Business Profile
Collections Agencies
Keystone Collections GroupHeadquarters
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Complaints
This profile includes complaints for Keystone Collections Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 222 total complaints in the last 3 years.
- 65 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/27/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Filing complaint against Keystone Collections Group.*****, Pa Received notice to pay occupational tax for 2024 for ********************* district.I am a Retired teacher *************** May I paid tax.. $245.00. Check number 8549. In July received form to pay tax..and already had paid in May. Saw I was actually exempt from tax because of age..over 65.I requested a refund. I have called many time and never get response. I wrote them and they respond they will call. They never call. It has been almost two weeks and never respond back. I need my refund of $245.00 .******* ****** My account is number *********. Thank you.Business Response
Date: 10/22/2024
Dear Ms. ******************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. ********************************************* appreciates the opportunity to resolve the concerns of taxpayers. In her complaint, the complainant advised that Keystone issued her a 2024 ************** Occupation Tax Notice. The complainant advised that she remitted payment, but subsequently realized that she was exempt from the tax. Accordingly, the complainant requested a refund of her payment.As a preliminary matter, Keystone serves as the current and delinquent Occupation Tax collector for *************** The Township assesses an occupation tax on all adult employed residents of the Township. The Township affords an exemption for employed individuals over the age of 65.
There is unfortunately a delay associated with my offices review of exemption requests and corresponding occupation tax refunds. In response to this complaint, my office issued the complainant her refund on October 4, 2024. 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 CounselInitial Complaint
Date:09/23/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got a wage garnishment notice from 2021 for Saucon valley tax's i have never worked in ************* in 2021 nor was I fully living in ** in 2021 i was working in ********** and living in ******** pa very part time. the fact that my wages are going to get garnished for a mistake is ridiculous now i have to submit old tax forms because of that!Business Response
Date: 09/27/2024
Dear Ms. ******************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that Keystone sent her a delinquent local earned income tax (EIT) notice and thereafter attempted to garnish her wages. The complainant advised that she did not reside in the political subdivision wherein the tax was assessed. 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 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 ***, like all other income-based taxes, are self-reporting. Per my review of the complainants account, she did not file a tax return with Keystone for tax year 2021.
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. Moreover, the information supplied by the *** evidenced that the complainant filed her 2021 PA 40 as a resident of *************************************************.
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).
Per my review, the complainant was issued an initial delinquent notice on September 14, 2023. 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. The complainant did not respond to this notice.
The LTEA authorizes the collection of delinquent local earned income taxes by wage garnishment. 53 P.S. 6924.702-703. The complainant was issued a Notice of Intent to Garnish Wages by Certified Mail on February 15, 2024 and First Class Mail and May 2, 2024. Receiving no response, a wage garnishment notice was issued to the complainants employer on June 13, 2024.
On September 23, 2024, the complainant contacted Keystone and was advised to submit an information supplement form indicating her place(s) of residency for the 2021 tax year and accompanying tax forms. The complainant uploaded both documents the same day, which claimed residency outside of the Tax Collection District for all of 2021. The complainants account was closed on September 26, 2024. 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 CounselInitial Complaint
Date:09/13/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Keystone is attempting to wage garnishment for a previous address despite having accepted the tax for another borough.This is clearly an attempt to collect double taxes. While it could be passed off as incompetence due to a software their system is clearly designed for plausible deniability so they can collect taxes multiple times from unaware people.Business Response
Date: 09/27/2024
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that Keystone attempted to garnish his wages to collect a tax that he paid to another taxing authority. Please know that I have thoroughly reviewed the complainants account.
As a preliminary matter, please be advised that this matter concerns Keystones assessment of delinquent per capita and occupation taxes. The taxes the complainant advised Keystone accepted for another borough are local earned income taxes. Please know that per capita/occupation taxes are separate and distinct from local earned income taxes.
Keystone serves as the Act ***************************************************************** this capacity, Keystone is responsible for the administration and collection of local earned income taxes from all communities in **************. Keystone also serves as the current and delinquent per capita and occupation tax collector for Penbrook Borough. Per capita taxes are head taxes assessed on all adult residents of the Borough. Occupation taxes are head taxes assessed on all adult employed residents of the Borough. These taxes are due in full if a taxpayer resided in the Borough as of July 1 of the billing year. For this reason, it is possible that a taxpayer might file and pay local earned income taxes to a different political subdivision for a portion of the year.
Per my review of the complainants account, he was issued a 2023 per capita/occupation tax notice on February 1, 2023. The complainant did not respond to this notice or remit payment, and was therefore issued a delinquent tax notice on February 14, 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 May ******* and First Class Mail on July 17, 2024. On July 10, 2024, the complainants spouse contacted Keystone and advised that they moved out of the Borough in February of 2023, and was directed to file an exemption form. No exemption form was filed, and the wage garnishment was issued to the complainants employer on August 21, 2024.
On September 4, 2024, the complainants spouse again contacted Keystone and was advised to file an exemption form. The exemption form was ultimately filed with Keystone, and this matter was closed on September 20, 2024.
As detailed above, the tax is assessed on individuals residing within the Borough 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 Borough prior to July 1, 2023, he was exempt from the tax, 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 CounselInitial Complaint
Date:09/10/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Keystone sends a fire hydrant tax annually to my address. The bill was not received this year, however I did receive a reminder notice on August 1st with a penalty fee included. The penalty fee is $35 on an original bill of $45.70 with no explanation given other than that is the fee. Again, the original bill was never received but I am told that it was sent May 1st and I have no record of missed payment over the past 7 years. This is an extremely high fee with no explanation on a relatively low bill. While low cost overall, this seems to take advantage of the property owner.Details:- Fire hydrant tax 2024 - account ****** - invoice VKZ 82S 4F2 - property *****************- amount due if $80.70 on an original bill of $45.70 after 3 months - supervisor mentioned a 6% late fee applied however no explanation for the additional 70% being chargedBusiness Response
Date: 09/10/2024
Dear Ms. ********************************************************************************* Thank you for providing my office with the above-referenced complaint. The complainant states that he recently received a 2024 New Garden Township Fire Hydrant Tax reminder notice. Please know that I have reviewed the complainants account.
As a preliminary matter, Keystone Collections Group serves as the current and delinquent collector of New Garden Townships Fire Hydrant Tax. Keystone initially mailed the complainant a 2024 tax bill on May 1, 2024. The bill was mailed to the same address reported in the BBB complaint and was not returned to Keystone as undeliverable. Therefore, it is presumed to have been delivered. That notice stated that if the tax is not paid by the June 1, 2024 due date the balance will begin to accrue interest at the annual rate of 6%. It further stated that if the tax is not paid timely, the Township will assess a penalty of $35.00 dollars. As the tax was not paid when due, Keystone issued a reminder notice prompting this complaint.
My review of the account indicates that Keystone has acted appropriately at all times. The original bill was mailed to the proper address and not returned, and the penalty and interest were assessed as directed by the Township. Therefore, 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 CounselCustomer Answer
Date: 09/11/2024
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.
My concern points back to the May 1st notice that was presumed to have been delivered. I can confirm that it was not and my ask is for consideration of the removal of the $35 penalty fee attached to a $45.70 bill. Given that I have been in good standing since moving to the property in 2015 and immediately responded to Keystone upon receiving the reminder notice -which contains no detail around the original charge, Township penalty, or 6% interest rate- this would be a fair, one-time resolution.Respectfully,
**** *******Business Response
Date: 10/01/2024
Dear Ms. ********************************************************************************* Thank you for providing my office with the complainants response wherein he restates that he did not receive the bill. As I explained, Keystone mailed the complainant his bill to the proper address and it was not returned to Keystone as undeliverable. ************ follows the mailbox rule which creates a rebuttable presumption that that the bill was mailed. Unfortunately, under Pennsylvania law, a denial of receipt is not sufficient, in itself, to rebut this presumption. ********* v. ********************* 317 A.2d 584, at 585 (Pa. 1974). Similaraly,courts have held that, it is well-established that the presumption under the mailbox rule is not nullified solely by testimony denying receipt of the item mailed. Samaras *. ********, 698 A.2d 71, at 73 (Pa. Super. Ct. 1997) citing, ***************************************** *. ******, 606 A.2d 544, at 545 (Pa. *****. Ct. 1991).
As Keystone acted properly, I am unable to grant the complainant the relief being sought. Thank you for your attention to this matter.
Very truly yours,
KEYSTONE COLLECTIONS GROUP
By:
*********** *. Vincent
General CounselInitial Complaint
Date:09/03/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
8/28/24 I dropped off my School taxes in Box they said at CC Intermediate Unit
Where are my checks?Business Response
Date: 09/04/2024
Dear *** ******:
Thank you for
providing my office with the above-referenced complaint. The complainant states that she dropped off her
school taxes at the Chester County Intermediate Unit on August 28, 2024. The complainant is questioning where her
checks are. Despite providing no identifying
information, I have located the taxpayer’s account.
Keystone serves
as the current real estate tax collector for the Octorara Area School District. Taxpayers can mail payment to Keystone via
USPS, submit payment electronically via Keystone’s website, ************************, or payment
can be remitted at Keystone’s satellite offices or certain drop-box locations.
Please know that
Keystone received two checks from the taxpayer.
These were received at our processing center on August 29, 2024, and will
be processed in the immediate future.
In the future, Keystone
encourages the taxpayer to remit payment electronically as it provides a confirmation
that the payment has been submitted.
Thank you for
your attention to this matter.
Very
truly yours,
KEYSTONE
COLLECTIONS GROUP
By:
Christopher
*. V******
General
CounselInitial Complaint
Date:08/13/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Keystone Collections Group has taken $1587 out of my pay checks. I have sent them multiple requests to send me a letter of what my balance is. I also sent in my W2's for 2021, 2020 and 2019. I am unable to locate 2017. We are only required to hold tax papers for 5 years. I am tired of trying to contact them for paperwork. I also told them my spouse passed and they told me they were going to come after whoever they could get a hold of first. This is totally unprofessional and again I would like a detailed explanation of the amount that I owe? All required taxes were taken out.Business Response
Date: 08/23/2024
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In her complaint, the complainant advised that her wages
were garnished by Keystone for delinquent local earned income taxes. The
complainant advised that more money was taken out of her paycheck than she
owed. Further, the complainant detailed difficulties with acquiring tax
documentation. 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 (“TCD”). In this capacity, Keystone is tasked with
administering and collecting local earned income tax (“EIT”) from all political
subdivisions located within the TCD 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 complainant’s account, she and her
spouse did not file a local earned income tax returns with Keystone for the tax
years at issue in accordance with their statutory requirement.
Pursuant to the information exchange mandate between
Keystone and the Pennsylvania Department of Revenue (“DOR”), Keystone is
supplied with limited earnings information used to identify potentially
underpaid accounts. A review of
earnings information supplied by the DOR indicates that the complainant and her
spouse reported taxable compensation to the state of Pennsylvania for which
they did not remit local earned income taxes.
Per my review of the complainant’s account, the complainant
and her spouse were initially notified about their delinquent taxes by letters
dated July 9, 2021, October 21, 2021, September 9, 2022 and May 23, 2024. Additionally,
follow up notices were issued on January 17, 2023 and May 17, 2023. Keystone
received no response, and the complainant took no further action.
Pennsylvania law permits the collection of delinquent
earned income taxes by wage garnishment. 53 P.S. §§ 6924.702-703. My office
sent a Notice of Intent to Garnish Wages on July 13, 2023 and again on
August 31, 2023. The complainant
contacted Keystone for the first time in September of 2023 to inquire about the
wage garnishment. At the time, the complainant advised that she could not
afford to remit payment sufficient to stop the wage garnishment. As numerous
notices were issued prior to wage garnishment, the complainant was afforded
ample time to supply documentation prior to wage garnishment.
Ultimately,
the complainant supplied incomplete documentation, which my office reviewed.
The documentation that was provided evidenced that the complainant paid
Philadelphia City Wage Tax and was entitled to credits thereupon. Further, the
complainant received an early distribution from a retirement account that may
be taxable. I note that the information supplied by the DOR evidences that the
complainant and her spouse reported this distribution as taxable income for
Personal Income Tax purposes; however, this type of distribution might be
exempt from state and local income tax if (1) it is an eligible retirement
plan; and (2) the plan participant retired upon meeting the age and/or years of
services requirements of the plan. Accordingly, my office issued document
requests seeking further information about this retirement plan. Further, per
my review it appears that the complainant was advised of issues with this
distribution both over the phone and in writing. To date, my office has not
been supplied with further information.
Finally,
the complainant advised that her spouse passed away and that a portion of the
tax liability at issue is derived from his income. While the law permits a tax
officer to garnish a spouse for their spouse’s delinquent income tax, in the
case of a deceased taxpayer, the tax officer may file a claim on the estate of
the decedent. However, I note that the complainant did not file tax returns or
supply further documentation detailing her spouse’s liability. In the event the
complainant supplies such documentation, my office will refund any funds
associated with here spouse’s liability.
Based upon
funds garnished by the complainant’s employer, the complainant is due a refund
of funds remitted in excess of her balance. The complainant should receive
these funds shortly. Any additional funds remitted by the employer with be
refunded directly to the complainant. I note that this situation could have
been avoided had the complainant filed local earned income tax returns.
I appreciate the opportunity provided by the BBB to
resolve the concerns of taxpayers and improve our processes.
Thank
you for your attention to this matter.
Very
truly yours,
KEYSTONE
COLLECTIONS GROUP
By:
Christopher
*. V******
General
CounselCustomer Answer
Date: 08/23/2024
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:08/06/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Keystone attached my wages numerous times for taxes. I do not live in the ******** area school district. I have provided my license and other documents that they have requested. They have sent correspondence to my address in **************. I got another notice yesterday for 1500.00 dollars for 2020 and so on. I have tried to call them numerous times this morning and of course you cannot talk to a person. Please help meBusiness Response
Date: 09/03/2024
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In her complaint, the complainant advised that Keystone
garnished her wages for delinquent per capita / occupation taxes. The
complainant disputed some of the tax years listed on her account. Further, the
complainant advised that she has been unable to discuss this matter with a
Keystone representative over the phone. Please know that I have thoroughly
reviewed the complainant’s account.
As
preliminary matters, 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. Furthermore, in her complaint, the complainant alleges that it is
not possible to speak with a Keystone representative over the phone. Please know Keystone makes every effort to accommodate taxpayer
questions and disputes. Keystone representatives are available over the phone
during normal business hours. I recognize that Keystone has certain busy times
with extremely high call volumes and longer-than-average wait times. To
accommodate taxpayers, Keystone offers a “queue callback” system wherein a
taxpayer can request a callback from a Keystone representative within 24 hours
of placing the call. Additionally, taxpayers can submit a ticket online on
Keystone’s Issue Tracker system. These responses are sent via email by Keystone
Taxpayer Services Representatives.
Per
my review of the complainant’s account, there are multiple taxing authorities
involved in addressing this matter. Due to the complexity of her account, and
to preserve her confidential information, my office is responding directly to
the complainant by separate correspondence.
I appreciate the opportunity provided by the BBB to
resolve the concerns of taxpayers and improve our processes.
Thank you for your attention to this matter.
Very
truly yours,
KEYSTONE
COLLECTIONS GROUP
By:
Christopher
*. V******
General
CounselInitial Complaint
Date:07/31/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, I have a privacy concern. Keystone Collections group in Irwin Pa sent mail in my name to my job. I have no idea how they know my work address because this is someone's home. I work with children and adults with disabilities at a residential home. I have four coworkers. I also have other coworkers who work overtime at my job site. Plus the family members of the consumers that I work with. Thankfully, a coworker that I am friends with grabbed the mail and held on to it until I returned from a four-day vacation. Anyone could have opened my mail or held on to my mail, so I never received it. I would like my work address removed so mail will not be sent here again. I am a very private person, so this is really a concern for me.
Thank you.Business Response
Date: 08/09/2024
Dear *** ******:
Thank you for contacting Keystone Collections Group
(“Keystone”) regarding this complaint ID number. In her complaint, the
complainant advised that Keystone sent a Notice
of Intent to Garnish Wages via Certified Mail to her at
her employer’s address. The complainant expressed concern with her privacy and
requested her address be updated. Please
know that I have thoroughly reviewed the complainant’s 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 earned income taxes
(“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, the complainant has never filed a tax return with Keystone.
Pursuant to the information exchange mandate of the
LTEA, Keystone is supplied with limited earnings information from the
Pennsylvania Department of Revenue (“DOR”) used to identify unpaid or underpaid
accounts. See 53 P.S. § 6924.509(g). The income figures listed on the complainant’s
account were taken directly from the earnings information supplied by the DOR,
which represents figures the complainant listed on her PA 40 personal income
tax return for the tax years at issue. This
information placed her within the taxing jurisdiction for the entire tax year.
Understanding that the information supplied by the
DOR may be inaccurate, Keystone provides taxpayers with ample notice prior to
the initiation of adverse legal or collection action. 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). Moreover, the LTEA
authorizes the collection of delinquent EIT by wage garnishment. 53 P.S. §§ 6924.702-703.
Per my review, the complainant was issued initial
delinquent notices on June 1, 2020 and August 13, 2021. 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 these
delinquent notices, my office issued the complainant follow up notices on May
13, 2022 and April 25, 2024. The complainant did not respond to the May 13,
2022 notice. However, the April 25, 2024 notice was returned to my office by
USPS as unable to forward (“UTF.”) In an effort to identify an accurate
address, Keystone utilizes various publicly available or subscription based
skip-trace services. Utilizing one of these services, the address at issue was
identified. Accordingly, a subsequent follow up notice was mailed to the
complainant at this address on May 30, 2024. My office received no response.
On July 17,
2024, my office sent the complainant a Notice
of Intent to Garnish Wages, by Certified Mail. This
complaint followed.
In
response to the claims detailed in this complaint, my office has removed the
address at issue and updated the complainant’s address to the address she
listed in filing this complaint. My office has removed garnishment status from
the complainant’s account and the collection costs associated with the
garnishment.
The
complainant’s account remains delinquent and outstanding, however. If the
complainant disputes the figures listed on her account, she should supply my
office documentation, such as W-2, 1099, etc. evidencing the character of her
income and detailing a substantive dispute to taxation. Alternatively, if there
is no dispute, I encourage the complainant to remit payment in full or contact
my office to enter an acceptable payment plan. Should the complainant fail to
reconcile her account, this matter may escalate to garnishment again.
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:
Christopher
*. V******
General
CounselInitial Complaint
Date:07/24/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The Keystone Collections Group has sent me a notice saying I owe them taxes from earned income. However, they are attempting to tax me on Child Tax Credit. They have sent me two notices. I have spoken with the IRS, the police, and an attorney. All of which state Keystone Collections Group is not an agency at all. The IRS stated they are not an agency and should not be collecting any money.
************************** ****** **** **** **** ********** *********************** ****** **** ***** * ******** **** ******** *********** ***** *** ***** *** ** *** ****
Business Response
Date: 08/09/2024
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In her complaint, the complainant advised that Keystone
sent her tax notices regarding her outstanding 2020 local earned income (“EIT”)
tax liability. In dispute, the complainant
claimed that Keystone is attempting to tax her on a “child tax credit.” The complainant
further disputed Keystone’s legitimacy. Please know that I have thoroughly reviewed
this account.
As a preliminary matter, Keystone serves as the Act
32 Tax Officer for many Tax Collection Districts within the Commonwealth of
Pennsylvania, including the Chester County Tax Collection District, which
includes East Coventry Township and Owen J. Roberts School District. In this capacity, Keystone is tasked with the
administration, collection, and reconciliation of local EIT for all communities
within Chester County that assess an EIT.
Other areas for which Keystone serves as Tax Officer in suburban
Philadelphia include: Delaware County, Bucks County and Northampton County.
Keystone is the exclusive Tax Officer for its Tax
Collection District clients. While not an “agency” of the Commonwealth,
Keystone is duly authorized pursuant to Act 32 of 2008, which provides for the
consolidated countywide collection of local earned income tax in Pennsylvania. See 53 P.S. § 6924.501 et seq.
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. That
is, it is the taxpayer’s legal obligation to file a tax return, report all
income, and remit any outstanding tax, if necessary. Residents of Chester County are required to
file their local earned income tax returns with Keystone.
Per my review of the complainant’s account, she has
never filed a tax return with Keystone.
Pursuant to the information exchange mandate of the LTEA, Keystone is
supplied with limited earnings information from the Pennsylvania Department of
Revenue (“DOR”) used to identify unpaid or underpaid accounts. See 53 P.S. §
6924.509(g). The income figures listed on the complainant’s delinquent notices
were taken directly from the earnings information supplied by the DOR, which
represents figures the complainant listed as taxable compensation on her 2020 PA
40 Personal Income Tax Return. Typically,
earned income taxable locally mirrors compensation taxable to the DOR for
Personal Income Tax Purposes. 53 P.S. § 6924.501.
Moreover, a comparison between the DOR’s earnings
information and Keystone’s records placed the complainant in East Coventry
Township. If this is in error, the
complainant may submit residency information.
Additionally, as the complainant has not filed a tax return, an account
adjustment may be necessary. She may
submit relevant documentation, including all W-2s and a copy of her PA 40 state
return, and my office will review the same. While the child tax credit is not
taxable compensation; the information listed on the complainant’s account
represents taxable compensation she reported on her PA 40. It is possible that
the information supplied by the DOR may be in error, and Keystone is authorized
to request documentation to verify its records. 53 P.S. § 6924.509(f).
I appreciate the opportunity provided by the BBB to
resolve the concerns of taxpayers and improve our processes.
Thank you for your attention to this matter.
Very truly
yours,
KEYSTONE
COLLECTIONS GROUP
By:
Christopher
*. V******
General
CounselInitial Complaint
Date:07/22/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I uploaded my documentation and filed my taxes online in February. I received an email that my documents were not received so I resent them again. I received an email on 5/3/2024 my documents were received and nothing additional was needed from me. This is a yearly problem and I feel like I am being harassed. My taxes are prepared by an account and I send in everything that is giving to me well before the tax deadline. I can provide a screenshot of the email sent on 5/3/2024Business Response
Date: 08/06/2024
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In her complaint, the complainant advised that Keystone
sent her a Document Request Notice regarding her 2023 local earned income (“EIT”) tax return. The
complainant further states that she previously submitted all relevant
information. Please know that I have thoroughly reviewed the complainant’s
account.
Please be advised that 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 the Tax Collection District that assess an
EIT, such as Kennett Township and Kennett Consolidated School District.
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. That
is, it is the taxpayer’s legal obligation to file a tax return and associated
income documentation.
Per my review of the complainant’s account, she
properly filed a 2023 local earned income tax return. However, the complainant
did not supply any supporting income or credit documentation. Accordingly, my
office requested the complainant supply copies of her W-2(s), to verify her
income, and Pa Schedules G-L, to verify her claimed out-of-state credits.
Through the LTEA, Tax Officers such as Keystone are
vested with the right to request documentation to verify the accuracy of a tax
return. See 53 P.S. § 6924.509(f). Per
my review, the complainant did not submit the requested documentation. Rather, she submitted screenshots showing
that her tax return was filed. This
complaint followed.
Please
know that Keystone has not attempted to harass the complainant via document
request mailings as she suggests.
Rather, this information is needed to properly verify the figures
reported on the complainant’s tax return, and Keystone is permitted to do so
under the LTEA. Accordingly, should the
complainant submit copies of her W-2 forms and any PA Schedule G-Ls, my office
will review the same. In the future, if the taxpayer is claiming out of state credits, these documents should be provided along with their final 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:
Christopher
*. V******
General
CounselCustomer Answer
Date: 08/06/2024
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 uploaded the documents many times, also tried to send via email as requested by the Keystone representative which did not work received an error message. I have a picture of the W2 that was uploaded showing it is a pdf. It was uploaded, I am not sure why there is always an issue each year. Every year my taxes are done by an account, sent in early and I follow the instructions exactly for filing. Every year I receive letters I have items missing, then I get emails with contradictory information then the threatening letters. This is why I no longer mail in documents since my checks/payments were never lost but somehow my documents were? I take pictures of everything now that I send in. You can clearly see from my picture I submitted the w2 in pdf format. I also already provided the picture of email confirming my documents received.
Regards,
*** ***** ********Business Response
Date: 08/29/2024
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In rejecting my office’s response to her original
complaint, the complainant reiterated her dispute regarding Keystone’s request
for documentation. Please know that I
have thoroughly reviewed the complainant’s account.
As detailed in my previous response, Tax Officers
such as Keystone are vested with the right to request documentation to verify
the accuracy of a tax return. See 53 P.S. § 6924.509(f). When a taxpayer claims
out-of-state credits but does not supply documentation in support of the
requested credits, Keystone is authorized to request documentation to verify
the requested credits. To that end, a PA Schedule G-L is necessary to verify
(1) the double taxed income, and (2) the out-of-state credits claimed on the PA
40. As detailed in my prior response, the complainant did not supply this
document with her tax return, and Keystone has committed no legal or consumer
protection violation in requesting the same.
Furthermore,
please be advised that the W-2 the complainant uploaded appears completely
redacted, presumably as a security feature of the payroll provider who issued
the W-2. My office advised the complainant of the same. Subsequently, my office
was able to properly view the W-2. My office has therefore confirmed the
complainant’s income and claimed credits. No 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:
Christopher
*. V******
General
CounselCustomer Answer
Date: 08/30/2024
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 would like confirmation that nothing else is needed (via a mailed letter ) and a point of contact moving forward to assure this will not continue every year. This has been an ongoing issue. There have been multiple incidents where my documents mysteriously were not received, unable to view, not processed etc. I have emails and correspondence dating back at least five years with Keystone consistently needing things resubmitted. I stoped mailing my documentation due to it always going missing but the check that accompanied my paperwork was always found and cashed. I have my taxes professionally done every year by a seasoned certified accountant. I follow her instructions every year and there is always an issue with Keystone. I was hoping filing online and taking pictures would alleviate these issues but that is not working either. It seems that having an out of state W2 is flagging me in their system which seems very unjust. I have read multiple negative Keystone reviews online, on social media, and from other Pennsylvania residents, this seems to be a prevalent issue for many residents. I will continue to keep a file and document all my correspondence with Keystone in case I need to escalate my complaints in the future. I am hoping Keystone can improve there system and processing of documents so I can avoid having to spend so much of my time resending in the same documents.
Regards,
*** ***** ********Business Response
Date: 09/09/2024
Dear *** ******:
Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In rejecting my office’s second response to her original
complaint and supplemental response, the complainant reiterated her dispute
regarding Keystone’s request for documentation. As the complainant has advanced no new
dispute, please see my office’s previous responses regarding this matter.
As stated in my previous response, the 2023 tax
year has been closed based upon the complainant’s provision of the requested
tax documentation. Tax Officers such as Keystone are vested with the right to
request documentation to verify the accuracy of a tax return. See 53 P.S. §
6924.509(f). Keystone has committed no violation of state or federal law, or
any consumer protection regulations, in requested documentation to verify the
complainant’s tax return.
My office cannot guarantee that it will not contact
a taxpayer and request further documentation in accordance with its statutory
obligation to verify the accuracy of tax returns. To avoid such inquiries in
the future, the complainant should supply all relevant supporting
documentation. As detailed in my previous responses, my office did not receive
a W-2 and/or a Schedule G-L (when out-of-state credits are requested) for
certain tax years.
However, the 2023 tax year has been processed and
no further information is needed. 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:
Christopher
*. V******
General
Counsel
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