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Business Profile

Collections Agencies

Keystone Collections Group

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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Keystone Collections Group has 5 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/17/2023

      Type:Product 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 filed my local taxes online and made several mistakes related to taxes that were paid to Richland Township and Quakertown Borough. I had moved during the year which required two separate income tax returns. In error I paid online 874.07 for Richland Township and 509.03 for Quakertown Borough. I realized my mistake and filed an Amended Tax Return the same day and sent it to this company return receipt requested. I did not owe any taxes as it was paid through my employer, I just did my taxes incorrectly. I made multiple phone calls to this company and the amended was accepted and input into their system per their staff on February 2, 2023. As of now April 17, 2023 I have not received my money back which the company said would be sent in a check as I paid the mistaken taxes with a credit card. My bank also could not help me despite filing a dispute with them as well. Every time I talked with the company it was the standard " your return will be completed in the order it was received. We are now two months since the amended return was filed. Is it possible they had that many returns to go through? The refund requested is 1383.10 is what was paid in error.

      Business Response

      Date: 04/20/2023

      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 local earned income taxes for the 2022 tax year. Specifically,
      the complainant advised that he erroneously paid tax that was previously
      withheld and is due a refund for this overpayment based upon an amended local
      earned income tax return.  

                  Please know that I have thoroughly
      reviewed the complainant’s account. Per my review the complainant electronically
      filed his local earned income tax returns, one for each municipality in which
      he resided in 2022, on February 2, 2023. On these returns, the complainant did
      not claim any tax withholdings, and accordingly remitted payment of his
      identified tax liability. However, the complainant’s local earned income taxes
      were withheld from his pay. Evidently realizing his mistake on the same day,
      the complainant amended his tax returns on paper and mailed them to Keystone.
      This complaint regards the processing delay in issuing a refund of the
      erroneously remitted tax.

                  Keystone
      makes every effort to process tax returns in a timely fashion. However, there
      is an unavoidable processing delay due to the high volume of tax returns
      Keystone receives from February until April 15 of a given tax year. In response
      to this complaint, I have expedited the issuance of the complainant’s refund.
      If for some reason he does not receive his refund check within the next two (2)
      weeks, I encourage him to contact me 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: 04/20/2023

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



      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:04/16/2023

      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.
      Both my husband and I had our wages garnished without receiving any indication that we owed any money. We both received wage garnishment notices on February 14, 2023. At that point, I called keystone to see if I could stop the wage garnishment. They told me I needed to pay them over the phone, which I did, but they still deducted money from our paychecks. This required me to have to work with my company's compliance department because my occupation requires me to be held to ethical financial standards. This also occurred during a time when we were applying for mortgage loans and caused us to be held under scrutiny by our lender. They later sent overpayment checks. We never received the bills. Several keystone reps stated that they supposedly sent me certified letters, yet they could not produce any tracking numbers for these letters. When I asked who signed for these letters, one rep stated that there was only a scribble for the signature and no specific name provided as to who signed these letters. Neither of our signatures are a scribble so it seems like someone other than me or my husband signed for these letters. We have good neighbors and it would be uncharacteristic of them to not give us a letter they signed for. We have faithfully been good neighbors to each other for years. Keystone does not make it reasonable to know if taxes or due and if so when? On their website you have to enter an invoice number to get any info. However, I never received any invoices. A few years prior to this, they were over-charging me for taxes because they had my occupation listed as "professional," which in their terms means an executive such as a CEO. Yet they do not define the classification for you. So for years I was overpaying because they had me listed as "professional." I work in an office so I didn't think much of it at first. However, when I realized the error, they would not pay me back the over-payment. My next complaint goes to the federal trade commission.

      Business Response

      Date: 04/20/2023

      Dear *** ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In her complaint, the complainant advised that Keystone
      garnished her and her husband’s wages for the collection of delinquent per
      capita / occupation taxes. The complainant contended that they did not receive
      any bills or invoices for the delinquent tax. Finally, the complainant outlined
      prior issues with her occupation assessment. Please know that I have thoroughly
      reviewed the complainant and her husband’s accounts.

      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 a per capita tax on all adult
      residents of the School District. Additionally, the District assesses an
      occupation tax on all employed residents of the School District based upon an
      occupation assessment determined by the Chester County Assessment Office. The
      taxes are assessed on all residents of the School District as of July 1 of a
      given tax year. As such, if a taxpayer moves out of the School District after
      July 1, the taxes are due in full. Pennsylvania law authorizes the collection
      of delinquent per capita and occupation taxes by wage garnishment. 53 P.S. §§
      6924.702 – 703.

                  Per
      my review, all tax notices were mailed to the correct address and were not
      returned as undeliverable. By separate correspondence, my office is mailing the
      complainant copies of (1) 2021 and 2022 initial bills; (2) 2021 delinquent
      bills; and (3) Notices of Intent to Garnish Wages. The initial and
      delinquent bills were sent via U.S. Mail and the Notices of Intent to
      Garnish Wages were sent via Certified Mail and were signed for at the
      complainant’s address. All tax notices were sent to the same address, which
      matches the address the complainant lists on her complaint. Further, Keystone
      utilizes the postal services Intelligent Mailer Barcode (IMB) which tracks
      letters as they travel through the mail. 
      The IMB records indicate that all of the bills were delivered. 

      Finally, please
      be advised that all occupation assessments are determined by the Chester County
      Assessment Office. Keystone, as the tax administrator, is without authority to
      adjust or otherwise adjudicate or dispose of taxpayer occupation assessment
      appeals without any evidence of occupation status or directive of the
      Assessment Office or School District. The complainant advised that for prior
      years, she and her husband were incorrectly assessed at the professional level.
      However, at the time, neither the complainant nor her husband timely appealed
      their assessments. Their assessments have been changed for more recent years to
      “quality control” and “proofreader”, respectively. However, updated assessments
      do not apply retroactively.

                  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*****t
                                                                                          General
      Counsel
    • Initial Complaint

      Date:04/04/2023

      Type:Product 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.
      Wrongful Wage Garnishment and Credit Report Notification

      On 3/30/2023 I received a wage garnishment notification from my employer stating Keystone Collections Group (KCG) contends I have unpaid local taxes for 2018 and 2019 totaling $4862.92.
      Prior to 3/30, I heard nothing on this matter. I immediately contacted my preparer who indicated because I pay Philadelphia City Wage Tax no additional taxes are due.
      I contacted KCG and spoke to Debbie, she said my wages were being garnished because I did not file. I asked her what was needed to resolve the issue that day and she advised I should provide copies of my W-2s, which I did.
      After speaking with KCG, I again contacted my prepared who confirmed the returns were filed (attached).
      I am in limbo with no resolution. KCG has not released the garnishment scheduled to start immediately and also has reported this issue to the credit bureau.
      Please consider attached returns and contact my employee to release the garnishment and also clear this from my credit report.

      Business Response

      Date: 04/10/2023

      Dear Ms. ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In her complaint, the complainant advised that Keystone
      attempted to garnish her wages for delinquent local earned income taxes. The
      complainant disputed the matter, as she paid Philadelphia City Wage Tax for the
      tax years at issue. 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 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, she has never filed a tax return with
      Keystone, including the tax years at issue. Pursuant to the information exchange mandate of the LTEA, Keystone
      is supplied with limited earnings information from the Pennsylvania Department
      of Revenue (“DOR”) used to identify unpaid or underpaid accounts. See 53 P.S. §
      6924.509(g).

      The complainant 
      was issued an initial delinquent notice for the 2018 tax year on July
      16, 2021 and for the 2019 tax year on October 27, 2021. The complainant did not
      respond to either notice. On April 26, 2022, the complainant was issued a
      follow-up delinquent notice, and on January 5, 2023, the complainant was issued
      a Notice of Intent to Garnish Wages by Certified Mail. The complainant
      did not respond to any notice. Accordingly, on February 21, 2023, a Notice
      of Wage Garnishment was sent to the complainant’s employer. This complaint
      followed.

                  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).

                  After
      her employer contacted her regarding the garnishment, the complainant supplied
      documentation to Keystone evidencing that Philadelphia City Wage Tax was
      withheld from her pay for these tax years, entitling her to tax credits that
      negate her local earned income tax liability. Accordingly, my office cleared
      the complainant’s account and a release notice was mailed to her employer on
      April 6, 2023. I have further directed Keystone’s Processing Department to send
      a courtesy copy of the release notice directly to the complainant’s Payroll
      Administrator.
                  Accordingly,
      this matter is resolved. However, it is important to note that the proper
      submission of a tax return would avoid situations such as these.

      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: 04/11/2023



      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, however, returns have been filed, copies were provided. In addition, a copy of the release was requested to be sent by email not US mail to stop the garnishment before funds were released erroneously. Please provide a copy of the release notification and a sincere thanks for providing this valuable service.



      Regards,


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

      Date:03/29/2023

      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 am being harrassed by the township of mount carmel. Claiming I owe taxes that I do not . I moved mid year 2019. They also claim I have 75k in earned income .... I did not draw more than 35k before taxes ... It is impossible to have almost 2x in eic than you grossed 1 and 2. after taxes and deductions it was less than 13k....

      Business Response

      Date: 04/25/2023

      Dear Ms. ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In her complaint, the complainant advised that Keystone
      contacted her for delinquent local earned income taxes owed for the 2018 and
      tax years. The complainant disputed the matter, and contended that income
      listed on her delinquent notice is not accurate. In support, the complainant
      provided a copy of her Federal Income Tax Form 1040 Printout. 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 Northumberland 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 Northumberland 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, she has never filed a 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). The income figures listed on her 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.

                  The
      Federal Tax information the complainant supplied with her complaint, and
      separately to my office, is insufficient to prove that this matter is handled.
      First, Pennsylvania taxes slightly different income items than the Internal
      Revenue Service. Second, the information supplied by the complainant does not
      evidence that any local earned income tax was withheld or remitted on the
      income she claims to be taxable. I note that the DOR information reflects that
      the complainant reported both taxable compensation and net profits. Even
      assuming the complainant’s taxable Pennsylvania earned income and net profits
      amount to half of the DOR reported income, as she contends, Keystone has not
      received payment of tax on the same. Finally, I note that there are no
      deductions from earned income tax except for unreimbursed employee business
      expenses.

                  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).
                  As
      such, the complainant will need to supply copies of her PA 40 Personal Income
      Tax Returns for the 2018 and 2019 tax years, Form(s) W-2, 1099-R or 1099-MISC,
      and Schedule C and/or Forms RK-1/K-1. Further, the complainant should provide
      proof of payment of the local ta associated with her net profits. Upon review
      of the same, my office will appropriately 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: 04/25/2023

      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 submitted Irs transcripts  in this complaint and indicates the figures are wrong.

       

      I know way dispute 2018  however, i do 2019  and since I moved from the area in July and was not resident in northumberland they are not entitled to the whole year





      Regards,


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

    • Initial Complaint

      Date:03/29/2023

      Type:Product 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.
      Keystone collections Group owes me refunds for 2020 and 2021 local taxes. I filed my taxes through MedTax and was set to receive a refund of $709 and $686. Contacted Keystone Collections to which they told me I had to write a letter of request for my refunds first. After a few months of waiting, in August of 2022, I received a letter stating I need to turn in a Schedule G form for both 2020 and 2021 taxes returns. I contacted MedTax the same day and they faxed over the Schedule G forms for both filings. I then waited until late September and called Keystone again checking on the status and they informed me they did receive the Schedule G forms and that the refunds are currently processing and can take up to 90 days. It is now end of March 2023 and I called them again asking about my refund status and they told me they are still processing and that the time it will take is unknown. I have already filed my taxes for 2022 and Keystone Collections owes me a refund of $683 and I want to get this resolved before it gets out of hand.

      Business Response

      Date: 03/31/2023

      Dear *** ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In his complaint, the complainant advised that he is due
      refunds from Keystone for local earned income tax overpayments for several tax
      years. The complainant requested assistance regarding the processing time of
      his refunds.

                  Please
      know that in response to this complaint, I have thoroughly reviewed the
      complainant’s account. Please know that the complainant’s tax returns seek
      refunds of his local earned income tax withholdings based upon available
      out-of-state credits associated with tax paid to the State of Delaware. While
      the complainant filed local returns for both the 2020 and 2021 tax years, the
      complainant failed to supply evidence of (1) Pennsylvania local earned income
      tax withholdings, and (2) available out-of-state credits. Such evidence would
      take the form of (1) a Pennsylvania W-2, and (2) a Pennsylvania Schedule G-L or
      Delaware State non-resident income tax return. The complainant provided his
      Delaware W-2 for both years and a schedule G-L for the 2021 tax year only. 

                  Per
      my office’s review of the complainant’s account, the only documentation
      supplied with his tax returns was a W-2 listing Delaware tax withheld.
      Accordingly, to verify the complainant’s refund requests, my office will need
      (1) copies of his W-2s showing all Pennsylvania tax withholdings, and (2)
      copies of his PA Schedule G-L for the 2020 tax year.

      Through the Local Tax Enabling Act, 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). Accordingly, Keystone previously
      issued the complainant a document request seeking his Schedule G-L, which he
      provided. At this time, my office will need copies of his W-2s showing
      Pennsylvania local earned income tax withholding. At such time as the same is
      received, the complainant’s refunds will be issued.

      Finally, the complainant inquired about the wait
      time for his anticipated 2022 refund. I note that the filing deadline for tax
      year 2022 is not until April 18, 2023. As such, refunds requested for the 2022
      tax year must be afforded processing time. However, the complainant should be
      sure to include his W-2 showing Pennsylvania withholding and a PA Schedule G-L
      with his 2022 local earned income tax return.

      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: 03/31/2023

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



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and will accept their explanation.  However I will point out that both of the last attempts for which I contacted Keystone, they failed to mention that I was missing the Scheduled P/L for 2020 or that I needed to have my PA W2 for both years.  If this was properly mentioned during either phone call, this would not be an issue. I will locate and fax these over to Keystone, next week. Also I did not request my 2022 refund to be sent out. I merely brought it up as information that I felt needed to be provided.

       

      Regards,



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

      Date:03/16/2023

      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 STATES THAT I'M DELINQUENT IN PAYING TAX IN A TOWNSHIP THAT I NEVER LIVED IN. MY HUSBAND AND I HAVE TWO DIFFERENT LAST NAMES BUT ARE BEING CHARGED TEH SAME AMOUNT FOR THE SAME CLAIMED INCOME , IDENTIICAL ACCOUNT AND DELINQUENT NOTICE NUMBERS. NOT ONLY AM I QUESTIONING THE VALIDIDTY OF THESE CHARGES BUT ALSO FRUSTRATED BY THE LACK OF ASSITANCE IN CORRECTING INFORMATION. THE BURDEN OF PROOF SHOULD NOR BE PLACED ON ME, KEYSTONE COLLECTIONS HAS NO FACTS TO BACK UP THESE DELINQUENT CLAIMS

      Business Response

      Date: 03/27/2023


      Dear Ms. Folino:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In her complaint, the complainant advised that Keystone issued
      she and her husband identical delinquent local earned income tax notices, which
      she disputes. In support of her dispute, the complainant advised that she and her
      spouse did not reside in the taxing jurisdiction (Bensalem Township) in the tax
      year at issue. 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 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.

      Per
      my review of the complainant’s account, she and her spouse 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).

      Further, the complainant’s spouse’s employer
      remitted Bensalem Township resident earned income tax to Keystone on his
      behalf. This, compared with the information supplied by the DOR, caused the
      complainant’s account to be placed in Bensalem Township. The complainant and
      her spouse share and account because they jointly filed their PA 40 Personal
      Income Tax Return. As such, the income reported to Keystone by the DOR
      represents the total income of both taxpayers. Accordingly, the account bears the
      same account number. Although both taxpayers may be contacted, the balance
      listed on each notice is the total balance due on the account.

      Per my review of the complainant’s account, she was
      issued an initial delinquent notice on September 1, 2022. In response, the
      complainant returned the notice to Keystone and handwrote “incorrect” on the
      notice. On January 12, 2023, Keystone issued a document request seeking proof
      of earnings and proof of residency.  As
      the complainant did not respond to this notice, the complainant and her spouse
      were issued Notices of Intent to Garnish Wages by Certified Mail on March
      7, 2023. This complaint followed. 

                  Understanding
      that the information contained on the initial notice 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, such as nonresidency.
      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).


      Ultimately, my office was able to independently
      verify that the complainant and her spouse resided in a community in Bucks
      County that does not assess an earned income tax. Accordingly, my office closed
      the matter by release dated March 23, 2023. The complainant’s spouse contacted
      Keystone and was advised of the same.

      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:03/11/2023

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My real estate (school) tax is due on April 5th, 2023. Today is March 11th. Keystone sends a threatening letter erroneously stating that my taxes have not been paid on time and that a penalty has been added to the amount owed. Every year. I have NEVER been delinquent with my payment. I want an apology and I want this to stop.

      Business Response

      Date: 03/13/2023

      Dear *** ******:

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

                  Keystone Collections
      Group serves as real estate tax collector for Saucon Valley School District.  The District provides taxpayers with the
      option to remit their real estate tax in installments.  The complainant has remitted three (3) of the
      four (4) installment payments.  As the
      taxpayer correctly points out, the fourth and final payment is due on April 5,
      2023. 
      Importantly, the Local Tax Collection Law mandates Pennsylvania Real Estate Tax
      Collectors to send the reminder notice received by the complainant to all taxpayers who have unpaid real estate tax by a certain deadline.  In fact, the law dictates the precise
      language that must be used in the notice.  Section 10(b) of the Local Tax
      Collection Law provides as follows:

      “(b) If a taxpayer
      has not paid taxes on real estate within four months after the date of the tax
      notice, the tax collector shall send by first class mail the following notice
      in bold print capital letters to the taxpayer:
                  YOUR REAL ESTATE
      TAXES HAVE NOT BEEN PAID ON TIME, AND A PENALTY HAS BEEN ADDED TO THE AMOUNT
      YOU OWE.  IF NOT PAID BY DECEMBER 31,
      YOUR REAL ESTATE TAXES WILL BE DELINQUENT.  IF YOU HAVE ANY QUESTIONS, PLEASE CONTACT (NAME OF TAX COLLECTOR) BY
      MAIL AT (ADDRESS) OR BY TELEPHONE AT (TELEPHONE NUMBER).  IF YOUR REAL ESTATE TAXES ARE TO BE PAID FROM
      AN ESCROW ACCOUNT ESTABLISHED IN CONNECTION WITH YOUR MORTGAGE, YOU SHOULD
      CONTACT THE COMPANY MANAGING YOUR ESCROW ACCOUNT.”

      Therefore, Keystone
      is required by law to send the notice received by the taxpayer and the law
      dictates the precise language above that must be included.  Nevertheless, Keystone has also added
      language to this notice regarding installment plan payments in an attempt to
      clarify to the taxpayer that if they have chosen this option, they can
      disregard the notice.

      Specifically,
      Keystone notes the following on the reminder notice: “If you have opted to
      participate in the Installment Payment Plan and are current with all
      installments due to date, please continue to remit payments timely to avoid
      penalty. If you have recently paid your account in full, please disregard this
      notice.” 

      Accordingly, Keystone
      is required by law to send the notice received by the taxpayer but has also
      attempted to clarify any confusion concerning the selection of an installment
      payment plan.  I hope this clarifies the
      reminder notice received by the taxpayer, as well as the law surrounding the
      notice.
                                                                              Very
      truly yours,
                                                                              KEYSTONE COLLECTIONS GROUP
                                                                              By:  Christopher ** V******
                                                                              General
      Counsel


      Customer Answer

      Date: 03/13/2023



      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:03/09/2023

      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,

      Has intentionally delayed, and failed to submit notice that initial paper work filed under the invoice that I received was not accepted. Waited over 60 days, and then filed an wage garnishment levy for taxes I already paid.

      Business Response

      Date: 03/27/2023


      Dear *** *******

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In his complaint, the complainant advised that Keystone
      attempted to garnish his wages for the collection of local earned income taxes he
      disputed.  In support of his dispute, the
      complainant advised that he “already paid” the tax and alleged that Keystone
      intentionally delayed review of his documentation. Please know that I have
      thoroughly reviewed the complainant’s account.

                  As
      a preliminary matter, Keystone serves as the duly appointed Act 32 Tax Officer
      for the Allegheny North Tax Collection District. In this capacity, Keystone is
      tasked with the administration, collection and reconciliation of local earned
      income taxes for all communities within the Tax Collection District 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, he 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, he was
      issued an initial delinquent notice on September 9, 2022.  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 October 28, 2022.

      In response, the complainant submitted a W-2
      showing that local earned income tax was not withheld on all of his taxable
      income. More specifically, the complainant’s employer only withheld local
      earned income tax on a portion of his taxable Pennsylvania compensation. In
      response, Keystone issued a document request to the complainant on January 12, 2023,
      requesting proof of residency, as part year residency would be the only reason
      why the complainant’s withholdings could have been correct. In response, the
      complainant advised that he lived in the taxing jurisdiction for the entirety
      of the tax year. Accordingly, the complainant was under-withheld on his local
      earned income taxes and the balance listed on his account was correct.

                  Ultimately,
      the wage garnishment was issued to the complainant’s employer on February 23,
      2023. However, in the interim, the complainant remitted payment in full.
      Accordingly, the wage garnishment was released and the complainant’s account
      was closed.

                  It
      is important for all taxpayers to properly file a tax return and, if under-withheld,
      remit all outstanding tax. Nevertheless, 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:03/01/2023

      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.
      Keystone Collections has garnished our wages for a county we didn't even live in during the year 2020. We have filed all of the correct paperwork required proving our residency and that the appropriate taxes withdrawn on our W-2s. We were then told to resubmit our paperwork again due to an error on Keystone's end. We've since called almost daily and are given no update or asked to call back later or even told "we'll get back to you" and of course no one is getting back to us.

      This is criminal and this level of customer service needs to be addressed immediately. We will be seeking a full return of our unauthorized withdrawn funds, This company took money out of our pockets, to pay our mortgage, to feed our children, without hesitation or cause and WITHOUT verifying information correctly!!!! We demand answers immediately.

      Business Response

      Date: 03/13/2023

      Dear *** ******:

                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In his complaint, the complainant advised that Keystone garnished
      he and his spouse’s wages for the collection of local *arned income taxes he
      disputed.  In support of his dispute, the
      complainant advised that he and his spouse did not reside in the taxing
      jurisdiction in the tax year at issue. 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 Delaware County Tax Collection District. In this capacity, Keystone is
      tasked with the administration, collection and reconciliation of local *arned
      income taxes for all communities within Delaware County that assess an *arned
      income tax.

      The Local Tax *nabling Act (“LTEA”) requires all Pennsylvania resident
      taxpayers making *arned 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, he and his spouse did not file a tax
      return with Keystone for the tax year at issue. Pursuant to the information *xchange mandate of the Local Tax
      Enabling Act (“LTEA”), Keystone is supplied with limited *arnings
      information from the Pennsylvania Department of Revenue (“DOR”) used to
      identify unpaid or underpaid accounts. See 53 P.S. § 6924.509(g). This limited
      information supplied by the DOR *videnced that the complainant and his spouse
      resided in the subject taxing jurisdiction for all or a portion of the tax year
      at issue.

                  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 *xamples of
      situations in which the tax may not be due, such as nonresidency. 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 16, 2022.  As the complainant did not respond to this
      notice, the complainant and his spouse were issued Notices of Intent to Garnish
      Wages by Certified Mail on November 4, 2022.  No response was received, and my office issued
      the wage garnishment to the complainant and his spouse’s *mployers on December
      29, 2022.

                  The
      complainant contacted Keystone after he and his spouse’s wages were garnished.
      Initially, the complainant supplied copies of W-2s to Keystone. However, the
      complainant’s W-2 did not definitively determine his residency status for the
      subject tax year. This was not “an *rror” on Keystone’s part; rather, more
      information was necessary.

      Ultimately, Keystone received sufficient
      information *videncing that the complainant and his spouse resided in a
      political subdivision in Delaware County that does not assess a local *arned
      income tax. Accordingly, my office closed the matter by release dated March 9,
      2023.

      I note that the complainant and his spouse were
      afforded ample time to resolve this matter prior to wage garnishment. As the
      garnishment was released, my office considers the complainant’s account closed.
      Refunds for garnishment funds were issued to the complainant on March 5, 2023
      and March 13, 2023. Any additional funds received from the complainant’s
      employer will be refunded 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
    • Initial Complaint

      Date:02/23/2023

      Type:Service or Repair 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 moved to the state of PA in July 2020, we previously lived in NJ and never had to submit a "local earned income tax" return. Keystone sent a threatening form to me indicating they would garnish my wages and charged me delinquent tax, interest and penalty. I had no idea and had to ask a local CPA who was inept and told me to pay it, which I did. After the fact, I get another notice saying I owed them more for paying late. I then realized the notice had to be wrong since they were charging me 1% for 2020 when I ONLY LIVED HERE SINCE JULY!. I called immediately and spoke to Laray who told me how to file a complaint within their website and I would be refunded my money, she agreed with me fully. I told her my husband worked for City of Phila. and she also told me that he paid 4% which is well over amount we should have paid for 2020 so all funds should be returned. I keep receiving notices from them telling me to send new documentation etc. which I have done in all instances. What I would like to know is HOW CAN THEY TAX ME if they didn't have all of the documentation in the first place! They only respond in my emails "that someone is working on this and will let me know". It has been over five months now and why does the taxpayer need to pay penalties, delinquencies etc. and Keystone doesn't have to respond to me, credit me with penalties, late fees etc. and can threaten to garnish my wages! This Company is criminal!

      Business Response

      Date: 03/06/2023


                  Thank
      you for contacting Keystone Collections Group (“Keystone”) regarding this
      complaint ID number. In her complaint, the complainant advised that Keystone threatened
      her with wage garnishment for the collection of local earned income taxes she
      disputed.  In support of her dispute, the
      complainant advised that (1) she did not know about local earned income taxes,
      (2) she was a part year resident, and (3) she and her spouse remitted
      Philadelphia City Wage Tax.  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 Washington 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 Washington 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, 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 on September 9, 2022. In response, the
      complainant contacted Keystone as she did not understand the notice.
      Accordingly, my office requested the complainant supply tax documentation. As
      no documentation was supplied, the complainant was issued a Notice of Intent
      to Garnish Wages by Certified Mail on October 28, 2022.  In response, the complainant again contacted
      Keystone and ultimately supplied income documentation. To avoid wage
      garnishment, the complainant remitted payment in full.

                  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).

      In response to the complainant’s assertions in her
      complaint, I reviewed her tax documentation and determined that the taxpayer’s
      part-year tax liability was satisfied by credits for Philadelphia City Wage
      Tax. Accordingly, the matter has been closed, and the complainant’s previously
      remitted payment will be refunded directly to her.

      I note that when taxpayers move during a given tax
      year, they must file a part-year local earned income tax return and allocate
      their income and tax accordingly. Because the complainant did not file a part
      year tax return with Keystone for the tax year at issue, the information
      supplied by the DOR, on its own, indicated that the complainant resided in the
      subject taxing jurisdiction for the entire tax year.

      Nevertheless, the complainant’s account has been
      closed and 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

      Customer Answer

      Date: 03/07/2023




      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.  However what she said is incorrect, I submitted documentation EVERY TIME they asked, she said I did not which is incorrect.  Also, I did not submit the 2020 return since my CPA was not aware of it so not sure why I would be asked to pay a penalty.  I believe I should also receive extra from Keystone for all of the time they withheld MY MONEY when they knew they were wrong for many months.  




      Regards,



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

      Customer Answer

      Date: 03/10/2023

      In the complaint, I was told that I would be refunded the amount I paid ($664.04) since it was incorrectly charged to me.  I received instead in the mail today, a notice from them indicating that I have a zero balance.  There was no check enclosed.  They owe me $664.04 which was the entire basis of the complaint.  

      Can you please ask them when I will receive my check or do I need to submit an entire new claim since they did not tell the truth.  They just erased the EXCESS fees they charged me for something I never should have been charged with in the beginning.

      Customer Answer

      Date: 03/14/2023

      We received a check from Keystone Collections today for this amount,  not sure why they didn't send it with the other notice.

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