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:08/11/2023

  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.

  Since 2018, I've been contacted by Keystone Collection Group to pay Harrisburg taxes, which my jobs have automatically paid from my paychecks, which I began living in Harrisburg at the end of 2017 in October, which I have relayed this to them, but they were seeking collection on the entirety of 2017. I informed them that I did not live in Harrisburg and left it at that. In September of 2020, my employer received a garnishment of the wage notice, and I again called them and let them know that I did not live in 2017, but now they wanted for 2019, which I was unemployed for a portion of that year, but allowed the garnishment to occur, and also sent them proof of residency in 2020, with confirmation numbers, and was contacted in November of 2020 for them to tell me my driver's license wasn't enough, so I sent them my old contract and did not hear from them after my wages were garnished until 2023, where they wanted to assess me for 2017, 2018, and 2019, which, I again told them that I did not live in Harrisburg for a large portion of the year and they again asked me to send them documentation (which at this point I no longer have) and gave them the document numbers that I did provide and they said they would get back in contact with me, and then FIVE months later, they send yet another letter in the mail for 2017, without contacting me to confirm those documents. They again sent a letter to my employer without first resolving the issue of whether or not they have my previous documents.
  
  I have previously paid the School Tax, which I was unaware of at the time because I was an apartment renter, but all others I have paid according to my W-2s.

  Business Response

  Date: 08/21/2023

  Dear *** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that Keystone
  garnished her wages to recover payment for delinquent local earned income taxes
  (“EIT”). The complainant further advised that she does not owe the taxes based
  upon 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 Dauphin 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 Dauphin 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 an initial
  delinquent notice on March 3, 2020.  A
  Notice of Intent to Garnish Wages was sent on August 5, 2020, via certified mail.  Additionally, a second Notice of Intent to
  Garnish Wages was sent on September 11, 2020, via first class mail. Following
  the notices, 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. The complainant provided a copy of her Pennsylvania issued Driver’s
  License.  My office advised that this was
  not sufficient proof for full-year residency, as people may move without
  updating the address on their identification cards.  My office advised her to send in further, adequate,
  documentation.  As this was not done, my
  office proceeded with garnishment.

   If the
  complainant further disputes the imposition of the tax, or the income figures
  contained on her delinquent notices, she may provide documentation, such as
  W-2s or her PA 40 Personal Income Tax Return. 
  Keystone’s online Pay system allows taxpayers to upload documents
  conveniently and securely.  Upon receipt,
  my office will review and adjust the account, if necessary.  It is crucial that taxpayers file tax returns
  with their resident Tax Officer in accordance with their statutory obligation.
  The filing of a tax return would avoid issues the complainant has outlined in her
  complaint.
  
  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:08/10/2023

  Type:Product 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.

  Company is not paying 2022 local tax refunds. My taxes were filed with Keystone on 4/3/23 with a refund due of $291. Five months later and Keystone has yet to issue refunds. No one answers the phone at the business and the website has no way of contacting anyone regarding status

  Business Response

  Date: 08/30/2023

  Dear *** ******:
  
  Thank you for contacting
  Keystone Collections Group (“Keystone”) regarding this complaint ID number.  In his complaint, the complainant advised that
  he is due a refund for an overpayment of 2022 local earned income taxes. The
  complainant contended that Keystone “is not paying 2022 local tax refunds.”
  Further, the complainant alleged that “no one answers the phone at the business
  and the website has no way of contacting anyone regarding status.” Please know
  that I have thoroughly reviewed the complainant’s account.
  
              Please be advised that
  the complainant is not due a refund for 2022 local earned income taxes. Per my
  review of the complainant’s 2022 local earned income tax return, the
  complainant and his spouse erroneously filed their local earned income tax
  return as residents of the City of Bethlehem / Bethlehem Area School District
  ((as indicated by Political Subdivision (PSD) Code 480202)), which assesses an
  earned income tax at the rate of 1.0%. However, the complainant’s resident
  address is located in East Allen Township / Northampton Area School District
  (as indicated by PSD Code 480504), which assessed an earned income tax at the
  rate of 1.2% in tax year 2022. Please note that East Allen Township /
  Northampton Area School District assess an earned income tax at the rate of
  1.45% for tax year 2023.  The complainant and his spouse have filed
  their local earned income tax returns to the same address since at least tax
  year 2013.
  
              Accordingly, the
  complainant and his spouse were withheld correctly at 1.2%, resulting in no
  local earned income tax overpayment. No refund is due.
  
              Keystone makes every
  effort to expediently and accurately reconcile local earned income tax filings.
  If a refund is due, Keystone issues the refund as soon as possible. In this
  case, the complainant and his spouse were not due a refund.
  
              Finally, I have
  investigated the complainant’s assertion that “no one answers the phone
  at the business and the website has no way of contacting anyone regarding
  status.” Keystone has experienced no telephone service interruptions within the
  past several months. Further, pursuant to a review of Keystone’s call logs
  dating back to July 1, no phone calls were placed to Keystone from the
  telephone number the complainant listed on his complaint.
  
              Furthermore,
  Keystone’s website affords taxpayers the ability to electronically contact us.
  Under the “contact” button on the bottom of Keystone’s home page (or at
  keystonecollects.com/contact/) taxpayers can submit an online inquiry in which
  a Keystone representative will respond within three (3) business days. Often,
  such inquiries are responded to within 24 hours. Nevertheless, per my review,
  the complainant did not submit an online ticket for further assistance.
  
              As
  the complainant is not due a refund, 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:07/30/2023

  Type:Product 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 agency that collects local taxes just sits on refunds that are due to the taxpayer. This is a yearly issue for me and requires constant futile attempts to communicate. Their website is not set up for anything other than to make a payment so that it can sit in their interest bearing accounts. My local taxes were prepared by my CPA and filed almost 6 months ago. No refund of the $3,487 due to me. My CPA tells me that they are unresponsive and known for delaying refunds as long as possible. My next call is to my local representative and my member of congress to notify them of the horrible service and totally unwarranted delays in refunds.

  Business Response

  Date: 08/09/2023

  Dear *** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint the complainant advised that Keystone has
  not yet issued her a refund for an overpayment of 2022 local earned income
  taxes. 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 a refund
  based upon the information provided in her 2022 local earned income tax return.
  Accordingly, my office issued the refund to the complainant on August 2, 2023.
  As a result, my office 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

• Initial Complaint

  Date:07/27/2023

  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.

  This company is randomly sending out tax bills without evidence of owed taxes. Then garnishing wages if I don't prove to them that I don't owe any money. This is an astonishing abuse of power and the law.

  Business Response

  Date: 08/04/2023

  Dear *** ******:
  
              Thank
  you for providing Keystone Collections Group with the above-referenced
  complaint.  In his complaint, the
  complainant alleged Keystone initiated a wage garnishment against him for
  unpaid local earned income taxes for the 2019 tax year.   In alleging “an abuse of power and the law,”
  the complainant claims, without evidence, that Keystone’s mailing practices are
  “random and without evidence of owed taxes.”  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 and the local taxing bodies therein. 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. 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 did not file a tax return with Keystone. Pursuant to the information
  exchange mandate of the LTEAKeystone 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 his 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. The Notice itself provides taxpayers with common examples of situations
  in which the tax may not be due. 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 earned income taxes by wage garnishment.  53 P.S. 
  §§ 6924.702-703.     
  
  
  
  Per my review the complainant was issued an
  initial delinquent notice on October 8, 2021. 
  This letter was sent to the address listed in the complaint to the BBB
  and was not returned as undeliverable.  A
  Notice of Intent to Garnish Wages was sent on February 5, 2022, via certified
  mail.  A second Notice of Intent to
  Garnish Wages was sent on March 18, 2022, via first class mail.  Each mailing included an account summary and
  served a specific purpose of notification. 
  These notices all went unanswered, and thus my office proceeded with
  garnishment.  The complainant’s employer
  withheld and remitted wages until the account balance was satisfied in
  accordance with the LTEA.  The
  complainant was released from garnishment on June 14, 2022.    
  
  Complainant sent
  in documentation for the referenced tax year on July 25, 2023.  This complaint followed.  On July 31, 2023, the complainant contacted
  Keystone, in writing, to advise that he resided within the taxing jurisdiction
  for three (3) months, and was therefore entitled a refund for funds previously
  garnished. A customer service representative advised that his request was sent
  to Keystone’s processing department for review. 
  Upon review, the complainant will be notified 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:07/24/2023

  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.

  I received a statement today for the first time from this company saying that I must pay them in 15 days for tax issues. I HAVE NOT LIVED IN BESALEM since 2012. I live in Delaware Co. ON the ******* page, my balance for 2020 is $0.00. I find this highly unprofessional and will be obtaining a lawyer if I continue to receive these bills. This is unfair.

  Business Response

  Date: 08/04/2023

  Dear *** ******:
  
              Thank
  you for providing Keystone Collections Group (“Keystone”) with the
  above-referenced complaint.  In his
  complaint, the complainant alleged that Keystone mailed him a delinquent tax
  notice requesting payment within fifteen (15) days.  The complainant further alleged that he did
  not live in the Bensalem Township during the 2020 tax year and disputed the
  imposition of tax.   Finally, the
  complainant disputed that tax is due, as his federal tax balance with the IRS
  is satisfied.  Please know that I have
  reviewed the complainant’s account. 
  
              As
  a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Bucks 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 Bucks 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.  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 did not file a tax return with Keystone or otherwise remit payment.   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 his PA 40 personal income tax
  return.  Based on a comparison between
  this information and Keystone’s records, this complainant was identified and
  placed in Bensalem Township. If this is incorrect, the complainant may send in
  documentation showing that he was not a resident of Bensalem Township during
  2020.
  
              In fact, Keystone
  understands  that the information
  supplied by the DOR may be inaccurate. As such, Keystone provides taxpayers
  with ample notice to dispute taxation prior to the initiation of adverse legal
  or collection action. The Notice itself provides taxpayers with common examples
  of situations in which the tax may not be due. 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 20, 2022.  This letter was sent to the address listed in
  the complaint to the BBB and was not returned as undeliverable.  A second delinquent notice was sent on
  January 17, 2023.  Receiving no response,
  from the complainant, a Notice of Intent to Garnish Wages was sent on July 18,
  2023, via certified mail.  This notice is
  referenced in the complaint, as the notice states “[i]f your account is not
  reconciled within fifteen (15) days from the date of this notice, the employer
  referenced herein will be directed to deduct from your pay…until the balance
  due on your account is paid in full.” 
  Please note that the LTEA explicitly authorizes the collection of
  delinquent earned income taxes by wage garnishment.  53 P.S. §§ 6924.702-703.  All notices sent have been unanswered, and the
  account has not been reconciled.
  
  If the complainant
  believes this information is in error, he may send in documentation proving that
  he did not live in Bensalem Township during the tax year at issue.  Finally, please know that the complainant's
  federal income tax liability and standing, as determined by the IRS, is not
  relevant to this matter, as it concerns Pennsylvania local earned income
  taxation.
  
  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

  Customer Answer

  Date: 08/05/2023

  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.

  1. I have a Tax form 1040 from 2020 where I have included in my taxes all my work in the year.   I never worked for Vita Education in 2020. 

  2. I have check stubs from the company from when I left in 2017 and I just came back recently in 2022. 

  3. I have house records stating that I bought the house in Ridley, PA in 2018.   Prior to that I lived in an apartment in Ridley from 2012.  I haven't lived in Bensalem since 2012 or even before that. 
  

  4. I never received those prior letters just this one dated 7/18/2023. 
  

  5. The company should do its job correctly and check their information before sending out threatening letters that they do not have correct. I find their letter unprofessional and a disgrace. 

  6. Everytime I call the company I get to stay on hold for a very long time.  I am done with Keystone Collection Group.  If they continue to pursue this then I will consider it harrassment and I will seek retribution for their mistakes. 
  

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

  Business Response

  Date: 08/30/2023

  Dear *** ******:

  Thank you for providing my office with the complainant’s response. Please allow me to
  address each of his five points in turn.

  Complainant states that he has a tax form 1040 and that he never worked for Vita
  Education in 2020. Please know that the federal tax form 1040 is for federal earned income tax.
  Federal income tax is a separate and distinct tax from Pennsylvania Local Earned Income Tax.
  Residents of Pennsylvania can be subject to three (3) different income taxes; Federal, State and
  local. A separate tax return/form needs to be submitted to the appropriate entity for each tax. As
  stated previously, complainant did not file a local earned income tax return with Keystone for the
  2020 tax year.

  The complainant states that he did not work for Vita Education in 2020. Claimant is
  referencing the Notice of Intent to Garnish Wages that he received. Pursuant to the Local Tax
  Enabling Act Keystone is authorized to initiate a wage garnishment to collect unpaid tax. In
  other words, Keystone is attempting to garnish the claimant’s wages from his current employer
  to satisfy the outstanding tax. It does not matter that complainant did not work for the identified
  employer in 2020.

  As stated in the prior response, if complainant alleges that he did not reside or work in
  Bensalem Township in 2020 the complainant must provide proof that the information supplied to
  Keystone from the Department of Revenue is inaccurate. This could be a copy of the
  complainant’s PA-40 with supporting documentation such as a W-2.
  

  As stated previously, the complainant is required by law to file a local earned income tax
  final return annually with all supporting documentation. When this is not provided, Keystone is
  forced to rely on the limited earnings information provided by the Department of Revenue.
  Keystone provides taxpayers with every opportunity to supply documentation to resolve an
  identified discrepancy. As of today, Keystone has not received any of the requested
  documentation from the complainant.
  

  Finally, Keystone provides individuals who call in with the option to receive a call from
  Keystone rather than staying on hold. Further, individuals who do not wish to call Keystone can
  communicate their concerns electronically by visiting Keystone’s website.
  

  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: 09/01/2023

  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 would like to directly talk with Chris who responded to this complaint.   My cell phone number is ************.  I have employment record, tax record, and place of residence during 2020 that I can send to him for documentation.  Also, I went on Google Reviews and other sites and other people have the same complaints as me about not living in the area in a certain year, and I never worked for Vita Educational Services in 2020. 

  I have lived in DELAWARE COUNTY (Ridley, PA) since I owned my house in 2018. 

  I left Vita Educational Services in 2012 and moved out of the area.  After 2012, I never lived in Bensalem nor worked for Vita.  I never earned any wages from Vita in 2020. 
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ***** ****

  Business Response

  Date: 09/07/2023

  Dear Ms. Folino:
  
              Thank
  you for providing the complainant’s response to my office.  Please allow me to address the complainant’s
  concerns in turn.
  
              The
  complainant can supply Keystone with documentation showing where he lived and
  worked in the 2020 tax year.  Specifically, Keystone is looking for
  documentation showing where the complainant worked, where he lived, his earnings
  and whether local earned income tax was withheld.  This information would be contained in the
  individuals PA-40 and supporting documents such as a W-2.  The fastest way to deliver these documents for
  review is to upload them to Keystone by visiting Pay.KeystoneCollects.com and
  using the invoice number found on the Notice of Intent to Garnish Wages that resulted
  in this complaint.
  
              Importantly,
  local earned income tax can be assessed against wages at two locations; where
  the taxpayer is domiciled and where the taxpayer works.  For instance, if a taxpayer is domiciled in
  Ridley Township, where there is no local earned income tax, but works in
  Bensalem Township, where there is a 1.0% tax on non-resident income, the
  individual would still be liable for earned income tax owed to Bensalem. 
  
              Next,
  the complainant states that he did not work for the employer listed on the
  Notice of Intent to Garnish Wages in 2020. 
  This is irrelevant.  Wages can be
  garnished from any current employer to satisfy an outstanding tax liability.  In other words, an individual’s 2020 tax
  liability can be satisfied by garnishing wages from a current employer. 
  
              Should
  the complainant provide documentation showing that no tax is owed, my office
  will gladly adjust his account. 
  
              Thank
  you for your assistance in working to resolve this matter.
  
                                                                          Very truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
  
                                                                          By:     
                                                                                      Christopher
  *. V******
                                                                                      General
  Counsel  

  Customer Answer

  Date: 09/07/2023

  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 have included images from my 2020 1040 form.  You can see the address, reported income, and employers I worked for in 2020.  I would prefer to supply the documentation here so that we can see how wrong Keystone company is at this point.

  
  
  
  Regards,
  
  
   ***** ****

  Business Response

  Date: 09/11/2023

  Dear *** ******:
  
              As you are
  aware, the complainant submitted documents for review via the BBB.  My office has reviewed the documents and
  determined that the Philadelphia withholdings reported resolve the previously
  identified discrepancy.  Accordingly, my
  office will issue the taxpayer a separate notice that the account has been
  resolved.
  
              Importantly,
  the original notice sent to the complainant explained why they were receiving
  the notice and what steps they could take to resolve their account.  In fact, the back of the original notice sent
  to the complaint clearly provides common scenarios that could resolve the
  identified discrepancy, including paying tax to Philadelphia. 
  
              Regardless,
  my office has closed the taxpayer’s account and considers this matter
  resolved.  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: 09/11/2023

  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.
  
  
  My employer contacted me from payroll and said my wages will begin to be garnished.  This is not resolved as of Friday.  They reached out to me.  Can you or someone verify if this can be stopped?

   

  
  
  
  
  Regards,
  
  
   Brian Lari

  Business Response

  Date: 09/12/2023

  Dear *** ******:
  
              Thank you
  for providing me with the complainant’s response.  A release of the garnishment will be issued
  to the employer in the near future. 
  Please know that it can take some payroll departments multiple pay
  cycles to end the garnishment after a release has been issued.  In such circumstances, Keystone will issue a
  refund of any payment(s) garnished in error directly to the employee.
  
              In an
  effort to fully resolve this matter, my office has emailed Mr. **** a letter
  which he can present to his employer’s payroll department in the interim. 
  
              Thank you
  for your attention to this matter.
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
                                                                          By:     
                                                                                      Christopher
  *. V******
                                                                                      General
  Counsel

  Customer Answer

  Date: 09/12/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  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:07/24/2023

  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.

  Keystone Collections Group should be audited by the government. I moved outside of North Lebanon Township 12/31/2022. I called to confirm I did not owe any taxes. March 2023, I called with my new address and was told I needed to go on line for an exemption. I did this and received an approval email on 3/12/23. I filed my taxes on time as well for 2022. On 3/19/23, I paid them $36.39. I was told I owed nothing additional. On Friday, 7/21, I received a certified letter dated 6/21/23 stating I was delinquent on a tax of $31.50 and if I didn’t pay by 7/6/23 they were going to do a wage garnishment. I called and spoke with Samantha who never even asked why I was calling but asked my account number, name and address. Put me on hold and told me I had to go on line and ask for an exemption. I told her I already did that and that was not why I was calling. When she finally listened to why I was calling, she placed me back on hold. Then she came back and said they would research. I asked if she was going to stop the garnishment while it was being researched and she said they can’t do that but not to worry because they would pay me back. I was getting understandably upset and told her that would not stop the fact that it would be an embarrassment. I asked to speak with a manager and she said there were none available but I would get a call back in 24-48 hours. I told her I would hold and to get me to the next level above a supervisor. She said they would call me back. I said I would hold so she ended the call. Really? This is not the only issue I have had with them. My niece passed away last year. They had me go online for an exemption but it would not allow me to upload proof. When another notice came in the mail, I was told to mail a copy of her death certificate. I did this months ago. Last week I received another notice addressed to my niece asking for her capital gains tax. I called and was told they would update their system. I need my issue resolved. Thanks.

  Business Response

  Date: 08/04/2023

  
  Dear *** ******:
  
  Thank you for contacted Keystone Collections Group
  (“Keystone”) regarding this complaint ID number. In her complaint, the complainant
  advised that Keystone issued her a Notice of Intent
  to Garnish Wages for delinquent per capita taxes. The complainant
  did not explicitly dispute this delinquency; rather, she advised that her issue
  was not immediately resolved and Keystone needed to research the matter.
  Finally, the complainant advised that Keystone issued her deceased niece a
  notice “for capital gains tax.” Please know that I have thoroughly reviewed the
  complainant’s account.
  
  As a preliminary matter, please be advised that
  Keystone serves as the current and delinquent per capita tax collector for
  Palmyra Borough and the Palmyra Area School District.  The taxing authorities each assess a per
  capita tax on all adult residents of the Borough and School District. Borough
  bills are mailed annually on March 1 in the amount of $5.00 and School District
  Bills are issued on July 1 in the amount of $10.00.
  
  Per my review of the complainant’s account, she was
  issued a 2022 Palmyra Borough per capita tax bill on March 1, 2022, and 2022
  Palmyra Area School District per capita tax bill on July 1, 2022. Neither bill
  was returned to Keystone as undeliverable, and the complainant did not remit
  payment of either per capita tax. Accordingly, on April 26, 2023, the
  complainant was issued an initial delinquent tax notice for both the Borough
  and School District. The complainant did not respond to this notice, and was issued
  a Notice of Intent to Garnish Wages by Certified Mail on June 21, 2023. Please be advised that the LTEA
  permits the collection of delinquent occupation taxes by wage garnishment. 53
  P.S. §§ 6924.702-703.
  
  The
  complainant was also issued a 2023 Palmyra Borough per capita tax bill on March
  1, 2023. The complainant submitted documentation to Keystone evidencing her
  move from Palmyra to her current address outside of the taxing jurisdictions.
  On July 24, 2023, the complainant contacted Keystone in response to the Notice
  of Intent to Garnish Wages and spoke with a customer service
  representative. The customer service representative advised that Keystone
  received the complainant’s documentation and would have the matter reviewed.
  Evidently dissatisfied without an immediate resolution, the complainant filed
  this complaint.
  
  On
  July 27, 2023, a customer service supervisor contacted the complainant and
  advised that the tax liability for the 2023 tax year was removed based upon the
  complainant’s residency change. However, the delinquent 2022 taxes remained
  outstanding because the complainant resided in the Borough and School District
  on March 1, 2022 and July 1, 2022, respectively. The complainant remitted
  payment in full, and her account has been satisfied. Accordingly, no wage
  garnishment was issued to her employer. Keystone therefore considers this
  matter resolved.
  
  Finally,
  the complainant advised that Keystone issued her deceased niece a notice for
  “capital gains tax” after she previously sent Keystone a copy of her death
  certificate. Please know that without any name or account number my office is
  unable to address this aspect of the complaint. However, I note that Keystone
  does not collect capital gains tax, as there is no Pennsylvania local level
  capital gains tax. A tax on capital gains is assessed for both Federal Income
  Tax and Pennsylvania state level Personal Income Tax purposes. Accordingly, no
  such capital gains tax notice could come from Keystone.
  
  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:07/10/2023

  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.

  This business is knowingly charging taxation to citizens that do not live within its jurisdiction - then refusing to close accounts when all correct action has been taken with the township, real estate taxes, deed transfer, etc....

  Business Response

  Date: 07/13/2023

  Dear *** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In his complaint, the complainant advised that Keystone
  “knowingly charging taxation to citizens that do not live within its
  jurisdiction.” By way of further explanation, the complainant received a 2023
  Bethlehem Area School District per capita tax bill from Keystone. Please know
  that I have thoroughly reviewed the complainant’s account.
  
              As
  a preliminary matter, Keystone serves as the current and delinquent per capita
  tax collector for the Bethlehem Area School District. The School District
  assesses a per capita tax pursuant to Act 511 (Local Tax Enabling Act),
  53 P.S. § 6924.101 et seq. and the Pennsylvania School Code, 24 P.S. §
  6-679. Per capita taxes are head taxes assessed on all adult residents
  of a political subdivision.
  
              Per
  my review of the complainant’s account, a representative from my office has
  contacted the complainant and provided multiple ways to correct this issue via
  an exemption. The taxpayer refused to file an exemption.  Typically, this situation is resolved through
  one of the following, as previously advised:
  Completing and returning the exemption form conveniently located at KeystoneCollects.com (Individuals-Pay/File-Per Capita Tax- Current Exemption Request) or,
  Completing the exemption information on the back of the bill received and uploading it to ************************ or via fax at ***** ********.
  
              My
  office has performed an independent verification of the complainant’s address
  and removed billing from his account.  Since
  the taxpayer has moved out of the School District, he should no longer receive
  bills in the future.
  
   However, the
  generally required practice is to complete an exemption form as described above
  and to provide necessary supporting documentation.    Upon
  the proper filing and review, the contested account(s) may be closed following
  this accepted practice. 
  
  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******, Esquire

  Customer Answer

  Date: 07/14/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  Thank you so much for your support! 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:07/06/2023

  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 received a tax collection notice from this company for a payment that was made on 7/6/2021. I have the receipt, and they continuously send me mail stating that it is due. This was over 2 years ago. I have called them and they do not stop sending the same collection. I even received a collection request for an entire year when I was not residing in Phoenixville! This company is terrible and my brother has been receiving notices from them when he moved from the area 3+ years ago.
  
  Invoice Number: *** *** *** Amount: $183.32
  Paid: 7/6/2021
  Most recent letter received: 5/24/2023
  
  Every time I call no one responds to my inquiries. I am not the first person to have issues with this companies and they need a strong investigation. I can not even imagine the amount of people who have overpaid this company.

  Business Response

  Date: 07/17/2023

  Dear *** ******:
  
  Thank you for contacted Keystone Collections Group
  (“Keystone”) regarding this complaint ID number. In his complaint, the complainant
  advised that Keystone issued him a delinquent Phoenixville Area School District
  Occupation Tax Notice seeking payment for a tax he previously paid. Please know
  that I have thoroughly reviewed the complainant’s account.
  
  As a preliminary matter, please be advised that the
  Phoenixville Area School District, pursuant to the
  Local Tax Enabling Act and Pennsylvania Public School Code, assesses an
  occupation tax on all employed residents of the School District based upon an
  occupation assessment determined by the Chester County
  Assessment Office.
  
  In his
  complaint, the complainant advised that he remitted payment for the tax at
  issue on July 6, 2021. However, please know that this payment represented
  delinquent occupation taxes due for the 2020 tax year. The delinquent notice
  received by the complainant, most recently dated May 24, 2023, concerned
  delinquent taxes due for the 2021 tax year, which the complainant has not
  remitted.
  
  Occupation
  taxes are assessed annually, and the complainant, as a resident of the School
  District, is issued an annual bill on July 1 of each year. Per my review, the
  complainant satisfied his 2022 occupation tax liability in November of 2022.
  
  The
  complainant references receiving a bill for “a tax year in which [he] did not
  reside in Phoenixville]” without providing further specifics. If the complainant
  disputes the imposition of tax based upon residency, he is welcome to file an
  exemption application. Without specific detail concerning the disputed tax
  year(s), my office is unable to independently verify if an exemption applies.
  The same process applies to the complainants “brother” and other unnamed
  taxpayers referenced in the complainant’s complaint.
  
  As it stands, is appears that the
  imposition of tax on the complainant is accurate. 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:06/28/2023

  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.

  Received mailing that they were going to garnish my wages. when i called and said to never received others as the page claimed I was told they sent 7. there was no explanation as to when they were sent. When I asked why it wasn't on my account that I paid taxes for my current township I was told I didn't file a local tax return. I did file a local tax return, hence me paying my local taxes. When asked about the year 2021 I was told the same. I file a local tax return every year through turbo tax. I have no idea how much money I need to pay for the year 2021 as she only told me that it was not delinquent yet. Why was I not told the number for the amount of money that I will owe for taxes? How much will I owe for 2021?

  Business Response

  Date: 06/29/2023

  Dear *** ******:
  
              Thank you
  for providing Keystone Collections Group with the above-referenced
  complaint.  The complainant alleges that
  Keystone initiated a wage garnishment against him for unpaid local earned
  income taxes for the 2020 tax year.  The
  complainant further alleges that he never received a prior notice regarding the
  garnishment. Finally, the complainant alleges that he files his local taxes
  through TurboTax.  I will address each
  point in turn.  Please know that I have
  reviewed the complainant’s account. 
  
              As a
  preliminary matter, Keystone serves as the current and delinquent collector of Local
  Earned Income Tax for the Delaware County Tax Collection District and the local
  taxing bodies therein.  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). There is unfortunately an unavoidable delay in the provision of
  this limited earnings information. Based on a comparison between this
  information and Keystone’s records, this discrepancy was identified.
  
              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. The Notice itself provides taxpayers with common examples of situations
  in which the tax may not be due. 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 20, 2022.  This letter was
  sent to the address listed in the complaint to the BBB and was not returned as
  undeliverable.  A Notice of Intent to
  Garnish Wages was sent on September 30, 2022 via certified mail, but was
  returned by the Post Office as unclaimed. 
  A second Notice of Intent to Garnish Wages was sent on April 18, 2023, via
  certified mail but was again returned by the Post Office.  A third Notice was sent via First Class mail
  on June 22, 2023, resulting in this complaint. 
  Accordingly, Keystone did send multiple notices to the taxpayer. 
  
  Next, the complainant alleges that he has filed tax returns with
  Keystone every year using TurboTax.  Unfortunately,  TurboTax, and similar companies, do
  not prepare or file local earned income tax returns in Pennsylvania.  TurboTax, however, does prepare Pennsylvania
  Income Tax, a separate tax that is filed with the Pennsylvania Department of
  Revenue, not with Keystone.     Keystone’s records indicate that the
  complainant did not file a tax return with Keystone for any year except for
  2022. 
  
  Complainant correctly points out
  that Keystone was unable to determine how much, if any, local earned income tax
  he will owe for 2021.  Keystone has not
  yet received the 2021 earnings information (see above) from the Department of
  Revenue.  Complainant can file a local
  earned income tax return for the 2021 tax year, which if properly completed
  will detail any tax liability or refund that may be due. 
  
  If the complainant believes that not
  2020 tax is owed he can submit documentation showing that his local earned income
  tax liability has been satisfied. 
  
  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
  
  
  

  Customer Answer

  Date: 06/29/2023

  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.
  
  Falling to deliver messages and having them returned to you is not ample notice to garnish wages. You admitted in your response I did not receive the letters and yet still saw that as an acceptable way of sending notices. Your employee did not tell me they were returned, she just said they were sent. An undelivered message should not count as notice.

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

• Initial Complaint

  Date:06/25/2023

  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.

  Please see the attached Word file that describes our struggles against Keystone Collections tax agency, who has been claiming my wife and I owe more than 1 year's worth of earned income tax for only 65 days of residence in Chester Springs PA, in 2019 - when our newly built townhome was ready for move-in (October 2019). PA Earned Income Tax law states we only pay the tax collector for the school district of our home residence, for the number of days we live in our home.
  
  Keystone is currently garnishing my wages, despite 3 times at showing evidence of full EIT payments - myself, plus 2 independent CPAs - proving them wrong - despite certified letters, and so forth.
  
  We lived in 3 PA municipalities in 2019 due to selling our home and downsizing, and we needed to rent temporarily due to the builder being several months late. In short - the first 2 municipalities' taxes were administered by Berkheimer - who has not had any problem with our filings at all (verified by the Exton PA office).
  
  Keystone Collects has improperly garnished $1383.32 from my wages so far - they finally sent a letter last week saying "my account is reconciled" - zero word however on when they will pay me back, on when or if they will stop garnishing wages - literally zero, nothing.
  
  In addition, Keystone Collects also tried to fine me for delinquent taxes allegedly owed on our townhome for tax year 2017 - our home didn't exist until October 2019. It took me quite a lot of convincing for them to believe me.
  
  As noted in my attachment, Keystone Collects seems to be doing this on a pervasive basis - wildly inaccurate and aggressive collection practices - our previous Phoenixville PA CPA is reporting quite a few problems for their customers for 2019 and 2020.
  
  Thank you for your help in this matter.
  -**** *** **** *****

  Business Response

  Date: 07/06/2023

  Dear *** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In his complaint, the complainant advised that his wages
  were garnished for the collection of delinquent local earned income taxes. The
  complainant advised that he and his spouse were part year residents of
  Keystone’s taxing jurisdiction and that they did not owe the reported
  delinquency. Further, the complainant advised that Keystone reconciled his
  account but has not released the wage garnishment. Please know that I have
  thoroughly reviewed the complainant’s account.
  
  As a preliminary matter, please be
  advised that Keystone Collections Group is the duly appointed Tax Officer for
  the Chester County Tax Collection District. In this capacity, Keystone is
  responsible for the administration and collection of local earned income taxes.
  Please know that the Local Tax Enabling
  Act (“LTEA”) authorizes the collection of delinquent local earned income
  taxes by wage garnishment. 53 P.S. §§ 6924.702-703.  
  
              Pursuant
  to the information exchange mandate of the LTEA, Keystone is provided with
  limited earnings information by the Pennsylvania Department of Revenue (“DOR”).
  Such information is compared with Keystone’s records to identify potentially
  delinquent accounts. As the complainant did not file a tax return with Keystone
  for the 2018 tax year, and the 2019  withholdings Keystone was provided did not
  satisfy the complainant’s reported tax liability, a delinquency was identified.
  
  The complainant was issued initial
  delinquent local earned income tax notices on May 27, 2022 and August 12, 2022.
  In response, the complainant submitted documentation evidencing nonresidency
  for the 2018 tax year whereupon said year was closed. However, as the income
  reported by the complainants for the 2019 tax year did not equal what was
  reported by the DOR, for the entire year, my office requested further
  documentation from the complainants. The documentation supplied by the
  complainants’ CPA did not account for all income reported by the DOR and a Notice
  of Intent to Garnish Wages was sent to the complainant via Certified Mail
  on January 5, 2023. The complainant and his CPA were both advised of the income
  discrepancy. The complainants did not respond further, and the Wage Garnishment
  was sent on May 4, 2023.
  
              In
  response, the complainant and his spouse contacted both Keystone’s clients and
  Berkheimer, the tax administrator for the other political subdivisions in which
  the complainant resided in 2019. Through these communications, the
  complainant’s account was closed based upon his exact residency dates. The
  account was closed on June 8, 2023. On the same day, a Keystone representative
  placed a courtesy call to the complainant and advised that the account was
  reconciled.
  
              At
  the same time, a Notice of Release was sent to the complainant’s employer. All active garnishment communications
  are made directly with the taxpayer’s employer, who is tasked with accounting
  for all garnishment payments. For this reason, the complainant was not issued
  the Notice of Release. However, said
  notice was issued the same day the complainant’s cleared letter was issued.
  
  To date, Keystone has not received
  any garnishment payments from the complainant’s employer. Any funds received
  from the complainant’s employer will be refunded to him directly. 
  
              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: 07/10/2023

  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.
  

  Thank you for the replies.  I will need to reject the response from Keystone Collections, on multiple counts.
  First – at its simplest, which you continue to state in the reply – is that “the income reported by the complainants for the 2019 tax year did not equal what was reported by the DOR, for the entire year, my office requested further documentation from the complaintants”.
  It is very simple:  my wife and I reported $262,646 as our gross compensation on our PA form, with a few other taxable items bringing the total to $262,702.    Keystone Collects is saying we owe a full year’s worth of income for the 65 days we lived in Chester Springs – which is completely, wholly inaccurate – a taxpayer only owes for the number of days they lived in the taxing district (we lived in 3 separate ones, each with different tax rates – the other 2 taxing districts were paid, and are administered by Berkheimer).  If Keystone’s numbers are accurate – which state we owed $3283.78 in EIT taxes, and the EIT rate is 1.25% - my wife and I would then have needed to report a combined yearly income of $1,473,758 – clearly we earned a small fraction of that;  i.e. your accountants have not factored in the fact we only lived in your tax jurisdiction for 65 days.
  Two independent CPA firms, Berkeimer and myself have verified we properly paid our 2019 EIT taxes;  the CPAs and I have endlessly provided documentation and communication– to no avail – until my wages were garnished.  Literally nothing could convince your accounting team they were grossly wrong – I need a written apology, as requested by ******* ***** CPA.
  Quotes from both CPAs:  “I called them, and they literally made no sense, they were unintelligible”  (TaxTacklers CPA).  ******* *****, CPA/MBA in his certified letter to Keystone:  “Accordingly, please refund the amount above and issue an apology to the Moore’s for the massive administrative inconvenience and expense that you caused them to fight against truly incompetent tax collection and egregiously aggressive collection efforts on your part.”
  
  Secondly – my company’s payroll asserts with certainty Keystone has cashed both checks, each one for $691.66, for a total of $1383.32.  The timing of Christopher’s statement that Keystone hasn’t cashed any checks is most likely due to timing.  In short, *** payroll has sent checks, does not have the funds, and I trust Keystone or its partner OneSource Virtual certainly have a proper process for refunding me in a timely manner.  I will include screenshots of the *** Payroll communications below, and will forward the email to *****, with the attached Excel sheet with transaction dates and IDs, check numbers, and so forth.
  In brief, I will not close this complaint until I receive my funds, and, am issued a written apology.
  
  Thank you,
      -******* *****      July 10 2023
    
  
  

  Business Response

  Date: 07/13/2023

  Dear *** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In rejecting my office’s response, the complainant
  reiterated his assertion that Keystone garnished his wages when no tax was due.
  
  As explained previously, upon my
  office’s review of the complainant’s tax return, the income reported by the
  complainant and his spouse on the two (2) tax returns supplied to Keystone for
  the 2019 tax year did not equal the total income reported by the DOR. In order
  to verify the information contained on the tax return, pursuant to Keystone’s
  statutory rights and obligations under 53 P.S. § 6924.509(f)(1) and (4), my
  office requested further documentation from the complainants.
  
  More specifically, my office
  requested residency information associated with the portion of the year in
  which the complainants claimed to reside outside of Keystone’s taxing
  jurisdiction. Keystone was ultimately never provided with documentation, such
  as the tax return filed with Berkheimer or documentation evidencing residency
  in the Berkheimer taxing jurisdiction, in support of the complainant has his CPAs’
  claims that he resided outside of Keystone’s taxing jurisdiction. As such,
  Keystone was unable to completely verify the complainant’s income for the
  entire tax year.
  
              Nevertheless,
  the account was closed on June 8, 2023 as the complainant’s local earned income
  tax obligation was met. On the same day, a Notice
  of Release was sent to the complainant’s employer.
  
  I have located the funds received
  from the complainant’s employer, and they will be refunded directly to the
  complainant shortly. Any additional funds received from the complainant’s employer
  will be refunded to him directly. 
  
              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: 07/19/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  Dear Better Business Bureau:
  

  Thank you for your help and assistance reviewing my complaint and helping to resolve this seemingly intractable situation.

  I do have an important set of responses to our previous communication, in the MS-Word attachment - I kindly request reading them in reference to complaint ID ********.  I find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

  _________________________________________________________________________________-

   

  ADDITIONAL INFORMATION FROM CONSUMER:
  
  Dear ** ******* *********** -                                                           July 18, 2023
  
  
  First, I want to say I appreciate Keystone’s recognition that indeed our 2019 taxes were paid in full, despite the dispute, and, we did receive a refund for all garnished wages on Monday.  I will consider this dispute closed.  
  
  
  As this dispute has been draining and troubling to me, it is important for me (as it can help future taxpayers avoid scenarios like my own)  to challenge two statements from our previous correspondence so that future taxpayers might not encounter the same unfortunate series of events.
  
  
  I would also like to add some constructive recommendations (by both sides) at the end please.
  
  
  
  1. July 10 (1st reply from Keystone Collects):
  
  
  “The documentation supplied by the complaintants’ CPA did not account for all income reported by the DOR and a Notice Of Intent to Garnish Wages was sent to the complainant via Certified Mail on January 5, 2023”.
  
  
  Simply:  we were never notified of this level of detail until July 2023 – all along, the Keystone accounting department stated in vague terms (paraphrased) ‘the totals you provide do not match the PA Department of Revenue totals’.  Zero details were provided;  Keystone accountants never informed us what the differing PA DOR totals were.  We only had 2 W2s, no other reportable income, and were baffled.
  
  
  This vagueness seems to be the root cause of this entire situation.  I visited the Berkheimer Exton office again. The office manager says when PA DOR numbers rarely mismatch (usually due to an early 401K withdrawal, and taxpayers don’t realize this is taxable income – not our situation) – Berkheimer *always provides the taxpayer with details (discrepancy amount, source or cause) so that the situation can be resolved.
  
  
  The vagueness caused confusion with our Phoenixville accountant – please see the attached email, where he states the non-matching numbers are due to the 3 municipalities aggregate totals – not missing revenue.   
  
  
  Finally, and possibly oddly – in the multiple threats to garnish my wages, the same combined income figure we had reported to Keystone was used in Keystone’s garnishment notifications -  not a higher or discrepant figure from the PA DOR previously inferred!  This is shown in the attachment documents.
  
  
  
  2.  “The complaintant and his CPA were both advised of the income discrepancy.  The complaintants did not respond further, and the Wage Garnishment was sent on May 4, 2023”
  
  
  
  Unfortunately, we have no record of this advisement, either in emails or writing.  We were never informed of anything as precise as an “income discrepancy” until July of this year – only that totals from the PA DOR do not match, which again caused confusion that our CPA clarified in January.
  
  To reiterate, the same income we first reported to Keystone was used in the wage garnishment statements – not any higher or discrepant amount!
  
  
  
  What was astonishing (and opaque to both CPAs and myself) is why, for whatever type of alleged discrepancy there was, did the Collections department decide to send a delinquent notice for the entire tax year (we only lived in Chester Springs for less than 1/6 of the year) – and not the difference between the (unstated) income discrepancy?  If any discrepancy existed, we should have only paid any small difference, not be bumped up into triple-overdrive mode and be charged for the full year.
  
  
  Finally, we were told last week that we owed Keystone proof we didn’t live in Chester Springs during the time we stated we lived in Berwyn and Conshohocken – this had never been communicated to us in any form until last week, and, as explained below, Keystone had the documents in their possession to prove what they needed.
  
  
  Not only had our Phoenixville CPA included our tax forms and payments to Berkheimer (Conshohocken and Berwyn) in his January certified letter which should have proven residency,  Keystone also had in their possession our ALTA (American Land Title Asso.) form from our previous dispute – which we were taxed for our townhouse that didn’t exist in 2018 – our Berwyn address was on it and is dated early 2019 when we purchased our unbuilt townhome.  
  
  
  
  Finally, if I could recommend some steps by both sides which may help avoid these disputes:
  
  If any revenue discrepancy exists, clear and precise data needs to be provided to the taxpayer – i.e. amount, source of income or discrepancy, and what needs to be done to rectify it, in writing.
  
  If additional proof of residency (or non-residency) is missing, a separate notification in writing or email for traceability should be sent to the taxpayer.
  
  Taxpayers shouldn’t assume, like my CPA and I did, that the situation was being resolved – that our explanation sent in January was sufficient.  We were clearly not just going to “pay up” as demanded - we should have sent additional certified letters to ask for clarification more aggressively.
  
  
  
  Thank you both again for helping resolve this dispute.
  
  
  Kind Regards,
  
     -**** *****