Complaints

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

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  Keystone Collections Group

  546 Wendel Road Irwin, PA 15642

• 

  Keystone Collections Group

  4140 Sardis Road Murrysville, PA 15668

• 

  Keystone Collections Group

  260 Aster St Pittsburgh, PA 15235-2059

• 

  Keystone Collections Group

  3606 Route 378 Ste A Bethlehem, PA 18015-5351

• 

  Keystone Collections Group

  400 S 8th St Lebanon, PA 17042-6794

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

• Initial Complaint

  Date:11/17/2022

  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.

  Hello, I am writing to complain about Keystone & file an official complaint. I have been in contact with them, sending them the documents requested. Instead of notifying me that it wasn't the correct paperwork they just garnished $150 out of my check. The total amount due was $212.00. I paid $20 initially when I first got the notice out of good faith, just asking for more information since it didn't even make sense that I owed. I then contacted my tax preparer who informed me that I didn't owe, but he said he didn't have the copy of the W2 they are looking for. I am currently going through all of my paperwork to find it. In the meantime, I paid the total "debt" so my paycheck wouldn't be affected again. My huge concern is that I need my entire the paycheck that I will receive on 11/30. Keystone said there's no way in knowing how long my payments will take to process. They say it's my employer's job not to take anymore out and to count the debt owed.

  Business Response

  Date: 11/28/2022

  Dear Ms. *****:
  
              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 payment in full but further disputes that
  tax is due based upon a discussion with her tax preparer. 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. 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 October 27, 2021. 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 August 9, 2022. In
  response, the complainant contacted Keystone and requested a payment plan;
  however, the terms offered by the complainant were not satisfactory at this
  stage.
  
  Further, the complainant supplied
  documentation evidencing only a portion of her state reported earnings.
  Keystone submitted several further document requests to the complainant, and
  has yet to receive W-2(s) or Form(s) 1099 accounting for all of her income and
  any associated local earned income tax withholdings. Ultimately, the wage
  garnishment notice was sent to the complainant’s employer on November 1, 2022.
  
              I
  note that the garnishment notice directs the employer to garnish “not more than
  10% of the employee’s gross earnings per pay period.” Keystone is legally
  prohibited from garnishing more that ten (10%) percent of a taxpayer’s wages.
  53 P.S. § 6924.702.
  
              Moreover,
  Keystone has not received any garnishment payments from the complainant’s
  employer on her behalf. At the time any garnishment payments are received, they
  will be properly applied to the complainant’s account, and any payments
  received in excess of the complainant’s balance will be refunded to her. Further,
  should the complainant supply documentation evidencing that local earned income
  tax has been withheld, her garnishment payments will be refunded to her.
  
              I
  appreciate the opportunity provided by the BBB to resolve the concerns of
  taxpayers and improve our processes.  
  
              Thank
  you for your attention to this matter.  
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
  
                                                                          By:  
                                                                                      Christopher
  E. V******
                                                                                      Associate
  General Counsel

• Initial Complaint

  Date:11/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This collections company is trying to say I owe earned income tax to the Media, PA borough for the dates of 2016 to 2020. I worked in Philadelphia and paid city wage taxes so this is not correct, they also have the company listed as a company I only started working for AFTER I moved from Media, PA. They are trying to garnish my wages now. No one from this company or the media borough will help me in resolving this matter.

  Business Response

  Date: 11/17/2022

  Dear Ms. *****:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised Keystone has
  initiated steps to garnish her wages to collect delinquent local earned income
  tax. Further, the complainant contended that she worked in Philadelphia and
  paid City Wage Tax and therefore disputes imposition of the tax.
  
              As
  a preliminary matter, the Local Tax Enabling Act (“LTEA”) requires all
  taxpayers making earned income and/or net profits to file a local earned income
  tax return with their resident tax officer. 53 P.S. § 6924.502 (c). Per my
  review, the complainant has never filed a tax return with Keystone. Importantly,
  taxpayers claiming credits for taxes paid to another state or to the City of
  Philadelphia must claim such credits on their tax return. Without filing a tax
  return, Keystone would have no knowledge of any available credits.
  
  Using limited earnings information
  supplied by the Pennsylvania Department of Revenue (“DOR”), this delinquency
  was identified.  See 53 P.S. § 6924.509(g). As such, the complainant was issued
  numerous initial and follow-up delinquent tax notices. Said notices were issued
  to the complainant on June 1, 2020, May 9, 2022, May 20, 2022, August 2, 2022
  and September 16, 2022. The complainant never responded to a delinquent tax
  notice from Keystone.
  
              The
  LTEA permits the collection of delinquent local earned income taxes by wage garnishment.
  53 P.S. §§ 6924.702-703. As such, the complainant was issued a Notice of Intent to Garnish Wages via
  Certified Mail on November 8, 2022. This Notice affords the complainant time to
  satisfy her account before her employer is directed to garnish her wages. I
  note that the complainant has never contacted Keystone; rather, she has filed
  this complaint.
  
              The
  complainant notes that Keystone lists her current employer on the Notice of
  Intent to Garnish Wages, which is an employer she with which she began
  employment after leaving the taxing jurisdiction. The LTEA clearly affords
  Keystone with the right to garnish the complainant’s wages. As such, her
  current employer is the appropriate entity in which to garnish her wages.
  
              Finally,
  on all of the delinquent notices sent to the complainant, she was advised to
  send documentation to Keystone in the event that she disputes the tax. One such
  situation clearly identified concerns taxpayers who work in the City of
  Philadelphia who are entitled to a tax credit for City Wage Tax withheld from
  their pay. As mentioned, it is the taxpayer’s responsibility to file a tax
  return and claim all credits. Nevertheless, the complainant should supply my
  office with W-2s for all impacted tax years evidencing payment of Philadelphia
  City Wage Tax. Upon receipt of such documentation, my office will review and
  adjust the complainant’s 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
  E. V******
                                                                                      Associate
  General Counsel

• Initial Complaint

  Date:11/13/2022

  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.

  Keystone collection grp falsely billed me for 2020 earned income taxes. I did NOT move to *******, pa until Jan 2022! Attemptiing to rectify this mis-billing quickly I called Keystone who said they can't reverse invoice without documentation. On 09/29/2022 I certified mailed copies of:
  * 2020 earned income taxes paid to ********** for *********** schl district.
  * Driver license address change dated 03/15/2022
  * copy of my parent home closing disclosure proving I could not have lived at 507 North 4th street sunbury prior to Jan 2022.
  
  As of 11/13/2022 this bill is still outstanding. I see this is standard protocol after reading other complaints on BBB website regarding billings without resolution. Tax payers shouldn't have to pay for Keystone collections group incompetence.

  Business Response

  Date: 11/17/2022

  
  **** *** ******
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In his complaint, the complainant advised that he was
  issued a delinquent local earned income tax (“EIT”) notice seeking taxes for an
  area in which he did not reside. Further, the complainant claimed that he
  submitted documentation to Keystone but the matter remains unresolved.
  
              Please
  know that I have thoroughly reviewed the complainant’s account. Pursuant to the
  information exchange mandate of the Local Tax Enabling Act (“LTEA”),
  Keystone is supplied with limited earnings information from the Pennsylvania
  Department of Revenue (“DOR”) used to identify unpaid or underpaid accounts.
  See 53 P.S. § 6924.509(g). There is unfortunately an unavoidable delay in the
  provision of this limited earnings information. Based on a comparison between
  this information and Keystone’s records, this discrepancy was identified. Specifically,
  the DOR information evidenced that the complainant filed his PA 40 Personal
  Income Tax Return as a resident of the City of ******* * ********** School
  District for 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 examples of
  situations in which the tax may not be due. Through the LTEA, Tax Officers such
  as Keystone are vested with the right to request documentation to verify the
  accuracy of a tax return, or if no tax return was filed, to ascertain the
  amount of tax due. See 53 P.S. § 6924.509(f).
  
              Per
  my review of the complainant’s account, he was issued an initial delinquent
  notice on September 9, 2022. In response, the complainant submitted
  documentation evidencing his residency outside of the taxing jurisdiction.
  Accordingly, the complainant’s account has been closed and this matter
  resolved.
  
              Finally,
  the complainant contended that based upon a review of the BBB’s website, this
  is “standard protocol.” As mentioned, Keystone relies on earnings information
  from the DOR; in this case, the information evidenced the complainant’s
  incorrect residence. However, as with all areas for which Keystone collects,
  taxpayers who dispute delinquent notices may supply Keystone with documentation
  in support of their dispute. Keystone does not wish to collect tax for which
  its clients are not owed.
  
  I appreciate the opportunity provided by the BBB to
  resolve the concerns of taxpayers and improve our processes.
  
  Thank you
  for your attention to this matter.
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
                                                                          By:
                                                                                      Christopher
  E. V******
                                                                                      Associate
  General Counsel

  Customer Answer

  Date: 11/18/2022

  ****** ******** *******
  
  
  
  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:11/03/2022

  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.

  My issue is with the Keystone Collections Group. I have been paying my property taxes with a cashier's check from my bank. I sent 2 payments on March 7th $361.10 which was cashed March 14 the other was for 167.33 cashed March 29th. A payment on July 11 $596.00 cashed on July 21. I sent a check on September 7 $297.93 which they cashed and sent back to my bank, the Bank teller informed that they did this nobody from Keystone ever called and said there was a problem. I sent another check October 3 $298.00 which they cashed and also sent back to the bank. The informed them that they have nothing to do with my property tax and they should send the refund to me. I called keystone got a very nasty individual who informed they are just tax collectors and it's not their job to call taxpayers to pay their taxes. I was livid. I called back talked with a Jessica and she stated that I needed to pay $2,383.47 by November 15 or I would get a penalty, she also stated the check I sent on September 7 and October 3 will be sent back to me. I called back spoke with Cynthia who informed me the checks was mailed October 27. I have not received any check as of yet. I am a disabled veteran with honorable discharge from the United Staes Army I received a disability check on the first of each month, I'm not working I go to school. I got my disability check on November and went to the Penn Hills office keystone has and gave them a check for the $2,383.47 that was all the money that was in my account. I called and spoke with Elle who told me that the checks mailed out on the 27 its the Nov3 and I have not gotten nothing, I explained to her and broke down crying because I gave them my mortgage and those return check I need it to pay my mortgage which is due on Nov 6. I explained that I need the money today or tomorrow to pay it on Monday. I asked for a supervisor who was nasty to me stated that the check was not sent out and there is nothing she can do till they get the return checks from bank.

  Business Response

  Date: 11/11/2022

  **** *** *****
  
  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. 
  
  Please
  know that I have thoroughly reviewed this taxpayer’s real estate account with
  Keystone.  It appears that some confusion
  stems from the three separate taxing bodies which levy real estate taxes on this
  taxpayer’s property.  For example, the
  first payment referenced of $361.10 appears to be the County real estate tax
  liability which is not collected by Keystone. 
  
  Keystone
  does collect for both the Municipality of Penn Hills and Penn Hills School
  District.  The payment of $596.00 that
  the taxpayer remitted in July was applied to her Municipality real estate taxes
  and resolved that liability in full. 
  
  The
  current issue pertains to the Penn Hills School District real estate
  installment program.  In order to be
  eligible for the installment plan program, the taxpayer must timely remit the
  first two installments.  The first
  installment in the amount of $297.93 was due on 8/15/2022.  If the taxpayer fails to make the first
  installment, they still have one additional opportunity to elect the
  installment program if they remit the first installment amount with a 10%
  penalty and second installment amount (which in this case would total $625.65)
  by 9/15/2022.  Unfortunately, Keystone
  was required to reject the payment of $297.93 received in September, as the
  amount due at that time would have been $625.65.  Similarly, the installment payment remitted
  in October had to be rejected as the first two installment payments were
  missed.
  
  As the
  payments appeared to have been remitted by a bank, the payment was returned to
  the taxpayer’s bank. By the time Keystone was alerted to the fact that payment
  should be returned to the taxpayer, instead of her bank, the refund checks were
  already issued to the bank.  Once
  returned, refunds were immediately prepared to the taxpayer. We apologize for
  this delay.
  
  I hope
  that this explanation clarifies the installment program further to reduce any
  confusion in the future.  As the Keystone
  properly rejected the taxpayer’s payment, and has returned all funds to the
  taxpayer, my office considers this matter resolved.  Thank you for your attention to this matter.
  
                                                              Very
  truly yours,
  
                                                              KEYSTONE
  COLLECTIONS GROUP
  
  
                                                              By:
                                                                          Christopher
  E. V******
                                                                          Associate
  General Counsel

• Initial Complaint

  Date:10/27/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill for ******** township taxes from 2018 and my wages were garnished to pay them and the debt was satisfied on October 18,2022 now today I get a notice saying that keystone collection will garnish my wages AGAIN for the same taxes. Is this a scam or double billing?. I don't appreciate it.

  Business Response

  Date: 11/10/2022

  **** *** ******
  
              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 claimed that “the debt was satisfied on October 18, 2022”; yet she
  has received another notice regarding the garnishment. The complainant accordingly
  questioned whether “this is a scam or double billing.” 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 Northampton 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 June 1, 2021 and a follow-up
  notice on May 24, 2022. Since the complainant did not respond to neither
  notice, a Notice of Intent to Garnish Wages was sent to the complainant
  via Certified Mail on August 10, 2022. The complainant did not respond to this
  notice, and the wage garnishment was sent to her employer on September 20,
  2022.
  
  On October 25, 2022, a second wage
  garnishment notice was sent to the complainant’s employer. This notice was sent
  because Keystone’s payroll withholding records reflect that the complainant
  reports to multiple workplace locations for the same employer. This second
  garnishment notice is not a new and separate garnishment; rather, it is an
  update to the employer location. The complainant was notified of this update
  concurrently with the mailing of the updated garnishment notice.
  
              I
  recognize that this notice has caused confusion because the employer on the
  notice is the same as the original garnishment notice. However, please know
  that Keystone is not “scamming or double dipping.” Rather, Keystone has
  attempted to properly garnish the complainant’s wages for a delinquent tax, in
  full compliance with the law.
  
              I
  note that the garnishment notice directs the employer to garnish “not more than
  10% of the employee’s gross earnings per pay period.” Keystone is legally
  prohibited from garnishing more that ten (10%) percent of a taxpayer’s wages.
  53 P.S. § 6924.702.
  
              Moreover,
  Keystone has not received any garnishment payments from the complainant’s
  employer on her behalf. As such, my office rejects the complainant’s assertion
  that this matter “was satisfied on October 18, 2022.” At the time any
  garnishment payments are received, they will be properly applied to the
  complainant’s account, and any payments received in excess of the complainant’s
  balance will be refunded to her.
  
              I
  appreciate the opportunity provided by the BBB to resolve the concerns of
  taxpayers and improve our processes.  
  
              Thank
  you for your attention to this matter.  
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
  
                                                                          By:  
                                                                                      Christopher
  E. V******
                                                                                      Associate
  General Counsel

  Customer Answer

  Date: 11/11/2022

  ****** ******** *******
  
  
  
  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:10/24/2022

  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.

  PAID MY 2022/2023 real estate Taxes before the 11/15/2022 deadline and was still charged a penalty
  INVOICE *** *** ***.

  Business Response

  Date: 11/07/2022

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

  Thank you for the opportunity to address the complainant's concerns.  Please know that I have reviewed his account thoroughly.  

  The taxpayer originally elected to make installment payments
  of his real estate taxes.  As he was late in remitting the installment
  payment, a ten percent penalty applied in accordance with the School District’s
  real estate tax installment ordinance.  As he has now opted to pay the
  liability in full prior to the end of the face period, he will receive a refund
  of the penalty.

  Accordingly, my office considers this matter resolved.  Thank you for your attention to this matter.

                  Very truly yours,

            Keystone Collections Group

   

                  By: Christopher E. V******

                  Associate General Counsel

• Initial Complaint

  Date:10/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill stating it was a delinquent wage tax summary. I paid the sum believing I was being billed by the government. I resided in Dallas, PA in 2020 when taxes were filed. This bill is for a resident of DuBois, PA in the year 2020. The collections agency has the right to make changes to my credit report and garnish my wages however they don't even have the ability to see which county I held residence when? I don't feel I should be required to provide them documentation to prove I don't owe them money, They need to explain to me that I do owe them an amount.

  Business Response

  Date: 10/24/2022

  **** *** ******
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that she
  received a delinquent local earned income tax notice from Keystone. The
  complainant advised that she did not reside within the taxing jurisdiction in
  the 2020 tax year.  Please know that I
  have thoroughly reviewed the complainant’s account.  
  
              As
  a preliminary matter, Keystone serves as the duly appointed Tax Officer for 19 tax
  collection districts across the Commonwealth, including the Clearfield County Tax
  Collection District. In this capacity, Keystone is responsible for the
  administration and collection of local earned income taxes from all communities
  within the Tax Collection District that levy the tax.
  
  The Local Tax Enabling Act (“LTEA”)
  requires all taxpayers making earned income and/or net profits to file a local
  earned income tax return with their resident tax officer. 53 P.S. § 6924.502 (c).
  It is the duty of the tax officer “[t]o collect, reconcile, administer and
  enforce income taxes imposed on residents and nonresidents of each political
  subdivision included in the tax collection district.” 53 P.S. §6924.509(a)(1). Importantly,
  local earned income taxes, like all other income taxes, are self-reporting.
  That is, it is the taxpayer’s responsibility to file a tax return.
  
              Per
  my review, the complainant did not file a local earned income tax return with
  Keystone. Using limited earnings information supplied by the Pennsylvania
  Department of Revenue (“DOR”), this delinquency was identified.  See 53
  P.S. § 6924.509(g). Specifically, the information supplied by the DOR, taken
  from PA 40 Personal Income Tax return information, evidenced that the
  complainant filed her PA 40 as a full year resident of the DuBois Area School
  District. As such, the complainant was issued an initial delinquent notice.
  
               The initial delinquent notice outlines
  situations in which taxpayers may not owe the tax and instructs taxpayers to
  supply documentation to Keystone depending on the nature of their dispute. One
  such situation is full-year or part-year residency discrepancies. As such, if
  the complainant disputes her delinquent balance, she is welcome to supply my
  office with documentation in support. I note that in response to the initial
  delinquent notice, the complainant contacted Keystone and advised that she
  resided in the taxing jurisdiction for two (2) months of 2020. A Keystone
  representative advised the complainant to file a part-year resident tax return
  and supply income documentation, such as a W-2.
  
              Further,
  the complainant remitted payment in full in response to the delinquent notice.
  Should the complainant prove non-residency or part-year residency for tax year
  2020, my office will issue her the appropriate 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
  E. V******
                                                                                      Associate
  General Counsel

• Initial Complaint

  Date:10/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 accounts I am disputing with Keystone Collections. First account- Account number *********. Invoice number- *********. They are trying to garnish my wages when I uploaded them documents that I DID NOT live in ******* ******** in 2018, therefore I DO NOT owe ******* ***** ****** ******** *****. They are charging me $876.04. I never received a response from them about the documents I gave them. I gave them the dates I lived at an apartment complex in a different township.
  Second account- Account **************. Invoice number-*********. Again they are charging me $823.78. Can someone please look into this for me? Thank you.
  ******** *******

  Business Response

  Date: 10/21/2022

  **** *** ******
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant disputed two (2)
  delinquent local earned income tax accounts with Keystone. Specifically, the
  complainant advised that she did not reside in one of the taxing jurisdictions
  and supplied a residential lease in support. Please know that I have thoroughly
  reviewed the complainant’s account.  
  
              As
  a preliminary matter, Keystone serves as the duly appointed Tax Officer for 19 tax
  collection districts across the Commonwealth, including the Bucks County Tax
  Collection District. In this capacity, Keystone is responsible for the
  administration and collection of local earned income taxes from all communities
  within the Tax Collection District that levy the tax.
  
  The Local Tax Enabling Act (“LTEA”)
  requires all taxpayers making earned income and/or net profits to file a local
  earned income tax return with their resident tax officer. 53 P.S. § 6924.502 (c).
  It is the duty of the tax officer “[t]o collect, reconcile, administer and
  enforce income taxes imposed on residents and nonresidents of each political
  subdivision included in the tax collection district.” 53 P.S. §6924.509(a)(1). Importantly,
  local earned income taxes, like all other income taxes, are self-reporting.
  That is, it is the taxpayer’s responsibility to file a tax return.
  
              Per
  my review, the complainant has never filed a local earned income tax return
  with Keystone. Using limited earnings information supplied by the Pennsylvania
  Department of Revenue (“DOR”), this delinquency was identified.  See 53
  P.S. § 6924.509(g). Specifically, the information supplied by the DOR, taken
  from PA 40 Personal Income Tax return information, evidenced the complainant’s
  residency within several taxing jurisdictions. As such, the complainant was
  issued delinquent notices.
  
               The initial delinquent notice outlines
  situations in which taxpayers may not owe the tax and instructs taxpayers to
  supply documentation to Keystone depending on the nature of their dispute. One
  such situation is full-year or part-year residency discrepancies. Per my review
  of the complainant’s account, it appears that she has had ongoing communication
  with Keystone representatives regarding her accounts. Moreover, she has
  submitted documentation in support.
  
              As
  a result of this review, the Warwick Township account has been closed due to
  non-residency. However, the information supplied by the taxpayer evidenced her
  residency in another taxing jurisdiction during the 2018 tax year. Accordingly,
  the delinquent balance remains outstanding, but for a different taxing
  authority. The complainant will receive a delinquent notice with further
  instruction. If tax was paid for the 2018 tax year, the complainant is
  encouraged to supply my office with documentation, such as W-2s, evidencing the
  same.
  
              Additionally,
  the second account referenced by the complainant has been closed. Act 150 of
  2016 prohibits Tax Officers from imposing statutory penalty until the taxpayer
  is given thirty (30) days in which to take corrective action. Per my review,
  the complainant remitted payment after the 30 day grace period. Accordingly,
  statutory penalty was added to her account. However, given the close proximity
  of time between the grace period’s expiration and the complainant’s payment, my
  office has removed the penalty.
  
              It
  is crucial for taxpayer to file annual local earned income tax returns with
  Keystone to avoid the issues outlined herein. I appreciate the opportunity
  provided by the BBB to resolve the concerns of taxpayers and improve our
  processes.  
  
              Thank
  you for your attention to this matter.  
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
  
                                                                          By:  
                                                                                      Christopher
  E. V******
                                                                                      Associate
  General Counsel

• Initial Complaint

  Date:10/07/2022

  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 filed my 2020 taxes late in the year 2022 April 27th to be exact and was expecting a local refund of 921 dollars from keystone collections group. I moved from the city of Pittsburgh to Ben avon and was still paying city taxes for the rest of that year. I have waited almost 6-7 months for this return. I called two weeks ago and then again today 10/7/22 still with the same answer they will move it along and not sure why it’s taking so long. I filed a mail return and it says 8-10 weeks plus another 4 weeks to process and we are almost double that.

  Business Response

  Date: 10/12/2022

  
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In his complaint, the complainant advised that he has yet
  to receive a refund from an overpayment of 2020 local earned income taxes from
  Keystone. The complainant advised that he filed his 2020 local earned income
  tax return in April of 2022 and expected a refund of $921.00. Please know that
  I have thoroughly reviewed this matter.
  
              Per
  my review, the complainant’s employer continues to withhold and remit to the
  complainant’s previous resident political subdivision. Moreover, the Tax
  Officer for such taxing district has not distributed any funds to Keystone
  associated with the complainant for the 2020 tax year. Accordingly, when the
  complainant filed his tax return, Keystone had no record of his residence nor
  any local earned income tax withholdings on his account for the 2020 tax year. Tax
  Officers cannot refund tax monies which they do not possess.
  
              In
  such situations, Tax Officers such as Keystone may claim the funds from the Tax
  Officer holding the funds, pursuant to 53 P.S. § 6924.513(b). This claim
  process may cause an unavoidable delay in processing any available refund.
  Further, this process ensures that reported but unremitted local earned income
  tax withholdings are verified by both Tax Officers, thereby legitimizing the
  refund request.
  
              In
  this case, my office has filed a claim for these funds with the other Tax
  Officer but has expedited the complainant’s refund request. A check for the
  full refund amount is forthcoming.
  
              I
  reiterate that the complainant’s employer has continued to withhold in error.
  To ensure prompt and proper tax reconciliation, the complainant should update his
  address with his employer(s) by filing a Certificate of Residency (“COR”) form.
  Nevertheless, as the complainant should receive his refund soon, 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******
                                                                                      Associate
  General Counsel

• Initial Complaint

  Date:10/02/2022

  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.

  on 9/30 i found a letter from Keystone Collections Group po box *** *****, pa ***** in my mailbox. Its dated state date 9/20/2022 and due date 10/20/2022. I have never received anything prior to this regarding any overdue taxes or collections. It states I owe $205.68 from 2020 earned income tax. However, its 2022 and I filed bankruptcy in 2021. I should not be responsible for this debt considering it seems like they waited until after my discharge to send me this statement. I have never once received anything from the township or IRS saying I owed money. I even filed taxes in 2020, 2021, and 2022 and never once was informed of this. This business sends me a bill for $205.68 dated 9/20/22 but I received on 9/30/22 stating all money due 10/20/2022. This is absolutely wrong. If you knew I owed why wait until after my discharge to say something. When I filed my bankruptcy I had to provide all debts and collections and I have never heard from this company until now. I should not be required to pay this as I was officially discharged on 9/30/2021. This company is a scam because how long did they know I owed this $205? Why are they just reaching out? We are in a recession and I had no debt or collections as of 9/30/2021 and now I all of a sudden received this statement. I would like to know why they are reaching out to me about a debt I knew nothing about in 2022 for something from 2020. I file taxes every year this would have come up way long ago and been included in my bankruptcy with any other debts or collections. I cannot afford this. Either they need to remove this collection as I had no idea about this. I am currently trying to find a new apt and had no idea about this collection. I find this very odd that now all of a sudden I get this statement after my discharge. please provide clarification. I am willing to pay if this is a legit company however they need to extend the due date, do not charge me any late fees ,allow payment plan as I cannot pay anything until NOV

  Business Response

  Date: 10/07/2022

              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that she
  received a delinquent local earned income tax notice from Keystone. The
  complainant advised that she was never notified of this tax and believes it to
  be a scam. Further, the complainant alleged that she was previously discharged
  from bankruptcy protection and believes this debt to be invalid. Please know
  that I have thoroughly reviewed the complainant’s account.  
  
              As
  a preliminary matter, Keystone serves as the duly appointed Tax Officer for 19 tax
  collection districts across the Commonwealth, including the Delaware County Tax
  Collection District. In this capacity, Keystone is responsible for the
  administration and collection of local earned income taxes from all communities
  within the Tax Collection District that levy the tax.
  
  The Local Tax Enabling Act (“LTEA”)
  requires all taxpayers making earned income and/or net profits to file a local
  earned income tax return with their resident tax officer. 53 P.S. § 6924.502 (c).
  It is the duty of the tax officer “[t]o collect, reconcile, administer and
  enforce income taxes imposed on residents and nonresidents of each political
  subdivision included in the tax collection district.” 53 P.S. §6924.509(a)(1). The
  local earned income tax return is a separate tax return filed directly with the
  Tax Officer, and is not covered by third party tax preparation programs such as
  TurboTax. Importantly, local earned income taxes, like all other income taxes,
  are self-reporting. That is, it is the taxpayer’s responsibility to file a tax
  return.
  
              Per
  my review, the complainant did not file a local earned income tax return with
  Keystone. Using limited earnings information supplied by the Pennsylvania
  Department of Revenue (“DOR”), this delinquency was identified.  See 53
  P.S. § 6924.509(g). As such, the complainant was issued an initial delinquent
  notice.
  
               The initial delinquent notice outlines
  situations in which taxpayers may not owe the tax and instructs taxpayers to
  supply documentation to Keystone depending on the nature of their dispute. As
  such, if the complainant disputes the delinquent balance listed on her account,
  she is welcome to supply my office with documentation, such as Form(s) W-2
  and/or a copy of her PA 40 Personal Income Tax Return in support. Upon receipt
  of the same, my office will review and adjust her account accordingly.
  
              In
  support of her dispute, the complainant advised that she was previously
  discharged from Federal bankruptcy protection. As this notice was issued after
  her discharge, the complainant believes the debt has been discharged. Please
  know that income taxes survive bankruptcy and are not impacted by a discharge,
  when a required tax return was otherwise not filed. 11 U.S.C. § 523(a)(1)(B).
  Further, debtors are required to file prepetition tax returns and maintain tax
  compliance throughout their bankruptcy. 11 U.S.C. § 1308. As discussed above,
  the complainant has never filed a tax return with Keystone in accordance with
  state law.
  
              Finally,
  I note that the complainant did not notify Keystone of her bankruptcy
  protection. In fact, the complainant’s claim of bankruptcy discharge in this
  complaint is the first Notice Keystone has received of this bankruptcy.
  Accordingly, when the initial delinquent notice was issued on September 16,
  2022, Keystone had no knowledge of any pending or prior bankruptcy action.
  
              Nevertheless,
  please know that my office has reached out to the complainant by separate
  correspondence to resolve this matter.
  
              I
  appreciate the opportunity provided by the BBB to resolve the concerns of
  taxpayers and improve our processes.  
  
              Thank
  you for your attention to this matter.  
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
  
                                                                          By:  
                                                                                      Christopher
  E. V******

                                                                                      Associate General Counsel

  Customer Answer

  Date: 10/08/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  i would like the information to the originator of this so called debt. This person claims they sent me something on 9/16/22 and that is a lie. Why haven’t i received something from the originator of this bill. Not once ever. Still has not answered why they are just reaching out about money owed from 2020 in 2022. I would like to receive all original notices that were established with this case #. Where is the form to file or check if local earned income tax has been filed? I would like to go in person to whichever agency originated this claim. I need to see all documents. All i was sent was one collection bill. There were no previous notices sent. There were no letters sent from a local government tax agency or office prior to me receiving this collection notice. I have a right to see all original documents. 
  

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

  Business Response

  Date: 10/13/2022

              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In rejecting my office’s previous response to her
  complaint, the complainant requested “information as to the originator of this
  so called debt.” The complainant contended that she never received any
  documentation from the taxing authorities prior to receiving the delinquent
  notice.   
  
              As
  stated previously, Keystone serves as the duly appointed Tax Officer for 19 tax
  collection districts across the Commonwealth, responsible for the
  administration and collection of local earned income taxes from all communities
  that levy the tax. Keystone is not a third party debt collector or commercial
  creditor; that is, this matter originates and remains with Keystone. State law
  requires all residents to file a local earned income tax return and remit
  payment to their resident tax officer. 53 P.S. § 6924.502(a). See also, Henson v. Santander Consumer USA, Inc., __ U.S. __ , 137 S.
  Ct. 1718 (2017).
  
  The Local Tax Enabling Act (“LTEA”)
  requires all taxpayers making earned income and/or net profits to file a local
  earned income tax return with their resident tax officer. 53 P.S. § 6924.502 (c).
  As mentioned in my office’s previous response, the complainant did not file a
  local earned income tax return with Keystone. The local earned income tax is a
  self-reporting tax; therefore, it is the taxpayer’s legal obligation to
  affirmatively and voluntarily file a tax return with their resident Tax
  Officer.
  
  Accordingly, the initial delinquent
  notice was the first notice issued to the complainant. There are no additional
  documents from the taxing authorities. Local earned income tax returns can be
  found on Keystone’s website at www.KeystoneCollects.com. Further, taxpayers can
  electronically file their local earned income taxes on Keystone’s e-file system, available at
  efile.KeystoneCollects.com.
  
              If
  the complainant disputes the delinquent balance, further detailed in separate
  correspondence mailed directly to her at the time my office posted the original
  response, she may supply documentation as detailed therein.
  
              I
  appreciate the opportunity provided by the BBB to resolve the concerns of
  taxpayers and improve our processes.  
  
              Thank
  you for your attention to this matter.  
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
  
                                                                          By:  
                                                                                      Christopher
  E. V******
                                                                                      Associate
  General Counsel