Business Profile
Collections Agencies
Keystone Collections GroupHeadquarters
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Complaints
This profile includes complaints for Keystone Collections Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 215 total complaints in the last 3 years.
- 65 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/28/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The company garnished my wages for a tax that I do not owe..They are collecting the one percent income tax for the California school district and I have never lived in the ****************************** district..I live in the ******************************..i want my money refunded and for them to stop sending me bills for the California School distictBusiness Response
Date: 04/07/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant advised that Keystone issued her a delinquent per capita tax bill, which she disputes. The complainant advised that she did not reside in the taxing jurisdiction for the subject tax year. Please know that I have thoroughly reviewed the complainants account.
********************** serves as the delinquent per capita tax collector for the ********************** District. Per capita taxes are head taxes assessed on all adult residents of the School District. Per my review of the complainants account, she was issued a delinquent per capita tax notice on August 21, 2024. The complainant did not respond.
The Local Tax Enabling Act authorizes the collection of delinquent per capita taxes by wage garnishment. 53 P.S. 6924.702-703. As the complainant did not respond to the delinquent notice, my office issued her a Notice of Intent to Garnish Wages via Certified Mail on November 5, 2024 and via First Class Mail on January 24, 2025. Both notices were sent to the same address and my office received a signed Certified Mail receipt card indicating that the notice was delivered. The complainant did not contact my office and the wage garnishment was sent to her employer on March 4, 2025. This complaint followed.
The complainant contacted my office after the wage garnishment was issued to her employer. She was advised to submit an exemption application. This form is available online, but my office mailed the complainant an exemption form on March 31, 2025.
Please know that the complainants account was turned over as delinquent by the School District. Keystone began serving as the delinquent per capita tax collector for the School District in May of 2024. At that time, all outstanding delinquent accounts were turned over to Keystone. Moreover, as Keystone serves as the delinquent collector, my office handles only delinquent notification and collection. If a taxpayer is turned over as delinquent in error, the taxpayer is afforded the opportunity to file an exemption. This process is clearly detailed on all bills.
The complainant has been supplied with an exemption form. In the event the complainant qualifies for an exemption from the tax, my office will remove the outstanding liability. Any garnished funds remitted to Keystone by the complainants employer will be refunded to her directly.
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 CounselCustomer Answer
Date: 04/07/2025
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:03/28/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I REACHED OUT OVER A WEEK AGO AND NO ONE RESPONDED TO MY ISSUE.Listed on their website quote..... Keystone will respond within 3 business days to standard questions or ************* SHOULD REMOVE THAT STATEMENT FROM YOUR WEBSITE SINCE YOU CLEARLY DO NOT RESPOND WITHIN THREE DAYS!!!!1.0 rating on ******. KEEP UP THE GOOD WORK! AM I GOING TO GET A REPLY TO MY ISSUE??? OR DO I HAVE TO RESEND THE SAME QUESTION EVERDAY UNTIL SOMEONE RESPONDS?????IT SHOULD NOT TAKE OVER A WEEK FOR SOMEONE TO REACH OUT! I REACHED OUT REQUESTING A REFUND ON THE *** TAX BECAUSE I WORK MULTIPLE JOBS! MY NEW EMPLOYER TOLD ME TO CONTACT THIS PLACE TO GET MY *** TAX REFUNDED. I CONTACT THEM AND THEY IGNORED ME! SO NOW I AM INVOLVING THE BBB! I WANT MY $3.00 REFUNDED! I PAID INTO IT AND I WANT IT BACK! YOU DO NOT PAY THIS TAX IF YOU WORK MULTIPLE JOBS! YOU PAY IT WITH ONE EMPLOYER!Business Response
Date: 03/28/2025
Dear Ms. ********************************************************************************* Thank you for providing my office with the above-referenced consumer complaint. The complainant alleges that she contacted Keystone using the Contact Us feature on our website and that we did not reply.
I am having difficulty located the complainants inquiry based on the information provided. When an inquiry is submitted it is automatically assigned a unique Keystone Issue Tracker (KIT) number and an email is sent to the email address provided in the inquiry. Please have the complainant provide me with the **** that was generated after her submission.
Thank you for your assistance in resolving the complainants concerns.
Very truly yours,
KEYSTONE COLLECTIONS GROUP
By:
*********** E. *******
General CounselCustomer Answer
Date: 03/31/2025
No. Your website never gave me any kit number or any confirmation. But my message did go through.
So since actually I'm able to communicate with somebody....How about Keystone send me my refund through the mail??
Because what's even worse is.....Nobody reached out to me through email or phone number to resolve my issue..... Even AFTER the fact I sent this complaint into the better business bureau. !
Business Response
Date: 03/31/2025
Dear Ms. ********************************************************************************* Thank you for providing my office with the additional information from the complainant. When a taxpayer submits an inquiry to Keystone a KIT number is automatically generated and sent to the submitters email. Based on the complainants response, an inquiry was never submitted to Keystone as alleged.
Regardless,taxpayers seeking a refund of ************** Tax can obtain a refund request form on our website. This form can be found under the ************** Tax forms section of Keystones website. The web address linking directly to this form can be found here: *********************************************************************** form must be completed in its entirety.
Taxpayers are encouraged to review Keystones website as it contains many helpful resources and information. Thank you for the opportunity to address the complainants concerns.
Very truly yours,
KEYSTONE COLLECTIONS GROUP
By:
*********** E. *******
General CounselInitial Complaint
Date:03/26/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For the past few months I have been trying to get Keystone Collections Group (*****, **) to send me a local tax package (form, instructions, envlope and stickers) so I can file my taxes like I had always done. Apparently they removed my name from their mailing list last year when my son helped me with my taxes and filed on-line since we moved. I was not informed they did this and have requested, several times, for them to send me a local tax package (form, instructions, return envelope, return labels, etc.) in the mail so I can complete and return it. I do not want to continue to rely on my son for my tax filings and want to be reinstated on their mailing list so I can receive, and file, my tax forms, instructions, etc. via the *****************. The tax filing deadline is rapidly approaching, and I can't even get them to say when they will mail me a package.Business Response
Date: 04/01/2025
Dear Ms. ********************************************************************************* Thank you for providing my office with the above-referenced complaint. The complainant alleges that he has requested a local earned income tax return and was not told when it would arrive.
Please know that a final return packet was mailed to the complainant on March 14, 2025. Further, the complainant was informed on March 18, 2025, that the packet had been mailed and he should be expecting it in near future.
Finally, in addition to accepting tax returns electronically via Keystones website, all tax forms are available online.
Thank you for the opportunity to address the complainants concerns.
Very truly yours,
KEYSTONE COLLECTIONS GROUP
By:
*********** E. *******
General CounselCustomer Answer
Date: 04/01/2025
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.Please note that in their March 18 response to my inquiry, there is NO MENTION that the package had been mailed = simply that I should wait a few more weeks to see if it arrives = which, with the approaching filing deadline, does not bode much confidence in them = especially since my inquires = at least the ones I tracked = reached all the way back to February and included February 6th, February 19th, March 3rd, Again, per their e-mail NO MENTION a package had been mailed AND that I was re-instated on their mailing list to receive future tax packages via the US Postal Service. Thank-you
Thank you for contacting Keystone, we are sending you a local earn income return in the mail, you should be receiving in the next few weeks, if you need it sooner we have the form available in our website, below the link.
Regards,
********* ********Initial Complaint
Date:03/08/2025
Type:Billing IssuesStatus: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 my taxes done every year by a certified public accountant and they are charging me taxes for a township I haven't lived in for 3 years .Business Response
Date: 03/11/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that Keystone charged him for taxes for an area in which he did not reside. The complainant further advised that his taxes are prepared annually by a certified public accountant. Please know that I have thoroughly reviewed the complainants account.
As a preliminary matter, please be advised that this matter does not concern income taxes. Rather, the complainant received current and delinquent per capita and occupation tax notices from Keystone. Keystone serves as the per capita and occupation tax collector for **************** Per capita taxes are head taxes assessed on all adult residents of the Township. Occupation taxes are head taxes assessed on all adult employed residents of the Township.
Keystone took over collection of per capita and occupation taxes for *************** at the end of 2023. Based on records turned over by the previous collector, the complainant was listed as a resident of ***************. Per my review of the complainants account, he was issued 2024 and 2025 per capita and occupation tax bills on March 1, 2024 and February 18, 2025, respectively. As the complainant did not remit payment for 2024 per capita / occupation taxes, he was issued a delinquent 2024 per capita/occupation tax notice on February *******. This complaint followed.
Taxpayers who dispute their per capita / occupation tax bill can enter exemption information in Keystones online portal or via mail or fax. This process is clearly detailed on all current and delinquent bills. The complainant may dispute his current and delinquent bills by following this exemption process. To date, my office has had no communication with the complainant and is unable to verify the availability of any exemption based upon residency.
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 CounselCustomer Answer
Date: 03/14/2025
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:03/07/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was notified that I was required to submit an individual tax return (local) as a resident living in the City of ********************. I did not know this, and as a result I was assessed penalties and fees for unpaid taxes, an exorbitant amount - far beyond what I was liable for federal or state taxes. My paycheck also began to be garnished. I sent in all returns and W-2's for them to reassess the amount due, but they said I still owed the amount. I paid the amount in full on January 24, 2025. They even sent me a notice acknowledging receipt of my payment in full and that I did not owe anything further. However, they have continued to garnish my paycheck, even up until today. I have called them several times over the last month, and have been on hold waiting for several hours, selecting to be called back - they hold your place in line, no call back ever.Business Response
Date: 03/11/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In her complaint, the complainant alleged that Keystone garnished her wages for delinquent local earned income taxes. The complainant advised that she was unaware of her filing obligation and that these amounts exceeded her Federal and state income taxes. Please know that I have thoroughly reviewed this account.
As a preliminary matter, Keystone serves as Act 32 Tax Officer for the Delaware 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 (****) requires all taxpayers making earned income and/or net profits to file a local EIT return and to remit any outstanding tax liability with their resident tax officer. 53 P.S. 6924.502(c). Per my review of the complainants account, she has never filed a tax return with Keystone in accordance with her statutory obligation.
Pursuant to the information exchange mandate between Keystone and the ********************************** (DOR), Keystone is supplied with limited earnings information used to identify potentially underpaid accounts. This earnings information confirmed the balance listed on the complainants account.
Per my review, the complainant was issued an initial delinquent notice on October ****** and a follow-up notice on November 30, 2023. The complainant did not respond.
The **** authorizes the collection of delinquent local earned income taxes by wage garnishment. 53 P.S. 6924.702-703. The complainant was issued a Notice of Intent to Garnish Wages by Certified Mail on May 2, 2024. Keystone received a signed Certified Mail signature card indicating that the Notice was delivered to the complainants address. The complainant did not respond to the Notice,and the wage garnishment was issued to her employer on June 13. 2024. On September 9, 2024, my office issued the complainant a notice indicating that an additional tax year would soon be added to the wage garnishment. The complainant did not respond, and the additional tax year was added to the garnishment via a notice sent to her employer on November 7, 2024. At that time, the employer had not complied with the garnishment directive and was issue a demand notice on October 3, 2024.
The complainant contacted Keystone for the first time on December 27, 2024. She was advised to submit documentation. On January 10, 2025, the complainant submitted documentation to my office indicating the availability of out-of-state credits and credits associated with tax paid to the City of ************. However,these credits did not satisfy her account. The complainant was provided with an updated balance, which she paid. As such, the garnishment was released on January 30, 2025. The complainants employer continued to remit garnishment payments. Accordingly, my office has issued the complainant refunds for funds remitted. Any additional garnishment payments received by my office will be refunded to the complainant directly.
As detailed above, the balance listed on the complainants account has been correctly determined. State law requires the imposition of statutory penalty and interest when the tax is not paid when due. Moreover, Keystone is authorized to assess delinquent collection costs pursuant to Act 192 of 2004,as ratified by the Delaware ********************************
Finally,the complainant advised that the amount owed the ******* exceeded her Federal and State income taxes. Please know that in 2021 and 2022, the City of ******* assessed a local earned income tax at the rate of 3.75%, which exceeds the state income tax rate of 3.07%. Moreover, local earned income taxes do not provide for a standard deduction, itemized deductions, or credits for dependents. Nevertheless, as detailed herein, the complainants account was handled appropriately, she received ample notice, and all tax, penalty,interest and collection costs were imposed pursuant to state law.
I note that this matter could have been avoided had the complainant filed tax returns with Keystone. Nevertheless, 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 CounselCustomer Answer
Date: 03/21/2025
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 am writing to you about Keystone Tax Collection's response to my complaint.
My issue is that my paycheck continues to be garnished even as of today 3/21/2025, even after payment of the total balance due on 1/17/2024 - proof attached.
I have also attached the emails about the garnishments.
The response from the business does not suffice as my complaint wasn't about the actual bill, as I had already paid the bill, but again, my check continues to be garnished. At this point, Keystone initiated the garnishment and should be responsible for stopping it. They at the very least can provide me with some type of documentation that they have communicated to my employer that garnishment should cease so that I too can present that information to the employer and also make the request that garnishment cease.
Anything you can do would be greatly appreciated.
Regards,
******** *******Business Response
Date: 03/25/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In rejecting my offices response to her original complaint, the complainant advised that her employer continues to garnish her wages after her account was satisfied. Please know that I have thoroughly reviewed this account.
As a preliminary matter, Keystone serves as Act 32 Tax Officer for the Delaware 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.
As detailed in my previous response, the complainants wages were garnished pursuant to a lawfully initiated wage garnishment for delinquent local earned income taxes. The complainants account was previously satisfied and, as detailed in my previous response, the garnishment was released on January *******. That is, my office sent the complainants employer a notice releasing the garnishment.
However,the complainants employer continues to remit garnishment payments, despite the release notice. As such, my office has issued the complainant several refunds of garnished funds. A representative from my office will contact the complainant and provide her with a copy of the release notice previously sent to her employer. In the interim, any garnished funds received by my office will be refunded directly to the complainant.
I appreciate the opportunity provided by the BBB to resolve the concerns of taxpayers and improve our processes.
Thank you for your attention to this matter.
Very truly yours,
KEYSTONE COLLECTIONS GROUP
By:
*********** E. *******
General CounselInitial Complaint
Date:03/06/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am an ******************* member since 2007. I submit and file my taxes religiously. Every year I receive a random previous year delinquent bill. My fellow service members also receive the same bill from Keystone Collections. I feel this is turning into harassment to service members since we are tax exempt. I recieved a deliquent tax bill in Oct 2024 for 2022 tax year. I emailed three times, left 3 voice messages to call back. No response. I received another notice to pay online mid Oct 2024 and then I uploaded ALL documents requested like I was resubmitting my taxes. Same documents I sent in Feb of 2022 when I filed. I received an email as a confirmation of upload. On March 3, 2025, I received a scare letter from an attorney's office stating, "you have not responded to several delinquent tax notices, your account has been turned over to this firm for potential collection action." I just waited on hold for 92 mins to speak with an agent at Keystone and they said all they need is a copy of my orders. That they have all the documents they need. My orders were submitted with my taxes and W2s. There is a serious processing and account management issue that are blatantly not being addressed. They have to know about the issue with all the emails and phone calls/messages and complaints.Business Response
Date: 03/17/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that Keystone regularly sends him a notice requesting payment for delinquent local earned income taxes (EIT). The complainant advised that he was an active-duty military member during the tax year(s) at issue, and that he submitted documentation to Keystone evidencing the same. Please know that I have thoroughly reviewed the complainants account.
As a preliminary matter, Keystone serves as the Act 32 Tax Officer for the Lebanon 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.
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.
Per my review of the complainants account, he did not file a tax return with Keystone for tax years 2011 2016 or 2018 2019.That is, Keystone notified the complainant for tax years in which he did not file a tax return. These tax years were satisfied via the complainants provision of documentation in 2023.
Pursuant to the information exchange mandate of the ***** Keystone is supplied with limited earnings information from the ********************************** (***) used to identify unpaid or underpaid accounts. See 53 P.S. ***********. The income figures listed on the complainants delinquent notice were taken directly from the earnings information supplied by the **** which represents figures the complainant listed on his PA 40 personal income tax return. Typically, earned income taxable locally mirrors compensation taxable to the *** for Personal Income Tax Purposes. 53 P.S. ********. However, income received for active duty military service is exempted from local earned income taxation, but not state level Personal Income Taxation. **.
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).
I note that the most recent year for which the complainant was notified is tax year 2022. The complainant filed a tax return with Keystone for this tax year, but did not supply any earnings information with his tax return. Accordingly, my office was unable to verify if all earnings were derived from active duty military service.
Per my review, the complainant was issued an initial delinquent notice for the 2022 tax year 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. In response to the delinquent notice, the complainant contacted Keystone on October 4, 2024 and submitted documentation on October 24, 2024. The complainant was issued follow-up notices on November 7, 2024 and February 19, 2025. This complaint followed.
On March 6, 2025, the complainant provided additional documentation sufficient to prove that all earnings were derived from active duty military service. Accordingly, his account was closed, and this matter is resolved.
Based upon the information provided to Keystone by the *** and the complainants tax return, my office could not verify that all income was exempt from local earned income tax. I note that this issue can be avoided in future years with the proper filing of a local earned income tax return and provision of all earnings information.
I appreciate the opportunity provided by the BBB to resolve the concerns of taxpayers and improve our processes.
Thank you for your attention to this matter.
Very truly yours,
KEYSTONE COLLECTIONS GROUP
By:
*********** E. *******
General CounselInitial Complaint
Date:03/03/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Previously I received a letter from Keystone Collections Group stating that I owed Per Capita taxes via the ****************** for the 2024 year. Yet I have been living in ***************** since 2021. I also have a Pennsylvania State ID issued in 2023 showing my address as a ************** resident. Upon receiving this letter I immediately mailed back the form provided stating that I DO NOT live in the ******************. Since then I have not been contacted by Keystone Collections. Today 3/3/25 I received another letter stating that I still owe these taxes with penalties amounting in the total of $226.00. I have also contacted the ***.Business Response
Date: 03/14/2025
Dear Ms. ********************************************************************************* Thank you for contacting Keystone Collections Group (Keystone) regarding this complaint ID number. In his complaint, the complainant advised that Keystone issued him a delinquent per capita and occupation tax bill, which he disputes. The complainant advised that he moved out of the taxing jurisdiction in 2021. Please know that I have thoroughly reviewed the complainants account.
********************** serves as the delinquent per capita and occupation tax collector for ******************* Per capita taxes are head taxes assessed on all adult residents of the Borough. Occupation taxes are head taxes assessed on all adult employed residents of the Borough.
Per my review of the complainants account, he was issued a delinquent 2024 per capita/occupation tax notice on February 26, 2025. This complaint followed.
Please know that the complainants account was turned over as delinquent by the current per capita and occupation tax collector. As Keystone serves as the delinquent collector, my office handles only delinquent notification and collection. Moreover, it is possible that a delinquent bill would be issued to a new address outside of the taxing jurisdiction for taxes due when the taxpayer resided within the taxing jurisdiction. Nevertheless, if the current collector turns over a taxpayer in error, the taxpayer is afforded the opportunity to file an exemption. This process is clearly detailed on all bills.
In response to the delinquent bill, the complainant supplied a copy of his drivers license. My office was further able to independently verify his residency outside of the taxing jurisdiction in the 2024 tax year. Accordingly,the balance has been removed from the complainants account, and this matter is resolved.
I appreciate the opportunity provided by the BBB to resolve the concerns of taxpayers and improve our processes.
Thank you for your attention to this matter.
Very truly yours,
KEYSTONE COLLECTIONS GROUP
By:
*********** E. *******
General CounselInitial Complaint
Date:02/18/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have received a wage garnishment from Keystone Collections Group to begin on 2/24/25 for Per Capita Tax. I did not receive any communications by mail to inform me of this garnishment prior to it being put in place ( which I usually do). I am able to make a payment arrangement, so that I can pay the amount owed. I had a wage attachment in October 2024 and now here we are February 2025 for $182.00 (10% to be taken out of my paycheck). My resolution is that I be given the opportunity to enter into a payment arrangement, like was able to do for prior tax years.Business Response
Date: 02/25/2025
RE:Complaint ID: ********
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 for ******************************************* Occupation Taxes. The complainant did not dispute the underlying tax; rather, she claimed that she did not receive delinquent notice and was not offered a payment plan. Please know that I have thoroughly reviewed the complainants account.
As a preliminary matter, please be advised that Keystone serves as the current and delinquent Occupation tax collector for the **************************. Occupation taxes are head taxes assessed on all adult employed residents of the School District. These taxes are due in full if a taxpayer resided in the School District as of July 1 of the billing year.
Per my review of the complainants account, she was issued a 2023 Occupation tax notice on July 1, 2023 and a 2024 Occupation tax notice on July 1, 2024. The complainant did not respond to these notices or remit payment. The complainant was issued a delinquent 2023 notice on January 24, 2024 and did not respond.
Pennsylvania law permits the collection of delinquent occupation taxes by wage garnishment. 53 P.S. 6924. 702 703. The complainant was issued a Notice of Intent to Garnish Wages by Certified Mail on April 3, 2024.and First Class Mail on June 5, 2024. The complainant contacted Keystone on April 14, 2024 and requested a payment plan. At that time, the complainant was advised that because her account was poised for garnishment, Keystone could not offer her a payment plan. Nevertheless, the complainant did not remit payment.
The wage garnishment was issued to her employer for the 2023 tax year on July 10, 2024. The complainants employer never complied with the wage garnishment, and was issued a demand letter on September 25, 2024. As stated above, the 2024 bill was issued to the complainant on July 1, 2024. The complainants employer never complied with the wage garnishment, and her employer was updated on November 6, 2024. The complainant was issued associated notice.
The 2023 wage garnishment remained open at the time the 2024 taxes turned delinquent. Accordingly, the 2024 tax year was added to the active garnishment. The complainant was issued notice on February 5, 2025. This complaint followed.
As you can see, the complainant was issued over five (5) notices prior to any employer garnishment. All notices were mailed to the same address, which matches the address the complainant listed on this complaint. As the complainant did not satisfy her delinquent account prior to the wage garnishment stage, my office is unable to offer a payment plan. To avoid wage garnishment, the complainant may remit payment in full. In the event her employer remits more funds to Keystone than the delinquent balance, any excess funds will be refunded directly to the complainant.
To avoid delinquent collection activity, the complainant should remit payment of her occupation taxes in response to the annual July 1 bill. As it stands, Keystone has at all times acted appropriately in administering the complainants account.
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. *******, EsquireInitial Complaint
Date:02/14/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Repeatedly sends invoices and mail telling me that I did not pay my 2022 taxes. I even got a letter from a lawyer at one point, about owing my local taxes plus additional late fees. Despite multiple documentation being sent to them, showing I indeed paid my local taxes in ****************************************************** and could not find a way to extort money from me they then started up with my wife. Since we file jointly this is just repeating the process over again. It's clear to me this is either very sloppy paperwork on their part or a, at worst, a scam.Business Response
Date: 03/11/2025
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 and contended that he proved that these taxes were paid. Please know that I have thoroughly reviewed this account.
As a preliminary matter, Keystone serves as Act 32 Tax Officer for the Delaware 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 did not file a tax return with Keystone for the tax year at issue in accordance with his statutory obligation.
Pursuant to the information exchange mandate between Keystone and the ********************************** (DOR), Keystone is supplied with limited earnings information used to identify potentially underpaid accounts. This earnings information confirmed the balance listed on the complainants account.
Per my review, the complainant was issued an initial delinquent notice on October ****** and a follow-up notice on November 21, 2024. In response, the complainant submitted county real estate information indicating that his real estate taxes were satisfied. However, this matter concerns local earned income taxes, not real estate taxes. Accordingly, Keystone issued the complainant a document request on December 26, 2024 seeking tax return information. The complainant supplied income tax information prepared by his tax preparer. This documentation included a local earned income tax return for the tax year at issue prepared for the complainant and his spouse. However, the return was never filed with Keystone. Moreover, the local earned income tax return reports a balance due identical to the face tax amount Keystone sought via delinquent notice. The complainant never filed the tax return or remitted payment to Keystone.Accordingly, Keystone issued the complainant a balance due letter on February 6, 2025. This complaint followed.
As detailed above, the balance listed on the complainant and his spouses account has been correctly determined. State law requires the imposition of statutory penalty and interest when the tax is not paid when due. Moreover, Keystone is authorized to assess delinquent collection costs pursuant to Act 192 of 2004,as ratified by the Delaware ******************************** The complainant can resolve this matter by remitting payment in full.
I note that this matter could have been avoided had the complainant filed the tax return provided to him by his tax preparer and remitted the balance listed thereupon. Nevertheless, Keystone has at all times acted in compliance with state law.
I appreciate the opportunity provided by the BBB to resolve the concerns of taxpayers and improve our processes.
Thank you for your attention to this matter.
Very truly yours,
KEYSTONE COLLECTIONS GROUP
By:
*********** E. *******
General CounselInitial Complaint
Date:02/04/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have moved out of ************ in April of 2019. I haven't worked there or anywhere near it for them to charge me four years of taxes. I've checked the reviews and they've done this to alot of people. They need to be dealt with because they're are garnishing people's wages and never resolving an issue when they call.Business Response
Date: 02/14/2025
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 delinquent per capita / occupation tax notice. The complainant advised that he moved out of the taxing jurisdiction in 2019. The complainant referenced Keystone garnishing taxpayer wages, although no such action has been taken or is pending on his account. Please know that I have thoroughly reviewed the complainants account.
As a preliminary matter, Keystone serves as the current and delinquent Per Capita and Occupation Tax collector for the *************************** The School District assesses a flat Per Capita tax on all adult residents of the School District. For tax years prior to 2024, the *************** assessed an assessed Occupation Tax on all adult employed residents of the School District, based upon an occupation status determined by **************. The School Districts Occupation Tax has been abolished by voter referendum.
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. Moreover, bills are issued on July 1 of each tax year and are fully payable if the taxpayer resides in the taxing jurisdiction on July 1.
Per my review of the complainants account, ********************** sent the complainant initial bills on July 1 of each tax year. Bills were not returned to my office as undeliverable or unable to forward until the 2024 bill, which was sent on July 1, 2024. Keystone was supplied with an updated address, and mailed the 2024 bill to the complainant on October *******. The complainant did not contact Keystone or otherwise remit payment. Accordingly,Keystone sent the complainant a Delinquent Per Capita and Occupation Tax Notice on October 22, 2024, for older tax years and February 7, 2025, for all tax years and the 2024 tax year. This complaint followed.
Taxpayers who dispute their per capita /occupation tax bill can enter exemption information in Keystones online portal or via mail or fax. Per my review, the complainant contacted Keystone in response to delinquent notification and was advised to file an exemption form.I note that the complainant never updated his address with Keystone after his relocation. In order to resolve this matter, the complainant will need to upload the appropriate exemption information.
Finally, the complainant references Keystones wage garnishment activity. Please be advised that no such activity has been initiated on the complainants account. However, please know that state law permits the collection of delinquent per capita / occupation taxes by 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 CounselCustomer Answer
Date: 02/14/2025
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've tried multiple times to fill the exemption form out online but their website makes it as hard as possible and the only way the website is allowing is for me to mail the documents which I won't do as I don't trust this company.
***** *******Business Response
Date: 02/27/2025
Dear Ms. ******************** you for providing my office with the complainants response. The complainant refuses to submit an exemption form via Keystones website claiming that it is too difficult and that they do not trust Keystone.
Please be advised that Keystone Collections Group is trusted by over 900 municipalities and school districts throughout the **************************** to collect taxes on their behalf. Our online system is secure and easy to use.
Based on information provided by the complainant all tax years except for 2019 have been resolved. Information received by the complainants employer indicates that complainant resided within the school district for a majority of the ******************************************************************** that they should be exempt from the occupation tax the complainant can submit an exemption form and supporting documents online or by facsimile to **************. If this information is not provided, the 2019 balance will remain.
Thank you for the opportunity to address the complainants concerns.
Very truly yours,
Keystone Collections Group
By:
*********** E. *******
General Counsel
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