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Business Profile

Collections Agencies

Keystone Collections Group

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Keystone Collections Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Keystone Collections Group has 5 locations, listed below.

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    Customer Complaints Summary

    • 223 total complaints in the last 3 years.
    • 65 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/01/2024

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a delinquent real estate tax bill from this company and I didn't realize the bill hasn't been paid in 2020,2022,2023 as I never received a bill or delinquency notice. They added on several hundred dollars in fees and penalties for bills I was not aware were do, I have no problem at all paying the taxes I just feel that because I was given no notices I shouldn't be punished for not receiving anything stating the debt until after all the fees and penalties.
      I spoke to the company yesterday and they said they mailed them out and don't know why I never received them yet somehow I got this delinquency but never received my 2024 bill and they there was nothing they could do about the penalties

      Business Response

      Date: 02/08/2024

      Dear Ms. ******: 

                  Thank
      you for your letter regarding the above-referenced complaint ID number.
      Keystone Collections Group appreciates the opportunity provided by the BBB to
      resolve the concerns of taxpayers. 

      Please know that
      I have thoroughly reviewed this taxpayer’s account.  While his Complaint references a delinquent
      real estate account, it would appear that he is disputing his delinquent
      garbage fee bill assessed by the Borough of Port Vue. 

      A review of this
      account indicates that the taxpayer was sent original bills, reminder notices
      and delinquency notices to his property address.  The mailing address utilized matches the
      property address of the service, the address available on the county website,
      and the address provided to the BBB by the complainant.  Moreover, none of the bills were ever
      returned to Keystone as undeliverable. During this time frame, the taxpayer was
      sent 9 notices (a combination of current bills, reminder notices, and
      delinquent notices), none of which were returned as undeliverable.

      There is a
      standard penalty for all bills not paid timely. 
      Moreover, statutorily mandated costs are authorized by Borough
      resolution when bills are delinquent. 
      This taxpayer has been provided ample notice.  As the account was recently paid, we
      considered this matter resolved.

      Thank you for
      your attention to this matter.

                                                                  Very
      truly yours,

                                                                  KEYSTONE
      COLLECTIONS GROUP


                                                                              By:
                                                                                          Christopher *. V******
                                                                                          General
      Counsel

      Customer Answer

      Date: 02/08/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

       

      i paid the bill not because I agreed with them but because I didn't want to risk additional fees. They stated they sent notices and they did nit receive then back but I never received any sort of notice at all which is why I'm rejecting this resolution. 



      Regards,



      ******** *******

    • Initial Complaint

      Date:01/30/2024

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A few months ago I received a "Delinquent Occupation Tax Notice" from Keystone Collections. Apparently, because I have a mailing address in Harrisburg, PA, they have assumed that I reside in Harrisburg, PA, and there for owe the tax. I haven't lived in Harrisburg since 2019, when I moved out of state. I have since moved back to the state, but not anywhere near Harrisburg. My legal address is the PO Box in Harrisburg because I participate in the state's Address Confidentiality Program.
      I contacted Keystone via email, and they sent me information what form they needed/necessary documentation. Legally, I am under no obligation to disclose my physical address for this type of issue (as it's tied to a state/local government agency). I emailed them back with all of that on Jan 8th, 2024, including information for them to contact the Address Confidentiality Program to verify that I do not, in fact, live in Harrisburg, PA. I recently received another delinquency notice in the mail, and never got a response to the submitted documents email.
      This needs to be addressed ASAP.

      Business Response

      Date: 02/06/2024

      Dear Ms. ******:

      Thank you for contacted Keystone Collections Group
      (“Keystone”) regarding this complaint ID number. In her complaint, the complainant
      advised that Keystone issued her a delinquent occupation tax notice for
      Harrisburg School District. The complainant advised that she is a member of the
      Address Confidentiality Program (“ACP”) and does not reside in Harrisburg.
      Accordingly, the complainant disputed the tax. Please know that I have
      thoroughly reviewed the complainant’s account.

                  As a preliminary matter, Keystone
      serves as the current and delinquent occupation tax collector for Harrisburg
      School District. The tax is assessed on all adult employed residents of
      the  School District. Per my review, the
      complainant was issued an occupation tax notice on July 1, 2023. Receiving no
      response, Keystone issued the complainant an initial delinquent occupation tax
      notice on January 17, 2024. This complaint followed.

                  Please know that Keystone also
      serves as the Act 32 Tax Officer for the Dauphin County Tax Collection
      District, which includes the City of Harrisburg / Harrisburg School District.
      In this capacity, Keystone administers, collects and distributes local earned
      income taxes from all political subdivisions within Dauphin County that assess
      an earned income tax.

                  Keystone is aware of the ACP and
      makes every effort to exclude participants from occupation tax mailings.
      Participants in the ACP are issued a PO Box address in Harrisburg; however,
      many do not reside in the City of Harrisburg. In the case of the complainant,
      her employer remitted local earned income tax to Keyston on her behalf. This
      remittance indicated the resident political subdivision code for the City of
      Harrisburg. Upon review, however, my office is satisfied that the complainant
      does not reside in Harrisburg. Accordingly, the balance listed on the
      complainant’s account has been removed.

      I appreciate the opportunity
      provided by the BBB to resolve the concerns of taxpayers and improve our
      processes.

      Thank you
      for your attention to this matter.

                                                                              Very
      truly yours,

                                                                              KEYSTONE
      COLLECTIONS GROUP

                                                                              By:
                                                                                          Christopher
      *. V******
                                                                                          General
      Counsel

      Customer Answer

      Date: 02/07/2024

      ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



      ****** *******
    • Initial Complaint

      Date:01/25/2024

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This business informed me of a bill that I owed I told them I didn’t have money pay whole amount so we set up a payment plan (they refused to send me anything in writing of the agreement which I find weird) I was making my payments as we agreed on then after awhile the business informed me that they were charging me payment plan and that the price of my bill would keep going up I told them that’s not what we agreed on they didn’t care I told them I would not pay any extra money they told me pay the full amount I said I didn’t have that much I told them how much money I had and would be will to give all that if they were willing to settle my debt for cheaper they refused so I asked for another payment plan and they refused now they are sending me threatening letters demanding full payment in 15 days that is not possible I don’t have that kind of money so I will need a payment plan or to settle my debt for less and they need to stop putting my amount owed up because I can’t afford it

      Business Response

      Date: 02/02/2024

      Dear Ms. ******:

      Thank you for contacted Keystone Collections Group
      (“Keystone”) regarding this complaint ID number. In his complaint, the complainant
      advised that Keystone would not afford him a payment plan for his delinquent
      Shikellamy School District Occupation Taxes. Please know that I have thoroughly
      reviewed the complainant’s account.

      Please be advised that Keystone took over
      delinquent occupation tax collection for Shikellamy School District in 2023.
      Per my review of the complainant’s correspondence history, the complainant was
      under a delinquent payment plan with the previous collector. Nevertheless, the
      complainant was issued an initial delinquent bill on August 30, 2023.

      Please be advised that the state
      law permits the collection of delinquent occupation taxes by wage garnishment.
      53 P.S. §§ 6924.702-703. Accordingly, the complainant was issued a Notice of Intent to Garnish Wages on October
      25, 2023, by Certified Mail and January 17, 2024, by First Class Mail.

      I note that the complainant has
      never remitted payment on this account to Keystone. Nevertheless, in response
      to the January 17, 2024 notice, the complainant contacted Keystone and
      requested a payment plan. Typically, once the garnishment process has been
      initiated, a payment plan cannot be afforded. That is, the only way to prevent
      a wage garnishment after the Notice of Intent to Garnish Wages  is issued is to remit payment in full. The
      complainant was advised of the same. As the complainant was initially notified
      in August of 2023, the complainant was afforded ample opportunity to satisfy
      his account prior to wage garnishment. No payments were made by complainant
      between August, 2023 and present.

      In response, the complainant
      submitted a letter to Keystone threatening to initiate a frivolous and
      meritless lawsuit.

                  In
      response, my office rejected the complainant’s terms, but extended him a
      payment plan. My office was under no obligation to agree to a payment plan;
      however, given that Keystone took over delinquent occupation tax collections in
      2023, the complainant’s confusion is understandable. My office contacted the
      complainant and advised of his payment plan, specifically pointing out that we
      reserve the right to garnish his wages in the event of his default. Despite
      Keystone’s effort to assuage the complainant, he continued making baseless and
      argumentative claims and the Keystone representative ended the call. 

                  As
      you can see, Keystone has handled this matter appropriately, professionally,
      and pursuant to its statutory authority.

      I appreciate the opportunity
      provided by the BBB to resolve the concerns of taxpayers and improve our
      processes.

      Thank you
      for your attention to this matter.

                                                                              Very
      truly yours,

                                                                              KEYSTONE
      COLLECTIONS GROUP

                                                                              By:
                                                                                          Christopher
      *. V******
                                                                                          General
      Counsel

      Customer Answer

      Date: 02/07/2024

      Better Business Bureau:


      I have reviewed the response made by the business in reference to complaint ID ********, the business has agreed to a payment plan as I had before with the previous business. However this business is still lying about the whole thing and their people are very rude and refuse to work with people the lady got very obtuse on the phone I warned her once then I hung up on her I had consulted with my lawyer and he advised me that what they were doing was illegal because they failed to reach out stating they had taken over the account before they sent the threatening letter but because we came to terms we will not seek any further action at this time unless the business decides to change or terminate the agreement 

      Regards,

      ****** ******

    • Initial Complaint

      Date:01/19/2024

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My domicile is Bucks County Pennsylvania and I am employed in Indiana. My employer mistakenly deducted EIT taxes in both PA and IN for 2021 and 2022 (partial). Because of an accounting error by my tax preparer, I received no credit for taxes already paid to the out of state municipality which exceeded any payments due to KCG in 2021. An amended return was filed on 09/16/2022.
      Likewise, a similar problem existed (until corrected by my employer in 2022) which should have resulted in a partial refund for 2022.

      My original letter to KCG with support documentation was send 09/02/2023 to KCG by certified mail with delivery confirmation (the cover letter is attached below). I also spoke with an individual by telephone at KCG on 01/18/2023 concerning my 2021 local EIT concerns, and sent a FAX the same day including a cover page, 2021 amended tax return, and W-2 wage and tax statements. A FAX delivery confirmation was kept for my records.

      By my calculations, I am due the following refunds:
      2021: $4559
      2022: $3663
      Total Local EIT Refund: $8222

      To date, I have received no communications whatsoever from KCG and seek a proper and amicable resolution to this matter.

      Business Response

      Date: 02/09/2024

      Dear Ms. ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In his complaint the complainant advised that he amended
      his local earned income tax returns for the 2021 and 2022 tax years due to a
      tax preparation error. The complainant requested refunds for tax overpayments
      on said amended returns. The complainant filed this complaint in an effort to
      facilitate the reconciliation of his account. Please know that I have
      thoroughly reviewed the complainant’s account.

      As the local earned income Tax Officer responsible
      for numerous Tax Collection Districts, Keystone handles a high volume of tax
      returns, many of which necessitate the issuance of refunds. Keystone makes
      every effort to process taxpayer refunds in a timely fashion. However, because
      of the high volume of returns that Keystone processes, there is sometimes an
      unavoidable processing delay associated with issuance of refunds. Keystone
      strives to provide prompt reconciliation for taxpayers whose accounts warrant
      refunds, but this is unfortunately not feasible in every instance.

      Nevertheless, upon reviewing the complainant’s
      account, my office was able to determine that the complainant is due refunds as
      listed on his amended tax returns.  As
      such, the complainant will be issued his refunds, in the amounts requested,
      shortly. My office therefore considers this matter to be resolved.

      I appreciate the opportunity provided by the BBB to
      resolve the concerns of taxpayers and improve our processes.

      Thank you for your attention to this matter.

                                                                  Very
      truly yours,

                                                                  KEYSTONE
      COLLECTIONS GROUP


      By:
                                                                              Christopher
      *. V******
                                                                              General
      Counsel

      Customer Answer

      Date: 02/09/2024

      ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



      ****** *****
    • Initial Complaint

      Date:01/11/2024

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Keystone collections group is attempting to fraudulently, and illegally, collect "delinquent local taxes" I paid in 2021 to another district. I purchased a house in 2021 in the North Hills of Pittsburgh. However I lived and paid taxes elsewhere for 2021. I sent my W2 proving I LIVED and PAID local taxes elsewhere in the year 2021, however they will not accept this and are still trying to bully me in an attempt to collect. I will be acquiring an attorney if they do not resolve this. This is a common scam noted with this company.

      Please stop them for the love of god.

      Business Response

      Date: 02/09/2024

      Dear Ms. ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In his complaint, the complainant advised that Keystone
      sent him a delinquent local earned income tax (“EIT”) notice. The complainant advised
      that he paid taxes to another political subdivision in 2021, and that he
      submitted documentation to Keystone evidencing the same. Please know that I
      have thoroughly reviewed the complainant’s account.

      Please be advised that Keystone serves as the Act
      32 Tax Officer for the Allegheny North Tax Collection District and the local
      taxing bodies therein.  In this capacity,
      Keystone is tasked with the administration, collection, and reconciliation of
      local EIT for all communities within the Tax Collection District that assess an
      EIT. 

      The Local Tax Enabling
      Act (“LTEA”) requires all Pennsylvania resident
      taxpayers making earned income and/or net profits to file a local EIT return
      with their resident Tax Officer. 53 P.S. § 6924.502(c). It is important to note
      that local EIT, like all other income-based taxes, are self-reporting.  Per my review of the complainant’s account,
      he did not file a tax return with Keystone for tax year 2021.

      Pursuant to the information exchange mandate of the
      LTEA, Keystone is supplied with limited earnings information from the
      Pennsylvania Department of Revenue (“DOR”) used to identify unpaid or underpaid
      accounts. See 53 P.S. § 6924.509(g). The income figures listed on the
      complainant’s delinquent notice were taken directly from the earnings
      information supplied by the DOR, which represents figures the complainant
      listed on his PA 40 personal income tax return. 
      Moreover, the information supplied by the DOR evidenced that the
      complainant filed his 2021 PA 40 as a resident of the North Hills School
      District.

      Understanding that the information supplied by the
      DOR may be inaccurate, Keystone provides taxpayers with ample notice prior to
      the initiation of adverse legal or collection action. Through the LTEA, Tax
      Officers such as Keystone are vested with the right to request documentation to
      verify the accuracy of a tax return, or if no tax return was filed, to
      ascertain the amount of tax due. See 53 P.S. § 6924.509(f).  

      Per my review, the complainant was issued an
      initial delinquent notice on September 7, 2023. 
      This notice advises taxpayers of their tax delinquency, and affords
      taxpayers with the opportunity to reconcile their account, without statutory
      penalty, for thirty (30) days. In response to the delinquent notice, the
      complainant submitted a W-2 showing local earned income tax withholdings. The
      W-2 itself does not prove residency; however, and Keystone provides a
      delinquent earned income tax information supplement which taxpayers may
      complete to specifically list their address and residency dates. The
      complainant additionally completed the information supplement and claimed
      residency outside of the Tax Collection District for the duration of 2021.

      Nevertheless, my office is satisfied that the
      complainant’s local earned income tax liability has been satisfied. Accordingly,
      his account has been closed, and this matter is resolved.

      I appreciate the opportunity provided by the BBB to
      resolve the concerns of taxpayers and improve our processes.

      Thank you for your attention to this matter.

                                                                  Very truly yours,

                                                                  KEYSTONE
      COLLECTIONS GROUP


      By:
                                                                              Christopher
      *. V******
                                                                              General
      Counsel

      Customer Answer

      Date: 02/12/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      Keystone are a bunch of criminals and they can go to h***. Imagine if I was a more vulnerable individual succeptible to their lies. They deserve to be invesitaged and prosecuted to the fullest extend of the law for their high pressure bullying and scare tactics. 

      Regards,

      ***** ********

    • Initial Complaint

      Date:01/10/2024

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Keystone Collections Group Informed us that we have an overdue property tax bill from 1981. We bought this house in 1988, the overdue tax bill should have been taken care of by the mortgage company at closing. The original amount was $99.00 They tacked on an Act 20 Penalty of $50.00 A penalty of $9.90, interest of $424.65, and a cost of $60.72 total of $644.27. They did not provide proof of the 42-year-old debt. Today I received a letter from them that the check my father wrote bounced and they are demanding another $30.00 within 10 days. Today, 1/8/2024, I put a stop payment on the check because somehow his account was about $100 short. the original check was for $837.02 for 1981 and 2022 taxes. I called the county tax office and they stated this company needs to provide proof of the debt. they could not provide me with a Series volume page number to prove the debt is real. I would like the company to provide proof and send me my check back. I put a stop payment on it. I am also contacting the PA State Police on this matter.

      Business Response

      Date: 01/15/2024

      Dear Ms. ******: 

                  Thank
      you for your letter regarding the above-referenced complaint ID number.
      Keystone Collections Group appreciates the opportunity provided by the BBB to
      resolve the concerns of taxpayers. 

      Please know that
      I have thoroughly reviewed this taxpayer’s delinquent real estate account.  In March of 2023, Keystone sent an automated
      delinquency notice to the taxpayer, as he failed to pay his 2022 real estate
      taxes for Stowe Township.  The notice
      includes any tax year turned over to our office as delinquent.  Therefore, as the 1981 tax year was turned over
      to Keystone as delinquent, and our records show the tax was never paid, the
      statement included a balance for the 1981 tax year. 

      On or about
      December 18, 2023, the taxpayer contacted Keystone’s customer service
      department questioning the unpaid balance and asking for a statement, which was
      immediately forwarded at his request.  On
      or about December 27, 2023, Keystone received the taxpayer’s payment to satisfy
      the account in full.  Unfortunately, the
      bank returned the payment noting “insufficient funds.”  Keystone, like most companies, does have a
      standard charge for handling payments returned for insufficient funds.  Therefore, a notice was sent to him regarding
      his failed payment on January 5, 2024.

      On January 8,
      2024, the taxpayer contacted Keystone for the first time to request “the series
      and volume page number for the 1981 tax.” 
      Based on the assumed request for a lien number, his account was referred
      to Keystone’s legal department.  After
      review of the County records, Keystone verified that a lien revival was not
      filed of record for this year.  On
      January 9, 2024, the taxpayer was contacted to advise that Keystone exonerated
      the 1981 year based on the discovery that the lien was no longer be valid.

      The most recent
      complaint appears to be that the taxpayer would like a copy of his check that
      was returned for insufficient funds.  The
      original was mailed to the taxpayer today. 
      Accordingly, we consider this matter resolved.  The taxpayer still remains delinquent for the
      2022 tax year.

      Thank you for
      your attention to this matter.

                                                                  Very
      truly yours,

                                                                  KEYSTONE
      COLLECTIONS GROUP


                                                                              By:
                                                                                          Christopher *. V******
                                                                                          General
      Counsel

      Customer Answer

      Date: 01/16/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********



      Regards,



      ******* *****
    • Initial Complaint

      Date:12/23/2023

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In 2023, I have received from Keystone Collection Group ("Keystone") alleging an unpaid local township earned income tax for year 2020. I have paid the tax in full as evidenced by W-2 form and not understanding that these were not accurate tax collections. Starting September 28, 2023, Keystone started to garnish the alleged past due tax from my pay at total amount of 2207.65. In the fiscal year of 2022, Keystone wrongly took money from my pay as garnishment and then refund me the amount. With the knowledge that I paid off the local township tax and all necessary documentations of proof of payment provided to Keystone, Keystone still took money from my personal pay. Keystone's action in 2022 amounted to theft of my private property even though the money was refunded at a later time. In light of the wrongdoing by Keystone in 2022, this 2023 delinquency notice is a fraud. The action of taking money again from my pay again in 2023 amounted to theft. I would like the amount of garnishment to be refunded to me and I would like Keystone to stop its unethical conducts and make public apology to those similarly harmed financially.

      Business Response

      Date: 01/02/2024

      Dear Ms. ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In his complaint, the complainant advised that Keystone garnished
      his wages for the collection of delinquent local earned income taxes (“EIT”)
      for tax year 2020. The complainant advised that his taxes were withheld from
      his pay, and detailed Keystone’s prior garnishment efforts for previous tax
      years. Please know that I have thoroughly reviewed the complainant’s account.

      As a preliminary matter, Keystone serves as the Act
      32 Tax Officer for the Chester County Tax Collection District and the local
      taxing bodies therein.  In this capacity,
      Keystone is tasked with the administration, collection, and reconciliation of
      local EIT for all communities within the Tax Collection District that assess an
      EIT. 

      The Local Tax Enabling
      Act (“LTEA”) requires all Pennsylvania resident
      taxpayers making earned income and/or net profits to file a local EIT return
      with their resident Tax Officer. 53 P.S. § 6924.502(c). It is important to note
      that local EIT, like all other income-based taxes, are self-reporting.  That is, it is the taxpayer’s legal
      obligation to file a tax return, report all income, and remit any outstanding
      tax, if necessary. Income taxes are not “billed” like real estate or certain
      nuisance taxes.

      Per my review of the complainant’s account, he did
      not file a tax return with Keystone for tax year 2020.  Pursuant to the information exchange mandate
      of the LTEA, Keystone is supplied with limited earnings information from the
      Pennsylvania Department of Revenue (“DOR”) used to identify unpaid or underpaid
      accounts. See 53 P.S. § 6924.509(g). The income figures listed on the
      complainant’s delinquent notice were taken directly from the earnings
      information supplied by the DOR, which represents figures the complainant
      listed on his PA 40 personal income tax return. 
      There is unfortunately an unavoidable delay associated with the DOR’s
      provision of income tax data.

      Understanding that the information supplied by the
      DOR may be inaccurate, Keystone provides taxpayers with ample notice prior to
      the initiation of adverse legal or collection action. Through the LTEA, Tax
      Officers such as Keystone are vested with the right to request documentation to
      verify the accuracy of a tax return, or if no tax return was filed, to
      ascertain the amount of tax due. See 53 P.S. § 6924.509(f).  

      Per my review, the complainant was issued an
      initial delinquent notice on March 3, 2023. The complainant did not respond to
      this notice. Accordingly, the complainant was issued a Notice of Intent to Garnish Wages on June 20, 2023, by Certified Mail, and again on August 1, 2023, by
      First Class Mail. Receiving no response, Keystone issued the wage garnishment
      to the complainant’s employer on September 12, 2023. The complainant’s employer
      remitted all funds and there exists no balance on the complainant’s account at
      this time.

      The LTEA authorizes the collection of delinquent
      EIT by wage garnishment. 53 P.S. §§ 6924.702-703. I note that at no time prior,
      during or after the wage garnishment has the complainant contacted Keystone or
      supplied any documentation, such as a W-2, evidencing that the identified
      balance is incorrect.

      In his complaint, the complainant details
      Keystone’s garnishment efforts for prior tax years. More specifically, the
      complainant did not file tax returns with Keystone for the 2018 or 2019 tax
      years, and the complainant’s wages were garnished. After completion of the
      garnishment, the complainant supplied documentation evidencing the availability
      of tax credits associated with his payment of Philadelphia City Wage Tax.
      Accordingly, the complainant was refunded all garnishment payments.

      I note that tax credits must be claimed on an
      annual tax return. The availability of tax credits for one tax year does not
      mean that the same tax credits will be available for a subsequent tax year.
      That is, the disposition of the 2018 and 2019 tax years have no bearing on the
      complainant’s 2020 tax balance. As stated above, the complainant did not file a
      tax return for tax year 2020 and has not claimed any tax credits or
      withholdings. The complainant may supply my office with documentation, such as
      W-2s, evidencing any tax withheld or available tax credits. If the same apply,
      my office will refund the appropriate portion of the payment received from the
      complainant’s employer.

      Keystone is not committing “theft”; rather,
      Keystone is acting in accordance with its statutory obligations. Keystone does
      not wish to collect tax that is not due; however, based upon Keystone’s
      records, and the information supplied by the DOR, the balance on the
      complainant’s account must stand without contradictory evidence. I note that
      proper filing of a tax return would avoid situations such as these in the
      future.

      I appreciate the opportunity provided by the BBB to
      resolve the concerns of taxpayers and improve our processes.

      Thank you for your attention to this matter.

                                                                  Very
      truly yours,

                                                                  KEYSTONE
      COLLECTIONS GROUP


      By:
                                                                              Christopher
      *. V******
                                                                              General
      Counsel

      Customer Answer

      Date: 01/02/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      With regard to the 2020 return and the wage attachment withholding completed in October 2023, I attempted to submit a tax return from the online return site of Keystone Collection Group within 30 days of the March notice mentioned in the response from Keystone. However, the website did not allow me to file the 2020 return. I did submit the 2 W-2 forms to Keystone. I can accept the resolution to refund the wage attachment withholding after Keystone reviewed the 2022 W-2 forms and response mailed to them. 

      With regard to the 2019 return, I disagree with the response from Keystone. In contrast, I mailed out a response to March 18, 2022 notification and supporting W-2 form on April 6, 2022 and the wage garnishment took place way after the mailing date April 6, 2022. Even though Keystone knew I have satisfied the EIT 2019 with the proof of W-2, Keystone still garnished my wage. This kind of behavior violates tax law of the West Whiteland Township. Since I did owe EIT tax and Keystone has the knowledge, the conduct of garnishment amounts to theft under Pennsylvania law regardless the post hoc refund. The West Whiteland Township tax law does not permit Keystone to garnish wage for someone already satisfied the legal duty of payment of tax.



      Regards,



      **** ***

      Customer Answer

      Date: 02/07/2024

      Dear Sir/Madam,

      Today, I received a refund check from Keystone Collection Group regarding above identified complaint. Please mark this case being resolved. Thanks so much for your swift assistance on getting a response on behalf of me.

      Warmest Regards.

      ****

    • Initial Complaint

      Date:12/22/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Notified by keystone collections in late April we are delinquent in paying earned income tax for 2018 through 2020. Turns out my new out-of-state employer was not deducting from my paycheck and our accountant did not notice the oversight. The initial bill in 4/20 incorrect, as I still worked at previous job in 2018 and earned income tax was deducted. Took time to correct. While documents being submitted to keystone, interest and penalties kept growing.

      Final adjustments made. Spoke with a representative and asked for abetment of penalties. I was told to appeal. I sent three checks as included here for each year for interest and principal without the penalty (act 192 cost) BEFORE due date of 12/7 (we have copies of fedex envelope). Keystone customer service in fact blatantly LIED and told us they did not receive our FedEx before the due date. We offered to give them tracking copy.

      Now Received notice abetment denied and instead of just owing the ACT 192 added amounts for 2018-2020 which was 1087.98 , I was now being asked to pay over $2600!!! No explanation for the amount by keystone, I was told I was delinquent on entire amount and will pay 10% on entire initial amount, yet I did send 10645.87 ON TIME which was deposited , so how did they come up with the number? Where is common courtesy and decency.

      Keystone representatives having been horrible!! So dehumanizing. I am told I cant talk to "them", those who came up with this number, no explanation, no way of rectifying. This is so inappropriate. I left township over a year ago. I need help. No one will listen and add the numbers. I feel I am being robed at gun point here! ****** ******* ******** ********** **** ********* ********* ** ******** ******** ****** ******* ****** ** ***** ********** ********* ********** *** ********** ******* ** ******** ****** ****** ** ******

      Business Response

      Date: 02/09/2024


      Dear Ms. ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In his complaint, the complainant advised that Keystone assessed
      statutory penalty and Act 192 collection costs on his delinquent local earned
      income taxes (“EIT.”) The complainant advised that he remitted payment of the
      face tax and statutory interest prior to the due date on his notice, but that
      Keystone subsequently assessed statutory penalty and Act 192 costs. Please know
      that I have thoroughly reviewed the complainant’s account.

      As a preliminary matter, Keystone serves as the Act
      32 Tax Officer for the Bucks County Tax Collection District and the local
      taxing bodies therein.  In this capacity,
      Keystone is tasked with the administration, collection, and reconciliation of
      local EIT for all communities within the Tax Collection District that assess an
      EIT. 

      The Local Tax Enabling
      Act (“LTEA”) requires all Pennsylvania resident
      taxpayers making earned income and/or net profits to file a local EIT return
      with their resident Tax Officer. 53 P.S. § 6924.502(c). It is important to note
      that local EIT, like all other income-based taxes, are self-reporting.  That is, it is the taxpayer’s legal
      obligation to file a tax return, report all income, and remit any outstanding
      tax, if necessary. Income taxes are not “billed” like real estate or certain
      nuisance taxes.

      Per my review of the complainant’s account, he did
      not file a tax return with Keystone for 2018, 2019 or 2020 tax years.  Pursuant to the information exchange mandate
      of the LTEA, Keystone is supplied with limited earnings information from the
      Pennsylvania Department of Revenue (“DOR”) used to identify unpaid or underpaid
      accounts. See 53 P.S. § 6924.509(g). The income figures listed on the
      complainant’s delinquent notice were taken directly from the earnings
      information supplied by the DOR, which represents figures the complainant
      listed on his PA 40 personal income tax return. 
      There is unfortunately an unavoidable delay associated with the DOR’s
      provision of income tax data.

      Per my review, the complainant was issued an
      initial delinquent notice on April 18, 2023. In response, the complainant
      submitted documentation necessitating an adjustment for the 2018 tax year. As
      the complainant admits in his complaint, his out-of-state employer did not
      withhold local earned income taxes for the 2019 or 2020 tax years. As a result,
      the complainant does not dispute the underlying tax liability. The LTEA
      requires all taxpayers who receive income not subject to withholding to remit
      quarterly estimated payments. 53 P.S. § 6924.502(c)(3). Accordingly, even if
      the complainant appropriately filed annual tax returns, statutory penalty and
      interest would be assessed on his account for his failure to remit quarterly
      estimated payments.

      Keystone’s delinquent notice affords taxpayers with
      the opportunity to remit payment in full for thirty (30) days prior to the
      imposition of accrued statutory penalty. 53 P.S. § 6924.502(e)(4). The
      complainant was issued an adjusted balance due notice on November 7, 2023,
      affording him the opportunity to remit payment in full, without statutory
      penalty by December 7, 2023. Although the complainant sent payment prior to the
      due date, the complainant did not remit payment in full as detailed on his
      delinquent notice. As the full balance was not remitted by the due date,
      statutory penalty was appropriately assessed. The balance listed on the
      complainant’s account must stand.

      I appreciate the opportunity provided by the BBB to
      resolve the concerns of taxpayers and improve our processes.

      Thank you for your attention to this matter.

                                                                  Very
      truly yours,

                                                                  KEYSTONE
      COLLECTIONS GROUP


      By:
                                                                              Christopher
      *. V******
                                                                              General
      Counsel
    • Initial Complaint

      Date:12/21/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have a wage garnishment on our account and even though we have paid the total due, are still being garnished with no end in sight. A letter needs to be sent to both my and my husband’s employer to end the garnishment.

      Business Response

      Date: 01/02/2024

      Dear Ms. ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In her complaint, the complainant advised that Keystone
      garnished her and her husband’s wages for the collection of delinquent local
      earned income taxes. The complainant advised that the balance has been
      satisfied; yet the garnishment remains in effect. Please know that I have
      thoroughly reviewed the complainant’s account.

      As a preliminary matter, the complainant’s spouse
      previously filed a complaint with the Better Business Bureau, at complaint ID
      number ********. For a more comprehensive explanation of the underlying tax
      issue, please consult my prior response thereto. As a courtesy, I attach a copy
      of the same.

                  To
      briefly summarize the underlying tax issue, the complainant filed a local
      earned income tax return for the 2019 tax year reflecting a balance due.
      However, the complainant did not remit payment for this balance. The
      complainant did not file a tax return with Keystone for the 2020 tax year. The
      complainant’s spouse’s employer did not withhold local earned income tax
      correctly, resulting in delinquent balances for the 2019 and 2020 tax years.

       As such, the
      complainant was issued initial delinquent notices on September 8, 2022 and May
      11, 2023. On or about July 25, 2023, a balance due notice was sent to the
      complainant. The LTEA authorizes the collection of delinquent local earned
      income tax by wage garnishment. 53 P.S. §§ 6924.702- 703. Receiving no payment
      from the complainant, Keystone issued a Notice
      of Intent to Garnish Wages on September 14, 2023 via
      Certified Mail. Ultimately, the wage garnishment was issued to the complainant
      and her spouse’s employers on October 26, 2023.

      There remains a delinquent balance on the
      complainant’s account for the 2020 tax year. Per my review, the complainant was
      advised of the same by a Keystone Taxpayer Services Representative on December
      27, 2023.

      Upon satisfaction of the delinquent balance,
      Keystone will release the wage garnishment. Any monies received in excess of
      the complainant’s delinquent balance will be refunded directly to the
      complainant and her spouse.

      I appreciate the opportunity provided by the BBB to
      resolve the concerns of taxpayers and improve our processes.

      Thank you
      for your attention to this matter.

                                                                              Very
      truly yours,

                                                                              KEYSTONE
      COLLECTIONS GROUP

                                                                              By:
                                                                                          Christopher
      *. V******
                                                                                          General
      Counsel

      Customer Answer

      Date: 01/17/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      We have paid the balance in full and at this point we are paying double. We have called multiple times about this garnishment and have been given the run around with calling our employer when the standard procedure is for them to send a letter. They are continuing to garnish when the amount is almost double the amount owed. A letter could be faxed to our employers but instead they are not moving in with the process. Just telling us to call our employers which we have done but they will not contact our employers. It makes no sense. 

      Please fax both employers the letter to stop the garnishment immediately. 



      Regards,



      ******** ******

      Business Response

      Date: 01/19/2024

      Dear Ms. ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In her supplemental response, the complainant advised that
      her and her husband’s delinquent local earned income tax balance has been
      satisfied via wage garnishment. As such, the complainant requested my office
      fax release letters to their employers.  Please
      know that I have thoroughly reviewed the complainant’s account.

                  Please
      know that there is an unavoidable mail delay associated with Keystone’s receipt
      and application of garnishment payments. However, the complainant and her
      husband’s account is satisfied by application of their most recent garnishment
      payment. This payment was applied on January 12, 2024. On the same day, the
      complainant’s spouse contacted Keystone and was advised that release letters
      would be mailed to their employers. On January 17, 2024, the complainant’s
      spouse called Keystone and was again advised that release letters would be
      mailed to their employers. These letters were mailed on January 18, 2024.

                  It
      is not Keystone’s practice to call employers or directly fax release letters.
      Consistent with how garnishment notices are sent, release letters are mailed
      directly to employers. Importantly, Keystone often does not possess employer
      phone or fax numbers. To ensure the notice is received, it is mailed to the
      same address the original garnishment was sent.

                  However,
      as a courtesy to the complainant, I attach copies of her release notice to this
      complaint response. Similarly, I provided a copy of her husband’s release in
      response to his BBB complaint.  The
      complainant and her husband may supply these directly to their employers to
      halt the wage garnishment. I note that employers should keep accurate records
      of account balances and garnishment payments. As this account has been
      satisfied, any monies received in excess of the complainant’s delinquent
      balance will be refunded directly to the complainant and her spouse.

                  My
      office has gone above and beyond in addressing the complainant and her spouse’s
      concerns. As the account has been satisfied, my office considers this matter
      resolved.

      I appreciate the opportunity provided by the BBB to
      resolve the concerns of taxpayers and improve our processes.

      Thank you
      for your attention to this matter.

                                                                              Very
      truly yours,

                                                                              KEYSTONE
      COLLECTIONS GROUP

                                                                              By:
                                                                                          Christopher
      *. V******
                                                                                          General
      Counsel
    • Initial Complaint

      Date:12/20/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Keystone Collections Group is attempting to collect what they claim is overdue Earned Income Tax from 2019. I told them that I was retired/homemaker in 2019 and my only income was from Social Security and several small pension payments. I was not working at all. Per PA law and an excerpt from their website, this income is not taxable. Over the past several months, I have mailed the documents that Keystone Collections Group requested, and my last attempt was an upload of required documents to ther website at the beginning of December 2023. I have not heard back from them about the December 2023 submission, but they are continuing to bill me for a debt that I don't owe. Please help me address this fraudelent charge from them.

      Business Response

      Date: 01/08/2024

      Dear Ms. ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In her complaint, the complainant advised that Keystone
      sent a notice requesting payment for delinquent local earned income taxes
      (“EIT”). The complainant advised that her income in the tax year at issue was
      not taxable locally, and that she submitted documentation to Keystone
      evidencing the same. Please know that I have thoroughly reviewed the
      complainant’s account.

      As a preliminary matter, I note that the
      complainant additionally filed a complaint with the Pennsylvania Office of
      Attorney General. My office is responding to both complaints simultaneously.

      Please be advised that Keystone serves as the Act
      32 Tax Officer for the Clearfield County Tax Collection District and the local
      taxing bodies therein.  In this capacity,
      Keystone is tasked with the administration, collection, and reconciliation of
      local EIT for all communities within Clearfield County that assess an EIT. 

      The Local Tax Enabling
      Act (“LTEA”) requires all Pennsylvania resident
      taxpayers making earned income and/or net profits to file a local EIT return
      with their resident Tax Officer. 53 P.S. § 6924.502(c). It is important to note
      that local EIT, like all other income-based taxes, are self-reporting.  Per my review of the complainant’s account, she
      did not file a tax return with Keystone for tax year 2019.

      Pursuant to the information exchange mandate of the
      LTEA, Keystone is supplied with limited earnings information from the
      Pennsylvania Department of Revenue (“DOR”) used to identify unpaid or underpaid
      accounts. See 53 P.S. § 6924.509(g). The income figures listed on the
      complainant’s delinquent notice were taken directly from the earnings
      information supplied by the DOR, which represents figures the complainant
      listed on her PA 40 personal income tax return. 
      That is, the DOR reported that the complainant claimed taxable
      compensation on her 2019 personal income tax return. Typically, earned income
      taxable locally mirrors compensation taxable to the DOR for Personal Income Tax
      Purposes. 53 P.S. § 6924.501.

      Understanding that the information supplied by the
      DOR may be inaccurate, Keystone provides taxpayers with ample notice prior to
      the initiation of adverse legal or collection action. Through the LTEA, Tax
      Officers such as Keystone are vested with the right to request documentation to
      verify the accuracy of a tax return, or if no tax return was filed, to
      ascertain the amount of tax due. See 53 P.S. § 6924.509(f).  

      Per my review, the complainant was issued an
      initial delinquent notice on September 7, 2023. 
      This notice advises taxpayers of their tax delinquency, and affords
      taxpayers with the opportunity to reconcile their account, without statutory
      penalty, for thirty (30) days. In response to the delinquent notice, the
      complainant submitted documentation on October 16, 2023 and supplemental
      documentation on December 4, 2023. This documentation evidenced that the
      complainant received social security benefits, death benefits, a pension
      distribution and debt cancellation. These income items are not taxable for
      state or local income taxation.

      My office is satisfied that the complainant’s
      income is not taxable for the 2019 tax year. Accordingly, her account has been
      closed, and this matter is resolved.

      I appreciate the opportunity provided by the BBB to
      resolve the concerns of taxpayers and improve our processes.

      Thank you for your attention to this matter.

                                                                  Very
      truly yours,

                                                                  KEYSTONE
      COLLECTIONS GROUP


      By:
                                                                              Christopher
      *. V******
                                                                              General
      Counsel

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