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

  400 S 8th St Lebanon, PA 17042-6794

• 

  Keystone Collections Group

  3606 Route 378 Ste A Bethlehem, PA 18015-5351

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

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello… I owed local taxes for Chester City, Pa.(Delaware County)19013, for years ranging from 2016-2021 totaling, approx. $655.79.. Keystone Collections taxed my wages through my employer for 10% of my earnings per pay, which I’m paid bi-weekly. The taxed wages started on July 8, 2022- and they were paid by employer, via mail, for $421.75, my next scheduled pay was on July 22, 2022- and they were paid by my employer, via mail, for $534.73, which resulted in an over payment of $300.69… I called them on 7-29, I was told they received a payment of $421.75 on 7-19, and a payment of 534.73 on 7-29, which was an overpayment. I asked was my account paid in full, and the rep. stated, yes and she requested a refund on 7-29 in the amount of 300.69. I also asked did they send a notice to my job to stop wage deductions, she said she requested that also. The week of August 11th, I called my payroll rep., asking if they received notice to stop my taxed wage deductions, they said no, I called Keystone Collections and told them, my employer has not received notice to stop taxed wages deductions. I was told by keystone, they requested a notice to be sent to my employer, that was on 8/9. I told them my account has been paid in full as July 29,2022, a notice should’ve been sent to my employer to stop deductions, and their still taking wages from my pay.On 8/5, Keystone was sent a payment of 488.68, via mail. When I called them again on 8/11, I was told they hadn’t received a payment of 488.63,I told them it has already been taken from my pay. I asked them to fax stop wage deductions to my payroll rep. she said it has to be more 2 weeks, it’s been well over 2 weeks.On 8-15, I called again, employer has not gotten a notice, Igave them secured fax # to my payroll rep. and my unit secretary for them to send immediately, they got nothing, even after multiple attempts, no fax, so they’ll get another payment on 8-19 for $439.46, still no notice, they owe me total $928.14 overpayment.

  Business Response

  Date: 08/29/2022

  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 previously garnished for the collection of delinquent local earned income
  taxes. The complainant advised that her delinquent balance has been satisfied,
  yet her employer continues to garnish her wages. Please know that I have thoroughly
  reviewed the complainant’s account.
  
  Per my review, the complainant did
  not dispute the imposition of local earned income taxes on her earnings.
  Further, the Local Tax Enabling Act authorizes
  the collection of delinquent local earned income taxes by wage garnishment. 53
  P.S. §§ 6924.702-703.  
  
              The
  complainant is correct that her delinquent balance has been satisfied via wage
  garnishment. My office sent a Release Letter to her employer on August 9, 2022.
  In the interim, the complainant contacted my office and advised that the amount
  withheld from her pay exceeded her delinquent balance. Due to delays with the
  mail, my office had not yet received all garnishment payments. When the
  payments were received, my office promptly prepared the refund.
  
              Furthermore,
  after the filing of this complaint, the complainant spoke with a Keystone
  Taxpayer Service’s Team Lead, who ascertained that the complainant’s employer
  did not possess the Release Letter. The Keystone Team Lead attempted to fax the
  Letter to the complainant’s employer four (4) times, but did not receive a
  response. Through communications with the complainant, a new fax number was
  provided, and the Team Lead was able to successfully fax the Release Letter to
  the complainant’s employer.
  
              On
  August 29, 2022, a refund check was mailed to the complainant. Should Keystone
  be provided more payments in excess of the satisfied balance, such payments
  will be promptly refunded 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******, Esquire

  Customer Answer

  Date: 08/30/2022

  
  
  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:08/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a "Delinquent Tax Notice" for 2014 for local tax with a statement date of 8/2/2022. I called and spoke with their representative who said they were missing documentation. I asked why I was receiving this notice now, over 7 years after the filing of these local taxes. She informed me that I never responded to their notice from 2017. Thankfully, I recalled what she was speaking about and informed her that all information and supporting documents were indeed sent. At which point the representative said she found them in another folder. I asked for a confirmation number for the phone call for my records and she stated they do not provide any type of confirmation or calls, but she "make a note in my file." I pointed out this is what happened 5 years ago, yet here we are having this call. At this point I have not proof that this has been settled, that It is in process of being resolved, or that I am protected from future harassment of collections.

  Business Response

  Date: 08/31/2022

  
              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 for an old tax year.
  The complainant disputed owing the taxes.  
  
              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). Based on a
  comparison between this information and Keystone’s records, this discrepancy
  was identified.
  
              Understanding
  that the information supplied by the DOR may be inaccurate, Keystone provides
  taxpayers with ample notice prior to the initiation of adverse legal or
  collection action. The Notice itself provides taxpayers with common examples of
  situations in which the tax may not be due.  Through the LTEA, Tax Officers such as
  Keystone are vested with the right to request documentation to verify the
  accuracy of a tax return, or if no tax return was filed, to ascertain the
  amount of tax due. See 53 P.S. § 6924.509(f).
  
  In response to his receipt of the Notice, the
  complainant contacted Keystone, and provided documentation necessary to resolve
  the account. Accordingly, the complainant’s account has been closed and 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******

• Initial Complaint

  Date:07/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As per my local taxes, I sent a $639 check to Keystone Collections group on 3/4/2022. Three weeks later, my cash wasn’t cashed so I reached out to them. They said they didn’t receive my check and that I needed to pay online. So I did. Literally the next day, they processed my online payment AND cashed the check they claimed they didn’t receive. So, I paid double. I emailed them and provided all the documentation, showing I paid twice. They promised to put my refund/overpayment of $639. On 6/1/22 they claimed they sent my check to the address on my tax return. It’s is now 7/30/22 and I’m still waiting for the overpayment I made on 3/4/2022. I have emailed them 27 times since June. They keep telling me my check is the mail when clearly, it is not.

  Business Response

  Date: 08/09/2022

              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that she is due
  a refund for an overpayment of local earned income taxes for the 2021 tax year.
  Specifically, the complainant advised that she remitted payment twice and is
  due a refund for this overpayment.  
  
              Please know that I have thoroughly
  reviewed the complainant’s account. Per my review the complainant filed her
  local earned income tax return in March of 2022. On or about March 27, 2022,
  the complainant contacted Keystone inquiring as to why the check she remitted
  with her tax return had not yet been cashed. In response, a Keystone
  representative gathered further information from the complainant and updated her
  address within Keystone’s internal system.
  
              The next day, Keystone’s
  representative replied to the complainant and outlined several options for the
  complainant. Specifically, she could (1) wait one week to allow additional time
  for the check to be processed; (2) place a stop payment on the check and mail a
  replacement check; or (3) place a stop payment on the check and complete a
  return and remit payment online. The complainant elected to remit payment
  online.
  
              Keystone
  makes every effort to process tax returns in a timely fashion. However, there
  is an unavoidable processing delay due to the high volume of tax returns
  Keystone receives from March until April 15 of a given tax year. Nevertheless,
  my office confirmed that the complainant remitted payment twice after she
  contacted Keystone on May 23, 2022. A refund was issued to the complainant on
  June 10, 2022. For some reason the complainant did not receive this check.
  Accordingly, a stop payment was placed on the refund check and a new check was
  issued to the complainant on July 29, 2022. I have confirmed that this check
  was mailed to the address the complainant provided to Keystone and to the BBB
  in filing this complaint. However, if for some reason she does not receive this
  check, I would encourage her to contact me directly to discuss.
  
              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:07/27/2022

  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.

  Keystone began erroneously garnishing our wages for earned income tax dated to 2019. After garnishing close to 2k, they determined we did not owe at all. They are slowly returning the money, over a period of months, but still owe us over 1k. This loss has caused a hardship and is illegal, since we never owed.

  Business Response

  Date: 08/31/2022

             Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that her wages
  were erroneously garnished for the collection of delinquent local earned income
  taxes. The complainant advised the money is slowly being returned to her, which
  has caused a hardship. 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 Allegheny North 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). If a taxpayer is a part-year
  resident, they must file a tax return for each political subdivision in which
  they resided. 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, and the withholdings Keystone was provided did not satisfy the
  complainant’s reported tax liability, a delinquency was identified.
  
              Per
  my review of the complainant’s account, there is an extensive communication history
  between the complainant and Keystone. The complainant was issued an initial
  delinquent local earned income tax on October 21, 2021. Since the complainant
  did not respond to the initial notice, a Notice of Intent to Garnish Wages was
  sent to the complainant via Certified Mail on January 20, 2022. In response,
  the complainant contacted Keystone to question the source of the identified
  delinquency.
  
  Through several written responses,
  a Keystone representative ascertained that the complainant resided within the
  subject political subdivision for a portion of the tax year. Accordingly, the
  Keystone representative requested that the complainant supply documentation
  evidencing her residency. In response, the complainant contended that it was
  not her responsibility to prove she does not owe. No documentation was
  provided.
  
  To the contrary, every taxpayer,
  including part year residents, must file a tax return with their Tax Officer
  and report all income. Further, through
  the LTEA, Tax Officers such as Keystone are vested with the right to request
  documentation to verify the accuracy of a tax return, or if no tax return was
  filed, to ascertain the amount of tax due. See 53 P.S. § 6924.509(f).
  
  As no documentation was ever
  provided, a wage garnishment was issued on March 2, 2022. As you can see, the
  complainant was provided ample time between Initial Notice and Wage Garnishment
  in which to resolve this matter. Through many more written and verbal
  communications, the complainant eventually provided proof of residency. No W-2
  was ever supplied to Keystone; however, based upon the complainant’s residency
  dates, Keystone was able to determine that it had been provided enough
  withholdings to cover the complainant’s liability for the portion of the year
  at issue. As such, my office sent a Release Letter to her employer on May 6,
  2022.
  
  When the payments were received, my
  office promptly prepared and issued refunds to the complainant. Should Keystone
  be provided more payments in excess of the satisfied balance, such payments
  will be promptly refunded 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
  E. V******, Esquire
  

• Initial Complaint

  Date:07/24/2022

  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.

  Account No.: *******
  Invoice No.: *********
  On or about 7/15 I received notification of a 2016 delinquent EIT due. I called and the representative said she saw the internal error and had reviewed my note from 2016 that directed Keystone to apply a credit to the unpaid portion and I should have received a net credit. She said she would call me back within two days with confirmation and next steps. I never heard back. I called after the time elapsed. I spoke to someone else who explained that a credit cannot be applied. She was unable to explain why I did not receive a call back. I should not be responsible for Keystones failure to communicate that they could not apply my credit. I am seeking a refund of my initial credit amount plus a waiver of all fees that have posted since 2016 mailed to me at * ***** ****** **** ****** *** Those fees reflected in a subsequent statement I received are $3.91 (statutory interest), $15.92 (statutory penalty), $60.00 (Act 192 costs) and $25.00 (statutory costs of collection).

  Business Response

  Date: 08/09/2022

  Dear Ms. ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In his complaint, the complainant advised of issues with
  his delinquent local earned income tax account. In disputing the balance listed
  on his account, the complainant advised that he was due a credit which Keystone
  did not apply to his account. He further requested waiver of penalty, interest
  and collection costs.
  
              Please
  know that I have thoroughly reviewed the complainant’s account. Per my review,
  the complainant improperly claimed non-resident local earned income tax
  withholdings as an overpayment of local earned income tax. The Local Tax
  Enabling Act states that a taxpayer’s effective tax rate is “the greater of
  the employee’s resident tax or the employee’s nonresident tax as released in
  the official register.” 53 P.S. § 6924.512(3).  Taxpayers are not permitted to claim non-resident local earned income
  tax withholdings in excess of their resident local earned income tax liability
  as an overpayment because such withholdings are part of their non-resident/work
  location tax liability. As such, no credit is available for the complainant.
  
              After
  the filing of this complaint, the complainant contacted the Chester County Tax
  Collection District’s Appeals Board to discuss this matter. The Appeals Board
  resolved the complainant’s issues directly. Keystone played no role in any
  negotiations or determination. To protect confidentiality, I will refrain from
  disclosing the Appeals Board’s determination here. Nevertheless, this matter
  has been 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  

  Customer Answer

  Date: 08/09/2022

  
  I have reviewed the response made by the business in reference to the complaint and have determined that the matter is resolved to my satisfaction. I take issue with counsels mischaracterizations regarding his review and determination and request that his response be stricken and not published.
  
  
  
  Regards.

• Initial Complaint

  Date:07/24/2022

  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.

  I recieved a delinquent Earned Income Tax notice in the mail around May 31st dating back to 2017. It stated in the letter that I had been previously notified of this delinquent account and had failed to reconcile it, so if I didn't remit full payment - my wages would be garnished by 6/23/22. As soon as I turned the letter over I noticed they had me marked down as Grossing DOUBLE what I earned that year. I know I definitely would have addressed this if it had been brought to my attention before. Directly, I searched and found my W-2 from that year and emailed it to them. They responded that this wasn't enough, they needed my PA-40. So I immediately searched through papers and then remembered it was done online through H & R Block, it took me awhile to remember the password, and thank goodness I paid H&R Block that year to do my taxes online, so the record was still saved. (Normally they don't keep the free version more than 2 years I believe). I have sent them all the information they need and have inquired twice about a result but only get a "We'll contact you if we need more information. We need time to look over the documents.". In all honesty, it's not very hard to see that I paid the correct amount in, and they are trying to charge me extra on an income I did not receive. Meanwhile, this is continuing to gain interest. From what I understand, there is no statue of limitations on what they are claiming, and I cannot afford for them to drag this out, in any way to garnish my already low wages. Especially for something I do not owe. I believe I will have attached all of the documentation you need. However, if you should need email correspondence, I can send that also. (But it's really them saying the same reply as I stated above). Their last reply to me was on June 07, 2022.

  Business Response

  Date: 08/09/2022

     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 for the 2017 tax year. The complainant advised that Keystone
  doubled her taxable income in assessing tax. Please know that I have thoroughly
  reviewed the complainant’s account.  
  
  In its capacity as
  Tax Officer for the Northumberland County Tax Collection District, Keystone is
  furnished with limited earnings information from the Pennsylvania Department of
  Revenue (“DOR”). See 53 P.S. § 6924.509(g). This information is compared
  with Keystone’s records to identify potentially delinquent accounts.  
  
  Please know that
  the income figure upon which Keystone assessed tax was supplied by the DOR.
  That is, the DOR information reflected that the complainant reported taxable
  compensation in the amount listed on the complainant’s delinquent notice on her
  PA 40.  Per my review of documentation
  supplied by the complainant, the complainant’s tax preparer entered the same
  W-2 information twice on her PA 40 Schedule W-2S. In turn, the DOR reported the
  duplicate income as her taxable compensation for the 2017 tax year.
  
  Understanding that
  the information supplied by the DOR may be inaccurate, Keystone affords
  taxpayers with the opportunity to supply documentation in support of any
  dispute. . In the complainant’s case, the issue was resolved when we received
  her supporting documents and identified the error. Importantly, this error was
  caused by the complainant’s tax preparer. Nevertheless, my office is satisfied
  that the complainant’s income was incorrectly duplicated, and her account has been
  closed.
  
  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******* Esquire