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

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

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Submit a Complaint

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:07/15/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Was sent a certified letter saying that we owed past taxes. We are not sure if the amounts are correct but would understand if we owe. The worst thing is that there is no way to get a hold of anyone to ask any questions. The automated system hangs up on you after two rounds. When I finally got to a system, it just puts you hold music, been on hold now for 52 minutes and counting with no end in site. No acknowledgement of wait times or someone will answer shortly. If we owe, we owe and that's ok but we still need to be able to to talk to someone regarding this info.
Business Response
Date: 07/23/2024
Dear *** ******:

            Thank you
for providing my office with the above-referenced complaint, wherein the complainant
alleges that he received a notice from Keystone and was unable to reach a
Keystone representative. Please know
that I have reviewed the complainant’s account.

Keystone representatives can be
reached by telephone by calling (724) 978-0300 Monday through Friday between
the hours of 8:00AM EST and 4:00PM EST. Typically, Keystone experiences
higher call volume between the hours of 12:00PM EST and 1:00PM EST.
Notably, taxpayers can select an option to receive a call back rather than
waiting on hold. Additionally, taxpayers can submit a written inquiry by
visiting ********************************. Written responses are
typically provided within 48 hours.

Additionally, a review of the
taxpayer’s account indicates that he spoke with a Keystone representative on
July 16, 2024 and July 17, 2024.
Accordingly, my office considers this complaint resolved. Thank you for your attention to this matter.

                                                            Very
truly yours,

                                                            KEYSTONE
COLLECTIONS GROUP

                                                                        By:
                                                                                    Christopher
*. V******
                                                                                    General
Counsel
Initial Complaint
Date:07/11/2024
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 notice of a delinquent earned income tax from 2021. In 2021 my EIT was split between 2 municipalities. The EIT for the municipality that I lived in for the last 2 months of 2021 were never filed. Likely due to an error on my end. I received notice that my wages were going to be garnished. I called Keystone Collections to ask what the best way to handle my account would be (06/28). I was advised to pay my invoice in full to avoid interest. Once paid the representative told me it takes a few days for the payment to process, then a letter would be mailed out to the employer in a week. I decided to pay the full amount and turn in the delinquent tax correction form to Keystone Collections showing I only lived in the second municipality for 2 months. I made a payment of $205 on 07/01. I was not told that I couldn't make more than 1 payment a day. I then paid the full remaining balance of $838.88 on 07/05. I went to check my account status on 07/10. It said I owed $177. I made another call to Keystone collections (07/11). I was told by this representative that I did pay in full, but they were reversing the charges. Based off of the documents I provided I should be receiving money back via check. When I asked if they would send the letter to stop the wage garnishment I was told they cannot do that until they make a final decision. I then was frustrated and asked why they were going to continue to take money from my wages when I had already paid my balance in full. So, not only did they receive $1K from me for the original balance (which I understand is due to not filing correctly originally), but they are taking $250 each paycheck as well. The representative then rudely told me with an attitude that if I had just paid my taxes originally this would not have happened. I felt that was an inappropriate response considering they are trying to charge me double the bill that I owe even though I have already paid it off. I feel this is an unethical business practice.
Business Response
Date: 07/29/2024
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 to collect delinquent local
earned income taxes (“EIT.”) The complainant advised that she resided in the
taxing jurisdiction for two (2) months
of 2021. 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 Dauphin County
Tax Collection District and the local taxing bodies therein. In this capacity, Keystone is tasked with the
administration, collection, and reconciliation of local EIT for all communities
within the Tax Collection District that assess an EIT.

The Local Tax Enabling Act (“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. I note
that a taxpayer’s legal obligation to file a tax return applies even if they
reside in Pennsylvania for a portion of the year. As the complainant admits in
her complaint, she did not file a tax return with Keystone in 2021.

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
delinquent notices at issue 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 2021 tax year. 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 an
initial delinquent notice on August 15, 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.

As the complainant did not respond to the
delinquent notice, on April 25, 2024, my office sent the complainant a Notice of Intent to Garnish Wages,
by Certified Mail. Wage garnishment was issued on June 6, 2024. In response, on
or about July 1, 2024, the complainant supplied Keystone with a copy of her W-2
and remitted the payment detailed in her complaint.

            Based
upon a review of the complainant’s W-2, the complainant was under-withheld for
the portion of the tax year in which she resided in the taxing jurisdiction.
Accordingly, the complainant’s balance was reduced and the garnishment has been
released. The payment remitted by the complainant was sufficient to satisfy her
adjusted tax balance.

            My
office has been in contact with the complainant and advised her that she will
be receiving refunds for overpayments associated with the second partial
payment she remitted. Moreover, any garnishment funds received by Keystone will
be returned directly to the complainant.

            I note that this issue could have
been avoided by the proper filing of a tax return and associated remittance of
payment. Nevertheless, my office considers this matter resolved.

My office appreciates the opportunity to resolve the
concerns of taxpayers. Thank you for your attention to this matter.

Very
truly yours,

                                                                        KEYSTONE
COLLECTIONS GROUP

                                                                        By:
                                                                                    Christopher
*. V******
                                                                                    General
Counsel
Initial Complaint
Date:07/08/2024
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.
My rights as tax paying citizen have been violated, I attached a letter of my complaint against Keystone Collection Group I've been falsely accused of not paying local taxes for 2017-2018 2020 and 2021 I have my w2 and IRS documents to prove I paid all my taxes

I received a continuation notice on taxes I paid form Coatesville and Darby municipality i have copies of my w2 but dont want to upload them on this site they have SSI on them
Business Response
Date: 07/23/2024
Dear
*** ******:

Thank you for providing my office with the above-referenced
complaint. Keystone Collections Group
(“Keystone”) appreciates the opportunity to resolve the concerns of taxpayers. In her complaint, the
complainant alleges that Keystone is violating her rights. Please know that I have thoroughly reviewed her
account.

As a preliminary matter, Keystone serves as the Act
32 Tax Officer for both the Chester County and Delaware County Tax Collection
Districts and the local taxing bodies therein, such as Darby Borough, the City
of Coatesville, and Coatesville Area School District. In this capacity, Keystone is tasked with the
administration, collection, and reconciliation of local EIT for all communities
within Chester County and Delaware County 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. 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 Delaware County and Chester
County are required to file their local earned income tax returns 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 on her PA 40
personal income tax returns. Typically,
earned income taxable locally mirrors compensation taxable to the DOR for
Personal Income Tax Purposes. 53 P.S. § 6924.501.

The
complainant contacted Keystone and was advised to submit relevant
documentation, such as all W-2s, for each tax year. 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 submitted documentation
shortly thereafter; however, it was not sufficient to fully reconcile or
otherwise close the account. Keystone
will send the complainant a Balance Due Notice detailing the amount to
be paid on the account. Further, per my review, on July 11, 2024, a Keystone
representative advised the complainant of this determination over the phone.

            In the future, please know that this
issue can be avoided by filing a tax return with the resident Tax Officer, in
accordance with a taxpayer’s statutory obligation, and remitting any necessary
payment. Taxpayers who pay tax to the City of Philadelphia often have their
local EIT liability satisfied by tax credits; however, Tax Officers such as
Keystone cannot be aware of the availability of these credits without the
filing of a tax return.

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
Counsel
Initial Complaint
Date:07/01/2024
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 trying to talk to coustumer service to notify i move out of the City where you guys are charging me taxes from 2023 and 2024 i move out 2022 from their
Business Response
Date: 07/02/2024
Dear *** ******:

            Thank
you for contacting Keystone Collections Group regarding the above-referenced
consumer complaint. The complainant
alleges that she received a tax bill for the 2023 and 2024 tax year but no
longer resides within the area. Please
know that I have reviewed the complainant’s account.

            As
a preliminary matter, Keystone serves as the current and delinquent per capita
tax collector for the Reading School District and City of Reading. Annually, Keystone sends a current per capita
tax bill to residents of the School District and City. Similarly, if a per capita tax bill is not
paid, Keystone will notify the individual of the unpaid balance.

Both notices
provide information regarding exemptions authorized by the School District and
City. Individuals who move out of the
District prior to July 1 of the given tax year can submit an exemption form along
with supporting documentation to resolve any current or delinquent tax
balance. An exemption form can be found
on the reverse of the current tax bill or an electronic version can be
submitted by visiting ************************ and entering the invoice number
of the current bill. Exemption forms for
previous tax years can be accessed by visiting Keystone’s website, ************************.

I encourage the
complaint to submit an exemption form with the appropriate documentation to
resolve this matter. Thank you for the
opportunity to address the complainant’s concerns.

                                                            Very
truly yours,

                                                            KEYSTONE
COLLECTIONS GROUP

                                                            By:
                                                                        Christopher
*. V******
                                                                        General
Counsel
Initial Complaint
Date:06/28/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
These people are crooks and frauds. I haven’t lived in Pennsylvania since 2017 and haven’t even lived in the school district they’re suddenly sending me bills for since 2014. I’ve called them and they told me to send the exemption form and a utility bill. I did that and they still didn’t clear the bill. I called them again. Told me I needed to re fax the paperwork- I did that again. Called them again and they said I needed to do it again. Monday (6/24/24) I faxed everything again. Called them after I faxed everything and she said “yes I see that you’ve faxed all the paperwork but if it’s not clear by Friday (6/28/24) to call back again. So this will be 5 phone calls and they always say “you didn’t fax it right or it’s processing” but oddly enough they will tell you “yes I see everything” This time I faxed my 4 drivers license from the states that I lived in for when they’re trying to bill me for past taxes. SHOWING THEM I DIDNT LIVE THERE. I even asked the woman I spoke with “why are you charging me if I’ve changed my address to out of state”. She avoided the question. So now I’ve faxed 4 drivers license, 2 utility bills, the exemption form, a list of addresses that I lived. I never even lived in this district a year and now here we are in 2024 and they’re sending me a bill from 2017-2023. The other woman I spoke to told me that even if and when this gets resolved I’ll get a bill for 2024 and I haven’t been a Pennsylvania resident since 2017. I even mailed paper copies of all my documents showing them WITH CLEAR EVIDENCE I don’t live there and haven’t lived. But they won’t clear the debt. This company needs investigated. If it doesn’t get resolved I will be hiring a attorney. They shouldn’t be allowed to harass and bully people like this.
Business Response
Date: 07/08/2024
Dear **. ******:

            Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In his complaint, the complainant advised that Keystone sent
him a delinquent per capita and occupation tax notice for a taxing jurisdiction
in which he did not reside. Please know that I have thoroughly reviewed the
complainant’s account.

As a preliminary matter, Keystone serves as the
current and delinquent per capita and occupation tax collector for the Somerset
Area School District. The School District assesses a per capita and
occupation tax pursuant to Act 511 (Local
Tax Enabling Act), 53 P.S. § 6924.101 et
seq. and the Pennsylvania School Code, 24 P.S. §
6-679. Per capita taxes are head
taxes assessed on all adult residents of a political subdivision. Likewise, occupation tax is a flat tax
assessed on all employed residents of a particular taxing jurisdiction.

            Per
my review of the complainant’s account, he was issued multiple current and delinquent
per capita and occupation tax notices for tax years 2018-2024. In response, the
complainant contacted Keystone and advised that he resided in Arkansas and
Tennessee during the tax years in question. The complainant was advised to
submit an exemption form online.

            Please
know that 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 taxpayer’s address in another state due to a change of
address after the date the tax is assessed. Nevertheless, taxpayers who dispute
their per capita / occupation tax bills can enter exemption information in
Keystone’s online portal or via mail or fax. Per my review, the complainant
submitted documentation to request exoneration of the 2018-2024 tax years.
Accordingly, the balance listed on the complainant’s account has been removed
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:
                                                                                    Christopher
*. V******
General Counsel
Customer Answer
Date: 07/09/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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,

****** ****
Initial Complaint
Date:06/27/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
You can never get ahold of an actual person or operator
Business Response
Date: 07/23/2024
Dear *** ******:

            Thank you
for providing my office with the above-referenced complaint. The complainant alleges that he cannot speak
with a Keystone representatives. Please
know that I have reviewed the complainant’s account.

            Keystone
representatives can be reached by telephone by calling (724) 978-0300 Monday
through Friday between the hours of 8:00AM EST and 4:00PM EST. Typically, Keystone experiences higher call
volume between the hours of 12:00PM EST and 1:00PM EST. Notably, taxpayers can select an option to receive
a call back rather than waiting on hold.
Additionally, taxpayers can submit a written inquiry by visiting ********************************. Written responses are typically provided
within 48 hours.

            Thank you
for the opportunity to address the complainant’s concerns.

                                                                        Very
truly yours,

                                                                        KEYSTONE
COLLECTIONS GROUP

                                                                        By:
                                                                                    Christopher
*. V******
                                                                                    General
Counsel
Initial Complaint
Date:06/18/2024
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.
My name is ******* ******** I need to dispute this due bill I don't own because I am not required to file or pay the agent say because I require SSI.
Business Response
Date: 06/25/2024
Dear *** ******:

            Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In his complaint, the complainant advised that Keystone
sent him a Delinquent Per Capita and Occupation Tax
Notice. In disputing the tax, the complainant advised
that he is not subject to per capita or occupation tax, as he requires
Supplemental Security Income (“SSI”).
Please know that I have thoroughly reviewed his account.

As a preliminary matter, Keystone is the delinquent
per capita and occupation tax collector for Middletown Borough. The occupation tax is a flat
tax assessed on all employed residents of a particular taxing
jurisdiction. Additionally, per capita
tax is a head tax assessed on all adult residents of the
Borough.

            In
response to his receipt of a Delinquent Per Capita and
Occupation Tax Notice, the complainant’s grandmother
contacted Keystone on his behalf and advised that he receives SSI, and is
exempt from these tax types.
Accordingly, she was advised to instruct the complainant to file an exemption. In addition to an exemption form, the
complainant’s grandmother was advised that necessary documentation must be
submitted in support. To date, no
exemption has been filed with Keystone.

            Please
know that Keystone offers an online portal for these filings at
KeystoneCollects.com. Accordingly, should the complainant file an exemption,
and provide documentation in support, my office will review the same. Alternatively, if the complainant no longer
disputes the imposition of this tax, he 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:
                                                                                    Christopher
*. V******
                                                                                    General
Counsel
Customer Answer
Date: 06/25/2024
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.

Please submit the form on the account for me or waive it for me or flag my account saying I don’t have to pay it because I receive ssi and I am not required to file taxes because I received ssi and the last agent told me I don’t have to pay it or file it because I received ssi and send me a form to waive it or dispute it to $0.00 to *** *** ** ********** ************ ***** with instructions how to appeal it or dispute it or get it waived to $0.00 what documents to provide!

Regards,

******* ********
Business Response
Date: 07/02/2024
Dear *** ******:

            Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In rejecting my office’s response to his complaint, the
complainant reiterated his assertion that he is exempt from the tax as he
requires Supplemental Security Income (“SSI”).
Please see my previous response for an explanation of the underlying
tax.

            As
detailed in my previous response, the complainant should file an exemption for
the tax. My office is unable to exonerate the complainant from the tax without
any official request or documentation. Please know that Keystone offers an
online portal for these filings at KeystoneCollects.com. As a courtesy, my
office will mail the complainant an exemption form. However, I note that the
complainant can simply scan the QR code on his original bill to electronically
file for the exemption. Upon receipt of an exemption request form, my office
will review and adjust billing on the complainant’s account if necessary.

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
Customer Answer
Date: 07/02/2024
Please submit the form on the account for me or waive it for me or flag my account saying I don’t have to pay it because I receive ssi and I am not required to file taxes because I received ssi and the last agent told me I don’t have to pay it or file it because I received ssi and send me a form to waive it or dispute it to $0.00 to *** *** ** ********** ************ ***** with instructions how to appeal it or dispute it or get it waived to $0.00 what documents to provide!
Initial Complaint
Date:06/15/2024
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 worked in Pennsylvania for the first time in 2023.. So am in shock when a few days ago that Keystone Collections Group started garnishing my wage for tax owed in 2018/2019.
I called my employer and it was confirmed that 10% of my wages are now being garnish... With zero warning , they just started garnishment , both Keystone and ADP have my employment history so how is this error even possible?

Case ID: ********
Business Response
Date: 06/17/2024
Dear *** ******:

Thank you for contacting Keystone Collections Group
(“Keystone”) regarding this complaint ID number. In her complaint, the
complainant advised that Keystone sent her and her husband delinquent local
earned income tax (“EIT”) notices culminating in wage garnishment. The
complainant disputed the tax and advised that she did not work in Pennsylvania
until tax year 2023. Further, the complainant contended that they received no
notice from Keystone prior to wage garnishment. 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 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.

Please be advised that EIT is assessed upon
residents of a Pennsylvania political subdivision that levies the tax. That is,
the tax is due on all earned income and net profits of residents of the
political subdivision, regardless of whether they work in the political
subdivision. Moreover, if a Pennsylvania resident taxpayer works in another
state, they are still responsible for paying state and local tax to
Pennsylvania. In the event that a taxpayer pays tax to a non-reciprocal state,
such as Delaware, they may be entitled to tax credits that reduce or eliminate
their state and local tax liability; however, such tax credits must be claimed
on a tax return.

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
delinquent notices at issue were taken directly from the earnings information
supplied by the DOR, which represents figures the complainant and her husband
listed on jointly filed PA 40 personal income tax returns for the 2018 and 2019
tax years. Moreover, the information
supplied by the DOR evidenced that the complainant and her husband filed their
PA 40s as full year residents of Delaware County, Pennsylvania.

Importantly, the complainant has never filed a tax
return with Keystone in accordance with her statutory obligation.

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 and her husband were
issued initial delinquent notices on August 27, 2021 and November 10, 2021 for
the 2018 and 2019 tax years, respectively.   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. Keystone received no
response.

Keystone issued several delinquent follow-up
notices to the complainant and her spouse on April 26, 2022, January 3, 2023,
May 30, 2023 and February 13, 2024. The complainant never responded to
Keystone. Accordingly, on April 18, 2024, the complainant was issued a Notice of Intent to Garnish Wages by
Certified Mail. The complainant has not responded to this notice until the
filing of this complaint.

As stated herein, the tax is assessed on residents
of the political subdivision. Accordingly, it is irrelevant that the
complainant did not work in Pennsylvania during the tax years at issue. If the
complainant disputes the balance listed on her account, she may supply my
office with documentation evidencing her residency or evidence of local earned
income tax withholdings or tax credits. However, at this time, the balance
listed on this account stands.

My office has afforded the complainant ample
opportunity to resolve this matter prior to collection action. My office has at all times
handled this account appropriately.

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
Counsel
Initial Complaint
Date:06/11/2024
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 specifically makes it hard to contact them. I have uploaded documents and my husband's wages are being threatened with garnishment. There is no way to speak to a human during normal business hours
Business Response
Date: 06/14/2024
Dear *** ******:

            Thank
you for contacting Keystone Collections Group (“Keystone”) regarding this
complaint ID number. In her complaint, the complainant advised that she and her
spouse are in receipt of a Notice of Intent to Garnish
Wages for delinquent local earned income taxes. Further,
the complainant contended that she has had difficulty communicating with
Keystone. Please know that I have
thoroughly reviewed this account.

As a preliminary matter, Keystone serves as Act 32 Tax
Officer for the Lebanon 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, such as Eastern Lebanon County School
District and Jackson Township, 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 return with Keystone for the 2021
tax year 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 the delinquency for tax year 2021
on August 8, 2023. In response, the
complainant contacted Keystone and was advised to submit all W-2s for tax year
2021. 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 via Certified Mail on April 23,
2024. In response, the complainant submitted
W-2s; however, please know that the W-2s submitted by the complainant
corresponded to the 2023 tax year. To date, my office has not been supplied
with any documentation pertaining to the 2021 tax year, which remains
outstanding. The complainant was afforded ample time to supply documentation
prior to wage garnishment.

            In her
complaint, the complainant alleges that Keystone intentionally makes it
difficult to communicate with them.
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.

            Furthermore,
per my review of the complainant’s account, I can locate no record of
communication with the complainant after August 24, 2023. Nevertheless, the
complainant is welcome to submit 2021 W-2s and my office will review the
same. Please note that this issue may be
proactively avoided by filing a local earned income tax return.

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

Thank
you for your attention to this matter.

                                                                        Very
truly yours,

                                                                        KEYSTONE
COLLECTIONS GROUP

                                                                        By:
                                                                                    Christopher
*. V******
                                                                                    General
Counsel
Initial Complaint
Date:06/10/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
2nd time in 3 years I have received a delinquent per capita for PA. I paid the same bill for 2021 2 years ago and they have sent me the same bill again in 2024. I have not worked in 10 years and moved to ** 3 years ago. I own no property in PA. 2 years ago, I told Keystone I had moved. They do not keep good records and seem to charge people simply because they want to. I want them to stop contacting me or I will file a harassment suit. I am almost 66 and do not want to be taken advantage of. I could not get the receipt from credit card company because neither they nor the bank keep records back that far. I paid online and any record I had went away when my old computer died. If this company does not stop this, it is attorney general time.
Business Response
Date: 06/21/2024
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 delinquent per capita tax notice for a taxing jurisdiction in which she
did not reside. The complainant further
advised that the delinquent bill at issue was a duplicate of a bill she paid
previously. Please know that I have thoroughly reviewed the complainant’s
account.

As a preliminary matter, Keystone serves as the
delinquent per capita tax collector for Mifflin County and Lewistown Borough. Mifflin County assesses a per capita tax
pursuant to the Local Tax Collection Law, 72 P.S.
§ 5511 et seq. and Lewistown Borough assesses a per capita tax pursuant to Act
511 (Local Tax Enabling Act). Per capita taxes are head
taxes assessed on all adult residents of a political subdivision.

            Per
my review of the complainant’s account, she was issued a delinquent per capita
tax bill for the 2021 tax year on June 5, 2024. This complaint followed.

            Please
be advised that this bill is not a duplicate; rather the previous delinquent
bill paid by the complainant corresponded to the 2020 tax year. Furthermore,
please know that Keystone does not serve as the current per capita tax
collector for these taxing authorities and plays no role in maintaining the
active tax rolls. Specifically, the current tax collector turned the
complainant’s account over to Keystone as delinquent for the 2021 tax year.

            Taxpayers
who dispute their per capita / occupation tax bill can enter exemption
information in Keystone’s online portal or via mail or fax. Nevertheless, my office has independently
verified that the complainant did not reside within the taxing jurisdiction in
the 2021 tax year. The balance listed on the complainant’s account has nevertheless
been removed and this matter is resolved. Furthermore, Keystone has notified
the current tax collector for Lewistown Borough that the complaint no longer
resides there.

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

Thank you for your attention to this matter.

                                                                        Very
truly yours,

                                                                        KEYSTONE
COLLECTIONS GROUP

                                                                        By:
                                                                                    Christopher
*. V******, Esquire
Customer Answer
Date: 06/21/2024

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. However, I am not sure why I received a 2nd bill since i paid the first one. Thank you for notifying the per capita tax collector of Lewistown. She never answers the phone and sends the same response in email: to go to h er present office in Lewistown. I will not drive 7 hours because she does not do her job.

Regards,

***** *****

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