Complaints

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

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  Keystone Collections Group

  546 Wendel Road Irwin, PA 15642

• 

  Keystone Collections Group

  4140 Sardis Road Murrysville, PA 15668

• 

  Keystone Collections Group

  260 Aster St Pittsburgh, PA 15235-2059

• 

  Keystone Collections Group

  3606 Route 378 Ste A Bethlehem, PA 18015-5351

• 

  Keystone Collections Group

  400 S 8th St Lebanon, PA 17042-6794

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.

• Initial Complaint

  Date:09/20/2023

  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.

  I made a payment in the total of $722.47 for taxes owed in the month of August which left me at $0 balance owed.
  Keystone continues to garnish my wages and take out money that has already been paid to them. They have refused to fax a letter to my employer advising them of this release and insist they have mailed a letter which my employer states they have not received.
  At this point Keystone owes me an amount of $641 and i would like this refund and for them to stop touching my wages.

  Business Response

  Date: 09/26/2023

  Dear M** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that Keystone garnished
  her and wages for delinquent local earned income taxes. The complainant further
  advised that her account has been satisfied by her payment made in August.
  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 Northampton 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 Northampton 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.  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, she did
  not file a tax return with Keystone for the 2020 tax year.  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
  LTEA authorizes the collection of delinquent local earned income taxes by wage
  garnishment. 53 P.S. §§ 6924.702 -703. As the complainant did not respond to a
  delinquent notice sent on March 3, 2023, Keystone sent the complainant a Notice of Intent to Garnish Wages on April 18, 2023 by Certified Mail and again on May 25, 2023 by First
  Class Mail. Receiving no response from the complainant, the wage garnishment was
  sent to her employer on July 13, 2023.
  
              In
  response, the complainant contacted Keystone on August 15, 2023, and requested
  to pay her account in full. Accordingly, a Notice
  of Release was sent to the complainant’s employer on August
  24, 2023. The complainant’s employer did not release the garnishment, and the
  complainant contacted Keystone on September 8, 2023 and September 20, 2023 to
  request that my office fax a copy of the release to her employer. My office
  faxed a copy of the release to the complainant’s employer on September 20,
  2023.
  
              Any
  monies received from the complainant’s employer will be refunded directly to
  the complainant.
  
  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
  E. Vincent
                                                                          General
  Counsel

  Customer Answer

  Date: 10/05/2023

  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 am owed an amount that totals $464.33 that was deducted from my pay checks in error. I expect the refund back of my own money. 
  
  
  
  Regards,
  
  
  
  ********* *****

• Initial Complaint

  Date:09/15/2023

  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.

  statement date 09-08-2023
  account ******* invoice ********* 
  I am writing this to have adjustment on my billing by removing penalties, interest and fines(fees) as I was unaware of this payment. I moved to Riverview, Florida and haven't received any mails . Finally when i receive it is with bunch of fines and penalties which is unfair. I wish to pay the original taxes i owe as I didn't receive any correspondence earlier. Please help me settle this. I also wrote to them via their portal.

  Business Response

  Date: 09/21/2023

  
  Dear M** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In his complaint, the complainant advised that Keystone
  sent a notice requesting payment for delinquent local earned income taxes
  (“EIT”). The complainant further advised that he “moved and did not receive a
  bill.” Accordingly, the complainant disputes the imposition of statutory
  penalty, interest and collection costs. Nevertheless, he does not dispute the
  imposition of tax. 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.  In this capacity, Keystone is tasked with the
  administration, collection, and reconciliation of local EIT for all communities
  within Chester 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.  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 has
  never filed a tax return with Keystone in accordance with his statutory
  obligation.  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.  This matter concerns the complainant’s
  non-payment of local earned income taxes for tax years 2018, 2019 and 2020.
  
  Per my review, the complainant was issued initial
  delinquent notices on June 16, 2021 and October 7, 2021.  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.  Upon receipt of these notices, the
  complainant contacted Keystone to request waiver of the penalty, interest and
  collection costs on his account. His request was denied and the complainant
  failed to remit payment sufficient to satisfy his delinquent account.
  
   Please know
  that the penalty and interest assessed on this account are statutorily mandated
  and due to the taxing authorities when the tax is not paid when due. 53 P.S. §
  6924.509(i). Further, Keystone is authorized to assess collection costs
  pursuant to Act 192 of 2004, as ratified by the Chester County Tax Collection
  Committee. These added charges were assessed per statute. Finally, I note that
  the LTEA authorizes the collection of delinquent earned income taxes by wage
  garnishment. 53 P.S. §§ 6924.702-703. Keystone’s actions have been at all times
  in full compliance with state law. 
  
  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
  
  
  ***
                                                                          *********** ** *******
                                                                          ******* *******

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair 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 scam of a company will not let me speak to the people “processing” supposed late tax returns. I am a CPA and have filed my local returns for 2019 and 2020 but they are saying I didn’t even though they took my money originally when I paid it with my local return. Now when I submitted the paperwork to prove it, they sent me and updated bill but the amounts make absolutely no sense. And I can’t talk to anyone other than their customer service who have no idea what they are doing. They just say “no” when asked if I can email or talk to someone who is actually processing it so I can walk through it with them because clearly they are confused. Now they are trying to garnish my wages and this is extremely upsetting considering I’ve already filed and paid what I owe with the original return and now because they are incompetent they are taking my money. I just want this resolved and be able to talk to someone who is actually processing my file.

  Business Response

  Date: 09/13/2023

  Dear M*. ******:
  
              Thank
  you for providing Keystone Collections Group (“Keystone”) with the
  above-referenced complaint.  In his
  complaint, the complainant alleged that Keystone attempted to garnish his wages
  for delinquent local earned income taxes. In disputing this course of action,
  the complainant advised that he filed tax returns and remitted payment, and
  that Keystone will not permit him to speak with a processor.  Please know that I have reviewed the
  complainant’s account. 
  
              As
  a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Chester
  County Tax Collection District.  In this
  capacity, Keystone is tasked with the administration, collection, and
  reconciliation of local earned income taxes for all communities within Chester County
  that assess an earned income tax.    The Local Tax Enabling Act (“LTEA”) requires
  all Pennsylvania resident taxpayers making earned income and/or net profits to
  file an annual local earned income tax return with their resident Tax Officer.
  53 P.S. § 6924.502(c).  It is important to note that local earned
  income taxes, like all other income-based taxes, are self-reporting.  However, unlike Federal and State income tax
  filings, local earned income tax returns must be filed directly with Keystone.
  
  Per my review of the complainant’s account,
  he did not file a tax return with Keystone or otherwise remit payment for the
  tax years at issue.   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). Please note
  that the LTEA explicitly authorizes the collection of delinquent earned income
  taxes by wage garnishment.  53 P.S. §§
  6924.702-703. 
  
  Per my review the complainant was issued
  initial delinquent notices on October 7, 2021 and August 12, 2022 for the 2019
  and 2020 tax years, respectively.  A
  second delinquent notice for the 2019 tax year was sent on May 10, 2022.  Receiving no response from the complainant, a Notice of Intent to Garnish Wages was sent to the complainant via
  Certified Mail on April 20, 2023, and again by First Class Mail on May 30, 2023.
  As the complainant did not respond to these notices, a wage garnishment was
  issued to his employer on July 18, 2023.
  
              In
  response, the complainant provided Keystone with the tax return packet supplied
  to him by his tax preparer. This packet contained his Federal and State tax
  returns, along with direct deposit information for payments made to the
  Internal Revenue Service, the Pennsylvania Department of Revenue and the State
  of Delaware. The packet contained unsigned and unfiled copies of 2019 and 2020
  local earned income tax returns. Each tax return reflected a balance due. Per
  Keystone’s review, these tax returns were never filed and payment was never
  received. As such, the complainant was issued a balance due notice.
  
              However,
  upon review of this documentation, my office determined that the complainant
  resided in a different political subdivision for tax year 2020. This political
  subdivision is also within the Chester County Tax Collection District; however,
  the complainant’s account has been adjusted to reflect for the correct taxing
  authorities.
  
              In
  further response, the complainant provided copies of bank statements purporting
  to evidence Keystone’s cashing of his and his spouse’s checks for their 2019
  and 2020 tax balances. I note that these bank statements simply reflect the
  check number and amount and do not reference the payee. Moreover, I have
  reviewed Keystone’s system and can confirm that Keystone has no record of such
  checks. The complainant was advised to supply copies, front and back, of these
  checks for my office to investigate.
  
              Accordingly,
  there is not tax issue requiring explanation and adjustment. My office does not
  dispute the accuracy of the income and credits reflected on the complainant’s
  unfiled tax returns. This delinquency arose because neither the tax returns nor
  the payments were received. Upon receipt of any contrary documentation, my
  office will investigate and adjust accordingly.
  
  Thank you for
  providing Keystone with the opportunity to address the complainant’s concerns.
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
  
  
                                                                          By:
       Christopher *. V******
                                                                                      General
  Counsel

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair 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.

  Is this a spam? They have my tax filing detail along with the zip code of my residence but they send me an earned income tax delinquency notice of a school district 100s of miles away. They don’t pick the phone but require people to upload tax filing details on their private web site if one wishes to dispute.

  Business Response

  Date: 09/11/2023

  Dear Ms. ******:
  
              Thank you for contacting Keystone Collections Group
  (“Keystone”) regarding this complaint ID number.  In their complaint, the complainant expresses
  concern about the legitimacy of Keystone Collections Group.
              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.  Keystone Collections Group serves as Tax
  Officer for 19 tax collection districts that are comprised of over 900 municipalities
  and school districts. 
  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). 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). 
  
  Keystone’s Taxpayer Service Line can be reached by
  dialing ***** ********.  Service agents
  are available Monday through Friday from 8:00am to 4:00pm EST.  Additionally, rather than waiting on hold,
  callers can choose to have their place in line held and receive a call from a
  Taxpayer Services Representative when it is their turn.  Furthermore, individuals can submit an
  electronic inquiry 24 hours a day, 7 days a week by visiting **************************************  Typically, responses are sent within three
  (3) business days.  Finally, Keystone
  does have a robust Frequently Asked Questions section on its website that can provide
  aid to many taxpayers.
  
  Thank you for the opportunity to address the
  complainant’s concerns:
  
                                                              Very
  truly yours,
  
                                                              KEYSTONE
  COLLECTIONS GROUP
  
                                                              By:
                                                                          Christopher
  *. V******
                                                                          General
  Counsel            

• Initial Complaint

  Date:08/31/2023

  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.

  My husband and I noticed that our wages were being garnished by this company from looking at our paystubs. When trying to contact them they have been extremely difficult to deal with they have hung up on us several times. When we finally got ahold of someone they said we owed taxes for 2019-2020 we were not living in Quakertown. We moved to quakertown February 14th 2020. Up until February I have never had a Quakertown Address. I also wasn’t even working those 2 years due to my mom being sick with cancer and passing away November 2019 and June 2020 we had our baby. I started working November of 2020 in quakertown. My husband sent everything over providing proof of this a month ago and it still has not been reviewed we have called several times and we keep getting hung up on. Is this even legal? We weren’t even provided any notices like they claim through mail regarding this. Otherwise we would have had this handled right away. You are garnishing $100 from my husband 4x a month and myself $129 2x a month that’s almost $660 you are taking for no reason at all. And you can’t even have the decency to contact us back. Also for the time we have been working and living here the taxes have been coming out automatically there is no reason for this.

  Business Response

  Date: 09/06/2023

  Dear *** ******:
  
              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 delinquent local earned income taxes. The
  complainant further advised that she and her husband dispute that taxes are
  due. 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 Bedford 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.  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, neither
  she nor her husband filed a tax return with Keystone for the tax years at issue.  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
  LTEA authorizes the collection of delinquent local earned income taxes by wage
  garnishment. 53 P.S. §§ 6924.702 -703. As the complainant did not respond to
  delinquent notices sent on October 27, 2021 and September 1, 2022, Keystone
  sent the complainant and her spouse Notices of Intent
  to Garnish Wages on April 20, 2023 by Certified Mail and again on
  May 30, 2023 by First Class Mail. Receiving no response from the complainant or
  her husband, wage garnishments were sent to their employers on July 13, 2023.
  
              In
  response, the complainant provided documentation to Keystone on August 7, 2023
  and August 10, 2023. Based upon a review of this documentation, the 2019 tax
  year was closed. However, the complainant’s spouse was underwithheld for tax
  year 2020. Specifically, his employer withheld his local earned income taxes at
  the rate of 1.0% while the taxing jurisdiction assesses tax at the rate of
  1.5%. Accordingly, a small delinquent balance remained. This balance was
  satisfied by garnishment payment issued by his employer.
  
              Any
  monies received in excess of the complainant and her husband’s adjusted balance
  will be refunded directly to the complainant.
  
              As
  you can see, the complainant and her spouse were afforded ample time to resolve
  this matter prior to wage garnishment. Keystone’s actions have been proper and
  in full compliance with Pennsylvania law.
  
  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: 09/06/2023

  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,
  
  
  
  ******** ********

  Business Response

  Date: 09/25/2023

  Dear M** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In rejecting my office’s previous response, the
  complainant advised that she did not receive a refund of the $1,154.00
  garnished from her pay. Please know that I have reviewed this matter.
  
  The complainant and her spouse had an adjusted
  delinquent local earned income tax balance on their account because her spouse
  was withheld at a tax rate lower than his local earned income tax rate. The
  delinquent balance was satisfied by the wage garnishment, which was released on
  September 7, 2023.
  
              As
  stated previously, any monies received in excess of the complainant and her
  husband’s adjusted balance will be refunded directly to the complainant. To
  date, the complainant has been issued one refund check, in the amount of
  $328.38. Additional a refund in the amount of $221.55 will be sent soon. There
  is unfortunately a delay in Keystone’s issuance of these refunds, as Keystone
  must first receive the funds from the employer. Nevertheless, the complainant’s
  account is closed and she and her spouse will be refunded any additional monies
  that are received.
  
  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: 09/26/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  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,
  
  
  
  Samantha Williams

• Initial Complaint

  Date:08/30/2023

  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 collection group phone number ************, P.O. Box 499, Irwin, PA keep sending
  demands to pay delinquent earned income tax despite the fact that all taxes were paid on time
  and all information and supportive documents were provided 3! times. I would like to resolve this
  problem with collectors because I do not have delinquent taxes and all information was
  provided. Regards ******* ******* , *** ***** *********** ******** *** *****.

  Business Response

  Date: 09/05/2023

  Dear *** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint. In his complaint, the complainant advised that Keystone issued him a
  delinquent local earned income tax notice, which he disputed. In support of his
  dispute, the complainant advised that “all taxes were paid.”   Please
  know that I have thoroughly reviewed the complainant’s account.
  
              As
  a preliminary matter, Keystone serves as the duly appointed Act 32 Tax Officer
  for the Allegheny North Tax Collection District. In this capacity, Keystone is
  tasked with the administration, collection and reconciliation of local earned
  income taxes for all communities within the Tax Collection District (“TCD”)
  that assess an earned income tax.
  
  The Local Tax Enabling Act (“LTEA”) requires all Pennsylvania resident
  taxpayers making earned income and/or net profits to file an annual local
  earned income tax return with their resident Tax Officer. 53 P.S. §
  6924.502(c). It is important to note that local earned income taxes, 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.
  
  Per
  my review of the complainant’s account, he was issued a delinquent tax notice
  for tax years 2016 – 2019. Further, the complainant did not file tax returns
  with Keystone for the 2016, 2018 or 2019 tax years. For the 2017 tax year, the
  complainant and his spouse electronically filed their local earned income tax
  return with Keystone, but the complainant did not report any taxable income.
  
  Pursuant to the information exchange mandate of the Local Tax Enabling Act (“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). This
  information reflected that the complainant and his spouse both reported taxable
  income as residents of the TCD for tax years 2016 – 2019. Accordingly, the
  complainant was issued a delinquent tax notice.
  
  In response, the complainant supplied documentation
  in support of his assertion that his spouse resided in the TCD, but that he
  resided “in Allentown.” The complainant supplied W-2s evidencing employer
  withholding.
  
  Based upon the documentation supplied by the
  complainant, his account has been closed. However, please know that earned
  income taxes are assessed based upon where a taxpayer is domiciled, not
  necessarily where they physically reside. The LTEA provides that a taxpayer’s
  domicile is their “fixed place of abode, which in the intention of the
  taxpayer, is permanent rather than transitory.” 53 P.S. § 6924.501. The
  complainant’s maintenance of a marriage with his spouse and joint filing of a
  PA-40 with her as residents of Allegheny County, rather than Lehigh County,
  indicates their manifestation that the TCD is their domicile for the tax years
  at issue. It appears that the complainant’s local earned income tax filing
  requirement for these years should be with Keystone as a resident of the TCD.
  
  Nevertheless, the complainant’s tax liability was
  satisfied by employer withholding and his 
  account has been closed. My office therefore 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:08/30/2023

  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 keeps over charging me in taxes I have overpaid, and paid this taxes about two times and they keep taking money out of my checks.

  Business Response

  Date: 09/05/2023

  Dear **. ******:
  
  Thank you for contacted Keystone Collections Group
  (“Keystone”) regarding this complaint ID number. In her complaint, the complainant
  advised that Keystone garnished her wages for taxes which she has overpaid. Please
  know that I have thoroughly reviewed the complainant’s account.
  
              Per
  my review, this matter concerns wage garnishment for delinquent Harrisburg
  School District occupation taxes. The School District,
  pursuant to the Local Tax Enabling Act (“LTEA”) and Pennsylvania Public School
  Code, assesses an occupation tax on all employed residents of the School
  District. The tax is a flat tax of $120.00 assessed annually.
  
  The complainant was issued 2021 and 2022 occupation
  tax bills on July 1, 2021 and July 1, 2022, respectively. The complainant did
  not remit payment in response and was issued three (3) delinquent notices on
  January 20, 2022, May 19, 2022 and January 27, 2023. The complainant did not
  respond to any of these notices.
  
  Please be advised that the LTEA
  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
  March 22, 2023, by Certified Mail and May 24, 2023, by First Class Mail. As the
  complainant did not reconcile her account in response to these notices, a wage
  garnishment was sent to her employer on June 28, 2023.
  
  The complainant’s employer
  satisfied her delinquent taxes through the wage garnishment. However, her
  employer has remitted more funds than the complainant owes. Accordingly, the
  complainant will be refunded the amount remitted above the garnishment amount.
  Any further garnishment payments will be refunded directly to the complainant.
  A release of the garnishment was sent to the complainant’s employer on August
  23, 2023.
  
  Accordingly, the complainant was
  afforded ample opportunity to satisfy her account prior to wage garnishment.
  Her employer has garnishment more funds than reflected on the notice issued to
  them. Nevertheless, all excess funds will be returned to the complainant.
  Keystone’s actions have at all times been proper in handling the complainant’s
  occupation tax account.
  
  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:08/18/2023

  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 sent me a Delinquent Earned Income Tax Notice for 2021. The tax liability itself is $249.51. The total charge for being delinquent is $320.11. I moved to PA from MD and was unaware (my state and federal taxes had been paid). We also have paid other required taxes for the area (street light, school).
  
  Here is the issue - I was given ZERO notice of issue until the delinquent notice arrived. It was the first attempt of contact by Keystone Collections Group to me. I was unable to log into their website to enter 2022 tax information and pay (once I had become aware that there is a liberty township tax separate from Federal, State, School and Street light taxes...) . I run my own small, and I mean very small business so monies had not been withheld by me because I did not even know this tax existed. I'm not arguing that I owe. I do owe.
  
  I am arguing the unfair fees for being delinquent in filing for something that I did not know even existed. I am also arguing the fact that Keystone Collections Group will initiate late charges and attempt interest collection for a tax that was not even known to be owed all while not having the relevant information for a tax payer to even log in to their system and pay!
  
  
  In summary - I was told I am delinquent and only offered the ability to pay late fees and taxes (from 2021), while NOT being able to play current tax filings from 2022. This is borderline criminal and I see why Keystone Collections Group was rejected at the State level by the IRS.
  
  I have since called in and have been told I'll be able to log in and file my 2022 taxes within a 24 hour period - (call made today - 08/18/2023) and that they will not walk back in delinquent notice fees or interest.
  
  "We didn't know you needed to be in our system" I was told, while being told to pay monies...

  Business Response

  Date: 08/28/2023

  Dear M*. ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In his complaint, the complainant advised that Keystone
  sent a notice requesting payment for delinquent local earned income taxes
  (“EIT”). The complainant further advised that he was not aware of this tax.
  Nevertheless, he does not dispute the imposition of tax. 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 Bedford 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 Bedford 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.  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 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. 
  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 August 3, 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.  Upon
  receipt of this notice, the complainant contacted my office, and stated that he
  believed he filed his taxes through TurboTax. 
  Please know that third-party tax preparation services such as TurboTax
  do not prepare or file local earned income tax returns in Pennsylvania. Local
  earned income tax returns are required to be filed by the taxpayer directly
  with their resident tax officer. 53 P.S. § 6924.502(c).
  
  The complainant may remit payment in full prior to
  the thirty (30) days’ expiration to avoid the imposition of statutory penalty.
  Alternatively, if the complainant disputes the tax, he may supply documentation
  evidencing that the tax is not due.
  
   However,
  please know that the penalty and interest assessed on this account are
  statutorily mandated and due to the taxing authorities when the tax is not paid
  when due. 53 P.S. § 6924.509(i). Further, Keystone is authorized to assess
  collection costs pursuant to Act 192 of 2004, as ratified by the Bedford County
  Tax Collection Committee. These added charges were assessed per statute; accordingly,
  they are not “borderline criminal” as alleged by the complainant. Keystone’s
  actions have been at all times in full compliance with state law. 
  
  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: 08/28/2023

  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.
  
  
  
  "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."

   -- Response -- While the above statement is correct - this Act assumes that the tax payer knew.  I did not know.  It seems MANY other persons that come into contact with Keystone Collections Group also only found out once they've received a delinquent notice.  If you send a notice of delinquent payment - that is a form of bill.

  "Per my review, the complainant was issued an initial delinquent notice on August 3, 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."," However, please know that the penalty and interest assessed on this account are statutorily mandated and due to the taxing authorities when the tax is not paid when due. 53 P.S. § 6924.509(i). Further, Keystone is authorized to assess collection costs pursuant to Act 192 of 2004, as ratified by the Bedford County Tax Collection Committee. These added charges were assessed per statute; accordingly, they are not “borderline criminal” as alleged by the complainant. Keystone’s actions have been at all times in full compliance with state law. "

  -- Response -- I was issued a delinquent notice on the above date, no warning prior action notice supplied and it was assumed I would be born with the knowledge of owing these taxes.  I actually still do consider this criminal in nature - you've got a company tasked with local tax collection that is not even recognized by the IRS, that is also a delinquent collection agency.  This appears to be a conflict of interest as to WHY the would let you fall delinquent without proper notification.

  In short - and this is my message to the BBB about this situation - I'm in no way seeking any type of compensation - this company needs to be on your radar.  They did not advise me of the taxes prior to me being delinquent and get to charge not only statutory interest (without a statutory penalty) but also get to harvest the Act 192 costs of $60.00 all because the Bedford County Tax Collection Committee deemed this is acceptable.  Its unacceptable. 

  
  Regards,
  
  
  
  **** ***********

• Initial Complaint

  Date:08/16/2023

  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.

  My name is ******* ******. I am writing in regards to the wage garnishment that was granted against me on 07/28/2023. Funds has been taking out of my paycheck. The first letter I ever received was to my current address in a whole different state. I received the letter and I also got a email from my HR dept on the same day.
  
  That letter was the first letter I received and this was sent to my current address. I never received anything for this prior to July 2023. I have uploaded all the document from 2014-2020 for earned income taxes in Darby Borough in PA. All of these companies are located in Philadelphia and worked in Philadelphia. As per the document attached. It’s clear on the forms that I paid Philadelphia tax.
  ****** ** – ************ ****** – Philadelphia
  My current job is **** * ******* – Philadelphia 2020 and prior. The Philadelphia office closed in 2020 and head Quarters is now in NJ. I moved from Pennsylvania, hence the reason I am just now getting this.
  The reason for my objection is that I literally worked in Philadelphia. I am currently living paycheck to paycheck after funeral expenses November 2022. I simply cannot afford a wage garnishment and still survive and take of my children and mortgage. The garnishment has already started and I would like to know if it could be delayed until the documents I’ve provided is researched?
  Delaying the wage garnishment while this is being researched and corrected would allow me to be more able to pay back ‘Debt Collection Agency’ and will stop me from needing to file bankruptcy. I am literally financially tied down.
  I appreciate your thoughtful time and consideration.

  Business Response

  Date: 08/21/2023

  Dear M*. ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that Keystone
  garnished her wages to recover payment for delinquent local earned income taxes
  (“EIT”). The complainant further advised that she does not owe the taxes based
  upon Philadelphia credits and residency. 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 Delaware 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 Delaware 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.  That is, it is the taxpayer’s legal
  obligation to file a tax return, report all income, and remit any outstanding
  tax, if necessary. 
  
  Per my review of the complainant’s account, she has
  never filed a tax return with Keystone. 
  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 notices
  were taken directly from the earnings information supplied by the DOR, which
  represents figures the complainant listed on her PA 40 personal income tax
  returns. 
  
  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).  The LTEA explicitly authorizes the collection
  of delinquent EIT by wage garnishment. 
  53 P.S. §§ 6924.702-703. 
  
  Further, the complainant was issued initial
  delinquent notices on June 1, 2020, November 10, 2021, and September 16, 2022,
  for each tax year, respectively.  These
  notices were not returned as undeliverable. 
  Additionally, a Notice of Intent
  to Garnish Wages was sent on May 4, 2023, via certified mail.  No documents were sent in, and no payments
  were remitted, therefore, my office proceeded with garnishment. 
  
  Following garnishment, the complaint reached out to
  my office. In the complainant’s correspondence with Keystone, the complainant
  was advised to provide documentation indicating that she did not live in the
  tax district during the tax year or that she had Philadelphia tax credits. The
  complainant provided documentation to my office for review.  Upon review, my office determined credits for
  tax years 2016 and 2017.  These tax years
  are now satisfied.  To satisfy tax years
  2014, 2015, 2019, and 2020, complainant will have to upload further documentation
  for those tax years (W-2s, or paystubs, showing local withholdings).    Upon
  receipt, my office will review and, if necessary, cease garnishment and provide
  a refund. 
  
  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: 08/21/2023

  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.
  

  Per the response from Keystone "to satisfy tax years 2014, 2015, 2019, and 2020, complainant will have to upload further documentation for those tax years (W-2s, or paystubs, showing local withholdings). Upon receipt, my office will review and, if necessary, cease garnishment and provide a refund" I provided these documents directly to them in the original response.  Please note that even in there written response that a certified letter was sent to the previous address. However they received my current and correct address perhaps they should have used the same source. I received the letter in the mail and the letter from HR the same day. I never received anything regarding this prior to now. I have worked in the city of Philadelphia since 2012 up until 2021. Per Keystone letter and website if a person worked in Philadelphia they would be excluded from those borough taxes.  I've included paystubs as well to show proof that box 20 is selected and shows I paid Philadelphia taxes.  The reason for my objection is that I literally worked in Philadelphia. I am currently living paycheck to paycheck after funeral expenses November 2022. I simply cannot afford a wage garnishment and still survive and take of my children and mortgage. The garnishment has already started and I would like to know if it could be delayed until the documents I’ve provided is researched? 
  Delaying the wage garnishment would allow me to be more able to pay back ‘Debt Collection Agency’ and will stop me from needing to file bankruptcy. I am literally financially tied down. 
  I appreciate your thoughtful time and consideration.
  Sincerely, 
  ******* ****** 
  
  
  
  
  
  
  Regards,
  
  
  
  Tiffany Bailey

  Business Response

  Date: 08/30/2023

  Dear M*. ******:

  The complainant has provided my office with the documents necessary to resolve her wage garnishment.  My office has issued a release of the garnishment to her employer and will refund any funds that may be received because of the garnishment.

  Thank you for the opportunity to address the complainant's concerns.

  Very truly yours,

  KEYSTONE COLLECTIONS GROUP

  By:

     Christopher *. V******

     General Counsel

  Customer Answer

  Date: 08/30/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  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:08/14/2023

  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.

  Filed local tax return on 4-16-23 and paid $185.13 via VISA card. After filing, I realized my employer didn't send me the correct W-2. I called Keystone to see how much was collected and it was over $600.00. After my employer sent me my corrected W-2, I refiled my Local Earned Income Tax return showing that I only owed $1.00. I movernighted the Amended Form on 4-29-23 and attached a note stating that I overpaid by 184.73. Tracking via USPS showed that it delivered on May 2nd. On 5-11-23 I called to make sure the ameneded return was received. I was told it wasn't. I asked how long that would take to get it into my file. Rep says "no time frame". I called back on 5-22-23. I was on hold so long thaty I had to hang up. I called back on 5-26-23 and was told it was in my file and to allow 60-90 days. Today, 8-14-23.I called back and was told by Barb, that she doesn't see that I am owed a refund because my Amended Return doesn't show refund. Comparing the Amended Return to the original return shows that I am due a refund., I am now advised that I have to resubmit showing a refund being requested. The Amended Return is to show what I paid and the payment I made when I submitted my orginal return. To further confuse the situation, the are charging me $3.20 in pentalites saying I filed late. I filed a day before the due date electronically. They aren't showing the full amount taken out of my paychecks as shown on my W-2 plus my payment on 4-16-23. This place is a mess and they are quick to take your money but not return it.

  Business Response

  Date: 08/25/2023

  Dear *** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that she filed a
  local earned income tax return with Keystone based upon a W-2 inaccurately
  issued by her employer. As a result, the complainant’s tax return did not
  reflect all of her local earned income tax withholdings, resulting in a balance
  due. As a result, she remitted payment based on that return. Subsequently, the
  complainant’s employer issued her a corrected W-2, and the complainant filed an
  amended local tax return accordingly.  In
  her complaint, the complainant advised that Keystone has not refunded her the
  monies remitted with her originally filed tax return. Please know that I have
  thoroughly reviewed the complainant’s account.              
  
  Per
  my review of the complainant’s account, the complainant’s amended return lists
  local earned income tax withholdings satisfying her liability. That is, the
  amended return does not reflect monies the complainant previously remitted with
  her originally filed tax return. The complainant did not request a refund on
  her amended return; rather, the return lists a de minimis balance due (in
  the amount of $1.00) to Keystone. Accordingly, no refund has been issued to the
  complainant.
  
  The
  complainant has been in communication with my office and has been instructed to
  further amend her tax return, including a refund request based upon payment she
  previously remitted.  A written refund
  request is necessary for proper account reconciliation. The complainant advised
  that she would be faxing the return to my office on August 15, 2023, per the
  memorandum on her account.  Once this is
  completed, Keystone will review the return, and provide a refund if
  necessary. 
  
  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