Thank you for the feedback. We have passed this on to the assigned department.
TurboTax Canada FAQ tells you how you can submit a claim under the TurboTax 100% Accurate Calculations Guarantee: https://turbotax.community.intuit.ca/turbotax-support/en-ca/help-article/tax-return/submit-claim-turbotax-100-accurate-calculations/L1WD8SJSR_CA_en_CA
Thank you, but this link is not helpful. It directs us to a Contact Us page with either social media or call-in numbers. The call centre directs us to the same link you shared.
Please escalate this issue. We have 30 days from the CRA notice to file this claim and time is of the essence.
My next step will be to engage legal counsel and open the claim to others for a class-action case if Turbotax Canada does not take this seriously.
This is not helpful. You’ve posted this link multiple times and it is a generic contact us page with no actual way to get in contact. There is certainly no information about how to file an accuracy guarantee claim.
Phoning is an effort in frustration when you cannot reach a live agent for over an hour.
It appears as though you are making it purposefully challenging to file a claim. A direct response from you or another agent with the specific phone number, email address, or mailing address and paperwork required to file this claim is required immediately. As the previous responder mentioned, we are on a time crunch that Turbotax sets (again, to make it challenging for anyone to make a successful claim…).
Hey CD, I just got off an hour and 40 minute call to find out the same info, was given this link:
https://turbotax.intuit.ca/ty23/eula/tto
And she went over the information in this section about where to send the paper copies to, specifically the spadina address. I'll be sending the information by courier so I have a receipt and proof, but I notice despite them mentioning a few times it's 6-8 weeks to hear back, it never actually says it. I'll update this thread if/when I hear anything back:
Intuit works to ensure the accuracy of the calculations on every form prepared using the Services. If you are a registered user using the most recent updated version available prior to filing your return and you pay a federal or provincial government penalty and/or interest solely because of a calculation error on a form prepared using the Services and not as a result of, among other things: your failure to enter all required information accurately or your misuse of the Services; your negligent, willful or fraudulent (a) omission of pertinent information, or (b) inclusion of inaccurate information on your tax return; your misclassification of information on your tax return; or your failure to file an amended tax return to avoid or reduce your penalty and/or interest after Intuit announced updates or corrections to the Services in time for you to file an amended tax return, then Intuit will pay you in the amount of the federal or provincial government penalty and/or interest paid by you to such federal or provincial government. If you believe such a calculation error occurred, and you have complied with the conditions in this paragraph, you must notify Intuit in writing -- no later than thirty (30) days after the date shown on the Notice of Assessment or Notice of Reassessment where the penalty and/or interest is calculated and/or assessed -- at: Intuit Canada, Attention: TurboTax Returns Dept., 8 Spadina Avenue - Suite 1900 - Toronto, On - M5V 0S8. Your written notice must also include a copy of your Notice of Assessment or Notice of Reassessment from the Taxing Authority. By filing such a claim, you agree to provide Intuit with your login credentials and authorization to access your TurboTax Tax Year 2023 return data, and you authorize Intuit to obtain and review any data files that may be in Intuit's possession or control, as well as any materials provided by you in order to evaluate and validate your claim. You are responsible for paying any additional tax liability you may owe and providing assistance and additional information as reasonably requested by Intuit to validate your claim.
