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:02/03/2025

  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.

  Completely unprofessional and mismanaged, it is beyond me how the state could trust them with records and give them the power to garnish wages!They have reached out several times over the years for random taxes due, which were promptly paid, but more so recently have claimed I owed taxes from half a decade ago (2020), in a county I was not living in (because I was a full time student living and working in a completely different county!) Despite sending W2s proving I was claimed as a dependent, making Mandatory ********** Exemption rates (as a state Guardsman nonetheless), and proof of residency in another county, they have been transitioning optics into other years and creating more charges instead of apologizing or closing the ********* someone trying to rebuild across the country in *********, ************** following ******, all I can think of is how shameful it truly is to send threatening letters due to their negligence in document verification from half a decade ago, across the country, without any other form of notification - and then place the burden of proof on me!

  Business Response

  Date: 02/06/2025

  Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that Keystone sent a notice requesting payment for delinquent local earned income taxes (EIT). The complainant disputed the balance listed on his account, contending that he did not reside in the taxing jurisdiction as a full time student, and that his income was exempt from taxation because it was below the mandatory ********** exemption. Please know that I have thoroughly reviewed the complainants account.
  
  As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Northampton County Tax Collection District and the local taxing bodies therein.  In this capacity,Keystone is tasked with the administration, collection, and reconciliation of local EIT for all communities within Tax Collection District that assess an EIT. 
  
  The Local Tax Enabling Act (LTEA) requires all Pennsylvania resident taxpayers making earned income and/or net profits to file a local EIT return with their resident Tax Officer. 53 P.S. 6924.502(c). It is important to note that local ***, like all other income-based taxes, are self-reporting.  That is, it is the taxpayers legal obligation to file a tax return, report all income, and remit any outstanding tax, if necessary. Income taxes are not billed like real estate or certain nuisance taxes.
  
  Per my review of the complainants account, he filed a tax return for the 2020 tax year listing an outstanding balance.However, the complainant did not remit the outstanding balance with his tax return. Moreover, the W-2 the complainant supplied with this complaint indicates that no local earned income taxes were withheld from his pay.
  
  Keystone receives limited earnings information from the ********************************** used to identify potential delinquencies. The information supplied by the *** matched the income the complainant reported to Keystone. Per my review, the complainant was issued an initial delinquent notice on January 9, 2025. In response, the complainant supplied the same W-2 showing no employer withholding. Additionally, by written communication, the complainant advised that he did not reside in the taxing jurisdiction as a full time student, and that his income was below $14,000.00.  
  
  I have reviewed the complainants account and the arguments detailed in his complaint. Please be advised that full time students are not exempt from local earned income taxes. Rather, resident local earned income taxes are assessed on individuals domiciled within a particular Pennsylvania political subdivision. 53 P.S. ********. See also, 73 P.S. ******* (regarding imposition of Pennsylvania personal income taxes on individuals domiciled in ************). Importantly, a taxpayers domicile is the fixed place of abode which, in the intention of the taxpayer, is permanent rather than transitory.53 P.S. ********.
  
  It is well settled that a person can have more than one residence, but only one legal residence or domicile. See, ***************** 163 A. 303 (Pa. 1932), and ***** v. Borough of Zelienople, 324 A.2d 808 (Pa. Cmwlth. 1974). Once a domicile in one locality is established, the party alleging a change in domicile has the burden of proving (1) a residence in the new locality, and (2) an intention to remain there. ***************** 163 A.303 (Pa. 1932). As such, a taxpayers domicile is their home of ************** students typically claim domicile at their parents residence. For this reason, the complainant appropriately filed his tax return.
  
              Next,please be advised that there is no statutory ********** exemption for ***. Some taxing authorities permit a ********** exemption, but the taxing jurisdiction at issue does not. Accordingly, the complainants reliance on a mandatory ********** exemption is inapplicable.
  
              Nevertheless,per my offices review, the complainants income was not taxable as it pertained to active duty military service. See 53 P.S. ********.Accordingly, the complainants account has been closed and this matter is resolved. I note that the complainant reported this income as taxable on his local earned income tax return. Had the complainant reported his income appropriately for state and local income tax purposes, this issue would not have occurred.
  
  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:
                                                                          *********** E. *******
                                                                          General Counsel

  Customer Answer

  Date: 02/06/2025

  
  
  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.

  In retrospect, my taxes were filed correctly. My income being in the military is readily accessible information federally and through the state. Before you send letters of delinquency for taxes half a decade across the country to people rebuilding post-****** maybe you guys should double check YOUR information. Have a good day.

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

• Initial Complaint

  Date:01/31/2025

  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 owe for my per capita tax for 2023 and 2024. I got a letter about intent to garnish 2023's and I accepted that since it is my mistake. However they sent a letter to my employer garnishing 2023 and 2024 without notifying me they were taking 2024 as well. I confirmed they never attempted to let me know and when confronted they have been very rude. I was promised a call from a manager within ***** hours and never received one. I owe and will pay both but I should not be charged interest or admin fees for 2024

  Business Response

  Date: 02/06/2025

  Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that Keystone garnished his wages for delinquent per capita / occupation taxes. The complainant admits that the tax is outstanding; however, the complainant advised that he did not receive notice for the 2024 tax year. Please know that I have thoroughly reviewed the complainants account.
  
  As a preliminary matter, Keystone serves as the current and delinquent per capita tax collector for *************** and the ****************************. Each taxing authority separately bills and assesses a per capita tax. The per capita tax is a head tax assessed on all adult residents of the taxing jurisdiction; the Borough tax is $5.00 annually and the School District tax is $10.00 annually.
  Per my review, the complainant is delinquent with respect to both 2023 and 2024 per capita taxes. Please know that the Local Tax Enabling Act authorizes the collection of delinquent per capita and occupation tax by wage garnishment. 53 P.S. 6924.702-703. Per my review, the complainant has received at least three (3)delinquent notices for the 2023 tax year, dating back to January 24, 2024. The complainant did not remit payment, and the complainants employer did not comply with my offices garnishment directive.
  Recently, the 2024 tax year has become delinquent.Per my review, original bills were issued to the complainant on March 1, 2024 and July 1, 2024 for the ***************************, respectively. The complainant did not remit payment, and as the statutory due date for the face tax period has passed for both taxing authorities, state law requires that statutory penalty be added to this tax year.
  Because of an update to the complainants employer,my office has agreed to release the wage garnishment and permit the complainant to remit payment outside of wage garnishment. A Keystone representative will contact the complainant with updated figures.
  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:
                                                                          *********** E. *******
                                                                          General Counsel

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  i have already had my wages garnished. At no point in the phone calls did they ever try to offer this. They are a joke when it comes to customers. My wages were already garnished. They wasted my time offering this now. And they new it 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:01/28/2025

  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.

  Have been receiving collection letters about a 2021 school tax for **************************************************************** through Keystone Collection Group. I complied several times with providing information showing that we do not owe any money. We purchased a home in *******************, ** December 14, 2021. Moved to ******* in January 2023. Our closing company paid all of the moneys necessary when we closed.Received a letter dated 8/20/24 telling us that the matter had been reconciled and no money was owed. Now I am receiving letters again showing that we owe more money. My calls and letter don't help. Short of seeking legal council, I don't know how to get them to stop.

  Business Response

  Date: 02/21/2025

  RE: Complaint ID: ********
  
  Dear Ms. ******************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that Keystone continues to send her delinquent tax notices for a school district. The complainant advised that her closing company paid all taxes.  Please know that I have thoroughly reviewed the complainants account. 
  
  As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Chester County Tax Collection District and the local taxing bodies therein.  In this capacity, Keystone is tasked with the administration, collection, and reconciliation of local EIT for all communities within Tax Collection District that assess an EIT.  
  
  This matter concerns local earned income taxes, which are not related to real estate. The Local Tax Enabling Act (LTEA) requires all Pennsylvania resident taxpayers making earned income and/or net profits to file a local EIT return with their resident Tax Officer. 53 P.S. 6924.502(c). It is important to note that local ***, like all other income-based taxes, are self-reporting.  That is, it is the taxpayers legal obligation to file a tax return, report all income, and remit any outstanding tax, if necessary. Income taxes are not billed like real estate or certain nuisance taxes. Moreover, income taxes are not paid by closing companies upon the transfer of real property. 
  
  Per my review of the complainants account, she has never filed a tax return with Keystone. Keystone receives limited earnings information from the ********************************** used to identify potential delinquencies. This information indicated that the complainant and her spouse jointly filed their PA 40 as residents of the ****************************************. Accordingly, Keystone send the complainant an initial delinquent notice. The original notice, sent on July 4, 2024, placed the complainant and her spouse in ***************** / ****************************************. The complainant submitted documentation to Keystone that, while inconclusive on the issue of taxation, indicated that the complainants address for at least a portion of the tax year was located in ****************** / ****************************************************************. Accordingly, the Westtown account was closed and the Thornbury account was opened. 
  
  The complainant was issued a notice for ********* on August 14, 2024 and a follow-up notice on October 31, 2024. Believing this to be a real estate matter, the complainant submitted irrelevant documentation and was subsequently issued a document request notice.  Specifically, my office sought residency information to determine if the identified balance could be adjusted. The documentation supplied by the complainant evidenced that no local earned income taxes were withheld from her pay. In response, the complainant again submitted closing documents. 
  
  All Pennsylvania residents, including part year residents, are required to file and remit local earned income taxes. My office is conducting a supplementary review of the complainants account and will notify her, in writing, if additional information is needed. 
  
  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:
  *********** E. *******
  General Counsel
  
  
  

• Initial Complaint

  Date:01/20/2025

  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.

  Every quarter I try to complete and send local tax withholdings to Keystone Collections Group via their website. Every quarter during the month taxes are due, I can't even login due to high usage, or so I have been told by numerous representatives. I've tried calling the hotline but representatives are extremely rude and condescending, unhelpful. I have to keep trying to access the online portal since that is the only way to report our local taxes. This process should have been fixed or the infrastructure put in place the first time it happened. It's been going on more than a year now and it's incredibly frustrating. This organization does not care that we can't submit on time, but they sure as h*** want to send you a penalty, even if it is THEIR fault! Completely unacceptable for a third party organization that handles taxes. You know people submit taxes at the same time, fix the problem with all the money we have to send you! Absolutely unreal.

  Business Response

  Date: 01/30/2025

  Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that she routinely has issues submitting local earned income tax withholdings on Keystones online system. Please know that I have thoroughly reviewed this account. 
  
              Unfortunately,the complainant did not provide additional details or specificity regarding the specific account or issue she had. Accordingly, the complainant is free to submit additional detail and my office will review the matter in depth.However, based upon my review, it appears that the complainant has filed this complaint in her employment, rather than individual capacity. That is, it appears that the complainant had issues remitting her companys quarterly tax remittance on Keystones Business Portal system.
  
              As a preliminary matter, Keystones Business Portal is an online electronic filing system available to employers for tax filing and remittance. Keystone provides a dedicated branch of its ********************* to assisting employers with Business Portal related issues.
  
              In response to this complaint, I reviewed Keystones phone records to ascertain the complainants specific issue. Over the course of this review, I located two (2) phone numbers connected to the complainant. However, per a review of Keystones records, Keystone has not received any recent phone calls from the complainant. Moreover, there have been no system outages connected with Keystones Business Portal.
  
              The only communication between the complainant and Keystone that I was able to identify occurred on July 15, 2024, wherein the complainant contacted Keystones Business Portal team and advised that she was attempting to upload quarterly tax withholdings on Business Portal, but received a Page *** Founderror. Keystone experienced no system outages, and this error typically occurs when a user has some sort of outage or is using an unsupported internet browser.  A link to a list of supported browsers can be found on the Business Portal log in page.  Nevertheless, without further account detail or a more specific descript ion of recent events giving rise to this complaint,I am unable to investigate further.
  
  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:
                                                                                      *********** E. *******
                                                                                      General Counsel

• Initial Complaint

  Date:01/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Keystone Collections has now filed for wage garnishment regarding tax collection for a school district and township in which I DO NOT RESIDE. Ive uploaded the proper documents to their website multiple times without any success. Now they want to take wages from a new part time job. To add, Im am also a City of Philadelphia employees who is exempt from outside township taxes due to paying City of Philadelphia wage taxes.

  Business Response

  Date: 01/24/2025

  Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant alleged that Keystone attempted to collect delinquent local earned income taxes from him via wage garnishment. The complainant disputed the imposition of tax as he contended that (1) he did not reside within the taxing jurisdiction and (2) he is exempt from local earned income taxation because he works in the City of ************.  Please know that I have thoroughly reviewed this account. 
  
  As a preliminary matter, Keystone serves as Act 32 Tax Officer for the Bucks County Tax Collection District (***).  In this capacity, Keystone is tasked with administering and collecting local earned income tax (***) from all political subdivisions located within the *** that assess an EIT.
  
  The Local Tax Enabling Act (LTEA) requires all taxpayers making earned income and/or net profits to file a local EIT return and to remit any outstanding tax liability with their resident tax officer. 53 P.S. 6924.502(c). Per my review of the complainants account, he has never filed a tax return with Keystone in accordance with his statutory obligation.Moreover, the complainant remitted payments pursuant to a payment plan for prior year tax delinquencies.
  
  Pursuant to the information exchange mandate between Keystone and the ********************************** (DOR), Keystone is supplied with limited earnings information used to identify potentially underpaid accounts.  This earnings information confirmed the balance listed on the complainants account.
  
              Per my review, the complainant was issued an initial delinquent notice on June ******* and May 27, 2022 for the tax years at issue. This notice affords taxpayers with the opportunity to remit payment, free of statutory penalty, within thirty (30) days. This notice was not returned to my office as undeliverable or unable to forward. Per my review, the complainant contacted Keystone on June 3, 2022 and detailed his dispute. At the time, he was advised to supply documentation in support of his dispute. My office never received documentation sufficient to clear his account.
  
  Pennsylvania law permits the collection of delinquent earned income taxes by wage garnishment. 53 P.S. 6924.702-703. Per my review of the complainants account, the complainant was issued a Notice of Intent to Garnish Wages by Certified Mail on September 23, 2022. In response, the complainants spouse contacted Keystone on September 29, 2022. A Keystone representative advised of the complainants filing requirement, and detailed how the complainant could upload documentation in support of any dispute. The complainant never uploaded any documentation and the wage garnishment was issued on November 4, 2022. The complainants employer did not comply with the garnishment directive and was issued a demand notice on February 2, 2023. The employer never complied with the wage garnishment.
  
  On January 9, 2025, the complainants employer was updated and the complainant received a notice indicating the same. In response the complainant contacted Keystone and was advised to upload documentation. The complainant did so, and the account was closed. The garnishment has therefore been closed.
  
              Finally,I note that individuals who work in the City of ************ are not exemptfrom local earned income tax. Rather, they must file a local earned income tax return with their resident tax officer like all other Pennsylvania resident taxpayers. In most cases, due to the high rate of taxation imposed by the City of ************, and the availability of a super credit associated with the City Wage Tax, the taxpayers local earned income tax liability is negated by the tax paid to ************. However, without properly filing a tax return,such credit cannot be claimed, and tax officers such as Keystone cannot be aware of the availability of such a credit. Accordingly, this matter would have been avoided had the complainant properly filed a tax return.
  
  I appreciate the opportunity provided by the BBB to resolve the concerns of taxpayers and improve our processes.
  
  Thank you for your attention to this matter.
  
  
                                                                          Very truly yours,
  
                                                                          KEYSTONE COLLECTIONS GROUP
  
                                                                          By:
                                                                                      *********** E. *******
                                                                                      General Counsel
  

  Customer Answer

  Date: 01/24/2025

  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.
  
  General Counsel or not, they are missing the point of the Complaint.  You were attempting to garnish and collect taxes from somewhere I did not reside.  Multiple times, unlike the response states, I had provided information to Keystone to clear the matter and they never did.   Also, not sure what payment plan I was on, but I have never been on a payment plan or have paid taxes to Keystone. The only reason it is apparently now closed , is because I complained.  The business practices of this company are atrocious, an iindividual should not be forced to continue to prove a negative! 
  
  
  Regards,
  
  ****** ****

  Business Response

  Date: 01/30/2025

  
  Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In rejecting my offices response to his complaint, the complainant reiterated the substance of his dispute; specifically, that he did not reside within the taxing jurisdiction during one of the tax years at issue. Please see my offices previous response for a more in depth explanation of this matter.
  
  As a preliminary matter, I note that this account has been closed, and the matter is resolved.
  
  As detailed in my previous response, pursuant to the information exchange mandate between Keystone and the ********************************** (***), Keystone is supplied with limited earnings information used to identify potentially underpaid accounts. Although rare, there are sometimes inaccuracies in the information supplied by the *** due to the limited nature of the information and the delay in the ***s provision of the information to Keystone. Accordingly, Keystone gives taxpayers ample time to reconcile their account in the event of an inaccuracy.
  
              As detailed previously, the complainant was issued an initial delinquent notice for the tax year at issue on May 27, 2022 (I note that the complainant resided within the taxing jurisdiction for the other tax year listed on his account.). Per my review, the complainant contacted Keystone on June 3, 2022 and detailed his dispute. At the time, he was advised to supply documentation in support of his dispute. My office never received documentation sufficient to clear his account. That is, on August 5, 2023, the complainant supplied a W-2 without an identifying tax year. The complainant uploaded the same documentation on January 19, 2025. On January 21, 2025, the complainant completed a Keystone Information Supplement detailing his residency for the tax year at issue. This information was verified, and the account was closed.  
  
              The complainant was afforded ample time to resolve his account from original notification to wage garnishment.
  
  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:
                                                                                      *********** E. *******
                                                                                      General Counsel

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Keystone Collections Group administers and collects locals income tax. I have not yet received my income tax refund for the 2023 tax year. This is a recurrent issue and has happened at least four times. I am owed $3015.00. I have filed a complaint through the BBB in the past for the same issue with Keystone. I will also be contacting them directly.

  Business Response

  Date: 01/16/2025

  Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint the complainant advised that Keystone has not yet issued him a refund for an overpayment of 2023 local earned income taxes. The complainant further advised that this is a recurrent issue. Please know that I have thoroughly reviewed the complainants account.
  
  As a preliminary matter, please see the complainants previous complaint at Complaint ID #: ********. Previously, the complainants 2022 refund was delayed due to adjustments made to the complainants account. Specifically, the complainant neglected to include certain taxable income, and claimed an impermissible net loss. These errors on his tax return contributed to the delay in his receipt of his refund.
  
  Similarly, for the 2023 tax year, the complainant filed on incorrect income causing an adjustment to his refund. Pursuant to Act 166 of 2002, earned income taxed at the local level mirrors the compensation taxed at the state level, with very limited exceptions. For this reason, local earned income tax is assessed upon Pennsylvania state wages (Box 16), not local wages (Box 18.) When the state listed in Box 15 is not ************, taxable income is generally determined by taxing ******** wages (Box 5) and subtracting the cost of group term life insurance (Box 12 Code C) or any elective deferrals. In the complainants case, he incorrectly filed upon Box 18 local wages to claim a refund in excess of what was due. Please note that Box 18 local wages do not hold any legal significance; rather, they traditionally indicated income earned at a particular workplace location.
  
  Nevertheless, the complainants adjusted refund has been processed and will be issued to him soon. My office considers this matter to be 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:
                                                                          *********** E. *******
                                                                          General Counsel

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Keystone Collections contacted me October 15th, 2024 with a 15 day notice of intent to garnish wages of myself and my wife to settle delinquent EIT. We were not full year residents of the township they are collecting on behalf of and local income taxes were withheld by our employers during the time we lived there, equalling 1.71%. I made contact via phone on October 23rd, 2024 after attempts to upload our W2's from both 2022 and 2023 through their website failed. I was instructed to upload these documents through a different portal, and told that a 30 day hold would be placed on my account while these documents were processed.On December 26th, my wages were garnished with no further contact having been made. My spouse's paycheck was garnished the following week.Spouse uploaded documents through website again, and I made phone contact on January 3rd, 2025. I was told that they had our documents on file and that something must have gone wrong. The person I was speaking with told me he would take this to his department **** and get it resolved and that he would call me back. He did not call me back, and my wages are being garnished again on January 9th, 2025.I believe that the collections agency is avoiding processing the documents and making corrections in hopes that I give up and pay them money that I should not owe. I paid over $900 in withheld taxes, and they have now garnished over $800.-****** ********

  Business Response

  Date: 01/24/2025

  Dear Ms. ******************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that Keystone garnished his and his spouses wages to collect delinquent local earned income taxes (EIT.) The complainant advised that he and his spouse resided in the taxing jurisdiction for a portion of the tax year at issue. Please know that I have thoroughly reviewed the complainants account.
  
   As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Dauphin County Tax Collection District and the local taxing bodies therein.  In this capacity, Keystone is tasked with the administration, collection, and reconciliation of local EIT for all communities within the Tax Collection District that assess an EIT. 
  
  The Local Tax Enabling Act (****) requires all Pennsylvania resident taxpayers making earned income and/or net profits to file a local EIT return with their resident Tax Officer. 53 P.S. 6924.502(c). It is important to note that local EIT, like all other income-based taxes, are self-reporting. I note that a taxpayers legal obligation to file a tax return applies even if they reside in ************ for a portion of the year. The complainant and his spouse did not file a part-year tax return with Keystone for the 2022 tax year.
  
  Pursuant to the information exchange mandate of the ***** Keystone is supplied with limited earnings information from the ********************************** (***) used to identify unpaid or underpaid accounts. See 53 P.S. ***********. The income figures listed on the delinquent notices at issue were taken directly from the earnings information supplied by the **** which represents figures the complainant listed on his and his spouses jointly filed PA 40 personal income tax return for the 2022 tax year. 
  
  Understanding that the information supplied by the *** may be inaccurate, Keystone provides taxpayers with ample notice prior to the initiation of adverse legal or collection action. Through the ***** 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). Moreover, the **** authorizes the collection of delinquent EIT by wage garnishment. 53 P.S. 6924.702-703.
  
  Per my review, the complainant was issued an initial delinquent notice on August 20, 2024. This notice advises taxpayers of their tax delinquency, and affords taxpayers with the opportunity to reconcile their account, without statutory penalty, for thirty (30) days.
  
  As the complainant did not respond to the delinquent notice, on October 10, 2024, my office sent the complainant and his spouse a Notice of Intent to Garnish Wages,by Certified Mail. In response, the complainant contacted my office and advised of his part-year residency. The complainant uploaded W-2 information; however,the information indicated that the complainant was under-withheld. Moreover,the complainant and his spouse did not supply residency dates supporting their claim to part-year residency. A document request was issued seeking residency dates. However, as the complainant was under-withheld, wage garnishment was issued on December 5, 2024.
  
  
              The employer(s) remitted payment in response to the garnishment directive. In the interim, the complainant supplied documentation evidencing his part-year residency. As a result, the account was adjusted based thereupon. A smaller balance remained due to the underwithholding of EIT from the complainant. However, the employer payments satisfied the delinquent balance.
  
              As a result, the complainants account was satisfied and the wage garnishments were released on January *******. Refunds of the amount garnished in excess of the tax balance will be sent to the complainant and his spouse. Should either employer continue to garnish wages, any such funds will be returned the complainant and his spouse directly.
  
  I note that this issue could have been avoided by the proper filing of a tax return and associated remittance of payment. Nevertheless, my office considers this matter resolved.
  
  My office appreciates the opportunity to resolve the concerns of taxpayers. Thank you for your attention to this matter.
  
  Very truly yours,
  
                                                                          KEYSTONE COLLECTIONS GROUP
  
  
                                                                          By:
                                                                                      *********** E. *******
                                                                                      General Counsel

• Initial Complaint

  Date:12/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sent me a bill that I have no clue what is for. How can they bill me for something with penalties etc. for something I was never notified of nor given any kind of explanation for. My occupation is not listed but it says it due to my occupation. I sent them a letter asking for an explanation and got no response. Its a bill with no way to appeal get any info or anything. This is insane

  Business Response

  Date: 01/13/2025

  Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that Keystone sent her a delinquent per capita / occupation tax notice.  The complainant advised that she has no clue what [the bill] is for. Please know that I have thoroughly reviewed the complainants account.
  
  As a preliminary matter, Keystone serves as the current and delinquent Per Capita and Occupation Tax collector for the ***************************  The School District assesses a flat Per Capita tax on all adult residents of the School District. For tax years prior to 2024, the *************** assessed an assessed Occupation Tax on all adult employed residents of the School District, based upon an occupation status determined by **************. The School Districts Occupation Tax has been abolished by voter referendum.
  Per School District policy, when a taxpayer occupation is unknown, the tax is assessed at the professional level. The taxpayer, upon receipt of the initial bill, is tasked with appealing their occupation assessment if they disagree.
  
              Per my review of the complainants account, ********************** sent the complainant the initial bill on July 1, 2023.  Said **** was not returned as undeliverable or unable to forward. The initial bill detailed the time periods wherein the complainant may (1) receive a discount for early payment of the taxes; (2) remint the face amount; or (3) incur a penalty if payment was remitted later than October 31, 2023.  The complainant did not remit payment.  Accordingly,Keystone sent the complainant a Delinquent Per Capita and Occupation Tax Notice on May 15, 2024, the notice ostensibly giving rise to this Complaint.  
  
              The complainant does not dispute that her tax is delinquent. Rather, the complainant contends that she was unaware of the tax. All Pennsylvania resident taxpayers are tasked with complying with all state and local tax laws.Moreover, I note that the complainants 2022 per capita / occupation tax liability was previously satisfied via a separate matter.
  
  Accordingly,Keystones actions have at all times been proper. To resolve this matter, the complainant should remit payment in full.
  
  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:
                                                                                      *********** E. *******

                                                                                      General Counsel 

• Initial Complaint

  Date:12/20/2024

  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.

  Delayed Processing of Amended Tax Return. [***** ****** ***** ******] Keystone Ticket# ****** I am writing to file a complaint against Keystone Collections Group regarding the prolonged processing of my amended tax return. I mailed the amended return with all supporting documentation on [Date of mailing] (April 2024).Despite numerous attempts to inquire about the status of my return, I have not received any updates or refunds. The processing delay is now exceeding six months, which is an unacceptable timeframe.I have contacted Keystone Collections Group by phone many times in email .I hardly get any updates.They finally said they mailed my return on 11-13-2024 which is not true. I have not received any such email. They are defrauding the tax payers. I'm in the verge of filing complaint with federal agencies for this fraud.I am requesting that Keystone Collections Group expedite the processing of my amended return and provide a clear explanation for the significant delay. I also request a written confirmation of the status of my return and an estimated timeframe for its resolution.Thank you for your time and assistance in resolving this matter.Sincerely,Ameen

  Business Response

  Date: 01/02/2025

  Dear Ms. ******************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that Keystone has delayed processing his amended local earned income tax (***) return leading to his failure to receive requested tax refunds.  Please know that I have thoroughly reviewed the complainants account.
  
   As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Bucks County Tax Collection District and the local taxing bodies therein.  In this capacity, Keystone is tasked with the administration, collection, and reconciliation of local EIT for all communities within the Tax Collection District that assess an EIT. 
  
  Per my review of the complainants account, he electronically filed tax returns for the tax years at issue and remitted payment in full as he was not withheld local earned income taxes. In April of 2024, the complainant filed amended local earned income tax returns requesting a refund of all monies paid on the basis of his H-1B **** status.
  
              ************ local earned income taxes are assessed pursuant to the Local Tax Enabling Act,codified at 53 P.S. ******** et seq. (LTEA).  The LTEA provides that employers shall deduct from the compensation due each employee employed at such place of business the greater of the employees resident tax or the employees nonresident tax as released in the official register. 53 P.S. 6924.512(3).  An employees nonresident tax rate is determined by their work location.
  
              In the case of H-1B **** holders, no resident location is considered as H-1B **** holders cannot claim legal domicile in ************. That is, H-1B **** holders are responsible for nonresident local earned income taxes, if applicable.
  
  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). When the complainant filed his amended tax returns, he did not supply a work *********** such, Keystone requested further information detailing the complainants work location to ensure that no nonresident EIT applied.
  
  The complainant supplied documentation evidencing a work location in **********. Accordingly, no nonresident EIT applied. Keystone receives a high number of refund requests and makes every effort to expediently issue refunds. The complainants refund was approved in October 2024 and issued to him on November 8, 2024. However, the complainants address on file was outdated. As a result, the funds were never received by the complainant. The complainant has been in contact with my office throughout the month of December. A stop payment has been placed on the original refund check and a replacement check will be issued to the complainant as soon as possible.
  
  My office appreciates the opportunity to resolve the concerns of taxpayers. Thank you for your attention to this matter.
  
  Very truly yours,
  
                                                                          KEYSTONE COLLECTIONS GROUP
  
                                                                          By:
                                                                                      *********** E. *******
                                                                                      General Counsel

  Customer Answer

  Date: 01/02/2025

  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.
  
  What is the refund amount?

  I received delinquent letter for years 2014, 2015 and 2016. I filed amended returns for the years from *********. Looking for refund all these years

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

  Business Response

  Date: 01/24/2025

  Dear Ms. ******************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In rejecting my offices previous response, the complainant advised that he received a delinquent letter for the 2014 2016 tax years. The complainant further advised that he filed amended returns for tax years 2017 2023 seeking refunds for all tax years. Please know that I have thoroughly reviewed the complainants account.
  
  As a preliminary matter, I am unable to verify the complainants claim that he received a delinquent letter for the 2014- 2016 tax years. Per my review, the complainant was issued a delinquent notice for the 2014 tax year on March 7, 2017, whereupon he subsequently remitted payment. Per my review of the complainants account, there are no delinquent balances for the 2015 or 2016 tax years, and I can find no record of any delinquent notice issued upon the same. If the complainants records do not match what I have detailed herein, the complainant may supply my office with account information,and I will promptly review.
  
   As detailed in my previous response, my office has expedited the issuance of a refund for the 2021, 2022 and 2023 tax year refunds. Please know that refund requests for the 2017 2020 tax years are barred by the applicable statute of limitations.The Local Taxpayer Bill of Rights provides that refund petitions shall be filed within three years after the due date for filing the [tax return] as extended or one year after actual payment of an eligible tax, whichever is later. 53 P.S. 8431(a)(1).
  
  Accordingly, my office is unable to issue the complainant refunds for the 2017 2020 tax years. As detailed previously, my office has granted the complainants refund requests for the 2021 2023 tax years. Per my review, the replacement check for this refund has been issued,and the complainant should receive the check shortly. As such, my office considers this matter resolved.
  
  My office appreciates the opportunity to resolve the concerns of taxpayers. Thank you for your attention to this matter.
  
  Very truly yours,
  
                                                                          KEYSTONE COLLECTIONS GROUP
  
  
                                                                          By:
                                                                                      *********** E. *******
                                                                                      General Counsel

• Initial Complaint

  Date:12/09/2024

  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 notice of intent to garnish wages for the tax year 2022 that Keystone claims I owe for school taxes. The letter was sent from them on November 12, 2024 via certified mail. Because I moved it was forwarded to my new address, and arrived today, 12/9/2024. I received no prior notification that I owed school taxes for the year 2022, as I have had taxes deducted from my pay checks.Additionally, I lost my job part way through the year of 2022 and am not even sure that the amount they say I owed is accurate. It appears they intend to garnish my wages and I have no recourse or even can offer to arrange a repayment plan.

  Business Response

  Date: 12/31/2024

  Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant alleged that Keystone attempted to collect delinquent local earned income taxes from him via wage garnishment without prior notice or the opportunity to enter into a payment plan. Please know that I have thoroughly reviewed this account. 
  
  As a preliminary matter, Keystone serves as Act 32 Tax Officer for the Washington County Tax Collection District (***).  In this capacity, Keystone is tasked with administering and collecting local earned income tax (EIT) from all political subdivisions located within the *** that assess an EIT.
  
  The Local Tax Enabling Act (LTEA) requires all taxpayers making earned income and/or net profits to file a local EIT return and to remit any outstanding tax liability with their resident tax officer. 53 P.S. 6924.502(c).
  
  Per my review of the complainants account, he has never filed a tax return with Keystone in accordance with his statutory obligation. Moreover, the complainant satisfied prior year tax delinquencies via monthly payments.
  
  Pursuant to the information exchange mandate between Keystone and the ********************************** (DOR), Keystone is supplied with limited earnings information used to identify potentially underpaid accounts.  This earnings information confirmed the balance listed on the complainants account.
  
              Per my review, the complainant was issued an initial delinquent notice on September *******. This notice affords taxpayers with the opportunity to remit payment, free of statutory penalty, within thirty (30) days. This notice was not returned to my office as undeliverable or unable to forward. The complainant did not respond to this notice.
  
  Pennsylvania law permits the collection of delinquent earned income taxes by wage garnishment. 53 P.S. 6924.702-703. Per my review of the complainants account, the complainant was issued a Notice of Intent to Garnish Wages by Certified Mail on November 12, 2024. This notice was forwarded to the complainants new address. In response, the complainant contacted Keystone wherein he questioned the figures contained on his notice. A Keystone representative advised of the complainants filing requirement, and detailed how the complainant could upload documentation in support of any dispute. The complainant never uploaded any documentation.  This complaint followed.
  
  As you can see, the complainant has been issued two (2) notices prior to any possible employer garnishment directive. As the complainant did not satisfy his delinquent account prior to the wage garnishment stage, my office is unable to offer a payment plan. To avoid wage garnishment, the complainant may remit payment in full.
              Finally,if the complainant disputes the balance listed on his account, he may supply documentation, such as W-2s, evidencing employer withholding or detailing some other dispute. Upon receipt of any documentation, my office will review and adjust accordingly. To avoid this issue in the future, the complainant should file local earned income tax returns with Keystone in accordance with his statutory obligation.
  
  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:
                                                                                      *********** E. *******
                                                                                      General Counsel