Complaints

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

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  Keystone Collections Group

  546 Wendel Road Irwin, PA 15642

• 

  Keystone Collections Group

  4140 Sardis Road Murrysville, PA 15668

• 

  Keystone Collections Group

  260 Aster St Pittsburgh, PA 15235-2059

• 

  Keystone Collections Group

  3606 Route 378 Ste A Bethlehem, PA 18015-5351

• 

  Keystone Collections Group

  400 S 8th St Lebanon, PA 17042-6794

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: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.

  I have not lived in Northampton Pennsylvania since 2013 yet I continue To receive Northampton School district delinquent notices. I have Provided all required documentation in the past and just received another past due notice. They even sent the notice to my NJ address but are still trying to collect taxes in PA

  Business Response

  Date: 06/13/2024

  Dear Ms. ******:
  
              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 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 tax collector for the Northampton Area School
  District.  The School
  District assesses a per capita 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. 
  
              Per
  my review of the complainant’s account, he was issued a delinquent 2020 per
  capita tax bill on January 25, 2021, and a 2021 per capita tax bill on July 1,
  2021. In response, the complainant’s mother contacted Keystone and advised that
  the complainant resided in New Jersey. The complainant’s mother was advised to
  direct the complainant to submit an exemption form. No such exemption was ever
  supplied to Keystone and the 2020 and 2021 tax years remained delinquent. An
  additional delinquent tax notice was mailed to the complainant on June 5, 2024.
  This complaint followed.
  
              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 move.
  Nevertheless, taxpayers who dispute their per capita / occupation tax bill 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 2020 and 2021 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******, Esquire

  Customer Answer

  Date: 06/13/2024

  
  
  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:06/10/2024

  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 have tried on multiple occasions to contact this company and regards to a collection that they keep sending me they're saying that I owe taxes for school district or Township that I have never lived in they did this before with a garnish my wages for a place that I don't live they're charging me residency taxes or something and I'm homeless I've been homeless for going on 4 years I don't live in this area that they're saying I live in and they're threatening to garnish my wages

  Customer Answer

  Date: 06/10/2024

  This company is trying to charge me $2,500 in taxes for the years 2015-16-17 and 18 years that I was homeless you did not reside in the area that they're saying I owe taxes from. I was never notified of any money owed at any point. I asked if there was a way to show them that I was homeless at the time not working or anything and was told pretty much that there's nothing I can do that needs to pay the $2,500 or they're going to garnish my wages I'm still homeless so if they start garnishing my wages I will be back on the street I'm trying to figure out a way to resolve this because it's wrong and unfair I don't live there never have

  Business Response

  Date: 06/13/2024

  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 occupation tax notice. In disputing the tax, the complainant
  advised that he did not reside within the taxing jurisdiction, as he is
  homeless.  Please know that I have
  thoroughly reviewed his account. 
  
  As a preliminary matter, Keystone is the current
  and delinquent occupation tax collector for Derry Township and Derry Township
  School District. The occupation tax is a flat tax assessed on all
  employed residents of a particular taxing jurisdiction.  The Township and School
  District separately bill occupation taxes with different due dates. Please know
  that Keystone began occupation tax collection for both the Township and School
  District in 2023. As this matter concerns 2015-2018 occupation taxes, the
  complainant’s delinquent account was turned over to Keystone by the previous
  collector. 
  
              In
  response to his receipt of a Notice of Intent to Garnish
  Wages, the complainant contacted Keystone and advised
  that he never resided in Derry Township. 
  Accordingly, he was advised to file a residency exemption.  The complainant must submit information
  establishing his residence elsewhere.  This
  process is easy, as Keystone offers an online portal for these filings at
  KeystoneCollects.com.  Additionally,
  there may be other exemptions, such as low income, that are applicable to the
  complainant.  For reference, the Township
  and School District exonerate any person making less than $12,000 a year from
  paying occupation taxes. 
  
              Per my review of the complainant’s
  account, his address on record during the tax years at issue was within Derry
  Township and Derry Township School District. Furthermore, homelessness is not
  an available exemption from the occupation tax. The tax is not tied to property
  ownership or a permanent rental dwelling. Rather, residence is determined by a
  taxpayer’s domicile, which is the fixed place of abode in which, in the
  intention of the taxpayer, is permanent rather than transitory. See e.g. 53 P.S. § 6924.501. It is well settled
  that “a person can have more than one residence, but only one ‘legal residence’
  or domicile.” See, Dorrance’s Estate, 163 A. 303 (Pa.
  1932), and Goetz v. Borough of Zelienople,
  324 A.2d 808 (Pa. Cmwlth. 1974). Accordingly, unhoused individuals must claim
  domicile somewhere. Based upon the information available to Keystone, it
  appears that the complainant was domiciled in Derry Township / Derry Township
  School District.
  
              Nevertheless,
  should the complainant file a relevant 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
  

• Initial Complaint

  Date:06/07/2024

  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.

  Since I have moved to Bethlehem, dealing with Keystone Collections has been a frequent nightmare. They continuously insist we owe local income taxes from 2019 when we didn't live in Bethlehem. We have uploaded W2s at their request, several times, to show we didn't live there and filled out exemption forms and they continue to say that the information wasn't provided or wasn't sufficient. My husband and i are forced to receive threats of garnishment at least several times a year and then sit on the phone for an hour to wait to speak to someone, who then wither denies that we ever uploaded documentation or tells us that it can be "easily fixed" and then 3 months later we receive another garnishment letter stating we never paid our taxes. It is starting to feel like harassment and we don't know how to stop it. I feel like Keystone Collections will be following us wherever we go at this point even if we move away. It's literally, awful. We are tax paying, hard working people and feel like this is above and beyond unnecessary.

  Business Response

  Date: 06/12/2024

  Dear M*. ******:
  
  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. The complainant advised that she and her
  husband resided in the taxing jurisdiction for three (3) months of 2019. 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 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. 
  
  Per my review of the complainant and her husband’s
  account, this matter concerns tax years 2019, 2020 and 2021. Please know that
  the complainant filed individual tax returns with Keystone for tax years 2020,
  2021 and 2022. However, the complainant’s husband has never filed a tax return
  with Keystone.
  
  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.
  
  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.  Moreover, the information supplied by the DOR
  evidenced that the complainant and her husband filed their PA 40s as full year
  residents of Bethlehem City / Bethlehem Area School District.
  
  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 an initial delinquent notice for the 2019 tax year on October 20, 2021
  and for the 2020 and 2021 tax years on May 30, 2024.   This notice advises taxpayers of their tax
  delinquency, and affords taxpayers with the opportunity to reconcile their
  account, without statutory penalty, for thirty (30) days.
  
  In response to the 2019 notice, the complainant’s
  husband sent Keystone a copy of their PA 40 evidencing that their state level
  income taxes were paid. However, as this matter concerns local level income
  taxes, not state level income taxes, my office requested further documentation.
  No documentation was supplied, and follow up notices were issued on December
  29, 2022 and May 4, 2023. Through several telephone conversations, the
  complainant and her husband were advised to supply documentation and complete
  an Information Supplement Form detailing their residency dates. No
  documentation was supplied. On April 18, 2024, my office sent the complainant
  and her husband a Notice of Intent to Garnish
  Wages, by Certified Mail.  Documentation was ultimately supplied on April
  26, 2024. Additionally, the complainant completed the Information Supplement
  Form on June 10, 2024.
  
  Per my office’s review, the 2019 tax year has been
  closed due to the availability of out-of-state tax credits from the
  complainant’s husband’s tax paid to the State of New York. However, the 2020
  and 2021 tax years remain outstanding, and my office has sent a document
  request to the complainant and her husband seeking documentation evidencing
  their earnings, their PA 40s and any Schedules G-L or tax returns filed with
  other states.
  
  I note that the outstanding discrepancy on this
  account is based upon the complainant’s husband’s income. The complainant’s
  husband has never filed a tax return with Keystone, and Keystone has not
  received any local EIT or withholdings on his behalf. If credits are available,
  the complainant’s spouse must supply documentation evidencing the same. I note
  that this situation would have been avoided had the complainant’s spouse filed
  a tax return in accordance with his statutory obligation.
  
              My office will review supplemental
  documentation from the complainant’s spouse once it is received. Nevertheless,
  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:06/06/2024

  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.

  Contacted by business claiming owed taxes, late penalties and interest for a township i did not reside in during the stated period. They do not have a copy of my W-2 and can make no such claim. Instead claiming the burden of proof lies with me to prove I DONT owe them money. How is this legal??

  Business Response

  Date: 06/10/2024

  
  Dear Ms. ******:
  
  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 local earned income tax
  (“EIT”) notice. The complainant disputed the figures contained on the notice
  and advised that he did not reside in the political subdivision wherein the tax
  was assessed. Please know that I have thoroughly reviewed the complainant’s
  account.
  
  As a preliminary matter, the complainant did not
  provide any identifying information, other than his name and zip code, in his
  complaint. As the complainant has a relatively common name, there are many
  accounts in Keystone’s system associated with such name. However, I have reviewed
  Keystone’s records and believe I have located the account at issue based upon
  the complainant’s zip code. However, because I cannot be completely sure, I
  will respond to the complainant’s concerns generally so as to protect
  confidentiality. If the information contained herein is inaccurate, the
  complainant should supply additional information, including his Keystone
  account number and his address.
  
  Keystone serves as the Act 32 Tax Officer for the nineteen
  (19) county-wide tax collection Districts throughout the Commonwealth of
  Pennsylvania.  In this capacity, Keystone
  is tasked with the administration, collection, and reconciliation of local EIT
  for all communities within such Tax Collection Districts that assess an
  EIT.  In southeastern
  Pennsylvania/suburban Philadelphia, Keystone serves as Tax Officer for Delaware
  County, Chester County, Bucks County and Northampton County. It appears that
  this matter concerns the complainant’s receipt of a delinquent local earned
  income tax notice for a community within Delaware County.
  
  The Local Tax Enabling Act (“LTEA”)
  requires all Pennsylvania resident taxpayers making earned income and/or net
  profits to file a local EIT return with their resident Tax Officer. 53 P.S. §
  6924.502(c). It is important to note that local EIT, like all other
  income-based taxes, are self-reporting. 
  Per my review of the complainant’s account, he did not file a tax return
  with Keystone for tax year 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
  complainant’s delinquent notice were taken directly from the earnings
  information supplied by the DOR, which represents figures the complainant
  listed on his PA 40 personal income tax return. 
  Moreover, a comparison between the DOR’s information and Keystone’s
  internal records placed the complainant in the Delaware County community listed
  on his tax notice for the 2021 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). 
  
  Per my review, the complainant was issued an
  initial delinquent notice on May 31, 2024. 
  This notice advises taxpayers of their tax delinquency, and affords
  taxpayers with the opportunity to reconcile their account, without statutory
  penalty, for thirty (30) days. In response to the delinquent notice, the
  complainant filed this complaint. If the complainant disputes the tax balance
  listed on his notice, he may supply documentation detailing his residency, tax
  withholding or credits. I note that my office also has an address associated
  with the complainant in a Bucks County community that also assesses an EIT. The
  complainant should complete Keystone’s Delinquent Earned Income Tax Information
  Supplement, available online, and provide his residency dates for the 2021 tax
  year. Additionally, the complainant should supply any W-2s or other income
  documentation that would evidence local earned income tax withholding or tax
  withheld to the City of Philadelphia. However, as the complainant has not
  supplied any documentation or filed a tax return, my office is unable to close
  his account.
  
  Finally, I would mention that this information is
  contained within the notice sent to the complainant.  Keystone has at all times acted in accordance
  with its statutory powers and duties. See 53 P.S. § 6924.509. Keystone’s
  actions in handling the complainant’s account have been proper.
  
  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

  Customer Answer

  Date: 06/10/2024

  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:06/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Keystone Collections Group essentially bullied me for almost two years, refusing to provide verification of debt, into paying for additional Earned Income Tax for a locality I was not living or working in said locality (Derry Township, PA). Eventually I just gave in and paid over $300 because I was exhausted and had no way to prove, after providing extensive documentation on my living and working arrangements for 2020, that I was living on a friend's couch for the summer of that year,
  
  Now, this company is saying I owe occupation taxes to Derry Township for 2023 (asserting I am in delinquent status because I've been contacted before that letter - I hadn't been) and 2024. They mailed both of these to my address from when I paid the EIT taxes, to my out of state (DC) permanent address. I literally provided my lease agreements to them when I was fighting against the additional EIT, indicating I moved from Hershey to Delaware in 2021, and I haven't moved back. I also had to file, along with my landlord, and occupancy report indicating I moved out. I am so frustrated with this collections agency trying to bully me and putting my credit at risk for undue taxes to a state and city I haven't lived in for almost 3 years, then not being responsive to requests for verification or proof of the fact that I don't owe money.
  
  I would note that the current statement/2024 taxes gives a statement date of February but it was not received until May, within days of the 2023 delinquency notice.

  Business Response

  Date: 06/06/2024

  
  Dear Ms. ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In his complaint, the complainant detailed disputes with
  Keystone regarding (1) earned income taxes and (2) occupation taxes. Please
  know that I have thoroughly reviewed the complainant’s account. I will address
  each tax issue separately.  
  
  Local Earned Income Taxes (“EIT”)
  
  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. 
  Per my review of the complainant’s account, he did not file a tax return
  with Keystone for tax year 2020. 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.
  
  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 notice were taken directly from the earnings
  information supplied by the DOR, which represents figures the complainant
  listed on his PA 40 personal income tax return. 
  Moreover, this information indicated that the complainant filed his PA
  40 as a resident of Derry Township / Derry Township School District.
  
  Per my review, the complainant was issued an
  initial delinquent notice on August 19, 2022. 
  This notice advises taxpayers of their identified tax delinquency, and
  affords taxpayers with the opportunity to reconcile their account, without
  statutory penalty, for thirty (30) days. 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). 
  
  In response to the delinquent notice, the
  complainant contacted Keystone electronically using Keystone’s Issue Tracker
  (“KIT”) system on September 7, 2022. The complainant disputed the figures
  listed on his delinquent notice, and was advised to supply documentation
  evidencing his residency. The complainant responded by advising that he could
  not supply such documentation. Accordingly, the complainant’s claims could not
  be verified. Through several communications, the complainant ultimately
  supplied documentation on May 5, 2023 detailing numerous places of residence in
  2020, as well as several employers. However, upon review, the balance could not
  be removed from the complainant’s account because additional verification of
  state reported income and out-of-state credits available for taxes paid to
  another state was needed. Taxable compensation reported at the state level
  mirrors taxable earned income at the local level, so additional information was
  required. As such, Keystone issued the complainant a document request notice on
  July 24, 2023 seeking copies of his Pennsylvania tax return (with accompanying
  schedules) and any tax return(s) filed to other states. Rather than supply
  additional documentation, the complainant remitted payment in full on September
  5, 2023.
  
  Keystone did not “bully” the complainant into
  paying tax that was not due. Rather, Keystone engaged in its statutorily
  required verification process. As the complainant did not file a part-year tax
  return, several issues required verification.
  
  In response to this complaint, I reopened the
  complainant’s account and determined that the complainant did not reside in
  Derry Township for any portion of the 2020 tax year. Rather, the complainant
  resided in Annville Township / Annville – Cleona School District for the
  portion of 2020 in which he resided in Pennsylvania. These taxing authorities
  are located in Lebanon County, and belong to the corresponding Tax Collection District,
  for which Keystone also serves as Tax Officer. I have had the funds transferred
  to this account. Moreover, I have had the complainant’s account adjusted to
  reflect his part-year residency. However, these taxing authorities assess EIT
  at a higher rate (1.4%) than Derry Township / Derry Township School District
  (1.0%). As a result, the complainant is due a partial refund in the amount of
  $50.30. These funds will be sent to the complainant shortly.
  
  My office appreciates the confusion and complexity
  associated with the complainant’s part -year residency. However, I note that
  this matter could have been avoided had the complainant filed a part-year tax
  return in accordance with his statutory obligation.
  
  
  Occupation Taxes
  
  Keystone serves as the occupation tax collector for
  Derry Township and Derry Township School District. The Township and School
  District each assess a $250.00 occupation tax on all adult employed residents
  of the Township / School District.
  
              There
  are several ways in which a taxpayer might be added to the tax rolls for a
  given community. Keystone, in its capacity as Act 32 Tax Officer for the Dauphin
  County Tax Collection District, utilizes employer remittance data to ensure tax
  rolls are updated consistently. While this provides for the most accurate
  taxpayer listings, certain anomalies may arise. For example, if a taxpayer does
  not update their address with their employer, or if an employer makes an error
  in their remittance to Keystone.
  
              Understanding
  that a taxpayer may not reside in the taxing jurisdiction, Keystone has made
  the exemption application process easy for taxpayers. Taxpayers who dispute
  their per capita / occupation tax bill can simply enter exemption information
  in Keystone’s online portal. The QR code provided on the complainant’s bill
  would link directly to Keystone’s portal.
  
              As
  detailed in the above section concerning EIT, the complainant was placed on the
  tax rolls for Derry Township / Derry Township School District. Original bills
  were returned to my office as undeliverable and unable to forward. As a result,
  once my office obtained a new, accurate address for the complainant, he was
  issued a bill reprint. This accounts for the complainant’s receipt of the bill
  close to the bill’s due date.
  
  Nevertheless, my office is satisfied that the
  complainant did not reside within the taxing authorities for the 2023 and 2024
  tax years. The balance listed on the complainant’s account has accordingly been
  removed.
  
  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:06/03/2024

  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.

  On Saturday, June 1, 2024, I received a letter from Keystone Collections Group stating I owed $42 for Per Capita Tax for the Bethlehem Area School District for tax years 2022 and 2023. I filed and payed the taxes I owed for both years. I have not lived in Bethlehem for over 10 years. In a separate matter over 5 years ago, I provided a lease to Keystone showing I lived in New Hope, PA, not Bethlehem. Thinking this matter would be resolved quickly with a phone call, I contacted Keystone on June 3, 2024. I spoke with a representative and told them I have not lived in Bethlehem for over 10 years and previously provided a lease to show them I did not live there. I waited over an hour to speak with an agent. I told her Keystone had my lease, but she claimed she couldn’t find it and I needed to fill out an exemption form. This is an egregious overreach that constitutes harassment on someone who actually paid their taxes on time and in full for where I resided. Keystone needs to correct their mistake and stop contacting about this matter. My account needs to be credited $42 and Bethlehem needs to be permanently removed from my file so I don’t need to waste anymore time addressing this egregious attempt of a fraudulent money grab.

  Business Response

  Date: 06/04/2024

  Dear Ms. ******:
  
              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 tax notice for a taxing jurisdiction in which he
  did not reside.  The complainant advised
  that he did not wish to provide exemption information. Please know that I have
  thoroughly reviewed the complainant’s account.
  
  As a preliminary matter, Keystone serves as the
  current and delinquent per capita tax collector for the Bethlehem Area School
  District.  The School
  District assesses a per capita 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. 
  
              Per
  my review of the complainant’s account, he was issued per capita tax bills for
  the 2022 and 2023 tax years on September 29, 2022 and July 1, 2023,
  respectively. Both bills were returned to my office as unable to forward
  (“UTF.”) However, as the tax was not paid, a delinquent bill was mailed to the
  complainant on May 29, 2024. In response, the complainant contacted Keystone
  and spoke to a Taxpayer Services Representative, wherein he advised that he did
  not reside in Bethlehem City. On June 3, 2024, based upon information supplied
  by the complainant, the delinquent balance was removed from the complainant’s
  account.  
  
              Taxpayers
  who dispute their per capita / occupation tax bill can enter exemption
  information in Keystone’s online portal or via mail or fax.  The balance listed on the complainant’s
  account has nevertheless 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******, Esquire

  Customer Answer

  Date: 06/04/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  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:05/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Keystone tax services in the Commonwealth of Pennsylvania sent me a letter saying I owed Earned Income taxes for the school district in the tax year 2020. I did not live in that school district that tax year. I lived in Alleghany county Jefferson Hills, not Washington County Canon Mac school district.

  Business Response

  Date: 06/04/2024

  Dear Ms. ******:
  
  Thank you for contacting Keystone Collections Group
  (“Keystone”) regarding this complaint ID number. In her complaint, the
  complainant advised that Keystone sent her a delinquent local earned income tax
  (“EIT”) notice. 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 complainant’s account.
  
   As a
  preliminary matter, Keystone serves as the Act 32 Tax Officer for the Washington
  County Tax Collection District and the local taxing bodies therein.  In this capacity, Keystone is tasked with the
  administration, collection, and reconciliation of local EIT for all communities
  within the Tax Collection District that assess an EIT. 
  
  The Local Tax Enabling Act (“LTEA”)
  requires all Pennsylvania resident taxpayers making earned income and/or net
  profits to file a local EIT return with their resident Tax Officer. 53 P.S. §
  6924.502(c). It is important to note that local EIT, like all other
  income-based taxes, are self-reporting. 
  Per my review of the complainant’s account, she did not file a tax
  return with Keystone for tax year 2020.
  
  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 notice were taken directly from the earnings
  information supplied by the DOR, which represents figures the complainant
  listed on his PA 40 personal income tax return. 
  Moreover, a comparison between the DOR’s information and Keystone’s
  internal records placed the complainant in Canon-McMillan School District for
  the 2020 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). 
  
  Per my review, the complainant was issued an
  initial delinquent notice on May 28, 2024. 
  This notice advises taxpayers of their tax delinquency, and affords
  taxpayers with the opportunity to reconcile their account, without statutory
  penalty, for thirty (30) days. In response to the delinquent notice, the
  complainant contacted Keystone and was advised to submit an information
  supplement form indicating her place(s) of residency for the 2020 tax year and
  accompanying W-2 forms.  The complainant uploaded
  both documents the same day, which claimed residency outside of the Tax
  Collection District for all of 2020 except for nine (9) days. Additionally, the
  W-2 form provides that local tax withholdings were withheld and paid to another
  political subdivision in accordance with her place of residence. 
  
  Nevertheless, my office is satisfied that the
  complainant’s local earned income tax liability has been satisfied.
  Accordingly, her account has been closed, and 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:
                                                                                      Christopher
  *. V******
                                                                                      General
  Counsel

• Initial Complaint

  Date:05/30/2024

  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.

  I was sent a bill for occupation tax for Northern Bedford School District. I have never been to Northern Bedford school district. I have never lived in Northern Bedford school district. I have lived at my address of 11920 PA Route 98 for 11 years. Previously I lived at **** ****** *** ***** **. I have worked for Verizon in ***** ** for 25 years. I am being billed for a tax that doesn't have anything to do with me. Even the address on the form says ********* ** ***** which isn't in Northern Bedford School District, it is in the Northwestern School district. My address on the form is ** ** *** ***** and that is their error, not mine. Then i am told to upload a bunch of documents to prove that I don't live or work in Northern Bedford School District. I am not doing that. I think these people just send out random forms to people hoping they will just pay the $10 because it is easier than fighting them. This sounds like a scam to me.

  Business Response

  Date: 06/03/2024

  Dear Ms. ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In his complaint, the complainant advised that Keystone sent
  him an occupation tax notice for a taxing jurisdiction in which he did not
  reside.  The complainant advised that he
  did not wish to provide exemption information. Please know that I have
  thoroughly reviewed the complainant’s account.
  
  As a preliminary matter, Keystone serves as the
  occupation tax collector for the Northern Bedford School District.  The School District assesses a
  flat $10.00 occupation tax on all adult employed residents of the District.  
  
              Neither
  Keystone nor the underlying tax are a scam. There are several ways in which a
  taxpayer might be added to the tax rolls for a given community. Keystone, in
  its capacity as Act 32 Tax Officer for the Bedford County Tax Collection
  District, utilizes employer remittance data to ensure tax rolls are updated
  consistently. While this provides for the most accurate taxpayer listings,
  certain anomalies may arise. For example, if a taxpayer does not update their
  address with their employer, or if an employer makes an error in their
  remittance to Keystone.
  
              Understanding
  that a taxpayer may not reside in the taxing jurisdiction, Keystone has made
  the exemption application process easy for taxpayers. Taxpayers who dispute
  their per capita / occupation tax bill can simply enter exemption information
  in Keystone’s online portal. The QR code provided on the complainant’s bill
  would link directly to Keystone’s portal.
  
              Nevertheless,
  I have independently verified that the complainant did not reside in Northern
  Bedford School District. The complainant was placed on the tax rolls for
  Northern Bedford School District due to an employer error. The balance listed
  on the complainant’s account has accordingly been removed. While my office
  appreciates the BBB resolution process, I note that this matter could have been
  resolved similarly had the complainant utilized Keystone’s exemption process.
  
  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: 06/03/2024

  
  
  
  
  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:05/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a Delinquent Per Capita and Occupational Tax Notice from Keystone Collections dated 5/15, stating that I am delinquent paying Per Capita and Occupational Taxes, and I now owe an additional $73.24 in late fees. That is over 30% of the original Tax owed in late fees.
  
  The issue is that I did not receive an original bill.
  
  I called Keystone and was told they cannot do anything to remove the late fees as the bill is now delinquent.
  
  After searching online, I found that I am not the first person that has been charged outrageous "late fees" by Keystone for tax bills that were never received.
  
  Additionally, after contacting Keystone, I found that they had my occupation incorrectly entered as "Professional," which allows them to tax me at the highest rate.
  
  I would like my bill to be adjusted and the late fees removed, as I did not receive an original tax bill.
  
  Other similar cases that can be referenced are ********, and ********.
  
  Thank you!

  Business Response

  Date: 05/30/2024

  Dear Ms. ******:
  
              Thank
  you for contacting Keystone Collections Group (“Keystone”) regarding this
  complaint ID number. In her complaint, the complainant advised that Keystone sent
  her a delinquent per capita / occupation tax notice.  The taxpayer disputed the statutory penalty
  and collection costs, as she claimed she did not receive an original bill. Moreover,
  the complainant disputed her assessed occupation. 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
  Phoenixville Area School District.  The
  School District assesses a per capita 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.  Additionally, the District assesses an
  occupation tax on all employed residents of the School District based upon an
  occupation assessment determined by the Chester County Assessment Office. Per
  School District policy, when a taxpayer occupation is unknown, the tax is
  assessed at the professional level. The taxpayer, upon receipt of the initial
  bill, is tasked with appealing their occupation assessment if they disagree.
  
              Per
  my review of the complainant’s account, Keystone sent the complainant the initial
  bill on July 1, 2023.  Said bill was
  mailed to the complainant’s mailing address and not returned as undeliverable
  or unable to forward. The initial bill detailed the time periods wherein the
  complainant may (1) receive a discount for early payment of the taxes; (2)
  remint the face amount; or (3) incur a penalty if payment was remitted later
  than October 31, 2023.  The complainant
  did not remit payment.  Accordingly,
  Keystone sent the complainant a Delinquent Per Capita and
  Occupation Tax Notice on May 15, 2024, which included statutory penalty
  and Act 192 fees.  
  
              The
  complainant does not dispute that her tax is delinquent. However, she disputes
  the penalty and collection costs and requested waiver thereof.   Please
  know that the penalty and costs as detailed in her delinquent notice are
  assessed pursuant to state law and will not be waived.  Pennsylvania law permits the
  assessment of a ten percent (10%) penalty following the period in which the tax
  is due at the face amount.  This penalty
  was added to the complainant’s balance when the tax was not paid by October 31,
  2023. Additionally, Act 192 of 2004 permits Keystone to assess reasonable collection
  costs, as ratified by the taxing authority.
  
  In
  response to her complaint, my office has adjusted the complainant’s occupation
  in accordance with information she supplied. Accordingly, her tax balance has
  been proportionately reduced based upon her updated occupation. An updated bill
  will be mailed to her on May 29, 2024. To resolve this matter, the complainant
  should remit payment in full.
  
  I appreciate the opportunity provided by the BBB to
  resolve the concerns of taxpayers and improve our processes.
  
  Thank you for your attention to this matter.
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
                                                                          By:
                                                                                      Christopher
  *. V******, Esquire

  Customer Answer

  Date: 05/30/2024

  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 did not receive the original bill from Keystone. I am also not the first person that this has happened to. Cases ******** and ******** can be referenced for similar situations within the Phoenixville School District. I should not have to pay late fees for a bill that I did not receive. 
  
  
  
  Regards,
  
  
  
  ********* ********

• Initial Complaint

  Date:05/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Keystone collections never sent me an initial bill. The very first bill to show up is the bill with late fees. This same thing has happened to countless other phoenixville residents from local groups.. Have keystone collections reference case number ******** and ********. They have been reported to the BBB before for this exact issue. Don't we pay enough taxes? Please remove the criminal late charges with no notice of the first bill.

  Business Response

  Date: 05/28/2024

  Dear Ms. Folino:
  
              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 / occupation tax notice.   Further, the taxpayer disputed the statutory
  penalty and collection costs, as he claimed he did not receive an original
  bill.
  
  As a preliminary matter, Keystone serves as the
  current and delinquent per capita and occupation tax collector for the
  Phoenixville Area School District.  The
  School District assesses a per capita 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.  Additionally, the District assesses an
  occupation tax on all employed residents of the School District based upon an
  occupation assessment determined by the Chester County Assessment Office.
  
              Per
  my review of the complainant’s account, Keystone sent the complainant the initial
  bill on July 1, 2023.  Said bill was
  mailed to the complainant’s mailing address, the same address he provided in
  his BBB complaint, and not returned as undeliverable or unable to forward. The
  initial bill detailed the time periods wherein the complainant may (1) receive
  a discount for early payment of the taxes; (2) remint the face amount; or (3) incur
  a penalty if payment was remitted later than October 31, 2023.  The complainant did not remit payment.  Accordingly, Keystone sent the complainant a Delinquent Per Capita and Occupation Tax Notice on
  May 15, 2024, which included statutory penalty and Act 192 fees.  
  
              The
  complainant does not dispute that his tax is delinquent. However, he disputes
  the penalty and collection costs and requested waiver thereof.   Please
  know that the penalty and costs as detailed in his delinquent notice are
  assessed pursuant to state law and will not be waived.  Pennsylvania law permits the
  assessment of a ten percent (10%) penalty following the period in which the tax
  is due at the face amount.  This penalty
  was added to the complainant’s balance when the tax was not paid by October 31,
  2023. Additionally, Act 192 of 2004 permits Keystone to assess reasonable collection
  costs, as ratified by the taxing authority. Accordingly, the balance listed on
  the complainant’s account stands. To resolve this matter, the complainant
  should remit payment in full.
  
  I appreciate the opportunity provided by the BBB to
  resolve the concerns of taxpayers and improve our processes.
  
  Thank you for your attention to this matter.
  
                                                                          Very
  truly yours,
  
                                                                          KEYSTONE
  COLLECTIONS GROUP
  
                                                                          By:
                                                                                      Christopher
  *. V******
                                                                                      General
  Counsel