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:06/12/2023

  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.

  I can not get anyone from Keystone collections to drop a bill that I do not owe. For over a year now, they have been trying to garnish my wages for "Mcguffey School District' taxes, from 2018.
  Although in 2018, I lived at 119 Shidler run rd Amity Pa 15301. Then rented at *** **** **** ** ***** for the rest of the year from June into 2019. All my taxes where paid when I filled, and nothing is owed ...
  I can not get them to understand this, and looking at their reviews online they commonly scam others exactly like this as well.
  Please help me to know what I can do, as currently I can not afford to loose an entire pay check to them.

  Business Response

  Date: 06/20/2023

  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that she was
  issued a Notice of Intent to Garnish Wages from Keystone seeking payment for delinquent local earned income taxes
  (“EIT”). The complainant advised that she does not owe the taxes based upon
  residency. The complainant also advised that her taxes were paid when she filed
  for the tax year in question.
  
              Please
  know that I have thoroughly reviewed the complainant’s account. The Local Tax Enabling Act (“LTEA”) requires all taxpayers making earned income and/or net profits
  to file a local EIT return and to remit any outstanding tax liability with
  their resident tax officer. 53 P.S. § 6924.502(c). Per my review of the
  complainant’s account, she has never filed a tax return with Keystone.
  
  Pursuant to the information exchange mandate
  between Keystone and the Pennsylvania Department of Revenue (“DOR”), Keystone
  is supplied with limited earnings information used to identify unpaid or
  underpaid accounts. See 53 P.S. § 6924.509(g). 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. 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).
  
  In fact, the delinquent notice issued to the
  complainant includes common scenarios in which taxpayers may not owe the tax,
  such as non-residency. The notice directs taxpayers with such disputes to
  submit all pertinent documentation to Keystone for review.
  
  In response to this complaint, I reviewed the
  complainant’s account and communication history. In the complainant’s correspondence
  with Keystone, the complainant was advised to provide documentation indicating
  that she did not live in Buffalo Township during the tax year. The complainant
  did not provide this documentation. Nevertheless, based upon the information in
  her complaint and from an independent review, Keystone was able to establish
  her residency in Amwell Township during the year in question. However, Amwell
  Township is contained in the Washington County Tax Collections District, and is
  also served by Keystone as Tax Officer. Accordingly, the complainant’s
  delinquent tax liability remains, albeit to different taxing bodies.
  
  Please know that the complainant’s Buffalo Township
  account has been closed. She will be issued a delinquent notice for the same
  tax year for Amwell Township / Trinity Area School District.
  
  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. If the complainant disputes the imposition of tax, she may supply
  Keystone with documentation as previously requested. Keystone’s online Pay
  systems allows taxpayers to conveniently and securely upload documents. Upon
  receipt, my office will review and adjust the complainant’s account, 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

  Customer Answer

  Date: 06/26/2023

  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.

  While I do agree with the McGuffey school district’s taxes not being owed for 2018, I do not agree with being furtherly charged. As I have paid all due taxes when I filled my 2018 taxes. Including the school tax on the location I was living at. 
  
  
  
   
  
  Regards,
  
  
  
  ******* ***********

   

  Business Response

  Date: 07/06/2023

  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. By further response, the complainant advised that her
  local earned income taxes were “paid when she filed” for the tax year in
  question.
  
  Previously, in response to the complainant’s
  original complaint, my office adjusted her account to reflect her residency in
  a different political subdivision than originally reported. Accordingly, I
  stated that “the complainant’s delinquent tax liability remains, albeit payable
  to different taxing bodies” and the complainant would be issued a new
  delinquent notice. In response, the complainant reiterated that her taxes were
  paid when she filed her taxes.
  
              As
  explained previously, the complainant has never filed a tax return with
  Keystone in accordance with her statutory requirement. The Local Tax Enabling Act (“LTEA”) requires all taxpayers making earned income and/or net profits
  to file a local EIT return and to remit any outstanding tax liability with
  their resident tax officer. 53 P.S. § 6924.502(c).
  
              Moreover,
  Keystone has not received local earned income tax withholdings sufficient to
  satisfy the complainant’s reported tax liability. If the complainant believes
  she paid the tax, she may supply Keystone with documentation as previously
  requested. Keystone’s online Pay systems allows taxpayers to conveniently and
  securely upload documents. Upon receipt, my office will review and adjust the
  complainant’s account, 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

• Initial Complaint

  Date:05/30/2023

  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 trying to collect back taxes from 2016 by garnishing my wages after I retired and now working part time and employer upset by asking why I did pay my taxes also keystone saying I was a airline machinist although I work as maintenance

  Business Response

  Date: 06/30/2023

  Dear *** ******:
  
              Thank you
  for contacting my office regarding the above-referenced complaint.  The complainant alleges that Keystone has
  garnished his wages for a local tax. 
  Please know that I have reviewed the complainant’s account and have
  determined that Keystone has instituted a wage garnishment to collect unpaid
  per capita and occupation taxes.
  
              As a preliminary
  matter, Phoenixville Area School District, pursuant to the Local Tax
  Enabling Act and Pennsylvania Public School Code, assesses a per capita tax
  on all adult residents of the District. 
  Additionally, the District assesses an occupation tax on all employed
  residents of the District based upon an occupation assessment determined by the
  Chester County Assessment Office.  The
  taxes are assessed on all residents of the District as of July 1 of a given tax
  year.  Pennsylvania law authorizes the
  collection of delinquent per capita and occupation taxes by wage
  garnishment.  53 P.S. §§
  6924.702-703. 
  
              A review of
  the complainant’s account indicates that Keystone has sent him a multitude of
  notices informing him of his responsibility to pay these taxes.  Despite these notices, the tax has not been
  paid.  If the taxpayer feels that they
  should not be responsible for the tax because of a qualified exemption, they
  can submit the necessary paperwork to Keystone for review. 
  
              Additionally,
  complainant states that his occupation was in maintenance while Keystone is
  assessing him the occupation tax as an airline machinist.  As stated above, an individual’s occupation
  is determined by the Chester County Assessment Office, not Keystone.  Any individual seeking to appeal their
  occupation can do so with the Chester County Assessment Office. 
  
              Thank you
  for your attention to this matter.
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
  
                                                                          By:
                                                                                      Christopher
  *. V******
                                                                                      General
  Counsel

• Initial Complaint

  Date:05/26/2023

  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 Agency is harassing my parents about a per capita bill for a property I haven't lived in in almost a decade. My parents are in their 80's and Keystone continues to harass them about this bill.
  
  They are very confused and keystone continues to harass them.

  Business Response

  Date: 06/02/2023

  Dear *** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In his complaint, the complainant advised that Keystone
  has “harassed’ his parents with delinquent notices for a “per capita tax for a
  property in which [the complainant hasn’t] resided for almost ten years.”
  Please know that I have thoroughly reviewed the complainant’s account.
  
            Please be advised
  that this matter concerns the complainant’s delinquent earned income tax
  account, not per capita or real estate taxes. Keystone serves as the duly
  authorized Act 32 Tax Officer for the Delaware County Tax Collection District.
  In this capacity Keystone administers and collects local earned income taxes
  from all communities within the taxing district 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). Per my review of the complainant’s
  account, the complainant has never filed a tax return with Keystone.
  

            Pursuant to the information exchange
  mandate of the LTEA, the Pennsylvania Department of Revenue (“DOR”) supplies
  Keystone with limited earnings information to verify tax filings and identify
  potential delinquent accounts. After receipt of this earnings information,
  which pertained to tax year 2014, Keystone issued the complainant an initial
  delinquent notice on November 15, 2017. The complainant did not respond to this
  notice or otherwise reconcile his account. Follow-up notices were issued on
  April 17, 2022, November 7, 2022 and most recently on May 16, 2023. These
  notices were mailed to the address Keystone had on file for the complainant,
  which evidently belongs to his parents.
  

              Keystone makes every effort to
  resolve the concerns of taxpayers. To ensure the highest level of customer
  service, all phone calls are recorded, and taxpayers are advised of the same
  prior to the phone call. Per my review, the complainant called Keystone at
  least four (4) times on Friday, May 26, 2023. I have personally listened to
  these phone calls. In each case, before the Keystone representative could
  properly explain the issue or assist the complainant, he engaged in abusive and
  vulgar language. On two (2) occasions the complainant threatened physical
  violence against Keystone’s employees. Pursuant to Keystone’s policy, all calls
  were terminated by the Keystone representative due to the complainant’s coarse
  language and violent threats. Any future threats made against Keystone
  employees will result in police intervention.
  

              As is clearly explained in every
  notice sent to the complainant, he is welcome to submit documentation to
  Keystone if he disputes that tax is due. A bona fide dispute could be based
  upon residency, non-taxability of income, or the availability of credits for
  tax paid to Philadelphia or another state. Again, this information is clearly
  presented to the complainant in the notices. 
  

              Based upon the complainant’s
  behavior, Keystone will no longer assist the complainant over the phone. Any
  disputes may be submitted to Keystone in writing, and supported by documentary
  evidence.
  

              Finally, I note that the
  complainant’s address has been updated, so any future delinquent tax notices
  should be issued to the complainant’s address. 
   
  

     I
  appreciate the opportunity provided by the BBB to resolve the concerns of
  taxpayers and improve our processes. I would encourage any individual with a
  tax concern to remember that Keystone employees are humans and are trying to
  assist taxpayers.  The use of profanity
  and threats of violence will not be tolerated. 
  
              Thank
  you for your attention to this matter.  
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
  
                                                                          By:
   
                                                                                      Christopher
  *. V******
                                                                                      General
  Counsel

  Customer Answer

  Date: 06/06/2023

  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.
  

  I haven’t lived at *** ********* ***** since 2009, I moved to ****** **** ************. I paid all of my taxes accordingly.
  
  I lived at the ******* ******** **** *** ****, the ****** ****** and Then ***** and ***** **.
  
  I moved to ** in 2015.
  
  This Keystone company is sending collection letters to my elderly parent in ****** **.  I do not have my address blocked but they choose to harass my 87 year old Father and my 80 year old Mother.
  
  If this company was legit they would have secured my address.  I never listed my parents address as mine, my information is fully transparent.
  
  This company seems to try to intimidate elderly people to get money.
  
  Their long winded excuses are specious.  They put my parents in a state of worry that they really can’t navigate at their age.
  
  I 110% support my complaint and my next course of action is to sue this keystone collections for the duress they caused my parents and the problems it has caused between me and my parents!!
    
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 06/07/2023

  Dear *** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In rejecting my office’s response to his complaint, the
  complainant reiterated that Keystone has “harassed’ his parents and contended
  that he does not owe the delinquent taxes outlined on the previously issued
  delinquent notice.
  
  Please know that
  all delinquent notices were issued to the complainant, in his name, and were
  not addressed to his parents.  Importantly,
  Keystone has no record of the complainant’s parents. Accordingly, any claim
  that Keystone has “harassed” his parents is simply untrue.  After the contact by the complainant,
  Keystone is now aware that delinquent notices were mailed to the complainant’s
  parents’ address. Keystone utilizes NCOA Address Verification, a service
  provided by the United States Postal Service, that matches names and addresses
  to ensure accurate mailings, particularly when several years may have elapsed
  between the tax year and delinquent notification. As stated above, all
  delinquent notices were addressed to “**** ** ******” and were not addressed to
  complainant’s parents. Nevertheless, as detailed previously, the complainant’s
  address has been updated so any future notices will be mailed directly to him.
  

  As an Act 32 Tax Officer, Keystone
  is afforded broad auditing powers including the right to request information to
  verify the accuracy of a tax return, or if no tax return was filed, to verify
  that no tax is due. See, 53 P.S. §
  6924.509(f). Accordingly, Keystone has acted within its statutory powers in
  sending delinquent inquiry notices and requesting documentation from the
  complainant. 
  

  To date, the complainant has
  supplied Keystone with no documentation in support of his dispute. The
  complainant is welcome to submit documentation to Keystone if he disputes that
  tax is due. A bona fide dispute could be based upon residency, non-taxability
  of income, or the availability of credits for tax paid to ************ or
  another state. All account information is detailed on the notices issued to the
  complainant.  Based on the complainant’s profane
  language and threats of violence, any dispute must be in writing. 
  

    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:05/26/2023

  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.

  I have been dealing with keystone collections since the middle of 2021. They have sent multiple letters, each time I have disputed. According to them, TurboTax wasn't providing the correct documentation to the DOR. I sent them everything from 2015 onward, including 1040s and all of the W2s. They were aware of my current address from previous mailings, however sent a garnishment of wages letter to an address that I haven't lived at since early 2022. Additionally, it was the incorrect street address, which meant the post office never sent this to either address and I never received it. I only learned of this after they had taken money from my current employer for a "missing" w2, because they won't accept 1040 forms from TurboTax, according to Keystone. They have harrassed me time and time again for the past 3 years for eight years of documentation. I have sent them all of the tax documentation in bulk, and they continue to send new mail stating they don't have it for a certain year, to which I have to call and tell them to look at the massive file in my account. I am sick of the harrassment after providing over 20 documents via their web service AND via mail.
  Recently, it was found that I was correct again and that they owed me back $260 of the garnished wages that they took at the beginning of April. I was sent $198 after 3 weeks of "processing". However, when contacting them on 5/26/23, they stated that the $62.11 taken out of my paycheck on 4/28/23 was still "processing" and that they would mail the letter by the end of next week and I would receive it in 2 weeks time. This is 5 weeks after garnishment
  How are they allowed to take your money almost instantaneously, but take five weeks to mail your money back to you after proving them wrong? How are they getting peoples names? I've spoke to Turbotax as well, and none of them were aware that Keystone was claiming they don't send the dor the correct information? If this continues I will be seeking legal counsel.

  Business Response

  Date: 05/30/2023

  Dear *** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In his complaint, the complainant advised that he has
  received numerous delinquent local earned income tax notices from Keystone,
  which he disputes. The complainant further advised that his wages were
  garnished and that he is due a refund from monies taken in error. 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 Allegheny North Tax Collection District. In this
  capacity, Keystone administers and collects local earned income taxes from all
  municipalities and school districts, including the taxing jurisdictions at issue
  here, within the District that assess an earned income tax.
  
  Per my review, the complainant has never filed a
  local earned income tax return with Keystone. 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). Based on a comparison between this information and Keystone’s
  records, several discrepancies were identified.
  
              Moreover,
  Turbo Tax and similar tax preparation software have not affiliation with Tax
  Officers such as Keystone. In fact, these software companies typical provide
  disclaimers that local tax returns must be filed separately. Accordingly, all
  Pennsylvania residents with taxable earned income and net profits are required
  to file a local earned income tax return directly with their resident Tax
  Officer. In his complaint, the complainant advised that Keystone does not
  accept “1040 forms from TurboTax.” The Pennsylvania Department of Revenue’s
  1040 form is specifically designed to address Pennsylvania state-level income
  tax which is different from Pennsylvania local income tax.  Accordingly, the 1040 forms cannot be used
  for local earned income tax filings.
  
              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).
  
              Taxpayers
  are given ample time to reconcile delinquent accounts prior to the initiation
  of a wage garnishment. Because the complainant has moved numerous times, his
  delinquent tax years have been adjusted for part year residency. Ultimately,
  the complainant provided Keystone with W-2s and residency information
  evidencing that his local earned income tax liability was met via employer
  withholdings. Accordingly, the garnishment on his account has been released and
  he will be refunded all monies taken from his pay.
  
              It
  is important to note that situations such as these can be avoided with proper
  tax compliance. That is, had the complainant properly filed local earned income
  tax returns for all or partial years in which he resided in the Tax Collection
  District, this issue would have been avoided.  
  
  Thank you
  for your attention to this matter.
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
                                                                          By:
                                                                                      Christopher
  *. V******
                                                                                      General
  Counsel

• Initial Complaint

  Date:05/12/2023

  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 notification that reports I owe $328.40. Have paid Keystone past dues and taxes in years after 2019 and have not heard of this particular debt until today, 5/12/23, when I received a notice of intent to garnish wages with the falsified claim that I was notified previously of this debt. In this, Keystone is charging statutory interest of $31.14, statutory penalty of $26.68, act 192 costs $60 and statutory costs of collection of $32.68. Total owed $328.40 with these inappropriate charges which I am contesting due to Keystone's negligence to contact me at any point in time before today, and then falsifying the statement that they have made contact regarding this debt previously. Willing to pay a total of $177.90 but not the fraudulent charges.

  Business Response

  Date: 05/25/2023

  Dear *** ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that Keystone
  attempted to garnish his wages for the collection of local earned income taxes.
  The complainant did not specifically dispute the imposition of tax; rather, she
  disputed language on the notice stating that she was previously notified of the
  delinquent balance. To the contrary, the complainant advised that she was not
  notified of delinquent taxes previously. Accordingly, the complainant disputed
  the penalty, interest and collection costs assessed on her account.
  
  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 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 the Tax
  Collection District 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).
  
  Per
  my review of the complainant’s account, she did not file a tax return with
  Keystone for the tax year at issue. 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).  
  
  Per my review of the complainant’s account, she was
  issued an initial delinquent notice for the 2019 tax year on October 7, 2021. This
  notice was not returned to my office as undeliverable or unable to forward.
  Accordingly, under Pennsylvania law, it is presumed received.  As the complainant did not respond to this
  notice, the complainant was issued a issued Notice of Intent to Garnish
  Wages by Certified Mail on May 4, 2023. This complaint followed.
  
              The
  LTEA authorizes the collection of delinquent local taxes by wage garnishment.
  53 P.S. §§ 6924.702-703. Further, the statute mandates the imposition of
  penalty and interest when the tax is not paid when due. 53 P.S. § 6924.509(i).
  Finally, Keystone is authorized to recover its costs of delinquent collection
  pursuant to Act 192 of 2004, as ratified by the taxing authorities. All changes
  assessed in excess of the delinquent face tax were lawful and proper.
  
              It
  is important for all taxpayers to properly file a tax return and, if under-withheld,
  remit all outstanding tax. The accrual of penalty and interest, and assessment
  of collection costs can be avoided by proper tax compliance.
  
  In response to the May 4, 2023, notice, the
  complainant remitted payment in full. Accordingly, the 2019 tax year has been
  closed on her account. As the complainant’s account has been satisfied, this
  matter is resolved.  
  
  I appreciate the opportunity provided by the BBB to
  resolve the concerns of taxpayers and improve our processes.
  
  Thank you
  for your attention to this matter.
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
                                                                          By:
                                                                                      Christopher
  *. V******
                                                                                      General
  Counsel

• Initial Complaint

  Date:05/05/2023

  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 sent me one of their standard tax delinquency letters stating that I owed taxes for 2020 at a previous residence. I uploaded the requested documentation to their website to prove that I did not live there for the entire year and they took three months to respond to ask for further information, which by their own website and confirmation from an employee should not have even been necessary as I had uploaded sufficient documentation already. I uploaded the further information, which I also confirmed with an employee would be sufficient evidence (different documentation). This issue is still unresolved today. Then, several weeks later a received another bill stating that I owed further delinquent taxes for a township that I have never lived in for years 2019-2022 and demanding that I pay within a month due to the fact that I had already been contacted previously, which I had not. When I called to ask why I received this letter and ask where they got this information, I was told by the employee that I spoke to that they had a form that I could fill out, but it “may or may not help you”. I have never lived in this township and had to google where it was, so I have no inclination where they got this information. The lack of organization and professionalism in my entire situation with this company has been astounding. All I would like from them is to review my account and remove the tax delinquency bill that I should not owe.

  Business Response

  Date: 05/12/2023

  Dear M*. ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that she
  received several delinquent tax notices from Keystone. The complainant
  contended that she does not owe these taxes. Please know that I have thoroughly
  reviewed the complainant’s account.
  
  As a preliminary matter, this matter involves two
  (2) taxes which are separate and distinct from each other; local earned income
  taxes and per capita taxes. Specifically, the complainant received a 2020
  delinquent local earned income tax notice for Ross Township / North Hills
  School District and 2019 – 2022 delinquent per capita tax notices for West Deer
  Township and Deer Lakes School District. It appears that the complainant has
  changed addresses numerous times over the past several years resulting in
  overlaps or inaccuracies in employer-reported addresses for her. I will address
  each tax type in turn.
  
  Earned Income Taxes
  
  Keystone serves as the Act 32 Tax Officer for the
  Allegheny North Tax Collection District. In this capacity, Keystone administers
  and collects local earned income taxes from all municipalities and school
  districts, including the taxing jurisdictions at issue here, within the
  District that assess an earned income tax.
  
  Per my review, the complainant has never filed a
  local earned income tax return with Keystone. 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). Based on a comparison between this information and Keystone’s records,
  this discrepancy was identified. Specifically, the DOR information evidenced
  that the complainant filed her PA 40 Personal Income Tax Return as a resident
  of Ross Township / North Hills School District for 2020 tax year.
  
              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 of the complainant’s account, she was issued an initial delinquent
  notice on September 9, 2022.  In
  response, the complainant supplied documentation purporting to evidence her
  residency. Said documentation included a W-2 showing no local earned income tax
  withholdings. Accordingly, in March of 2023, my office requested certain
  documentation from the complainant evidencing both her residency for the full
  year and any evidence of income and tax paid. The complainant has not supplied
  additional documentation, but was directed to complete an Information
  Supplement Form available on Keystone’s website, to account for her residency
  for theurationn of 2020. I note that the address listed on her 2020 W-2 is
  located in Ross Township. My office will await further documentation and make
  any adjustments, if necessary. As it currently stands, it appears that local
  earned income taxes were not withheld from the complainant’s pay.
  
  Per Capita Taxes
  
  The complainant was issued a delinquent 2019-2022
  per capita tax notice for West Deer Township and Deer Lakes School District on
  April 26, 2023. Per capita taxes are flat taxes assessed on all adult residents
  of a taxing jurisdiction.
  
  In her complaint, the complainant contended that
  she has “never lived” in this township. Please know that the complainant’s
  employer remitted earned income tax withholdings to Keystone on her behalf,
  listing a resident address in West Deer Township. Further, all current per capita
  tax bills were mailed to the complainant at this address (with a postal address
  in “Gibsonia”). Dating back to 2019, no per capita tax bills were returned to
  my office as undeliverable, and they are deemed to be received.
  
  To resolve both accounts, my office is in need of
  residency information for the 2019 – 2022 tax years. 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:05/03/2023

  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 refuses to pay a refund which I am owed, despite the fact that my employer's w2 for 2022 clearly indicates the amount exactly matches what was deducted from my wages, and my correctly completed form indicates what I am owed.
  Contact with Keystone is fruitless.
  What is my recourse?
  Thank you

  Business Response

  Date: 05/03/2023

  Dear M*. F*****:
  
              Thank
  you for contacting Keystone Collections Group regarding the above-referenced
  complaint.  The complainant alleges that based
  on her W-2 and her 2022 local earned income tax return she is owed a refund
  which Keystone is refusing to issue. 
  Please know that I have reviewed the complainant’s account. 
  
              The
  complainant provided a local earned income tax return claiming a refund, as
  well as a W-2 from her employer.  The W-2
  provides two lines of employee withholdings; one is her local earned income tax
  withholdings and the other is her local services tax withholdings.  These two taxes are separate and distinct
  from each other.  Importantly, local
  services tax withholdings cannot be used as a credit against earned income tax
  liability.  Accordingly, the complainant
  is not owed a refund for her local services tax withholdings.
  
              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:04/26/2023

  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 does not allow individuals to look up their account number to view past payments or account dues in their entirety. Individuals are only able to look up per invoice, which runs the risk of people not knowing complete account dues. Online bill pay doesn't work, even after bringing this to their attention multiple times company declined to remove delinquent charges even though previous attempts to pay the bills were well within the timeframe of original due date. Company does not call individuals back, as I have left requested call backs through their automated system as well as through their reps for a supervisor call back to resolve accounts. Expressed that we did not receive any invoice for pervious year's dues and company rep explained that this has been an issue on undeliverability in county of Somerset and that as long as the company doesn't receive return to sender then they assume all people are receiving their mail. They do not reach out to individuals via phone numbers to resolve debts before fees or even after account delinquency. Company states that any and all fees obtained throughout the process are unremovable regardless of fault (e.g., electronic systems not accepting payments, delays in calls, etc.). Prohibiting people from paying the bill prior to fees or in its completion to prevent future fees needs to be addressed.

  Business Response

  Date: 04/28/2023

  Dear *** ******:
  
              Thank you
  for contacting Keystone Collections Group regarding the above-referenced
  complaint.  Keystone appreciates the
  opportunity to address the concerns of the complainant.  In their complaint, the complainant alleges that
  they did not receive per capita tax bills, that Keystone’s online bill pay
  system does not function, and that Keystone does not return taxpayer calls. Please
  know that I have reviewed the complainant’s account thoroughly. 
  
              First,
  Keystone serves as the current and delinquent per capita tax collector for Somerset
  Area School District.  In this capacity
  Keystone issues current and delinquent tax bills to residents within the
  District.  Keystone utilizes the United
  State Postal Service’s Intelligent Mailer Barcode (IMB) to track per capita tax
  bills.  The IMB record provided by the
  USPS indicates that all of the bills were delivered.  Further, Keystone’s records do not indicate that
  any of the bills were returned as undeliverable.  Please know that if a bill is returned as
  undeliverable, Keystone attempts to identify a current address for the
  individual.  While this was not necessary
  in this instance because the complainant’s address was correct, it evidences
  Keystone’s commitment to get taxpayers their bills promptly.
  
  Second, Keystone
  allows individuals to remit payments electronically through its website.  The complainant attempted to remit payment of
  her per capita tax on February 6, 2023 and February 25, 2023.  Keystone was notified by its financial institution
  that the payment was rejected by the payor’s bank because the checking account
  number was not correct.  In reviewing
  these two payment attempts, the bank account numbers differed from each other
  and also from the third payment that was processed. 
  
  Per Keystone’s
  policy, we made attempts to notify the taxpayer of the failed payments.  Calls were placed on February 10, 2023, March
  8, 2023, and March 10, 2023.  Notably,
  the 2023 discount phase ended on March 31, 2023.  Accordingly, Keystone notified the taxpayer
  well in advance of the end of the discount phase.  Taxpayer remitted payment using the online
  payment method on April 26, 2023.  I
  would note that Keystone receives thousand of payments through its website each
  month indicating that the payment system is functional.
  
              As Keystone’s
  online payment system functions, and Keystone made multiple attempts to notify
  her of the failed payments, my office considers this matter is resolved.
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
                                                                          By:
                                                                                      Christopher
  *. V******
                                                                                      General
  Counsel

• Initial Complaint

  Date:04/25/2023

  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.

  I am owed a refund from last year’s (2021 tax year) earned income tax return I filed. I sent my return via certified mail.
  
  This is not the first time I received a runaround from them.
  
  I have had trouble in the past with these people. That is why I always send my returns via certified mail. They confirmed that they received it, and they also said they were reviewing it, but I haven’t received anything from them for at least 2 weeks.
  
  I have not gotten a chance to check, but I am believe I am owed a refund from 2020’s earned income tax return as well.
  
  I should not have to ask for my refund every year for something rightly owed to me. They owe me $637 for 2021 alone, and I am sure a similar amount for 2020.
  
  Thanks in advance for your help!
  **** ******* 

  Business Response

  Date: 05/12/2023

  Dear *** ******: 
  
              Thank you for contacting Keystone
  Collections Group (“Keystone”) regarding this complaint ID number.  In his complaint, the complainant claimed that
  his employer over-withheld his local earned income taxes, and despite his
  refund request, Keystone has not issued refunds.
  
              In response to his complaint, I have
  thoroughly reviewed the complainant’s account.  Please be advised that based only upon a
  review of the complainant’s tax return and documents, he was not entitled to a
  refund for any overpayment of tax. Pennsylvania local earned income taxes are
  assessed pursuant to the Local Tax Enabling Act, codified at 53 P.S. §
  6924.101 et seq. (“LTEA”).  The LTEA provides that employers shall
  “deduct from the compensation due each employee employed at such place of
  business the greater of the employee’s resident tax or the employee’s
  nonresident tax as released in the official register.” 53 P.S. § 6924.512(3).  An employee’s nonresident tax rate is
  determined by their “work location”.
  
              In the complainant’s case, his reported
  work location assesses a nonresident earned income tax at the rate of 1.28%.  As this rate is higher than the complainant’s
  resident rate of 1.0%, he appeared to be properly withheld to the nonresident
  rate. Such withholdings above the complainant’s resident rate are payable to
  his work location and may not be claimed against his resident local earned
  income taxes.
  
              However, the complainant contended
  that his reported work location and associated withholding was inaccurate.
  Accordingly, my office requested the complainant provide a letter, on company
  letterhead, from his employer, evidencing his work location. Based upon written
  communication between the complainant and my office, he was not initially
  cooperative with this request. However, ultimately the requested letter was
  supplied in April of 2023. As such, my office has reviewed and determined that
  the complainant’s employer withheld him to an incorrect work location.
  Accordingly, the complainant’s refund has been approved. He should receive a
  check in the near future.
  
              Taxpayers should take reasonable
  steps to ensure their employers withhold their local earned income taxes based
  upon correct resident and non-resident/workplace locations. As mentioned, based
  on the complainant’s tax filing and documentation, it initially appeared that
  his refund request was based on non-refundable nonresident local earned income
  tax withholdings. Without the letter from his employer clarifying that the
  complainant was withheld incorrectly, there appeared to be no overpayment on
  the complainant’s 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:04/18/2023

  Type:Customer Service 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.

  it is tax day and there software says my name and ss# does not exist i am 56 and lived at the same address my whole life now i will get a penalty for filing late of course the offices are closed

  Business Response

  Date: 04/19/2023

  Dear *** ******:
  
  Thank you for providing my office with the above-referenced
  complaint.  Please know that I have
  reviewed the complaint and the complainant’s account thoroughly.  The complainant alleges that he attempted to
  electronically file his local earned income tax final return and received a
  message from Keystone’s e-file system stating that his name and social security
  number do not exist. 
  
  Please know that for security purposes individuals who have
  not previously used Keystone’s electronic filing system must go through a
  registration process before they can use the system.  In reviewing the complainant’s account, in previous
  years the complainant had filed using a paper return and had not established an
  online account.  Once a taxpayer registers,
  they receive a confirmation email allowing them to proceed with electronically
  filing their return.  While I cannot speak
  to what the complainant was entering during the registration process, I suspect
  one or more field entered by the complainant did not exactly match Keystone’s records.  This requirement exists for security
  purposes.
  
  Keystone extended its hours of operations in the days
  leading up to the filing deadline to better serve taxpayers.  These hours were posted on Keystone’s website
  in advance of the filing deadline.  Further,
  Keystone encourages taxpayers to file their returns early so that if they do
  experience a rare technical problem there is ample time to work with Keystone
  to resolve the issue.  It appears that
  the complainant attempted to contact Keystone at approximately 8:30PM, after
  Keystone closed.  Finally, taxpayers
  always have the option to remit their final return on paper.  Returns that are postmarked on or before the
  filing deadline are deemed timely. 
  
  Thank you for the opportunity to address the complainant’s
  concerns.
  
              Very truly
  yours,
  
              Keystone
  Collections Group
  
              By:      Christopher *. V******
                          General
  Counsel