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

211 total complaints in the last 3 years.
59 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Keystone Collections garnished my wages due to owed taxes and they took too many payments and I have yet to recieve my check that was claimed to be mailed in May.
Business Response
Date: 08/06/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that Keystone garnished her wages in excess of the delinquent local earned income taxes owed for the 2022 tax year. Please know that I have thoroughly reviewed the complainants account.

As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Northampton County Tax Collection District and the local taxing bodies therein. In this capacity,Keystone is tasked with the administration, collection, and reconciliation of local earned income taxes ( EIT) for all communities within ****************** that assess an EIT.

The Local Tax Enabling Act (****) requires all Pennsylvania resident taxpayers making earned income and/or net profits to file a local EIT return with their resident Tax Officer. 53 P.S. 6924.502(c). It is important to note that local ***, like all other income-based taxes, are self-reporting. That is, it is the taxpayers legal obligation to file a tax return, report all income, and remit any outstanding tax, if necessary. Income taxes are not billed like real estate or certain nuisance taxes.

Per my review of the complainants account, she did not file a local earned income tax return for the 2022 tax year. As such, the complainant was issued an initial delinquent notice on September 17, 2024. The complainant did not respond to this notice. The **** authorizes the collection of delinquent local earned income tax by wage garnishment. 53 P.S. 6924.702-703. Keystone issued Notices of Intent to Garnish Wages on October 31, 2024 via Certified Mail, January ******, February 6, 2025 and March 20, 2025 via First Class Mail. The complainant did not respond, and wage garnishment was issued to her employer.

As the complainant claims in her complaint, the balance on this account has since been satisfied through garnishment and a refund was issued. However, the refund check was returned as unable to forward **************** was never supplied with an updated address. However, my office will reissue the complainants refund and mail it to the address provided with this complaint.

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

Thank you for your attention to this matter.

                                                                        Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******
                                                                                    General Counsel
Initial Complaint
Date:07/29/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband (****** *******) and I moved from ******* ** to Dauphin ** in Sept of 2022 and sold our home in Leb ** in Nov of 2022. *** is still sending us taxes for Leb ** and now threatening wage garnishment for taxes for a county that we don't live in.All records were provided to them in our house settlement when we sold our property in *********pies of the sale were sent to them twice with our 2022 tax filings. One with Leb ** taxes and one with Dauphin ** taxes. They collect for both counties.We got bills after that and contacted them. They requested documentation again so we again sent sale records to show we no longer owned the property. We got bills again in 2024. When contacting them, they requested copies of our driver's licenses so we sent copies of our licenses to prove we don't live in Leb **. We were told that would satisfy all records and wouldn't get any other bills. I received an email confirmation from them. They still continue to send us tax bills for ********** sends the bills to our house in ***** ** so they know we live in ********, not Leb **. We also pay *** our Dauph ** income taxes so they have more records to prove that we live in *****, not Leb.KCG states our employers are submitting wrong. It's hard to believe both our employers are, but even if that is truly the case, I had contact with *** in June of 2024 regarding 2024 per capita tax and submitted documents and they said it was taken care of. So why are they trying to garnish wages for those taxes. *** says to complete an exemption but there's no option for an exemption for "delinquent" accts, only for payment and ************ can they tax us for a county we don't live in. How can they garnish our wages to steal our money. We've provided more than sufficient documents and they still can't keep their records correct. How can they keep harassing us. We've called numerous times and every time they say it's taken care of. I've also done an online message to them with no response.
Business Response
Date: 08/11/2025
Dear Ms. *******

            Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that Keystone sent her spouse a Notice of Intent to Garnish Wages for a tax he does not owe. In support, the complainant advised that she and her spouse moved out of the taxing jurisdiction. Please know that I have thoroughly reviewed this account.

            As a preliminary matter, Keystone serves as the current and delinquent per capita tax collector for *************** and ****************************. The per capita tax is a head tax assessed upon all adult residents of the Borough and School District.

            Per my review of the impacted account(s), the complainants were exonerated from Borough per capita taxes in June of 2024. However, shortly thereafter, the complainants spouses employer remitted a quarterly local earned income tax payment to Keystone for *************** / ****************************. As a result, the complainants spouses account remained associated with the ***************************. Moreover, School District per capita tax bills are mailed on July 1. As a result, the complainants spouse was issued a 2024 School District per capita tax bill on July 1, 2024. The complainant spouse did not remit payment and was issued a delinquent notice on February 10, 2025.

            The **** authorizes the collection of delinquent per capita taxes by wage garnishment. 53 P.S. 6924.702-703. As the complainants spouse did not respond to the delinquent notice, he was issued a Notice of Intent to Garnish Wages via Certified Mail on May 7, 2025 and First Class Mail on July 15, 2025. This complaint followed the July 15 Notice.

            On July 29, 2025, the complainant contacted my office. In response, a supervisor reviewed the impacted account and identified that the employer-remitted earned income tax caused the account to revert to residency status within the ***************. On the same day, the impacted account was closed. Accordingly, there is no outstanding balance on the complainants spouses account. My office therefore considers this matter resolved.

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

            Thank you for your attention to this matter.

                                                                        Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******
                                                                                    General Counsel
Initial Complaint
Date:07/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm inquiring about Keystone Collections group regarding a notice to garnish wages for ***** L ******. The debt that they're wanting to collect had been paid on 4/23/2025, yet they're wanting to garnish wages. When inquiring about this, they had stated that it was for the year 2024 and they sent notices on 2/1/25, 2/10/25, and 4/30/25 but we've never received these supposed notices. If there was a supposed amount due for the year 2024, why are we just now being notified about it? They never sent anything regarding that until just recently. The only one that we saw was the notice to garnish wages. I suspect that they're trying to charge double for taxes and it seems that they're trying to deliberately charge more for the taxes, and they added fees which make it more than triple what had already been paid. This isn't the first time that we've run into this problem. In the past, they charged us more than what we owed, stating that it wasn't paid when it was. We paid the supposed amount but I'm afraid that they will still try to garnish wages because they've done this to someone else. I want this resolved. I want an apology and if wages get garnished, I think we should be reimbursed triple of what they take since they want to charge more than triple for something that was already paid. Furthermore, at the very least, I think we should be reimbursed for whatever fees that they added to the supposed amount since they never bothered to send any notices until now.
Customer Answer
Date: 07/30/2025
ADDITIONAL INFORMATION:

I just wanted to post an update regarding the situation involving Keystone Collections Group. They continue to state that we owe them money even after it's been paid. I'm worried that they're still going to try to garnish wages even though it's been paid. I'm also concerned that they're trying to take more from us than we owe. This is not the first time that they've done this. Please help us in the resolving of this issue.
Business Response
Date: 08/08/2025
Dear Ms. *******

            Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that Keystone sent him a notice informing him that his wages would be garnished for a tax he believed he paid. Further, the complainant advised that he never received any delinquent notices. Please know that I have thoroughly reviewed this account.

            As a preliminary matter, Keystone serves as the current and delinquent per capita and occupation tax collector for the ******************** District. The per capita tax is a head tax assessed upon all adult residents of the School District and the occupation tax is a head tax assessed upon all adult employed residents of the School District.

            In his complaint, the complainant advised that the amount at issue was paid on April 23, 2025. Please be advised that the payment the complainant remitted on April 23 concerned his 2025 per capita/occupation tax liability. The 2024 taxes, the subject of the notice at issue, remained outstanding.

            The current per capita/occupation tax bill was issued to the complainant on February 1, 2024. The bill was not returned to my office as undeliverable or unable to forward (UTF) and is therefore legally deemed to be received. The complainant did not remit payment, and his account became delinquent. My office issued the complainant an initial delinquent bill on February 10, 2025 and received no response.

            The Local Tax Enabling Act authorizes the collection of delinquent per capita and occupation taxes by wage garnishment. 53 P.S. 6924.702-703. My office issued the complainant a Notice of Intent to Garnish Wages via Certified Mail on April 30, 2025. However, after my office issued the Notice of Intent to Garnish Wages, the February 10, 2025 delinquent notice was returned to my office as UTF. Subsequently, the Notice of Intent to Garnish Wages was returned to my office as UTF. On July 15, 2025, my office reissued the Notice of Intent to Garnish Wages, via First Class Mail. This complaint followed.

            I note that the complainant has remitted payment in full in response to the July 15 Notice. However, because the initial delinquent notice was returned UTF, my office has agreed to refund the complainant the $25.00 garnishment fee. Accordingly,the complainant has remitted payment in the same fashion had he received the initial delinquent notice and remitted payment upon receipt. The complainant should receive the refund soon, if he has not yet received it.

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

            Thank you for your attention to this matter.

                                                                        Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******
                                                                                    General Counsel
Initial Complaint
Date:07/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Money was taken from my employment check without my knowledge or authorization.
Business Response
Date: 08/06/2025
Dear Ms. ******************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that Keystone garnished his wages for the collection of delinquent local earned income taxes. The complainant further advised that the wage garnishment was issued without his knowledge or authorization. Please know that I have thoroughly reviewed the complainants account.

As a preliminary matter, Keystone serves as the duly appointed Act ****************************************************************** this capacity, Keystone is tasked with the administration, collection and reconciliation of local earned income taxes for all communities within *************** that assess an earned income tax.

The Local Tax Enabling Act (****) requires all Pennsylvania resident taxpayers making earned income and/or net profits to file an annual local earned income tax return with their resident Tax Officer. 53 P.S. 6924.502(c). It is important to note that local earned income taxes, like all other income-based taxes, are self-reporting. That is, it is the taxpayers legal obligation to file a tax return, report all income, and remit any outstanding tax, if necessary.

Per my review of the complainants account, he failed to file a tax return with Keystone or otherwise remit payment of local earned income tax for the 2021 tax year. Pursuant to the information exchange mandate of the ***** Keystone is supplied with limited earnings information from the ********************************** (***) used to identify unpaid or underpaid accounts. See 53 P.S. ***********.

The complainant was issued an initial delinquent notice for the 2021 tax year on May 31, 2024. The complainant did not respond to said notice. The **** authorizes the collection of delinquent local earned income taxes by wage garnishment. 53 P.S. 6924.702-703. Accordingly, the complainant was issued a Notice of Intent to Garnish Wages by Certified Mail on July 18, 2024 and First Class Mail on November 7, 2024. As the complainant did not respond to these notices, the wage garnishment was issued to his employer on January 3, 2025. The complainants employer advised that the complainant was no longer employed with the employer, and my office updated the complainants employer on February 20, 2025. The complainant was issued a notice advising of the update. Similarly, the complainants employer was updated again on March 20, 2025. My office issued the complainant another update notice. The employer did not comply with the garnishment directive and was issued a demand notice on June 18, 2025. The employer subsequently began garnishing the complainants wages and this complaint followed.

If the complainant disputes the balance listed on his account, he should provide documentation evidencing that the tax was paid or is not owed for some reason. Absent such documentation, the balance listed on his account must stand.

As you can see, my office issued the complainant numerous delinquent notices prior to wage garnishment. I appreciate the opportunity provided by the BBB to resolve the concerns of taxpayers and improve our processes.

Thank you for your attention to this matter.

Very truly yours,

KEYSTONE COLLECTIONS GROUP

By:
*********** E. *******
General Counse
Customer Answer
Date: 08/07/2025
Better Business Bureau:

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

Regards,

**** ********
Initial Complaint
Date:06/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our local tax money went to another tax collections group by mistake from an employer. That tax collections group confirmed they sent our tax money to Keystone. Keystone has now garnished the wages for both me and my husband each for the total. They are now getting triple the money - 1 from the other collections group 2. My husbands garnished wages 3. My garnished wages. They are being completely unresponsive. They made a mistake and refuse to correct it and are keeping triple our tax money.
Business Response
Date: 07/09/2025
Dear Ms. ******************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that Keystone garnished her and her husbands wages to collect delinquent local earned income taxes (EIT.) The complainant advised that their wages were garnished in error, as their local tax was mistakenly remitted to another Tax Officer. Please know that I have thoroughly reviewed the complainants account.

As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Allegheny North 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, the complainant and her husband did not file a tax return with Keystone for the 2022 tax year.

Pursuant to the information exchange mandate of the ***** Keystone is supplied with limited earnings information from the ********************************** (***) used to identify unpaid or underpaid accounts. See 53 P.S. ***********. The income figures listed on the delinquent notice at issue were taken directly from the earnings information supplied by the **** which represents figures the complainant and her husband listed on their jointly filed PA 40 personal income tax return for the 2022 tax year.

Understanding that the information supplied by the *** may be inaccurate, Keystone provides taxpayers with ample notice prior to the initiation of adverse legal or collection action. Through the ***** Tax Officers such as Keystone are vested with the right to request documentation to verify the accuracy of a tax return, or if no tax return was filed, to ascertain the amount of tax due. See 53 P.S. 6924.509(f).

Per my review, the complainant was issued an initial delinquent notice on September 12, 2024. The initial delinquent notice advises taxpayers of their tax delinquency and affords them the opportunity to reconcile their account, without statutory penalty, for thirty (30) days.

The LTEA authorizes the collection of delinquent local earned income tax by wage garnishment. 53 P.S. 6924.702-703, As the complainant did not satisfy her account in response to the delinquent notice, my office sent the complainant and her husband Notices of Intent to Garnish Wages, by Certified Mail on October 31, 2024 and by First Class Mail on February 6, 2025. In response, on December 19, 2024, the complainants husband contacted my office and requested a payment plan. As the account was in garnishment status, my office could not extend the complainant and her husband a payment plan. However, at the time, my office placed a courtesy hold on the account for the complainant and her husband to provide documentation evidencing that the tax was previously paid.

Importantly, my office has received local earned income tax withholdings on the majority of the state reported taxable income.These withholdings have been supplied to Keystone by the complainant and her spouses employers and from the other Tax Officer referenced in the ************ issue is an outstanding balance associated with income for which the complainant and her spouse have been unable to account. That is, ********************** has given this account credit for all local earned income tax withholdings received and evidenced on W-2s supplied by the complainant and her spouse. Keystone is not pursuing triple the money as the complainant contends in her complaint.

Through several phone calls and a document request dated March 13, 2025, the complainant has been advised of a discrepancy in $26,993.00 of income for which the complainant and her spouse have been unable to account. As a result, the outstanding balance on the account represents the tax liability on this income. To date, the complainant and her spouse have been unable to supply information identifying this income or evidence that tax was paid thereupon.

            As the account balance remained outstanding, the wage garnishment was issued to the complainant and her husbands employers on May 7, 2025. That is, the complainant and her spouse were given six (6) months from the original garnishment notification in which to satisfy this matter. The complainants account was ultimately satisfied via employer garnishment payments. On July 2, 2025, the complainants account was cleared, and the garnishment was released. That is, my office mailed a release notice to the complainants and her husbands employers. However, the complainants employer garnished additional funds to Keystone. Refunds of these funds were prepared on July ******, and July 3, 2025. There is unfortunately a delay associated with Keystones receipt of garnished funds that is outside of Keystones control. Should my office receive any additional garnished funds, any such funds will be returned to the complainant directly.

I note that this issue could have been avoided by the proper filing of a tax return and associated remittance of payment. Nevertheless, my office considers this matter resolved. Should the complainant dispute the delinquent balance collected on her account, she should supply documentation accounting for the $26,993.00 income and associated proof of payment, as previously requested by my office.

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

Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******
                                                                                    General Counsel
Initial Complaint
Date:06/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My partner (****** ***********) and I get billed every year from this collection agency, despite paying our taxes via our mortgage company, ****. They have been notified in the past, and I believe they are trying to frighten people into giving them their financial info. Real scammers!
Business Response
Date: 06/18/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that Keystone sent a notice requesting payment for delinquent local earned income taxes (EIT). The complainant further advised that she pays her taxes each year via her mortgage company, ****. Please know that I have thoroughly reviewed the complainants account.

As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Bucks County Tax Collection District and the local taxing bodies therein. In this capacity,Keystone is tasked with the administration, collection, and reconciliation of local EIT for all communities within ************ that assess an EIT.

In her complaint, the complainant advised that her and her partners local taxes are paid by their mortgage company. As detailed herein, this matter concerns local EIT, a separate and district tax from local real estate tax. Local *** is based upon income, not property ownership. The notices sent by Keystone have clearly detailed that this matter does not concern real estate taxes. Moreover, local *** is self-reporting, and while an employer may remit local earned income tax withholdings on a taxpayers behalf, it is the taxpayers responsibility to file a tax return, report all income, and claim any necessary tax credits. In the case of Bucks County residents, such tax returns must be filed directly 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 ***, like all other income-based taxes, are self-reporting. That is, it is the taxpayers legal obligation to file a tax return, report all income, and remit any outstanding tax, if necessary. Income taxes are not billed like real estate or certain nuisance taxes.

Pursuant to the information exchange mandate of the ***** Keystone is supplied with limited earnings information from the ********************************** (***) used to identify unpaid or underpaid accounts. See 53 P.S. ***********. The income figures listed on the complainants delinquent notice were taken directly from the earnings information supplied by the **** which represents figures the complainant listed on her PA 40 personal income tax return.

Understanding that the information supplied by the *** may be inaccurate, Keystone provides taxpayers with ample notice prior to the initiation of adverse legal or collection action. Through the ***** Tax Officers such as Keystone are vested with the right to request documentation to verify the accuracy of a tax return, or if no tax return was filed, to ascertain the amount of tax due. See 53 P.S. 6924.509(f).

If the complainant disputes the tax, she may supply documentation, such as W-2s, PA-40s, tax returns filed with other taxing authorities, evidencing that no tax is due. Alternatively, the complainant may contact my office to establish a payment plan.

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

Thank you for your attention to this matter.

                                                            Very truly yours,

                                                            KEYSTONE COLLECTIONS GROUP

By:
                                                                        *********** E. *******, Esquire
Initial Complaint
Date:06/05/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding Keystone Collections Group due to improper wage garnishment practices.Keystone Collections previously garnished my wages to satisfy a delinquent local tax obligation. I fully satisfied the debt all owed taxes were paid in full, and the garnishment should have ceased at that time.However, after my balance was cleared, Keystone Collections continued to garnish my wages from both of my employers. This has resulted in unauthorized deductions from my paychecks beyond what was legally owed.I contacted Keystone Collections to resolve this matter and provided proof of payment, but the garnishments have not been properly addressed or refunded.I am requesting the following:Immediate cessation of all wage garnishments on my accounts.Full refund of all garnished wages collected after the debt was paid in full.Written confirmation that this matter has been corrected and will not negatively affect my employment or credit.I am providing documentation of payment and payroll records to substantiate my claim.Thank you for your assistance in resolving this matter.
Customer Answer
Date: 06/06/2025
ADDITIONAL INFORMATION:

See Six Attachments.
Business Response
Date: 06/16/2025
Dear Ms. ******************** 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 her wages were garnished in excess of the funds that were due and they have not received all the funds back. Please know that I have thoroughly reviewed the complainants account.

As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Allegheny Southeast Tax Collection District and the local taxing bodies therein. In this capacity, Keystone is tasked with the administration, collection, and reconciliation of local EIT for all communities within the Tax Collection District that assess an EIT.

The Local Tax Enabling Act (****) requires all Pennsylvania resident taxpayers making earned income and/or net profits to file a local EIT return with their resident Tax Officer. 53 P.S. 6924.502(c). It is important to note that local EIT, like all other income-based taxes, are self-reporting. Per my review, the complainant has never filed a local earned income tax return with Keystone.

Pursuant to the information exchange mandate of the ***** Keystone is supplied with limited earnings information from the ********************************** (***) used to identify unpaid or underpaid accounts. See 53 P.S. ***********. The income figures listed on the delinquent notices at issue were taken directly from the earnings information supplied by the **** which represents figures the complainant listed on her PA 40 personal income tax return for the 2022 tax year.

Understanding that the information supplied by the *** may be inaccurate, Keystone provides taxpayers with ample notice prior to the initiation of adverse legal or collection action. Through the ***** Tax Officers such as Keystone are vested with the right to request documentation to verify the accuracy of a tax return, or if no tax return was filed, to ascertain the amount of tax due. See 53 P.S. 6924.509(f). Moreover, the **** authorizes the collection of delinquent EIT by wage garnishment. 53 P.S. 6924.702-703.

Per my review, the complainant was issued an initial delinquent notice on September 19, 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. The complainant did not respond to this notice.

The **** authorizes the collection of delinquent local earned income tax by wage garnishment. 53 P.S. 6924.702-703, As the complainant did not respond to the delinquent notice, my office sent the complainant a Notice of Intent to Garnish Wages, by Certified Mail on November 12, 2024 and by First Class Mail on January 3, 2025. In response to the January 3 notice, the complainant submitted copies of her W-2s evidencing that her local earned income tax was under-withheld. The complainant was issued a balance due notice on January 30, 2025, but did not remit payment. Accordingly, the wage garnishment was issued to her employers in late March.

            The complainants account was satisfied via employer garnishment payments. On May 28, 2025, the complainants account was cleared, and the garnishments were released. That is, my office mailed release notices to the complainants employers. However, the complainants employers garnished additional funds to Keystone. Refunds of these funds were prepared on May 28, 2025 and June 6, 2025. In her complaint,the complainant advised that not all funds were refunded. There is unfortunately a delay associated with Keystones receipt of garnished funds that is outside of Keystones control. Should my office receive any additional garnished funds, any such funds will be returned to the complainant directly.

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

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

Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******
                                                                                    General Counsel
Customer Answer
Date: 06/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******
Initial Complaint
Date:05/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a non-resident of ************ whose military home of record is *******, **. As a *************** Officer, I have resided overseas for the past 15 years and have used this address solely as an anchor for federal and state tax purposes. I do not own property in ************ or any other U.S. state at this ******* has come to my attention that an error in my Pennsylvania tax filingsspecifically, the failure to designate myself as a non-residenthas led to an improper local tax levy. Despite submitting extensive documentation to Keystone Collections Group, including my official State Department orders and diplomatic residence documents, I have yet to receive any substantive response beyond periodic debt notices with additional interest penalties.Keystones failure to properly acknowledge my non-resident status and correct this issue has placed me in an untenable position. After repeated attempts to rectify the matter through proper channels, I have, on multiple occasions, been compelled to submit payments under duress, fearing that nonpayment could negatively impact my security clearance and, consequently, my employment. This ongoing pattern of disregard for both my legal status and my efforts to resolve the issue is *************** tax preparer has now filed amended Pennsylvania tax returns explicitly identifying me as a non-resident living abroad on a diplomatic assignment. Additionally, a formal request has been made for the reimbursement of improperly collected local taxes from previous years. However, Keystones continued lack of response and obstructionist approach is deeply concerning.I am formally requesting an immediate review and resolution of this matter.
Business Response
Date: 06/19/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant alleged that Keystone sent delinquent notices to him and his spouse for local earned income taxes. The complainant disputed the balance listed on his account because he resides overseas and considers himself a non-resident for purposes of local earned income taxes. Please know that I have thoroughly reviewed this account.

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

The Local Tax Enabling Act (LTEA) requires all taxpayers making earned income and/or net profits to file a local EIT return and to remit any outstanding tax liability with their resident tax officer. 53 P.S. 6924.502(c). Per my review of the complainants account, he has filed inaccurate tax returns for the 2020 2022 tax years listing no taxable income.Further, no tax return was filed for the 2019 tax year.

Pursuant to the information exchange mandate between Keystone and the ********************************** (DOR), Keystone is supplied with limited earnings information used to identify potentially underpaid accounts. This earnings information confirmed the balance listed on the complainants account.

            Per my review, the complainant was issued an initial delinquent notices on October ****** and August 12, 2022. In response, the complainant submitted documentation in support of his claim of non-residency. Such documentation was reviewed, and my office determined that the balances listed on his account were correctly determined. The complainant was issued balance due notices on April 14, 2023 and May 2, 2024. Ultimately, the complainant remitted payment in full in May of 2024. Thereafter, the complainants tax preparer contacted my office requesting the funds back, as she categorized the complainant as a non-resident.

Please know that resident local earned income taxes are assessed on individuals domiciled within a particular Pennsylvania political subdivision. 53 P.S. ********. See also, 73 P.S. ******* (regarding imposition of Pennsylvania personal income taxes on individuals domiciled in ************). Importantly, a taxpayers domicile is the fixed place of abode which, in the intention of the taxpayer, is permanent rather than transitory. 53 P.S. ********.
It is well settled that a person can have more than one residence, but only one legal residence or domicile. See, ***************** 163 A. 303 (Pa.1932), and ***** v. Borough of Zelienople,324 A.2d 808 (Pa. Cmwlth. 1974). Once a domicile in one locality is established, the party alleging a change in domicile has the burden of proving (1) a residence in the new locality, and (2) an intention to remain there. ***************** 163 A.303 (Pa.1932). As such, a taxpayers domicile is his or her home of record.
            Accordingly, physical presence is not required for legal domicile. As the complainant filed Pennsylvania Personal Income Tax Returns, he manifested his intention to claim ************ as his domicile. Nevertheless,one cannot be domiciled within ************ but not be domiciled within a constituent Pennsylvania municipality.
            Importantly,there is no requirement for taxability that income come from either ************ sources or from work in ************, or the ************* for that matter. Furthermore, as a noncitizen of the countries in which the complainant worked, he could not claim legal domicile therein. The complainants work and temporary residence are insufficient to change his domicile to a country other than *****************. Accordingly, the complainants income is not exempt from local earned income tax on the basis of residency.

            As detailed above, the balance listed on the complainants account was correctly determined. As the complainant remitted payment in full, this matter is resolved.

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

Thank you for your attention to this matter.

                                                                        Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******
                                                                                    General Counsel
Customer Answer
Date: 06/22/2025
Better Business Bureau:

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

Dear BBB,
Thank you for forwarding Keystones response. I would like to formally rebut several points made by Keystone Collections Group regarding the handling of my local earned income tax obligations.
First, Keystone stated that I filed inaccurate tax returns for the ******** tax years listing no taxable income. This is incorrect. I filed both federal and Pennsylvania state tax returns for those years, which is how Keystone became aware of my earnings in the first place. What I did not filedue to lack of knowledgewas a local earned income tax return, which I was unaware applied to me as an overseas resident. Upon receiving notification from Keystone, and out of concern that non-payment could jeopardize my federal security clearance, I paid the disputed balances using Keystones platformeven as I continued to question the underlying basis for those charges.
I also wish to reiterate that, similar to military service, Foreign Service Officers are assigned overseas for extended, government-mandated tours, often spanning many years and countries. I have lived abroad for the past 15 consecutive years, stationed in five different countries in service to the **************** My overseas assignment is not temporary in nature and should be considered in any reasonable assessment of residency or domicile.
Furthermore, I would like Keystone to directly address Pennsylvanias own tax residency guidance, which states:
For tax purposes, Pennsylvania distinguishes between domiciliary and statutory residency. Domiciliary residency refers to your permanent home, while statutory residency is based on physical presence. Spending more than 183 days in ************ can make you a statutory resident, even if your domicile is elsewhere.
I have not physically resided in ************ at any time during the tax years in question. The address on ***************** is a relatives home, used to satisfy my employers requirement for a domestic mailing address and tax documentation anchor. It is not my residence in the practical or statutory sense.
In summary:
I did file state and federal returns; only local filings were omitted due to lack of awareness.
I paid the amount Keystone requested under duress to protect my employment and clearance.
I have resided exclusively overseas for the past 15 years.
I do not meet the criteria for statutory residency and challenge Keystones assumption of ongoing PA domicile.
I respectfully request that the BBB consider this rebuttal in evaluating my complaint and urge Keystone to reassess my residency classification in light of these facts.

Sincerely,
***** *****

Business Response
Date: 06/26/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his rejecting my response, the complainant reiterated his contention that he is a non-resident for local earned income tax purposes because he does not meet the Pennsylvania definition of statutory residencyfor purposes of Personal Income Tax. Upon review, my offices prior determination stands. The complainant, as a domiciliary resident of ************, was responsible for state and local taxes.

To avoid duplication, please consult my prior response, as I will restrict this response to new material advanced by the complainant.

As a preliminary matter, the complainant disputed my contention that he filed inaccurate tax returns for the tax years at issue.Please know that the complainants tax preparer filed local earned income tax returns with Keystone on his behalf for the 2020 2022 tax years. These tax returns are inaccurate because they omit all income based upon the complainant and his tax preparers contention that he was a non-resident.

As detailed previously, resident local earned income taxes are assessed on individuals domiciled within a particular Pennsylvania political subdivision.53 P.S. ********. See also, 73 P.S.7301-02 (regarding imposition of Pennsylvania personal income taxes on individuals domiciled in ************). Importantly, a taxpayers domicile is the fixed place of abode which, in the intention of the taxpayer, is permanent rather than transitory. 53 P.S. ********. One cannot be domiciled within ************ but not be domiciled within a constituent Pennsylvania municipality.
            In further support of his claim of non-residency, the complainant cites the Pennsylvania Personal Income Tax 183-day rule regarding statutory residency. That is, he claims that he was not in ************ for 183 days, he should not be considered a resident. First, I note that this rule applies to state level Personal Income Tax and not to local earned income tax. Nevertheless, the 183-day rule applies to individuals who are non-domiciled in ************. For example, the state of ************ will assess Personal Income Tax on a non-resident provided the non-resident spends 183 or more days in *************Conversely, local earned income tax will not be assessed on such individual, as that individual is not domiciled in ************. That is, Personal Income Tax is based upon domicile or statutory residency, whereas local earned income tax is based only upon domicile.

Importantly, ************ assesses Personal Income Tax on individuals domiciled in ************ who do not meet the statutory residency requirement. The complainant himself filed and paid Pennsylvania Personal Income Tax for the subject tax years as a domiciliary resident of ************. I note that while the complainant has attempted to amend his PA 40 to exclude all income for similar reasons, such amendment should be rejected based upon the same rationale. Nevertheless, as a domiciliary resident of ************,the complainant is responsible for state and local income tax.

            Accordingly,the balance listed on the complainants account was correctly determined. As the complainant remitted payment in full, this matter is resolved.

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

Thank you for your attention to this matter.

                                                                        Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******
                                                                                    General Counsel
Initial Complaint
Date:05/27/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Keystone Collections Group issued a garnishment to my employer with no notices sent to my home address. I was only notified of the attachment by my employer. They charged taxes and garnished wages for a year in which I did not reside in the borough. In addition, they did not provide transparency or information regarding the remaining years in which they are garnishing. I sent in all the requested documentation, and they still took money before receiving the disputing documentation. The account has been paid and cleared, yet they still have not sent a letter to my employer to stop the attachment. They are still collecting money on an account that is closed. This is theft. Further, when contacting Keystone Collections Group for assistance, they are of no help. The representatives are rude and do not provide any transparency, and often give inconsistent information. I have also been hung up on by a representative named ***** THREE times. I have requested payment summaries and notices to be sent to my home to which I have yet to receive. When asked to speak with a member of management, they state there is no one else to speak with who can help. Because of their negligence and slow processes, I have experienced extreme financial hardship, accruing late fees and missed payments for other financial obligations.
Business Response
Date: 06/19/2025
Dear Ms. ******************** 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 did not receive notice until her wages were garnished. The complainant further advised that her wages were garnished in excess of the funds that were due and she has not received all the funds back. Please know that I have thoroughly reviewed the complainants account.

As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Allegheny North 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, the complainant has not filed a local earned income tax return with Keystone since tax year 2013.

Pursuant to the information exchange mandate of the ***** Keystone is supplied with limited earnings information from the ********************************** (***) used to identify unpaid or underpaid accounts. See 53 P.S. ***********. The income figures listed on the delinquent notices at issue were taken directly from the earnings information supplied by the **** which represents figures the complainant listed on her PA 40 personal income tax returns for the 2016 and 2018 - 2022 tax years.

Understanding that the information supplied by the *** may be inaccurate, Keystone provides taxpayers with ample notice prior to the initiation of adverse legal or collection action. Through the ***** Tax Officers such as Keystone are vested with the right to request documentation to verify the accuracy of a tax return, or if no tax return was filed, to ascertain the amount of tax due. See 53 P.S. 6924.509(f).

Per my review, the complainant was issued initial delinquent notices on March 12, 2019, May 26, 2021, March 2, 2023, September ******, and March 13, 2025. The initial delinquent notice advises taxpayers of their tax delinquency and affords them the opportunity to reconcile their account, without statutory penalty, for thirty (30) days. The complainant contacted Keystone, both in writing and over the phone, numerous times throughout 2021 2022 regarding this matter.

The complainant supplied documentation evidencing that her employers did not withhold enough local earned income tax to satisfy her tax liability. However, the complainant supplied documentation evidencing that she did not reside within the taxing jurisdiction for all of 2016, the tax year in which she contended in her complaint not to have resided within the taxing jurisdiction. Accordingly, the 2016 tax year was closed, but the 2018 ***** tax years remained outstanding. Nevertheless, the complainant did not otherwise remit payment.

The LTEA authorizes the collection of delinquent local earned income tax by wage garnishment. 53 P.S. 6924.702-703, As the complainant did not satisfy her account in response to numerous delinquent notices, my office sent the complainant Notices of Intent to Garnish Wages, by Certified Mail on May ******* and by First Class Mail on July 1, 2020. Additional Notices of Intent to Garnish Wages were sent to the complainant on May 26, 2021, June 13, 2024, March 13, 2025 and May 7, 2025. As you can see, the complainant was supplied ample notice prior to the issuance of the wage garnishment in March of 2025.

            The complainants account was satisfied via employer garnishment payments. On May 21, 2025, the complainants account was cleared, and the garnishment was released. That is, my office mailed a release notice to the complainants employer. However, the complainants employer garnished additional funds to Keystone. A refund of these funds was prepared on June 6, 2025. There is unfortunately a delay associated with Keystones receipt of garnished funds that is outside of Keystones control. Should my office receive any additional garnished funds,any such funds will be returned to the complainant directly.

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

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

Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******
                                                                                    General Counsel

Customer Answer
Date: 06/19/2025
Better Business Bureau:

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

After reviewing the correspondence, I would like to note that this is not a matter of attempting to debate the responsibility of filing timely taxes or making the required payments. I was unaware that filing local taxes was required,and admittedly never filed a local tax throughout my adult life. Ignorance is not a defense, and I will do better moving forward. Nonetheless, this is not grounds for Keystone to lack transparency, provide inconsistencies, or engage in slow processing times that result in overpayment.
I have not received any notices from Keystone since 2021. At that time, there was a wage attachment with my then-employer for 2016. I provided the documentation requested, proving that I did not reside in ******** for that tax year. The garnishment stopped, and I assumed that it was taken care of. In March 2025, my current employer received a wage attachment for the years 2016, 2018, 2019, 2020, and 2021. I contacted Keystone to speak on the matter as I had not received any notices at my home address. I provided the requested documentation and was advised to include 2022 because, although it was not listed on the original attachment, they would include it soon. I requested a copy of the notice of the garnishment be sent to be home address so that I could have it for my records. I have not received the document.
After submitting the documentation, it was confirmed via phone that the documentation I submitted for 2016 was sufficient and that they would clear that year. However, they would not confirm the amount they had already taken or the amount they would be refunding to me. I requested a letter to be sent to my home address outlining these details so that I have it for my ********** date, I have not received anything other than a letter stating the year had been cleared.
I was told by a representative over the phone that a release letter was sent to my employer on May 7, 2025. This was not the case. Rather, on or about May 15, 2025, my current employer received another notice of garnishment to include 2021 and 2022 after the account had been satisfied. I called again,pleading for a release letter to be sent to avoid more funds being withheld. The release letter was not sent to my employer until after the May 23rd payroll date.
After speaking with multiple representatives and being hung up on multiple times, I was able to speak with a representative who confirmed that overpayment began on April 29, 2025, thus initiating a refund of $250. Payments continued to be made throughout the month of May after the account had been satisfied.I was told all payments made in May would be refunded to include $250 from the payroll date May 9th, $48.21 submitted by me via online, and $165 from the payroll date May 23rd. To date, I have received a refund from April 29th($250)and May 23rd ($165).
An email correspondence was sent to me on May 30th confirming the overpayment amount and stating that it would be refunded. See email here:
"Thank you for contacting Keystone.
I have confirmed that we have received a payment of $250.00 on 5/12/25 and $48.21 on 5/16/25 after receiving the overpayment of $250.00(refund check received) on 4/29/25. After review of those garnishment overpayments, those amounts will be refunded accordingly and sent by paper check in the mail to ****************************************************************************************. If there is a third payment after the $48.21, please allow time for that to be received,reviewed and processed. A release letter was sent to the employer on 5/21/25 and garnishments from your employer should stop upon receiving. If you have any further questions or concerns please contact Keystone for assistance.
Thank you.
If additional information is required to process your request, a representative will contact you.
Sincerely,
Keystone Collections Group **************** Department"

Based on the above communication, I am still owed $298.21.

Because of the continuous conflicting and contradictory information provided by representatives, I again requested that documents be sent to my home address so that I can have them for my records. Items requested include the original garnishment notice for years 2016, 2018, 2019, 2020, and 2021 sent to my employer (because I never received one at my home), the second garnishment notice sent to my employer for 2021 and 2022 (because I never received at my home address), total funds received for year 2016 (starting in 2021) and confirmation as to where those funds were applied to, a summary of all payments made, and a written document stating that the account has been satisfied for all years.

Keystone Collections Group lacks transparency, and my experience with them has been nothing short of torture. The representatives are rude, provide contradictory information so much so that it can be deemed purposeful and dishonest. The processing times are so slow that it has resulted in an overpayment of $713. To some, this may not be much, but to me, it has resulted in missed payments and accrued late fees on other responsibilities. While companies such as Keystone can attach penalty fees and interest, the people cannot.Although I have only requested the above documents and the remaining $298.21 refund,there should be penalties added, as well.

I greatly appreciate your attention to this matter.

Regards,

******** ********
Business Response
Date: 07/09/2025
Dear Ms. ************************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In rejecting my offices response to her complaint, the complainant restated her complaint that Keystone garnished her wages to collect delinquent local earned income taxes (EIT.) To avoid unnecessary duplication, please see my previous response detailing the timeframe and notices sent to the complainant.

As detailed in my previous response, the complainant did not file tax returns with Keystone for the subject tax years (2016 and 2018 2022.) As the complainant claims in her response, various adjustments were necessary due to the complainants part-year residency. Had the complainant properly filed tax returns, this issue could have been avoided.

More specifically, the complainant resided within the taxing jurisdiction for one-half of one month in tax year 2016. Based upon the documentation she supplied, my office adjusted her account, and tax year 2016 was closed. The complainant received a notice clearing tax year 2016 only on April 8, 2025. However, the wage garnishment on the complainants account remained open, as her account showed delinquent balances for tax years 2021 and 2022. These tax years were satisfied via garnishment payments, with the account satisfied via payment applied to the complainants account on May 16, 2025. As such, the garnishment was released via a release notice mailed May 21, 2025 (but dated May 27, 2025.) ********* has issued the complainant refunds of all funds remitted over her adjusted tax balance.

That is, after my office adjusted the complainants account, tax was due for the 2018 2022 tax years. The complainants account was properly adjusted. Should the complainants employer remit additional garnished funds, my office will refund said funds to the complainant directly.

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

Very truly yours,

KEYSTONE COLLECTIONS GROUP

By:
*********** E. *******
General Counsel
Customer Answer
Date: 07/11/2025
Better Business Bureau:

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

Thank you for sharing the response from Keystone Collections Group. I want to clarify that this complaint is not about disputing my obligation to pay local taxes. Instead, I aim to highlight the lack of transparency, unprofessionalism, negligence in basic communication, denial of requested information, and slow processing that leads to overpayments without full refunds. Please refer to my earlier response for further details, as they are outlined there.
As previously provided, an email sent to me by Keystone Collections Group confirms overpayment in the amount of $713.21. To date, I have only been refunded $415.00. Furthermore, I have requested multiple times to have receipts sent to my home address to include dates and amounts paid this can be provided by way of a full payment summary if easier. In addition, I requested a document detailing the garnished wages in 2021 and 2025 for tax year 2016 and confirmation as to where all funds were applied to as they were not refunded to me. I can confirm that Keystone sent a letter stating that the 2016 tax year has been cleared. However, the two-sentence letter does not specify the amount taken for 2016 or how the funds were allocated. I also requested that the original notice of garnishments be sent to my home address because I did not receive them. Please refer to my earlier response for further details.
As admitted by counsel, Keystone has slow processing ******** a result, my employer had no choice but to continue with the garnishment until they were notified to discontinue. When I requested the letter be sent via fax to avoid additional overpayment, I was told that I had to wait two more weeks for processing times as the letter was still in the queue. In addition, both wage attachments received by my employer included 2021. I can only assume this was to collect for 2021 twice.

Due to the conflicting information I have received, I must conclude that Keystone is not a trustworthy business. It is reasonable for me to request documentation for my records. Keystone's refusal to provide this documentation can be seen as an attempt to hide information that I have a right to access. It is also reasonable for me to request a refund for the amount owed to me.

I greatly appreciate the BBB for facilitating this communication and attention to this matter.
Regards,

******** ********
Business Response
Date: 07/17/2025

Dear Ms. ******************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In rejecting my offices response to her complaint, the complainant restated her complaint that Keystone garnished her wages to collect delinquent local earned income taxes (EIT.) To avoid unnecessary duplication, please see my previous response detailing the timeframe and notices sent to the complainant.

As detailed in my previous response, the complainant resided within the taxing jurisdiction for one-half of one month in tax year 2016. Based upon the documentation she supplied, my office adjusted her account, and tax year 2016 was closed. That is, after my office adjusted the complainants account, tax was due for the 2018 2022 tax years. The complainants account was properly adjusted.

To avoid further similar response, my office has prepared separate correspondence to be sent directly to the complainant providing a breakdown of all payments received. To protect taxpayer confidentiality, I will not be detailing such payments in this response.

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

Very truly yours,

                                                                        KEYSTONE COLLECTIONS GROUP

                                                                        By:
                                                                                    *********** E. *******
                                                                                    General Counsel
Customer Answer
Date: 07/18/2025
Better Business Bureau:

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

I appreciate that this matter is close to resolution and look forward to receiving the summary of payments regarding the ********* tax years. However, that document alone will not satisfy the complaint. I am requesting all documents related to my account be sent to my home address, to include the original Notices of Garnishment for ********* and ********* as I never received them (only my employer did), an explanation as to why 2021 was included and collected on twice, breakdown of total funds received for tax year 2016 and where they were allocated to since closing the tax year, and the remaining balance owed to me as a refund (see previous response for amount).
My request is not unreasonable and I hope to come a full resolution soon.

Regards,

******** ********
Business Response
Date: 08/06/2025
Dear Ms. ************************** you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her response, the complainant requested my office provide copies of all wage garnishment notices. My office has prepared separate correspondence to be sent directly to the complainant providing all materials she requested. To protect taxpayer confidentiality, I will not be detailing such documents in this response.

Further, the complainant requested all payment details regarding the 2016 tax year. However, as previously mentioned, no payments have been applied to the 2016 tax year, as such tax year was closed.

Thank you for your attention to this matter, and my office now considers this resolved.

Very truly yours,

*********** *******, Esquire

General Counsel

KEYSTONE collections group
Initial Complaint
Date:05/23/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Received a delinquent letter for EIT for 2020 working at *************************************************** and **********************. I have never worked at this school or lived in **********************. I explained this to them but they still say I owe. How do I owe if I never worked there?
Business Response
Date: 05/29/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that Keystone sent a notice requesting payment for delinquent local earned income taxes (EIT). The complainant disputed the balance listed on her account, contending that she did not reside in the taxing jurisdiction. Please know that I have thoroughly reviewed the complainants account.

As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Northampton County Tax Collection District and the local taxing bodies therein. In this capacity,Keystone is tasked with the administration, collection, and reconciliation of local EIT for all communities within Tax Collection District that assess an EIT.

The Local Tax Enabling Act (****) requires all Pennsylvania resident taxpayers making earned income and/or net profits to file a local EIT return with their resident Tax Officer. 53 P.S. 6924.502(c). It is important to note that local ***, like all other income-based taxes, are self-reporting. That is, it is the taxpayers legal obligation to file a tax return, report all income, and remit any outstanding tax, if necessary. Income taxes are not billed like real estate or certain nuisance taxes. Per my review, Keystone has no tax returns on file for the complainant.

Keystone receives limited earnings information from the ********************************** used to identify potential delinquencies. Keystone compares this information with its withholding records and notifies taxpayers who have not filed tax returns or whose tax returns and payment history do not match the data provided by the *********************. Per my review, the complainant and her spouse were issued an initial delinquent notice on September 16, 2022. Neither the complainant nor her spouse responded to this notice, and they were issued additional follow-up notices on January 12, 2023, May 4, 2023, May 17, 2024, October 24, 2024, and February *******. My office received no response or communication from the complainant.

            The **** authorizes the collection of delinquent local earned income tax by wage garnishment. 53 P.S. 6924.702-703. As the complainant and her spouse did not respond to numerous delinquent notices, Keystone issued them a Notice of Intent to Garnish Wages via Certified Mail on May 7, 2025. The complainant first contacted Keystone on May 22, 2025, and this complaint followed.

I have reviewed the complainants account and the arguments detailed in her complaint. Upon review, the complainant resides in ***************** (***************), a municipality which does not assess an ***. Please know that the complainants employer previously remitted EIT to Keystone on the complainants behalf for ********************** (******************.) This remittance caused Keystone to place the complainant in **********************, which ultimately resulted in delinquent notification. Per my review, this appears to be an error on the complainants employers part. My office has corrected its records, and the complainants account has been closed. Accordingly, this matter is resolved.

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

Thank you for your attention to this matter.

                                                            Very truly yours,

                                                            KEYSTONE COLLECTIONS GROUP

By:
                                                                        *********** E. *******
                                                                        General Counsel
Customer Answer
Date: 05/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *******

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Keystone Collections Group is NOT a BBB Accredited Business.