Collections Agencies
Keystone Collections GroupHeadquarters
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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
Customer Complaints Summary
- 223 total complaints in the last 3 years.
- 65 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/14/2023
Type:Service or Repair IssuesStatus: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 my wages garnish for local taxes for the amount of $2219. I have submitted my w2’s for 2013 and 2014. I also submitted and employee earnings record from my company for 2015 and they are not accepting it. They are stating that I still owe $679.20. It specifically states on page 8 of how much local taxes I have paid are $1645.64which is over the the amount that I would owe. Why they are still investigating they are still garnishing my check for 10% of the original amount. When I call they never can give you a timeframe. They always says in the order it was received. That can take months. Especially since everyone 2020 when they change you tax locality to your home because of the pandemic and most likely a lot of people are getting letters for 2020. I have been working in the city of Philadelphia since July 2013.Business Response
Date: 03/06/2023
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In her complaint, the complainant advised that her wages
were garnished for the collection of delinquent local earned income taxes. The
complainant advised that she has worked in the City of Philadelphia “since 2013.”
Please know that I have thoroughly reviewed the complainant’s account.
As a preliminary matter, please be
advised that Keystone Collections Group is the duly appointed Tax Officer for
the Delaware County Tax Collection District. In this capacity, Keystone is
responsible for the administration and collection of local earned income taxes.
Every taxpayer with taxable earned income and/or net profits is required to
file a local earned income tax return with their resident tax officer based upon
their resident status. 53 P.S. § 6924.502(c). Please know that the Local Tax Enabling Act (“LTEA”) authorizes
the collection of delinquent local earned income taxes by wage garnishment. 53
P.S. §§ 6924.702-703.
Pursuant
to the information exchange mandate of the LTEA, Keystone is provided with
limited earnings information by the Pennsylvania Department of Revenue (“DOR”).
Such information is compared with Keystone’s records to identify potentially
delinquent accounts. Per my review of the complainant’s account, she has never
filed a tax return with Keystone. Based upon the information supplied by the
DOR, this delinquency was identified.
The complainant was issued a delinquent
local earned income tax notices on June 1, 2018, May 10, 2022 and May 27, 2022.
The complainant contacted Keystone in response to the May 10 delinquent notice
and was advised to supply documentation. Since the complainant did not
reconcile her account, a Notice of Intent to Garnish Wages was sent to
the complainant via Certified Mail on August 22, 20222. The complainant’s
account was not satisfied, and the Wage Garnishment was sent to her employer on
September 30, 2022.
After
her wages were garnished, the complainant contacted Keystone and eventually
supplied income documentation evidencing that she paid Philadelphia City Wage
Tax for the tax years at issue, entitling her to tax credits covering her
liability. Accordingly, her account was closed, and a Notice of Release was generated.
The
complainant threatened Keystone with “an attorney” if my office did not
immediately release the garnishment. As a courtesy to the complainant my office
faxed a copy of the release directly to her employer. The complainant has been
refunded two (2) payments made on this account. Any additional funds received
from the complainant’s employer will be refunded to her directly.
I
note that the complainant was afforded ample time prior to garnishment to remit
payment in full. Nevertheless, this account has been satisfied and the 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 *. *******
General
CounselInitial Complaint
Date:02/09/2023
Type:Billing IssuesStatus: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 a Delinquent Tax Notice on February 7, 2023 from Keystone Collections Group (KCG). Called KCG at 9:03am on February 8, 2023 and spoke to Jessica and told her I never received a tax notice from them in 2022. She said it was mailed on July 1, 2022 to… *** **** **** *** ***. I told her I don’t live there. She asked did you live there. I informed her that I’ve lived at……………………………….. I told her I’d pay the tax if she waved the penalties. She said she doesn’t have the authority to do that and that another department will make that decision, but it may not wave the penalties. I asked to speak to her supervisor and she said she cannot transfer any calls. I asked her for her supervisor’s phone number and she said she could not provide that since she has many supervisors. She did say she would have her supervisor call me. I asked when, she said within the next few days.
About 1pm on February 8, 2023 the supervisor called, forgot her name. She said the call is being recorded and I agreed to talk to her. She said since there was another person’s social security number on my local tax return, KCG’s computer changed my address to that SS#’s address. I told her I never received any mailing from KCG for the tax and shouldn’t be held responsible for penalties. She said she couldn’t do anything about it. I asked to speak to her supervisor. She said she will have him (or her) call me. The supervisor has not called me back as of this posting.Business Response
Date: 02/13/2023
Dear *** *******
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In his complaint, the complainant advised that he received
a delinquent per capita tax notice from Keystone. In disputing the penalty and
collection costs, the complainant advised that the original bill was sent to an
incorrect address and never received.
Please
know that I have thoroughly reviewed the complainant’s account. I have
confirmed that the original bill was mailed to an address in which the
complainant did not reside. A supervisor from my office has contacted the
complainant to resolve this issue.
My
office has investigated why the original bill was mailed to an incorrect
address. Please know that Keystone serves as the Act 32 Tax Officer for the
Northampton County Tax Collection District. In this capacity, Keystone
administers, reconciles and collects local *arned income taxes for this area.
Keystone regularly updates taxpayer addresses to confirm accuracy. The
complainant’s tax preparer listed a social security number in the “spouse”
column of the complainant’s local *arned income tax return. The address for the
“spouse” corresponds to the address in which the complainant’s original per
capita tax bill was mailed. It is important that taxpayers review and correct
any inaccuracies on tax returns prepared by third party tax preparers.
I appreciate the opportunity provided by the BBB to
resolve the concerns of taxpayers and improve our processes.
Thank you
for your attention to this matter.
Very
truly yours,
KEYSTONE
COLLECTIONS GROUP
By:
Christopher
*. V******General Counsel
Customer Answer
Date: 02/14/2023
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.
Keystone Collections Group insists I pay the $10 per capita tax, plus $1 penalty. There would be no penalty if "I" received the per capita tax bill. KCG has been doing Northampton's taxes for a number of years. I reviewed previous local tax returns and they did have the ex-spouse's social security number on them. For some reason KCG's computer system changed my address to my *x-spouses last year, as I was told by Stephanie from KCG.Regards,
****** *******_________________________________
Additional email from ****** *******:
I did receive a call on February 13, 2023 at 10:18 am from a supervisor from Keystone Collections Group where she left a message stating that after speaking to her supervisor, they decided to wave the Act 192 cost of $10, and she said the tax must be paid by the end of March in the amount of $10 tax, plus $1 penalty, in order to not incur the Act 192 cost. I was told that I could not pay that tax online because their computer will show the tax as well as the Act 192 cost, it must be mailed. A check was mailed on February 9, 2023 to KCG in the amount of $10. I did not include the statutory penalty because there would not have been any penalty if they had mailed me the tax notice.
I did review previous local tax returns and my ex-spouse’s social security number was on them; however, KCG did not change my address before
Regards,
****** ** *******Initial Complaint
Date:02/09/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In August of 2022 I received a delinquency tax payment request from keystone asking for over 500 USD in local earned income tax for the year of 2018 for residing in Bensalem Township. I did not reside in Bensalem at the time, but in Levittown, PA. I provided documentation that day to prove my residency and did not hear back. By October I received a second notice stating I now owed over 600 USD in delinquent taxes for the 2018 year for Bensalem Township. I paid the fee because I was afraid it would affect my credit while buying my first home.
I did call Keystone directly to say I paid this in error and would provide proof documentation again and was told I needed to upload the files. I did upload a W-2 as well as the residency form. I heard nothing from them. I called again in December to follow up on being reimbursed the incorrect payment, and was told my file was unable to be opened because they were auditing my 2020 tax files and that I should mail my proof to their offices since the forms I had sent showed up “blank”. I mailed them copies of my W-2 and residency forms. I have not heard back and I would like to be reimbursed the incorrect payment I made since I did not live in Bensalem during the 2018 year they collected taxes for.Business Response
Date: 02/20/2023
Dear *** ******:
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 to Bensalem
Township. The complainant paid the tax balance, but disputed the matter, as she
resided “in Levittown, PA.” The complainant further requested reimbursement for
the payment she made. Please know that I have thoroughly reviewed the
complainant’s account.
Keystone serves as the Act 32 Tax Officer for the
Bucks County Tax Collection District, which includes Bensalem Township. Based
on a comparison between earnings information supplied by the Pennsylvania
Department of Revenue (“DOR”) and Keystone’s records, this discrepancy was
identified. Specifically, a comparison between the DOR information and
Keystone’s records placed the complainant in Bensalem Township for the tax year
at issue. The complainant was accordingly issued an initial delinquent notice
on August 12, 2022.
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, such as non-residency, in which the tax may not be due.
The
complainant supplied documentation evidencing that she resided in Bristol
Township for the 2018 tax year. Please know that Bristol Township is also
contained in the Bucks County Tax Collection District. That is, the complainant
was responsible for remitting Bristol Township local earned income taxes for
the tax year at issue. Per my review of the complainant’s account, she did not
file a tax return with Keystone for the tax year at issue.
However, please know that Bristol Township assesses
an earned income tax at the rate of 0.5%, while Bensalem Township assesses an
earned income tax at the rate of 1.0%. Accordingly, the complainant is due a
refund of half of her payment. The refund will be issued directly to the
complainant.
I appreciate the opportunity provided by the BBB to
resolve the concerns of taxpayers and improve our processes.
Thank you
for your attention to this matter.
Very
truly yours,
KEYSTONE
COLLECTIONS GROUP
By:
Christopher
*. V******General Counsel
Customer Answer
Date: 02/22/2023
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:02/03/2023
Type:Order IssuesStatus: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 Account Number: ********, Invoice: *********
Notified of wage garnishment conducted through ADP: 01/09/2023.
Identified tax levy collection is through Keystone: 01/09/2023.
Total debt: $766.13 (including the additional collection fees added on from ADP).
Direct Payment to KEYSTONE $450.00 on 01/10/2023.
Wage garnishment through ADP $331.98 on 01/20/2023.
Identified that Keystone never sent updated balance to ADP 01/20/2023.
Multiple calls to Keystone, they are refusing to send updated balance to ADP 01/20 - 27/23.
Wage garnishment through ADP $331.99 on 02/03/2023.
Keystone not answer calls 02/03/2022.
As you can see the payments/garnishments equate to much more than the identified debt and a simple updated balance from Keystone would stop this wage garnishment. However, they are refusing to send it. How does ADP know the balance has changed from the original order is Keystone does not update them?Business Response
Date: 02/10/2023
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In her complaint, the complainant advised that her wages
were garnished for the collection of delinquent local earned income taxes. The
complainant advised that she remitted a partial payment and that Keystone has
not notified her employer’s third party payroll provider of the reduced balance.
Please know that I have thoroughly reviewed the complainant’s account.
As a preliminary matter, please be
advised that Keystone Collections Group is the duly appointed Tax Officer for
the Washington County Tax Collection District. In this capacity, Keystone is
responsible for the administration and collection of local earned income taxes.
Every taxpayer with taxable earned income and/or net profits is required to
file a local earned income tax return with their resident tax officer based upon
their resident status. 53 P.S. § 6924.502(c). Please know that the Local Tax Enabling Act (“LTEA”) authorizes
the collection of delinquent local earned income taxes by wage garnishment. 53
P.S. §§ 6924.702-703.
Pursuant
to the information exchange mandate of the LTEA, Keystone is provided with
limited earnings information by the Pennsylvania Department of Revenue (“DOR”).
Such information is compared with Keystone’s records to identify potentially
delinquent accounts. As the complainant did not file a tax return with Keystone
for the tax year at issue, and the withholdings Keystone was provided did not
satisfy the complainant’s reported tax liability, a delinquency was identified.
The complainant was issued an
initial delinquent local earned income tax on September 9, 2022. Since the
complainant did not respond to this notice, a Notice of Intent to Garnish
Wages was sent to the complainant via Certified Mail on October 28, 2022. The
complainant did not respond to this Notice, and the Wage Garnishment was sent
to her employer on December 29, 2022.
The complainant’s spouse contacted
Keystone on January 10, 2023, after the garnishment notice was sent to the
complainant’s employer. At the time, the complainant’s spouse was advised that
to stop the garnishment, she could remit payment in full. Instead, the
complainant’s spouse remitted a partial payment which did not satisfy the
account. This payment was properly applied to the complainant’s account.
Approximately
two weeks later, the complainant’s spouse contacted Keystone again and
requested Keystone send an updated notice to the complainant’s employer’s third
party payroll administrator so that less money would be withheld from the
complainant’s pay. However, at the time, funds were already garnished from the
complainant’s pay but not yet received by Keystone due to regular mail
transport delays.
It
is not Keystone’s practice to communicate with third party payroll providers
when taxpayers remit partial payments for accounts in garnishment. Rather, all
communications are made with the taxpayer’s employer, who is tasked with
accounting for all garnishment payments. In the event a taxpayer is garnished
more than their delinquent balance, Keystone refunds the overage directly to
the taxpayer.
In
this case, the complainant’s account has been satisfied via her partial payment
and a garnishment payment received from her employer. Accordingly, a Notice of Release was issued to the
complainant’s employer on February 2, 2023. Any additional funds received from
the complainant’s employer will be refunded to her directly.
I
note that the complainant was afforded ample time prior to garnishment to remit
payment in full. Nevertheless, this account has been satisfied and the 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
CounselCustomer Answer
Date: 02/22/2023
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. Despite accepting this response, KEYSTONE is telling half-truths here.
Regards,
***** ********Initial Complaint
Date:02/01/2023
Type:Billing IssuesStatus: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.
Received a notice dated 1/3/2023 which informed me that had a due date of February 2nd to respond to dispute or pay what was due or further action collection action would be taken. Made contact to dispute on 1/20/23 and on the same date provided supporting documentation for dispute through the Keystone documentation portal as instructed. Despite responding and providing supporting documentation for dispute well before the notice due date Keystone moved forward with wage garnishment that has taken effect prior to February 2nd.
Reached out to Keystone this morning and I am being told that wage garnishment cannot be undone until this is resolved. Additionally, the staff is unable to provide any timeline on when I can expect my documentation to be reviewed.
I don't understand why early action was taken prior to the due date on the notice I received, despite reaching out to dispute and providing the requested documentation.Business Response
Date: 02/03/2023
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In her complaint, the complainant advised that her wages
were garnished for the collection of delinquent local earned income taxes. Specifically,
the complainant advised that she supplied documents to Keystone prior to the
due date on her notice, but Keystone garnished her wages prior to such due date.
Please know that I have thoroughly reviewed the complainant’s account.
As a preliminary matter, please be
advised that Keystone Collections Group is the duly appointed Tax Officer for
the Bucks County Tax Collection District. In this capacity, Keystone is
responsible for the administration and collection of local earned income taxes.
Every taxpayer with taxable earned income and/or net profits is required to
file a local earned income tax return with their resident tax officer based upon
their resident status. 53 P.S. § 6924.502(c). Please know that the Local Tax Enabling Act (“LTEA”) authorizes
the collection of delinquent local earned income taxes by wage garnishment. 53
P.S. §§ 6924.702-703.
Pursuant
to the information exchange mandate of the LTEA, Keystone is provided with
limited earnings information by the Pennsylvania Department of Revenue (“DOR”).
Such information is compared with Keystone’s records to identify potentially
delinquent accounts. Further, please know that the complainant has never filed
a tax return with Keystone in accordance with her statutory requirement.
Please
be advised that this matter concerns the complainant’s two (2) separate delinquent
accounts with Keystone. The first account concerns delinquent local earned
income taxes for Warminster Township / Centennial School District for the 2015
– 2018 tax years (the “Warminster Account”.) The second account concerns
delinquent local earned income taxes for Middletown Township for the 2019 and
2020 tax years (the “Middletown Account”).
The complainant was issued delinquent
local earned income tax notices for the Warminster Account on March 8, 2018,
September 19, 2018, April 22, 2019, May 13, 2020, July 30, 2021, March 12, 2022
and January 3, 2023. The complainant contacted Keystone in response to the
January 3 Notice and submitted documentation.
The complainant was issued an
initial delinquent local earned income tax notice for the Middletown Account on
September 8, 2022. As the complainant did not respond to this notice, she was
issued a Notice of Intent to Garnish
Wages via Certified Mail on October 28, 2022. The complainant never
responded to this Notice, and a Wage Garnishment was sent to her employer on
December 29, 2022. The Wage Garnishment concerned only the Middletown Account.
As such, the garnishment on the
Middletown Account began prior to the January 3 Notice issued to the
complainant for the Warminster Account. Keystone has taken no further action on
the Warminster Account in accordance with the due date listed on the Notice.
However, in response to this
complaint, my office reviewed the documentation supplied by the complainant in
response to the January 3 Notice. This documentation evidences that no tax is
due for any of the tax years listed on the Warminster and Middletown Accounts.
Specifically, the complainant paid Philadelphia City Wage Tax and was
accordingly afforded an associated tax credit sufficient to satisfy her local
earned income tax liability.
Accordingly, both accounts have
been closed, and my office has rescinded the garnishment on the Middletown
Account.
As
of this writing, Keystone has not received any garnishment payments from the
complainant’s employer. At the time my office receives any garnishment payment,
such garnishment payment will be refunded to her.
It
is crucial that the complainant file an annual local earned income tax return
to avoid the issues outlined herein. Nevertheless, my office has cleared the
complainant’s account and 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
CounselCustomer Answer
Date: 02/03/2023
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:01/31/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received notification in the form of a bill from Keystone Collections in NOV22 demanding tax payment for my 2020 taxes (Inv. #*********). I had submitted the taxes in APR21 using the REFUND DUE label. After adjusting for my husband's underpayment, I was owed a refund of $520.00. The income amount listed on the bill does not match my 1040 or my PA taxes, so I have no idea where they found the amounts. I contacted Keystone immediately but they will not answer their phone. I got an email response three days later explaining they did not receive my 2020 tax form. I then had to send another email if they had my husband's taxes for 2020 since the demand letter was only for me. Three days later I got another email saying they hadn't received his either, eliminating a keying error. They also requested the tax form and W-2s. On 11/23/2022, I emailed the tax form and W-2 for both me and my husband along with a summary, including the fact that they owed me money, to the email address presented on their website. I heard nothing until I received another bill in DEC22 with higher penalties and interest. I sent another email requesting a status, but was ignored. I received another bill in JAN23, with even higher interest and penalties, still showing an incorrect income and tax due. I sent another email and was again ignored. They continue to refuse to answer the phone. I opened a complaint with Leanne K*****'s office on 1/23/23 for assistance and they have not gotten a response either. They suggested the BBB case. On 1/27/2023, I received a notice from my employer (********** **********) of a wage garnishment for the JAN23 amount, which is based on inaccurate income numbers. I received no notice from Keystone they had processed a garnishment. They have the tax form and the W-2s and can clearly see that they owe me money.
I want my taxes processed, my refund plus interest from 4/15/2020, the wage garnishment removed, any money they took returned, and my credit report fixed.Business Response
Date: 02/06/2023
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In her complaint, the complainant advised that her wages
were garnished for the collection of delinquent local earned income taxes for
tax year 2020. The complainant advised that she does not owe the taxes and
claimed that she is due a refund for an overpayment for tax year 2020. Please
know that I have thoroughly reviewed the complainant’s account.
As a preliminary matter, due to
inconsistencies between the complainant’s assertions and Keystone’s records, my
office will be reaching out directly to the complainant to resolve this matter.
Pennsylvania law requires every
taxpayer with taxable earned income and/or net profits to file a local earned
income tax return with their resident tax officer based upon their resident
status. 53 P.S. § 6924.502(c). Please know that the Local Tax Enabling Act (“LTEA”) authorizes the collection of
delinquent local earned income taxes by wage garnishment. 53 P.S. §§
6924.702-703.
Pursuant
to the information exchange mandate of the LTEA, Keystone is provided with
limited earnings information by the Pennsylvania Department of Revenue (“DOR”).
Such information is compared with Keystone’s records to identify potentially
delinquent accounts. There is unfortunately a delay of approximately two (2)
years associated with the DOR’s provision of this information.
Please be advised that Keystone has
no local earned income tax return on file attributable to the complainant or
her husband for the 2020 tax year. I note that a review of the complainant’s
filing history indicates that she has filed tax returns electronically using
Keystone’s e-file system for all other recent tax years, excluding 2020.
Further, a review of the electronic system indicates that the complainant’s
2020 tax return on the e-file system is “In Progress.” Accordingly, the
electronic return was never completed and submitted by the complainant.
However, the complainant advised
that she submitted her 2020 tax return to Keystone using the “REFUND DUE
label.” Such assertion implies that this tax return was remitted on paper
through the mail. As mentioned, Keystone has no record of a 2020 tax return for
the complainant or her spouse.
As such, the complainant was issued
an initial delinquent local earned income tax notice on September 16, 2022. Since
the complainant did not respond to this notice, a Notice of Intent to
Garnish Wages was sent to the complainant via Certified Mail on November 4,
2022. In response, the complainant contacted Keystone and requested an
explanation of the charges, contending that the information on the notice did
not match her adjusted gross income. In response, a Keystone representative
advised that Keystone did not receive a 2020 tax return from the complainant
and requested she provide copies of W-2s. The complainant did not supply any
documentation, and on November 23, 2022, she contacted Keystone again seeking
further information. Again, Keystone requested income documentation. No
documentation was supplied.
As such, on December 29, 2022, the Notice
of Wage Garnishment was sent to the complainant’s employer. On January 12,
2023, the complainant’s employer on file was updated, and the complainant was
issued an additional notice updating the employer.
Please be aware that the LTEA
requires penalty and interest to accrue monthly on unpaid accounts. Further,
Keystone is authorized to recover its costs of collection pursuant to Act 192
of 2004, as ratified by the taxing authorities.
As
of this writing, Keystone has not received any garnishment payments from the
complainant’s employer. An attorney from my office will contact the
complainant, via email, to discuss this matter. Should the complainant supply
documentation evidencing that local earned income tax has been withheld, her
garnishment payments will be refunded to her. Should any overpayment be
discovered, the complainant will be issued a refund.
I
appreciate the opportunity provided by the BBB to resolve the concerns of
taxpayers and improve our processes.
Thank
you for your attention to this matter.
Very
truly yours,
KEYSTONE
COLLECTIONS GROUP
By:
Christopher
*. V******
General
CounselCustomer Answer
Date: 02/09/2023
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.
We did not receive the September notice as stipulated by Keystone. Our first notice was in NOV2022 as a bill. The stated income and tax due did not match either our federal or state tax returns so I am still unclear as to where the numbers came from. Additionally, Keystone made no effort to determine what taxes had been submitted by either of our employers on our behalf. They just assumed nothing had been paid and based all fines and penalties on zero payments. Their online application only allows the upload of documents for tax years 2021 and 2022 with no option to upload without attachment to an inaccurate tax year. I emailed the information for the 2020 tax year requested by the agency in NOV2022. They did not provide any notification that they would not accept the emailed items. No further action was taken by Keystone except to send me a bigger bill in DEC2022 and an even bigger bill in JAN2023. I tried calling several times, but their phones are never answered. I emailed twice and again got no response. They garnished my wages in JAN2023 with no direct notification to me. They only way I was aware of it was my employer sent me a notification.Feeling like I had no other options, I contacted State Representative Leanne K*****'s office for help. They used the standard communication method available to all tax payers, namely email, because they also could not get anyone to answer the phone. To date, her office has not gotten a response from Keystone. In fact, Keystone can find no record of her office contacting them which clearly indicates a significant issue with their communication process.
I was contacted by email by Keystone's legal counsel on 2/8/2023. He gave me the same instructions regarding uploading the documents. I provided a screenshot to him about the website configuration not allowing the upload of 2020 documents. I requested his physical address since Keystone has multiple addresses on ther website so I can send him paper copies. On 2/9/2023, I discovered they have two different websites. One for filing and one for paying. None of this is intuitive. He provided the address and also directed me to the pay website. Because he closed the account to remove the wage garnishment, I cannot upload the documents.
I will forward the dcuments via certified letter as committed to Keystone.
Please leave the case open until this is resolved and I am sure the wage garnishment is resolved and I have no negative impacts on my credit report.
Regards,
******** ********Business Response
Date: 03/10/2023
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. The complainant requested this case be left open until
resolution.
As
outlined in my office’s previous response, an attorney from my office contacted
the complainant and advised of the necessary documentation required for a
refund to be issued. In response, the complainant mailed such documentation to
Keystone. My office approved her refund and it will be issued shortly.
Furthermore, the complainant was also issued two additional refunds for
garnishment payments received by my office.
I
note that based upon a review of communications between the complainant and a
Keystone taxpayer services representative, the complainant was provided with a
correct invoice number and explicitly directed to upload her documentation to
Keystone’s Pay site (Pay.KeystoneCollects.com) not Keystone’s e-file system. Nevertheless, the
complainant is correct that her invoice number has been closed.
Finally,
please know that Keystone does not report this information to any third party,
including credit reporting agencies.
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: 03/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I discovered a second wage garnishment that I was not informed had taken place (just like the first). This one was not removed by Keystone when they cancelled the first one, so I have had four paychecks garnished to a total of $1664.10. Keystone was aware that the garnishment was active because they sent a portion of the garnishment back on 2/20/23 and 3/8/2023, but did not cancel the garnishment because I had additional amounts taken out on 2/28 and 3/15. I have informed the Keystone lawyer of the problem. They have since given me a refund for the 2020 tax year, again proving that the garnishment was not only unnecessary, but excessive.
This matter is still open and unresolved.
Regards,
******** ********Business Response
Date: 04/24/2023
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. The complainant rejected my office’s response as “she
discovered a second wage garnishment” which was not resolved in response to her
originally filed complaint.
On March 21, 2023,
the complainant emailed the assisting attorney with her concerns regarding (1)
a second garnishment and (2) her contention that she should be due interest on
the refund checks. The same day, the attorney responded to the complainant, who
appeared satisfied with the resolution.Both wage garnishments were released
on the same day. However, as of March 21, one of the complainant’s employers
did not yet release the garnishment. The assisting attorney emailed the
complainant electronic copies of both garnishment releases so that the
complainant could present her employer directly with the release notice. As
explained, any payments received from these garnishments have been refunded
directly to the complainant.The complainant is due no statutory
interest on the overpayment as no tax return was ever filed with Keystone. Upon
my office’s receipt of the complainant’s return, her documents were promptly
reviewed and adjusted, and she received the proper refund.Under Pennsylvania law, taxpayer
overpayments accrue interest if a refund is not issued within seventy-five (75)
days after the last date prescribed for filing the report of the tax liability
or within 75 days after the date the return or report of the liability is
filed, whichever is later. 53 Pa. C.S.A. §8426(c). Additionally, interest
will accrue until the “date of resolution”, defined as “a date preceding the
date of the local taxing authority’s refund check by not more than 30 days”.
The end result is a one hundred and five (105) day interest free period. The
interest rate on overpayments for local taxes follows the rate established by the
Secretary of the Treasury. Currently said rate is 7% per year. However, the
complainant’s refunds were issued well within 105 days of my office’s receipt
of her tax return.
It
appears that my office has done all it can to resolve the complainant’s
concerns. I recognize the complainant’s frustrations and encourage her to
ensure all future tax returns are properly filed with Keystone and to be
mindful of any delinquent notices she receives.
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 find that this resolution is satisfactory to me.
I want to make note that Keystone garnished two of my employers, providing notification for neither action. Once Keystone agreed that the amount submitted by employer as withholdings had not only been sufficient for the tax year 2020 and they owed me a refund in excess of seven-hundred dollars, they finally cancelled the garnishment. It however then took another eight weeks and a submission by me of the cancellation notice to get the garnishment stopped by my employer because Keystone never sent my employer notice. I then had to spend weeks getting may wages back from Keystone. They paid no interest for holding my money in excess of two years because they were within the 105 days of our last communication. I have been on constant contact with my State Reresentative over this matter and they have taken it under asvisment to modify current state laws since they are aware of several instances by Keystone of their poor business practices. ~
Initial Complaint
Date:01/31/2023
Type:Billing IssuesStatus: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 indicated to my employer that I have Delinquent Earned Income Tax due to ***** ******* and threatened to garnish wages. Since then, I have spoken with our elected tax collector and have submitted documentation, including W-2 for the year they indicated 2019, and have not had a response other than a confirmation of my information being processed. Now, 2 weeks since I submitted documentation of taxes taken out from my employer in 2019, as indicated by my W-2, since I have not heard back from Keystone Collections, my employer has begun to garnish wages to pay for the "delinquent" tax. It was indicated to me that I can not pay taxes twice, in which this is now becoming as my wages are being garnished. I would like a formal indication that I do not owe proposed "delinquent" taxes so as my employer can stop garnishing my wages, and also request a refund for the monies garnished as a result of this.
An immediate prompt response is appreciated as I have not had a response thus far, leading to the garnishing of wages.Business Response
Date: 02/13/2023
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In her complaint, the complainant advised that her wages
were garnished by Keystone for the collection of delinquent local earned income
taxes. The complainant further stated that she provided documentation to
Keystone evidencing that the tax was previously withheld from her pay. Please
know that I have thoroughly reviewed the complainant’s account.
As a preliminary
matter, 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). The LTEA
authorizes the collection of delinquent local earned income taxes by wage
garnishment. 53 P.S. §§ 6924.702-703.
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, Keystone issued the
complainant an initial delinquent notice on November 10, 2021. The complainant
did not respond to this notice. A follow-up notice was issued to the
complainant on May 10, 2022 and a Certified Notice
of Intent to Garnish Wages was issued to the complainant on September 27,
2022. Keystone received no response to these notices.
As such, on November 8, 2022, the Notice of Wage Garnishment was sent to
the complainant’s employer. On January 5, 2023, the complainant’s employer was
updated. In response to the Employer
Update Notice, the complainant uploaded her 2019 W-2 to Keystone’s online
documentation portal.
Upon review of the complainant’s
W-2, my office determined that not all income and local earned income tax was
accounted for, and advised the complainant the same via email on February 1,
2023. Further, on February 7, 2023, my office issued the complainant a notice
seeking further documentation evidencing the unaccounted for income and tax. Currently,
the complainant’s account remains unresolved.
As you can see, 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).
Accordingly, the
complainant should comply with the further documentation request. Upon receipt
and review of the requested documents, the complainant’s account will be
updated or closed accordingly. Further, it should be noted that while this
matter concerns the 2019 tax year, the same issues remain outstanding for the
2018 tax year. The complainant should supply documents for the 2018 tax year if
she believes tax is not owed.
I note that the
proper filing of a tax return in accordance with the LTEA would avoid similar
situations.
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
CounselInitial Complaint
Date:01/25/2023
Type:Order IssuesStatus: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 is now the 6th time I’ve been harassed by the Keystone collection agency for back earned income tax for a municipality. The previous 5 times were for Bensalem township for random years. I’ve sent them a w2 every time to show I’ve already paid the earned income tax for Philly. Now they’re trying to collect wage taxes back to 2014 for Middletown township. The letter says they previously contacted me regarding these taxes but THEY NEVER DID. I work in the city and already pay the Philly earned income tax…I’ve had the same employer since 2011. Each time they contact me I have to go digging through a bunch of old boxes for my old tax returns to send to them to show them I’ve already paid my taxes in the city. This is harassment plain and simpl**Business Response
Date: 01/27/2023
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In his complaint, the complainant advised that Keystone
contacted him six (6) times for delinquent local *arned income taxes. The
complainant disputed the matter, and contended that he paid tax to the City of
Philadelphia. Please know that I have thoroughly reviewed the complainant’s
account.
Please know that the complainant
was contacted for numerous tax years because he did not file a tax return with
Keystone in accordance with his statutory obligation. 53 P.S. § 6924.502(c). It
is important to note that local *arned 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.
In
the complainant’s case, he was initially contacted for the 2014 tax year on
March 7, 2017. This complaint stems from his receipt of a follow-up notice,
issued on January 17, 2023.
Understanding
that the information on delinquent notices 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 the remittance of
Philadelphia City Wage Tax. However, it is important to note that Tax Officers
such as Keystone cannot know of the availability of tax credits without the
filing of a tax return.
The
complainant is required to file an annual tax return with Keystone and claim
any available tax withholdings or credits. The complainant is welcome to supply
Keystone with documentation in support of his dispute, which Keystone will
review and adjust his account accordingly.
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
CounselCustomer Answer
Date: 01/31/2023
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 was never notified in 2017. Like the previous 6 inquiries I would have submitted returns. It took 6 years to do a follow up? Can Keystone please show me or the BBB proof they sent me an initial notice in 2017? Only seems fair since they’re asking for tax returns from 9 years ago. I file federal/state/local taxes yearly. Either way I do not wish to pursue this matter any further. Thank you BBB for your assistance and prompt respons**
Regards,
******* **********Initial Complaint
Date:01/25/2023
Type:Billing IssuesStatus: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.
On January 25, 2023 I received a mail letter from an entity named "Keystone Collections group" with the description as a 'delinquent earned income tax notice'. I called the number listed on the entity letter to discuss the matter. After discussing with the Keystone group representative she suggested I upload a W-2 form with the tax information for the tax year.
After reviewing my W-2 for the tax year I noticed I had paid the local tax already. However I will not be uploading my W-2 as entity "Keystone Collections group" has shown no credibility and seems the entity is attempting to steal my personal information present on my W-2 form.
I am disappointed my personal information has been somehow obtained by this company. I hope my personal information was obtained by "Keystone Collections group" via legal avenues.Business Response
Date: 01/30/2023
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In his complaint, the complainant advised that he received
a delinquent local earned income tax notice from Keystone. The complainant
stated that upon reviewing his documents, he previously paid the tax, but he
would not provide Keystone with a copy of his W-2 because he believes Keystone
is “attempting to steal [his] personal information.” Please know that I have
thoroughly reviewed the complainant’s account.
As a preliminary
matter, Keystone serves as the duly authorized Act 32 Tax Officer for the Washington
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 did
not file a tax return with Keystone for the tax year at issue. However, the
complainant has electronically filed a tax return with Keystone for a
subsequent tax year.
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, Keystone
issued the complainant an initial delinquent notice on February 10, 2020. The
complainant did not respond to this notice. A follow-up notice was issued to
the complainant on January 17, 2023. In response, the complainant contacted
Keystone and spoke with a representative who advised him to upload a copy of his
W-2. In response, the complainant advised that he never heard of this and
wanted to “do some research to make sure [Keystone] is not a scam. 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).Further, Keystone
is not conducting a “scam”; nor is it attempting to steal privileged
information. Rather, Keystone is a duly authorized Act 32 Tax Officer regulated
by the Pennsylvania Department of Community and Economic Development. As an Act 32 Tax Officer, Keystone is required
to adhere to the strict confidentiality provisions of the LTEA. 53 P.S. §
6924.514.If the
complainant’s local earned income taxes were withheld for the tax year at
issue, he must supply Keystone with a copy of his W-2 evidencing the same. Upon
review, the complainant’s account will be updated or closed accordingly. I note
that the proper filing of a tax return in accordance with the LTEA would avoid
similar situations.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 CounselInitial Complaint
Date:01/24/2023
Type:Billing IssuesStatus: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 going back and forth with keystone on a tax bill from 2019, that I received paperwork on before the holidays. December notice came after the due date, accruing more late charges that are beyond my control. I’ve had my accountant and a second go over the return and both said keystones math doesn’t add up. My accountant along with my wife have sent faxes with all documentation and copies of cashed checks and still can not get an explanation on how/why I owe what they claim. I’ve talke to state reps office and have sent all those corespondents that include pa department of revenue and still no one can explain how/why I supposedly owe what they claim. Last fax with documents from my accountant was beginning of January with no response. Today I find out from employer my wages are being garnished, still with no explanation on how they came up with there math. How is it fair to have wages garnished after multiple attempts to see there math and if correct settle the bill? I have two different accountants saying there math is incorrect and is why i want to see there work and all they say is there tax officer said there math is right, if that’s the case then why not just show me?Business Response
Date: 02/06/2023
****************Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In his complaint, the complainant advised that he received
a delinquent local earned income tax notice from Keystone. The complainant
stated that he disagrees with the balance listed on his notice and advised that
Keystone would not provide him with its calculations. Please know that I have thoroughly reviewed
the complainant’s account.
As a preliminary
matter, Keystone serves as the duly authorized Act 32 Tax Officer for the Chester
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 did
not file a tax return with Keystone for the tax year at issue.
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, Keystone
issued the complainant an initial delinquent notice on October 7, 2021. In
response, the complainant supplied copies of W-2s. However, the documentation
the complainant supplied was not legible; accordingly, my office requested he
resubmit legible copies of his W-2s. No further documentation was supplied.
As such on September 27, 2022, my
office sent the complainant and his wife a Notice
of Intent to Garnish Wages via Certified Mail. In response, through several
conversations with the complainant’s spouse, it was determined that the income
discrepancy represented the complainant’s unreimbursed employee (“UE”) business
expenses. That is, the DOR disallowed the complainant’s UE deduction from his
compensation. My office advised the complainant’s spouse of the same.
In response, my office contacted the
DOR regarding this matter, and was advised that the complainant “never provided
the documentation the DOR requested” substantiating his UE expenses.
Ultimately, the complainant’s UE expenses were allowed, but the complainant
advised he was only willing to pay the outstanding face tax on his account.
Presumably the
complainant’s dispute with Keystone’s calculations relates to the accrued
penalty, interest and statutory costs of collection. I note that the
complainant was advised that the outstanding balance on his account constituted
unpaid face, plus penalty, interest and collection costs.
The penalty and interest assessed on
his account accrue monthly per 53 P.S. § 6924.509(i). Keystone is further
authorized to recover its cost of collection pursuant to Act 192 of 2004, as
ratified by the Chester County Tax Collection Committee. These costs are
calculated at 10% of outstanding face tax, penalty and interest. Further, the
penalty, interest and collection costs are clearly delineated on all taxpayer
account statements.
Nevertheless, the complainant
remitted payment in full after the filing of this complaint. My office
therefore considers this matter resolved.
I
appreciate the opportunity provided by the BBB to resolve the concerns of
taxpayers and improve our processes.
Thank
you for your attention to this matter.
Very
truly yours,
KEYSTONE
COLLECTIONS GROUP
By:
Christopher *. V******General Counsel
Customer Answer
Date: 02/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
******* ******** **i find it suspicious that a few days ago I received a new tax bill of 295 and some change, down over 1,000 from the bill the drive me to make this complaint. I also have the documents dated 9/1/2020 from my employer that was requested. There is also an email I have with my state rep and dor. This was all gone over with keystone and also faxed to them with all paperwork proving there math incorrect. The answer every time was our “tax officer” reviewed the request for waiver and declined. What is failed to be realized by keystone is there incorrect math is was caused the late fees and penalties. Also during this process it I was informed I wasn’t credited my 2019 tax return to keystone like I was told, and still have not received my tax return. So not only am I out my tax return from 2019 I’m also out another 1000+ in paying unjust late fees penalties and expenses from proving my innocence, meanwhile keystone never once acknowledged there mistakes, they proved it was there mistake by sending me a new bill of 295 and some change. With no explanation on why or what made the balance decrease.seems to me that they got caught in some fraudulent business practices, thinking sending me a new bill asap would save face.I have all documents available and willing to share, but have been advised it would be in my best interest moving forward to see if I could provide these without keystone collections having access to them, would this be possible? I’m attaching the forms for for they stated I never sent since this is documentation they referenced me not sending, and has limited ties to my issue with keystone and there business practices.
Business Response
Date: 02/20/2023
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In rejecting my office’s previous response, the
complainant advised that he received a new bill with a reduced balance.
As explained in my
office’s previous response “ultimately, the complainant’s UE expenses were
allowed, but the complainant advised he was only willing to pay the outstanding
face tax on his account.” The accepting of the complainant’s UE expenses
represents the reduced bill. Per my review of the complainant’s account, these
account adjustments were discussed with the complainant’s spouse.
It is important to
note that the complainant did not file a tax return for the tax year at issue.
Moreover, Keystone never committed any mathematical error. In fact, the
complainant failed to supply a copy of his Schedule UE to the Department of
Revenue. As a result, the Department’s figures as provided to Keystone did not
reflect the complainant’s UE expense deduction.
Nevertheless, the complainant
remitted payment in full after the filing of this complaint. My office therefore
considers this matter resolved.
I
appreciate the opportunity provided by the BBB to resolve the concerns of
taxpayers and improve our processes.
Thank
you for your attention to this matter.
Very
truly yours,
KEYSTONE
COLLECTIONS GROUP
By:
Christopher
*. V******Customer Answer
Date: 02/22/2023
Better Business Bureau:now they received payment and garnished wages. And to say I didn’t file taxes in A complete lie! Your stealing money hardworking people and hide behind slow services lies and half truths. So I’m assuming the money you owe me since garnishing my wages will be returned with interest penalties and fines? Also the 2019 taxe return that I’m still owed will have interest? This company is pathetic and know damn well that they got there money. Then they took more and got caught and then took even more. Funny how fast you take money why does it take so long for you to return what isn’t yours?
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
******* ******** **Customer Answer
Date: 03/06/2023
Complaint# ********
You closed my complaint and my feelings are you took keystones side. No problem but I would like you to see what I received today, a refund check of exactly the amount that was garnished. What would cause a collections a fence to send someone a check? Because that person actually didn’t owe them money! Crazy that since my complaint was filed with the bbb my delinquency went from me owing over $1200 to me getting a check for almost $300 from them! Think that proves my point! Attached you will find images.
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