Business Profile

Collections Agencies

Keystone Collections Group

Headquarters

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Complaints

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

Customer Complaints Summary

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

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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:12/02/2024
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 moved to ************************************************************************ November 18 2020. I'm still at this current residence. Keystone collection group keep garnishing my wages for ********** PA school taxes. I keep telling them I do not live in ********** anymore. They even mail the letter to my home in ************* PA I don't understand the mix up. I submitted all new documents in October with my lease information and current bill. Yet again in November 232 garnish from my paycheck. I've been paying for 2 different school taxes since December 2020. I was told it will be taken care of and never has. I was told I will receive call backs and never gotten one. No one cares at this business to resolve anything. All I get is quick excuses. Yet here I am again with ******, I needed taken from my check. I want every dollar to the cent back that they took from me from 2020 to current year 2024.This is unacceptable. I asked multiple times to speak with a supervisor and they keep telling me in 24 to 48 hours one will get back to me. No one ever return my phone calls.
Business Response
Date: 01/06/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that Keystone attempted to garnish her wages for ******************************************* Occupation ******** disputing the underlying tax, the complainant advised that she no longer resides within the ***************. Please know that I have thoroughly reviewed the complainants account.

As a preliminary matter, please be advised that Keystone serves as the current and delinquent Occupation tax collector for the **************************. Occupation taxes are head taxes assessed on all adult employed residents of the School District. These taxes are due in full if a taxpayer resided in the School District as of July 1 of the billing year.

            Per my review of the complainants account, she was issued a 2023 Occupation tax notice on July 1, 2023. The complainant did not respond to this notice or remit payment, and was therefore issued a delinquent tax notice on January 17, 2024.The complainant did not respond to the delinquent tax notice and was issued a Notice of Intent to Garnish Wages by Certified Mail on March 20, 2024. This notice was returned to my office undeliverable, but a forwarding address was provided by ****. Accordingly, my office sent the Notice by Certified Mail on May 29, 2024 and First Class Mail on August 1, 2024. In the meantime, the complainant was issued a current 2024 Occupation tax bill on July 1, 2024.

            The complainant contacted Keystone on August 6, 2024. At the time, the complainant was able to exonerate her 2024 tax bill, but she was advised to supply documentation for the 2023 tax year. The complainant did not supply such documentation. The wage garnishment was accordingly issued to her employer on November 6, 2024.

            The complainant contacted Keystone on November 25, 2024 in response to the wage garnishment. She supplied documents evidencing that she did not reside in the *************** on July 1, 2023. Accordingly, the 2023 tax year was removed from her account on November 26, 2024 and the wage garnishment was released.The complainant was advised of the same. Due to a delay with the complainants employers release of the garnishment, the complainant was garnished. However,as the complainant was advised, any garnished funds would be returned to her.Per my review, the complainant was issued a refund of garnished funds on December 26, 2024.

            As detailed above, the tax is assessed on individuals residing within the School District as of July 1 of a given tax year. It is possible for a delinquent tax notice to be issued to a taxpayers address in another municipality due to a move. Nevertheless, taxpayers who dispute their per capita / occupation tax bill can enter exemption information in Keystones online portal or via mail or fax. As the complainant moved out of the School District prior to July 1, 2023,she was exempt from the tax, her account has been closed, and this matter is resolved.

I appreciate the opportunity provided by the BBB to resolve the concerns of taxpayers and improve our processes.

Thank you for your attention to this matter.

                                                                        Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******
                                                                                    General Counsel
Initial Complaint
Date:11/19/2024
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.
Good Morning, I am filing this complaint on behalf of myself. Keystone collection group sent me a delinquent earned income tax notice for 2021. Upon further review of my taxes filed in ************ in 2021 all ******************** district / ***************** was "INSTRUCTIONS FOR FILING 2021 BUSHKILL Income Tax. Your tax obligation is exactly met. No additional tax is due." I have tried reaching out to this company multiple times, nobody answers the phone, you cannot reach a resolution or click a button for them to prompt you to help.
Business Response
Date: 11/21/2024
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant alleged that Keystone sent her a delinquent local earned income tax notice. The complainant further advised that her tax obligation was met pursuant to a statement made by H&R Block. Please know that I have thoroughly reviewed this account.

As a preliminary matter, Keystone serves as Act 32 Tax Officer for the Northampton 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).

The complainant supplied a copy of her 2021 Federal,State and Local Tax return packet prepared by H&R Block with this complaint. Per my review, please know that the local earned income tax return,while prepared for the taxpayer by H&R Block, was never actually filed with Keystone. Please be advised that third party tax preparers frequently do not directly file local earned income tax returns with Keystone. Rather, it is the taxpayers responsibility to ensure that the local earned income tax return is filed with the Tax Officer.

Pursuant to the information exchange mandate between Keystone and the ********************************** (DOR), Keystone is supplied with limited earnings information used to identify potentially underpaid accounts. Importantly, pursuant to Act 166 of 2002, the definition of earned income taxable at the local level is nearly identical to the definition of compensation taxable at the state level. This earnings information confirmed the balance listed on the complainants account.

            Per my review, the complainant was issued an initial delinquent notice on October ******. This notice affords taxpayers with the opportunity to remit payment, free of statutory penalty, within thirty (30) days. The complainant did not respond to this notice. The complainant was issued follow-up notices on November *******, and October 22, 2024. The October 22, 2024, notice gave rise to this complaint.

            I have reviewed the complainants tax return supplied with this complaint. Please be advised that the complainant underreported her taxable income on her local earned income tax return. Based upon the information supplied, there is no reason why the complainants taxable state level compensation should differ from her local level earned income. Further, state law requires the imposition of statutory penalty and interest when the tax is not paid when due. Moreover,Keystone is authorized to assess reasonable collection costs pursuant to Act 192 of 2004, as ratified by the taxing authorities. Accordingly, the balance listed on the complainants account was correctly determined and must stand.

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: 11/22/2024
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. After speaking with H&R Block, April stated the tax was charged on the Florida income. I have attached my description from my taxes that state my taxes for Bushkill my tax obligation is exactly met. No additional tax is due. H&******* has filed my taxes for years and I have never been held responsible for submitting separate documents for all the years I filed my taxes in ************. I would also like to note, the first time i received any notice about this was on October 30th 2024. I did not receive anything years prior. My delayed response was due to not being able to get in contact with H&R Block regarding my 2021 taxes. please refer ***** ******* from H&R Block to discuss this matter. I have called her 3 times at the ******** branch since yesterday and have not gotten a response from her. As stated, here is a snippet of my taxes saying my Bushkill tax obligation is exactly met.

Regards,

****** ****
Business Response
Date: 12/04/2024
Dear Ms. ******************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her rejecting my offices response to her complaint, the complainant reiterated that her tax obligation was met pursuant to a statement made by H&R Block. By way of further response, the complainant advised that the difference in reported income represents income she earned in *******. Please know that I have thoroughly reviewed this account, and the account balance stands.

As detailed in my previous response, pursuant to Act 166 of 2002, the definition of earned income taxable at the local level is nearly identical to the definition of compensation taxable at the state level. Importantly, state and local income tax is assessed based upon residency, which at the local level is determined by domicile, the fixed place of abode which, in the intention of the taxpayer is permanent rather than transitory. See 53 P.S. 6924.501.

That is, there is no source income requirement for taxation in ************. It is not relevant that the difference in earnings represents income earned in *******. As a full year Pennsylvania resident, the complainant is responsible for income tax on all income earned during the tax year. Moreover, the complainant reported this income as taxable for state level personal income tax purposes. There is no reason why this income would be taxable for state, but not local earned income tax purposes.

In situations where taxpayers are double taxed on income by another state, the law permits taxpayers to claim a credit thereupon. However, Florida does not assess an income tax, and this income was not double taxed.

As detailed in my previous response, the complainant did not file her tax return with Keystone. However, upon review of the documentation provided, my office has determined that the complainant has underreported her taxable earned income based upon the above. The balance listed on her account stands.

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: 12/04/2024
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 am declining this matter because I was not a full legal resident in the state of ************ in 2021. I attached my **************************************************** *********** **. I worked in ************ for less than 2 months, all of this information is evident as I worked in ********* and also ******* in the 2021 year. I was a full time student at the ********************* as also stated in my taxes, providing my proof that I did not live in ** for the **************************** the prior message from Keystone. I have not lived in ************ since 2020 where all of my taxes were filed with the same H&R Block Branch in ********. I have permanently resided in ******* since December 2020. As stated in my prior response ***** ******* needs to be contacted for this as she was responsible for my taxes in 2021. I have tried multiple times via email and call and she will not answer my calls her number is ************.

Regards,

****** ****
Business Response
Date: 12/05/2024
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her rejecting my offices second response to her complaint, the complainant reiterated that her tax obligation was met pursuant to a statement made by H&R Block. By way of further response, the complainant advised that she was not a full year resident of ************ for the tax year at issue as she was a college student in *******. Please know that I have thoroughly reviewed this account, and the account balance stands.

As a preliminary matter, please see my previous two responses regarding the taxability of the complainants income. For purposes of this response, and to avoid duplication, I will restrict my analysis to the issue of the complainants residency.

Please be advised that the complainant filed both her Pennsylvania state personal tax return and local earned income tax return as a full year resident of ************ and associated local municipality and school district. A taxpayer cannot be a Pennsylvania resident without also residing in a constituent Pennsylvania municipality and school district.

Nevertheless,based upon the complainants representations in her complaint, she was correctly determined to be a full year resident. For purposes of local earned income taxation, a taxpayers residence is defined as their domicile which is the fixed place of abode, which in the intention of the taxpayer, is permanent rather than transitory. 53 P.S. ********. ********, actual residence is not necessarily domicile[.] Id. As a college student, a status which is by definition transitory, the complainant could not have claimed domicile in ******* unless she obtained actual legal residence in *******. The complainants tax filings indicate actual residence, but not domicile, in ******* for a portion of the tax year. Accordingly, the complainants taxes were properly filed insofar as the complainant claimed full year residency in ************.

As detailed in my previous response, the error contained on the complainants tax returns represents the improper allocation of source income in determining taxability. As stated therein, it does not matter where the income was earned;rather, if the complainant was a full year resident of ************, all income earned in the tax year is fully taxable. The complainant reported all income as taxable at the state level, and there is no reason why this income would be taxable for state, but not local earned income tax purposes.

            Accordingly, the balance listed on the complainants account stands. My office has at all times handled the complainants account appropriately. 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:11/18/2024
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.
11-18-24 10:30 am I called Keystone to try to make arrangements for payments on my 2023 **************** Taxes I spoke with ***** I provided my parcel number: 500-001-00-05-0009-00 Account ****** Invoice FJF74JKJ5 I explained that my Keystone has my first name misspelled they have Rental when my name is spelled ****** she said this is how it us listed with **************************** when I explained Keystone needs to make the correction she said no my name is correct in thier records I asked to speak with the Supervisor she hung up the phone.I called the **************************** and they verified in their records my name waw spelled correctly and information was correct. It took 45 minutes again before I was able to speak with someone named ***** at 11:45 am I explained everything again about my name being incorrectly spelled and I needed to make payment arrangements, she said their records have to be verofied, again I asked to speak with a Supervisor and said I was confusing her.She hung up.
Business Response
Date: 11/26/2024
Dear Ms. ******************** you for providing my office with the above-reference consumer complaint. The complainant alleges that Keystone mailed her a delinquent tax notice that had her name misspelled. Further, the claimant wants to establish a payment plan to resolve her delinquent account.

First, Keystone Collections Group serves as the delinquent real estate tax collector for ********************* District. Annually, the Districts tax collector provides to Keystone a list of taxpayer accounts where the tax liability has not been satisfied. I reviewed this data file and confirmed that the complainants name was misspelled in that data file. I am not sure whether the misspelling originated with the County Assessment Office or the local collector. Regardless, Keystone has updated its records to correct the misspelling.

Second, in review of the complainants account it appears that complainant spoke with a Keystone on November 20, 2024, and established a payment plan.

            As Keystone has updated the complainants account to correct the spelling error and as the complainant established a payment plan, my office considers this matter resolved.

            Thank you for the opportunity to address the taxpayers concerns.

                                                                        Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******
                                                                                    General Counsel
Initial Complaint
Date:11/09/2024
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 am writing to express my deep concern and frustration over receiving yet another notice claiming I am delinquent on earned income tax for a township in which I do not reside. Despite previously disputing similar delinquent tax notices for the years 2020 and 2021and providing all requested documentation to confirm my correct residencyI was assured that my account had been adjusted accordingly.However, I have now received the same type of delinquent notice for the year 2022. It is unsettling and feels almost harassing that I am required to repeat this process despite already submitting the necessary documentation confirming my residency outside of the township in question.I respectfully request that your office updates its records to accurately reflect my residency and ensure that neither I nor any member of my household receives further delinquent notices for this township. Please confirm in writing that my information has been corrected in your system to prevent this recurring issue.
Business Response
Date: 11/14/2024
Dear Ms. ******************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that Keystone sent him a delinquent local earned income tax (EIT) notice for an area in which he did not reside. The complainant further detailed a similar issue for prior tax years. Please know that I have thoroughly reviewed the complainants account.

As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Delaware 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 (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 EIT, like all other income-based taxes, are self-reporting. Per my review of the complainants account, he did not file a tax return with Keystone for the tax years at issue.

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 complainants delinquent notice were taken directly from the earnings information supplied by the **** which represents figures the complainant listed on his PA 40 personal income tax return.

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).

The complainant is correct that prior tax years were previously disposed of. However, this matter concerns the turnover of the 2022 tax year. Each tax year is unique, and circumstances present in a previous tax year may not apply to subsequent tax years. Per my review, the complainant was issued an initial delinquent notice on October 17, 2024. This complaint followed.

In response to this complaint, my office has independently verified the complainants residency and updated our records. The complainant will receive a letter indicating that his account is cleared. Accordingly,this matter is 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:11/08/2024
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 delinquent tax notice last month from Keystone stating that I owed from 2022. I wasn't aware that my employer wasn't deducting local taxes from my paycheck and that that was something I had to do. I contacted keystone to see if I could set up a payment plan because I couldn't afford the amount that they stated I owed in one lump sum and instead received an email stating that they weren't able to offer a payment arrangement because there was an intent to garnish. I want to know how can an intent to garnish be executed not even 30 days after I received notification.
Business Response
Date: 11/14/2024
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant alleged that Keystone attempted to collect delinquent local earned income taxes from her via wage garnishment. The complainant further advised that Keystone would not offer her a payment plan in lieu of wage garnishment. Please know that I have thoroughly reviewed this account.

As a preliminary matter, Keystone serves as Act 32 Tax Officer for the Northampton 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, she timely filed a 2022 local earned income tax return with Keystone. This tax return listed a balance due; however, the complainant did not remit payment with her tax return.

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 12, 2024. This notice affords taxpayers with the opportunity to remit payment,free of statutory penalty, within thirty (30) days. 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 October 31, 2024. This complaint followed.

The complainant had several opportunities to remit her tax liability. Despite reporting a balance due on her tax return, the complainant did not remit payment. Further, the complainant was given the time period between September 12, 2024 and October 31, 2024 to reconcile her account. As the complainant did not satisfy her 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.

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: 11/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

****** *******
Initial Complaint
Date:11/02/2024
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 got a delinquent tax notice from them last month (October 2024) for taxes due to EASTON ASD/****** in ** for 2022. I did not live in that area in 2022. I moved to ****** in January of 2023 after securing an apartment in December of.2022,They insist I owe for earned income. I retired in 1999 and have had no earned income since. When contacted they say the State tells them I paid taxes that year, but not what they were for. Keystone just makes up their own tax statement and insists you pay. They say legal action and fines will happen if you do not pay. They say they do not have to prove you owe it, but you have to prove you don't owe it. They tried the same thing last year for the city *********, **, where I did live. It took weeks and the help of my local congressman to get that settled.
Business Response
Date: 11/12/2024
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised Keystone issued him a delinquent local earned income tax notice for the 2022 tax year, which he disputed. In support, the complainant advised that he did not reside in the taxing jurisdiction. He further detailed a similar issue for a previous tax year. Please know that I have thoroughly reviewed this account.

As a preliminary matter, Keystone serves as Act 32 Tax Officer for the Northampton County Tax Collection District (TCD). 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 did not file any tax returns with Keystone for either the 2021 or 2022 tax years. Please be advised that compensation taxable at the state level matches earned income taxable at the local level. 53 P.S. 6924.501.

Pursuant to the information exchange mandate between Keystone and the ********************************** (DOR), Keystone is supplied with limited earnings information used to identify potentially underpaid accounts. The figures listed on the complainants delinquent tax notice were taken directly from the **** earnings information, which represents the compensation the complainant reported on his 2021 and 2022 PA 40 Personal Income Tax returns. As the complainant did not file local earned income tax returns he was issued delinquent tax notices.

            The complainant references the 2021 tax year, in which he received a notice for *********, **. For this tax year, the *** earnings information reflected that the complainant reported his normal retirement distribution as taxable compensation. Such income is not taxable for state or local income tax purposes. Accordingly, upon receipt of the complainants 1099-R, my office closed his delinquent account. If the complainant believes that this occurred again in 2022, he should supply his 1099-R to my office.

            Further,the complainant advised that he resided in *********, ** in 2022, not *********************. Please be advised that ************** is also located within the Northampton County Tax Collection District. As a result, if the balance listed on the complainants account should stand, it would be due to **************,rather than *********************. For this reason, the complainant should supply documentation detailing the taxability of his income, and my office will review and adjust 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:
                                                                                    *********** E. *******
                                                                                    General Counsel
Customer Answer
Date: 11/12/2024
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.
They simply said they collect taxes and do not have to prove anything. They made up the bill with little or no information showing I have earned income. They refuse to do anything with no legitimate effort to find the correct information. They just send bills to people that do not owe them and try to scare them into paying.

Regards,

******* *********
Initial Complaint
Date:10/17/2024
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.
Keystone Collections Group has been harassing me for years even though i have submitted the paperwork to prove i didnt make what they are saying. Around 2019 i started getting delinquent earned income tax notices. They sent to my employer but its a scam as I have submitted the forms and requested paperwork over and over. This company is trash and needs to be dissolved. I have submitted my w2s and resolved this issue but just got another delinquent earned income tax from 2017. Which is so weird because the company i have been working for has been bought and they contacted the new company to see if they could scam and get the money and attached a wage garnishment. In January 2021, I spoke to ******** and she sent me a secure email where i uploaded the w2 and it was resolved but for some reason here we go again and i uploaded on the website as well. Makes no sense and im confused why this company is even in business still. I want this company to leave me along and remove this bullcrap wage garnishment!!
Business Response
Date: 10/22/2024
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant alleged that Keystone attempted to collect delinquent local earned income taxes from her via wage garnishment. The complainant further advised that Keystones figures are incorrect and she does not owe the tax. 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.

Neither Keystone nor the underlying tax are a scam 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, she has never filed tax returns with Keystone in accordance with her statutory requirement.

Pursuant to the information exchange mandate between Keystone and the ********************************** (***), Keystone is supplied with limited earnings information used to identify potentially underpaid accounts. A review of earnings information supplied by the *** indicates that the complainant reported taxable compensation to the state of ************ for which she did not remit local earned income taxes.

More specifically, the figures listed on the complainants account correspond directly to the income reported to Keystone by the ***. That is, this income corresponds to the taxable compensation the complainant reported on her 2017 PA 40. Per my review the complainant was issued an initial delinquent notice on May 8, 2020. Throughout the past several years, the complainant has not accounted for the income disparity between the documentation she supplied and the figures reported by the ***.

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 January 13, 2021. As the account was not reconciled, the wage garnishment was issued to the complainants employer on March 10, 2021; however, the complainants employer never complied with the garnishment. Ultimately, the complainants employer was updated on October ******, giving rise to this complaint.

In response to the wage garnishment, the complainant supplied additional documentation. While neither the complainant nor my office can account for the discrepancy between the complainants figures and the ***s figures, I am satisfied that the complainant filed her PA 40 on her figures.While it is possible that the *** adjusted the complainants taxable income due to the discovery of additional taxable income, such as an early 401(k)distribution, my office is declining to proceed any further with this matter.The complainants account has been closed, and the garnishment will be released. Should the complainants employer remit any payments in accordance with the garnishment directive, said monies will be refunded directly to the complainant. I note that this situation could have been avoided had the complainant properly filed a local earned income tax return with Keystone in accordance with her statutory obligation. Nevertheless, the complainant should begin filing tax returns to avoid future issues.

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:10/08/2024
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.
Keystone had already garnished my wages for $9,102.91 for local tax from 2014 to 2020, which I have paid as of today $7,000 of this payment already! I still owe $3,310.95 as of today! I just received a continuation for wage garnishment for $3,686.04 for years 2019 to 2021! 2 of those years were already put into the first wage garnishment and I am being charged double for year 2019 and 2020! I have attempted to call keystones several times with wait times last over an hour with hang up and when I request a call back no one calls back! Most of their charges are "penalty" charges and now I have to pay 2 years that's I've already paid and I am not getting an answer! I don't mind paying what I owe since my job wasn't paying my local taxes but the penalties and wage garnishment without allowing me to make payments or have other options isn't fair in this already hard economy!
Business Response
Date: 10/21/2024
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that his wages were garnished by Keystone for delinquent local earned income taxes. The complainant advised that he is being charged double based upon his receipt of a garnishment Continuation notice.Please know that I have thoroughly reviewed this account.

As a preliminary matter, Keystone serves as Act 32 Tax Officer for the Northampton County Tax Collection District (TCD). In this capacity, Keystone is tasked with administering and collecting local earned income tax (***) from all political subdivisions located within the *** that assess an ***.

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 did not file local earned income tax returns with Keystone for the tax years in question in accordance with his statutory requirement.

Pursuant to the information exchange mandate between Keystone and the ********************************** (***), Keystone is supplied with limited earnings information used to identify potentially underpaid accounts. A review of earnings information supplied by the *** indicates that the complainant reported taxable compensation to the state of ************ for which he did not remit local earned income taxes.

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 several delinquent tax notices culminating with a Notice of Intent to Garnish Wages concerning the 2014 2020 tax years. This wage garnishment was initiated on May 23, 2023.

When the *** turns over an additional delinquent year,Keystone updates the balance on the wage garnishment to reflect the added tax year. At such time, a taxpayer is issued a Continuation Notice. This notice affords the taxpayer with the opportunity to dispute the figures contained on the added tax year or remit payment, without statutory penalty, to satisfy the tax year prior to the years addition to the existing wage garnishment. Per my review, the complainant was issued a Continuation Notice on August 24, 2023 where in the 2021 tax year was added to his garnishment.Further, the complainant was issued a Continuation Notice on September 17, 2024 wherein the 2022 tax year was added to his garnishment. This complaint followed.

As another tax year was turned over as delinquent,Keystone has properly accounted for all payments received from the complainants employer. The updated balance simply applies to a new tax year. That is, the complainant is not being double charged for any tax years already satisfied. Rather, the complainant has satisfied the 2014 2018 tax years via wage garnishment, leaving a balance for the 2019 2022 tax years. The Continuation Notice lists the outstanding account balance.

State law requires the imposition of statutory penalty and interest when the tax is not paid when due. Further, Keystone is authorized to assess collection costs pursuant to Act 192 of 2004, as ratified by the Northampton ******************************** All penalty, interest and collection costs assessed on the complainants account have been added in accordance with state law.

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:10/01/2024
Type:Delivery 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 2-7-2024, I ******** ***** mailed my 2023 local taxes. I called Keystone Collection Group to verify the receipt of local taxes and to tell them that my taxes were sent to Jordan Taxes instead of Keystone Collection Group. As was the previously done. I ******** called Keystone Collection Group called to let Keystone Collection Group so that I would receive my refund check in the 2-month allotted time. It is October 2024 and still no refund check.
Customer Answer
Date: 10/04/2024
Please send refund to POB 99221
********** PA 15233

Business Response
Date: 10/14/2024
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her follow-up to my offices response, the complainant reiterated that she has not yet received her refund.

            As mentioned in my offices previous response, the over-withheld funds remained with the Tax Officer for the Allegheny Central Tax Collection District, which is a company other than Keystone. As such my office requested these funds from the other company, who agreed to remit them back to Keystone. In my previous response, I advised that upon receipt, my office will issue the complainant her refund.

            There is unfortunately a delay associated with Tax Officer distributions of claimed funds. However, my office has recently received the funds from the other Tax Officer. Please note that the complainants refund has been adjusted slightly,as the complainant filed her local earned income tax return based upon a tax rate of 1.45%; however, her resident political subdivision assesses tax at the rate of 1.5%. Accordingly, a refund in the amount of $1,142.00 will be issued to the complainant next week.

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: 10/16/2024
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 do not accept the amount of $1142. I paid $1230.00 in taxes at the rate of 6% more 1.45%. I would like everything Jordans tax send, plus interest for nearly a year. Please send my full amount paid.
Regards,

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

Customer Answer
Date: 10/17/2024
Hi
This is my tax return filed in February
My complaint number is 22368004.
Thank you
Customer Answer
Date: 10/23/2024
******** ***** Complaint # ********

Paid my taxes of ***** total $1078.
I should of received a refund of $1234 in February 2023, it is now October 2024.
Please help me get my money.

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

Business Response
Date: 11/04/2024

Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her follow-up to my offices response, listed at Complaint ID ********, the complainant disputed the refund my office issued to her.

            As mentioned in my offices previous response, [p]lease note that the complainants refund has been adjusted slightly, as the complainant filed her local earned income tax return based upon a tax rate of 1.45%; however, her resident political subdivision assesses tax at the rate of 1.5%. Accordingly, a refund in the amount of $1,142.00 will be issued to the complainant next week.This refund concerned the 2022 tax year and was mailed to the complainant in November of 2023. This refund was appropriately issued to the complainant and she is due no additional funds for the 2022 tax year.

            The requested $1,234.00 refund at issue concerns an overpayment for the 2023 tax year. As with the complainants 2022 taxes, the complainants employer withheld her local earned income taxes at the **************************** / ***************** District resident rate of 3.0%. The complainant filed her local earned income tax return as a resident of a Keystone political subdivision assessing a resident earned income tax at the rate of 1.5%. However, the additional funds were kept by the Tax Officer for the Allegheny Central Tax Collection *********** response to the communications with the complainant, my office filed a claim with said Tax Officer. The claim was accepted. On September 19, 2024, the complainant contacted my office to inquire as to the status of her refund. At the time, and we advised the complainant that the refund could take up to 60 days.

            I have reviewed the complainants account and have expedited the issuance of the complainants refund. A refund in the amount of $1,183.00 should be issued to the complainant soon. Please be advised that this refund amount differs slightly from what the complainant requested because she filed on Federal taxable wages, rather than Pennsylvania state taxable wages. Accordingly, the complainant slightly underreported her taxable income.

I note that the complainant should update her residency documentation with her employer to ensure that her local earned income taxes are withheld properly in the future.

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:10/01/2024
Type:Customer Service 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 have been attempting to work with representatives at Keystone for 5+ months now regarding an issue with my 2023 tax refund. Initially, I received a request for additional documentation supporting my refund and was told documents sent by my accountant were illegible. Fast forward to October, I have called almost weekly to try and get an answer on my account status. The city in which I live is claiming their contact at Keystone states my Q4 income tax was not received by my employer, which is impacting my anticipated refund. Since these taxes are paid via payroll deductions, I contacted my payroll department who shared all payments were sent quarterly (breakdown attached) via ADP. Each time I call Keystone, I am forced to explain my issue in detail to which I am then told they need to research and/or speak with a supervisor. I am often promised a call back to which I never receive. Most recently, today I spoke with two different people both named ****. **** #1 promised a call back. Keystone only accepts phone calls until 4pm via their phone system. I called at 3:51 and asked to stay on the line to speak to **** #1 for a status update. At 4:12 **** #2 asked if I wanted to continue to hold or "wait until morning" to which I said "I'll stay on the line". She then proceeded to hang up on me. I hope this call is recorded (called from phone #************).This poor service is typical of my experience each time I call Keystone. All I want is for Keystone to definitely confirm whether or not my 2023 Q4 payment was received in the amount of $466.45. If it was, I need whatever hold is placed on my account removed, and I need this communicated (by Keystone) to the city of ****** so that my full refund can be issued. I have been told for several weeks now it was not received, but my efforts in working with ****** and my employer all suggest it was sent to Keystone.Please call me back with someone who can resolve and provide update
Business Response
Date: 10/14/2024
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that she has not received her local earned income tax refund for tax year 2023. Please know that I have thoroughly reviewed the complainants account.

            Please be advised that this matter is not a typical local earned income tax overpayment. Rather, the ************** is a Keystone Opportunity Zone (KOZ)which affords residents unique benefits. Specifically, residents of the *** are exempt from local taxes. This process, however, is administered by the City of ******. Typically, if a taxpayer overpays on their local earned income taxes, Keystone issues the taxpayer a refund of the overpayment. In cases of a KOZ, Keystone does not issue any refund; rather, Keystone forwards all tax payments and withholdings to the City, who handles the issuance of the refund.

            In this case, Keystone has only received local earned income tax withholdings for quarters 1, 2 and 3 of 2023. Keystone has not received Q4 2023 local earned income tax withholdings from the complainants employer. All of the funds issued to Keystone were sent to the City of ******, who is tasked with refunding the complainants taxes.

            Per my review, Keystone has contacted both the complainant and the City and advised of this issue. On October 3, 2024, the complainant advised that she would investigate this matter as she believes there is an issue between her employer and payroll provider. Once Keystone receives the Q4 withholdings, my office will forward the same to the City, who will then refund the funds 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:
                                                                                    *********** E. *******, Esquire
Customer Answer
Date: 12/05/2024
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 been working to resolve an issue since May where my employer made an error and failed to submit my earned income tax payments for Q4 of 2023. As of 10/29/24, this has been resolved and an amended return has been sent via ADP electronically to Keystone for the missed amount of ******. My issue now is that I want to confirm with Keystone this has been received, before I contact the city for my refund. No one I speak to can speak intelligently to this scenario or provide any information. I call 2-3x a week for over a month. Most times, I am told a supervisor need to be contacted and they'll "call me back" and then nothing. Im then forced to call again and reexplain the whole situation. Can anyone tell me if this has been received? That's all I want is confirmation the missed payment has been processed. If no, what is a realistic processing timeframe? It has been over a month but I have no idea. I attached the confirmation from my employer with a reference ID for the payment. It should be for ****** (Q4 2024) Please help I've wasted so much time and this is withholding my KOZ refund from the city.

Regards,

*** *****
Business Response
Date: 12/18/2024
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her response, the complainant raised additional concerns related to her Keystone Opportunity Zone (KOZ) refund request.Specifically, the complainant advised that her employer remitted Q4 2023 local earned income tax (EIT) withholdings to Keystone on October 29, 2024; yet Keystone has not remitted the funds to the City of Easton so that she could receive a return of the same. Please know that I have thoroughly reviewed the complainants account.

            As detailed in my previous response, in cases of a KOZ, Keystone does not issue any refund; rather, Keystone forwards all tax payments and withholdings to the City, who handles the issuance of the refund. At the time of the complainants original complaint, Keystone had only received local earned income tax withholdings for quarters 1, 2 and 3 of 2023.

            ****************** never received the funds allegedly remitted to Keystone on October 29, 2024. The complainant was advised of the same on December 5, 2024. On December 4, 2024, my office contacted the complainants employer inquiring as to the status of the Q4 withholdings. On December 10, 2024, my office explained to the employer that the funds were never received from the employers third-party payroll administrator. On December 12, 2024, my office was advised by the payroll administrator that the funds were reissued. On December 17, 2024, my office received the funds at issue.

            Accordingly,the Q4 2023 EIT withholdings will be applied to the complainants account and remitted to the City of ****** during the Citys next EIT disbursement.Thereafter, the complainant may recoup the funds from the City.

            As you can see, Keystone went above and beyond by contacting the complainants employer and the employers third-party payroll administrator in acquiring these funds. Having received the funds, the complainant should receive her refund from the City soon. My office therefore considers this matter resolved.

I appreciate the opportunity provided by the BBB to resolve the concerns of taxpayers and improve our processes.

Thank you for your attention to this matter.

                                                                        Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******, Esquire
Customer Answer
Date: 12/19/2024

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,

*** *****

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