Keystone Collections Group

Review: The business practice of the Keystone collections group is unethical. They sent me a 2010 tax bill + penalty and fees in March 2013. I explained that I work in a different state and therefore should not incur such a high local income tax liability in PA. It took them a year to respond with a revised bill. This was sent to me on July 22 2014. In that letter the 2010 bill was significantly adjusted down and 2011 was added with fees and penalty. I sent them a letter on July 27 2014 requesting for an explanation on how my estimate was different from theirs. On Sept 24, 2014, I received a threatening letter with a bill that is ~$100 more than the one I received in July. I received the above letter on September 27, 2014 and quickly sent them a fax on the same day requesting for the explanation. After more than 7 phone calls to their office, I finally got in touch with an agent who verbally explained the difference but refused to issue this in writing. She did mention that there should be no additional penalty added during the dispute stage. I went ahead and paid the original (July, 2014) bill in October. I received another note on November 17, 2014 stating I still owed ~$100. This company seems to use Act 511 to unethically bill tax payers with no transparency. They do not feel any accountability to provide written explanation on how they arrived at their numbers.Desired Settlement: I want them to refund any accrued penalty on 2010 taxes since the dispute date of March 2013 (dispute was via fax and mail) and any penalty/fees on the 2011 taxes since the dispute date of July 27, 2014 (sent them a fax and mail).

Business

Response:

December 12, 2014[redacted]RE: Complaint ID# [redacted]Dear Mr. [redacted]Thank you for your letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers. As you are aware, Keystone expressed strong concern over the Revdex.com’s decision to publish Keystone responses on the internet despite the confidential nature of taxpayer information, and Keystone’s .obligation to maintain strict standard of confidentiality with regard to taxpayer detail. Due to the confidential nature of tax information, Keystone will both respond to the taxpayer directly, with detailed information (generally confidential in status) and provide an overview of the response to,the Revdex.com (with no confidential detail). We appreciate your offer to remove or redact confidential information from responses, but PA law binds tax officers to safeguard taxpayer information, and Keystone must, therefore, take the prudent steps necessary to eliminate the possibility that the Revdex.com inadvertently releases confidential taxpayer information to the public on its internet publication.On July 1, 2014, Mr. [redacted], president of the Revdex.com of Western Pennsylvania, informed Keystone that the Revdex.com will consider a response directly to the taxpayer “as unanswered, which results in dropping your [Keystone’s] Revdex.com rating.” Despite Keystone’s request that the Revdex.com not publish tax-related responses, the Revdex.com has placed Keystone in a position where it is to be punished for meeting its statutorily obligated duties of protecting confidential taxpayer information. Keystone must, nonetheless, focus its concern in protecting confidential taxpayer information rather than with the Revdex.com’s rating. Such concern for the protection of confidential taxpayer information should be applauded, not punished by the Revdex.com by threatening to reduce Keystone’s “rating”.While tax collection can be quite a challenging responsibility due to the enforcement of its oftentimes unpopular monetary and regulatory impacts, Keystone takes great effort to satisfy consumer fairness while serving the needs of government.Historically, Keystone has responded to every issue raised by taxpayers in an attempt to resolve reasonable concerns put forward via the Revdex.com. In the future, despite not responding tothe Revdex.com with taxpayer details (due to the publication concerns), Keystone will continue to address all taxpayer concerns in a timely and professional manner and keep the Revdex.com apprised of that progress.In the instant case, as of the date of this letter, Keystone has contacted the taxpayer of the above-referenced ID number directly in an attempt to resolve this matter.The taxpayer previously contacted our office concerning a delinquent local earned income tax notice they received. The taxpayer raised questions about the bill they received and penalty and interest that had accrued. My office contacted the taxpayer and explained this bill. The taxpayer then submitted additional documents and payment to satisfy their outstanding balance.Accordingly, my office considers this matter resolved.Very truly yours,[redacted], EsquireKEYSTONE COLLECTIONS GROUP

Review: The Keystone collections group of Irwin, Pa recently sent my wife a back tax bill for $56.21 from the tax year 2012. The bill states they had done a "preliminary analysis" which had indicated a deficiency in the account. the bill also included a handling cost of $35.00. The first issue I have with receiving this bill, besides the fact that it is from nearly three years ago, is the "preliminary analysis." Why is my wife being sent a bill based on partial research? Secondly the $35 charge for handling adds up to 62% of the total amount due. When I called Keystone collections and spoke to a manager named Pam they had stated they were allowed to charge this amount per Act 192 signed by Ed Rendell; However it clearly states in this act that he signed that the debt collector may as a "reasonable " fee as part of their administrations costs. 62% interest on top of a bill does not sound reasonable to me. The third issue I have is the fact that as of January 1, 2012 it was the liability of the employer to withhold local taxes by law. Why is my wife being charged a 62% handling fee for her company not complying with state law. Should the company not be assed this ridiculous handling fee?Desired Settlement: I would like the "handling" fee to be based on a reasonable percentage and sent to the employer that did not comply with state law rather than the taxpayer paying more for a companies' non-compliance. Also I do not want to receive a bill based on partial analysis of an alleged delinquent account.

Business

Response:

Thank you for your letter regarding the above-referenced complaint ID number.Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve theconcerns of taxpayers. As you are aware, Keystone expressed strong concern over the Revdex.com’sdecision to publish Keystone responses on the internet despite the confidential nature of taxpayerinformation, and Keystone’s obligation to maintain strict standard of confidentiality with regardto taxpayer detail. Due to the confidential nature of tax information, Keystone will both respondto the taxpayer directly, with detailed information (generally confidential in status) and providean overview of the response to the:Revdex.com (with no confidential detail). We appreciate your offerto remove or redact confidential information from responses, but PA law binds tax officer tosafeguard taxpayer information, and Keystone must, therefore, take the prudent steps necessaryto eliminate the possibility that the Revdex.com inadvertently releases confidential taxpayer informationto the public on its internet publicationOn July 1, 2014, Mr. Warren King, president of the Revdex.com of Western Pennsylvania,informed Keystone that the Revdex.com will consider a response directly to the taxpayer “asunanswered, which results in dropping your [Keystone’s] Revdex.com rating.” Despite Keystone’srequest that the Revdex.com not publish tax-related responses, the Revdex.com has placed Keystone in aposition where it is to be punished for meeting its statutorily obligated duties of protectingconfidential taxpayer information. Keystone must, nonetheless, focus its concern in protectingconfidential taxpayer information rather than with the Revdex.com‘ s rating. Such concern for theprotection of confidential taxpayer information should be applauded, not punished by the Revdex.comby threatening to reduce Keystone’s “rating”.While tax collection can be quite a challenging responsibility due to the enforcement ofits oftentimes unpopular monetary and regulatory impacts, Keystone takes great effort to satisfyconsumer fairness while serving the needs of government.Historically, Keystone has responded to every issue raised by taxpayers in an attempt toresolve reasonable concerns put forward via the Revdex.com. In the future, despite not responding tothe Revdex.com with taxpayer details (due to the publication concerns), Keystone will continue toaddress all taxpayer concerns in a timely and professional manner and keep the Revdex.com apprised ofthat progress.Keystone previously received a complaint frorn the taxpayer and exchangedcorrespondence in an attempt to address this matter. In the instant case, Keystone has againcontacted the taxpayer directly to address their concerns.The taxpayer did not submit a 2012 Local Earned Income Tax Return. Accordingly, theywere contacted concerning delinquent 2012 Local Earned Income Taxes. In their initialcomplaint, the taxpayer questioned the $35.00 collection costs applied to their account.Previously I contacted the taxpayer explaining these costs, including the authorizing statute andhow the costs are assessed. After receiving the most recent complaint, I again contacted thetaxpayer in order to further explain our collection processes. Keystone has received paymentfrom the taxpayer, satisfying their remaining balance. Accordingly, my office considers thismatter resolved.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUP

Review: After refiling my Local Earned Income Tax due to an error made by a tax preparer, I sent the revised paperwork to Keystone Collections on Apr 16. Since Apr 16, 2014, my refund has been in pending status and continue to be promised that it will only take a short time longer. In Jun 2014, I was even told that it was completed and would be issued my refund shortly. After following up again in Aug 2014 and receiving no refund, I was told it is still pending. I just want my money that I have earned. It has been 4 months with no money.Desired Settlement: I wish to have my refund finalized and issued to me.

Business

Response:

Review: Filed Local Earned income Tax Return and sent 2 day priority mail. keystone received on 4/13/2015. After several calls to Keystone Collection and commucation my check# to and employee [redacted], they fail to research and correspond weather keystone missed placed my return or advise on filing. Keyston can not tell me if my check for over $13,000 was applied.Desired Settlement: I'm asking Keystone Collection to be cooperative and let me know what was the result of my several contact with them

Business

Response:

[redacted] Revdex.com of Western PA [redacted]

[redacted]RE: Complaint ID# [redacted]Dear [redacted]:Thank you for your letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers.In the instant case, the taxpayer contacted Keystone regarding their 2014 local earned income tax return and payment. The taxpayer submitted their annual return and payment by certified mail in early April. The taxpayer then contacted Keystone to raise concerns about why their return and payment were not yet processed.A customer service representative exchanged phone calls with the taxpayer, explaining the delay and the large amount of refunds Keystone processes each April. The customer service representative also told the taxpayer that they would monitor their account and contact them when the payment was processed.My office then received the above-referenced complaint. After receiving the complaint, I confirmed this information, with the customer service representative who continued to monitor the taxpayer’s account. When their return was processed, on May 29, 2015, the customer service representative notified the taxpayer. Accordingly, my office considers this matter resolved.It is important to know that Keystone has expressed strong concern over the Revdex.com’s decision to publish these responses on the internet. Keystone is concerned about the confidential nature of taxpayer information, and our obligation to maintain a strict standard of confidentiality with regard to taxpayer detail. Due to the confidential nature of tax information, Keystone responds to the taxpayer directly, with detail information (generally confidential in status) and provides an overview of the response to the Revdex.com (with no confidential detail). We appreciate your offer to remove or redact confidential information from responses, but PA law binds a tax officer to safeguard taxpayer information, and Keystone must therefore take the prudent steps necessary to eliminate the possibility that the Revdex.com inadvertently releases confidential taxpayer information to the public on its internet publication.While tax collection can be quite a challenging responsibility due to the enforcement of its oftentimes unpopular monetary and regulatory impacts, Keystone takes great effort to satisfy consumer fairness while serving the needs of government.Historically, Keystone has responded to every issue raised by taxpayers in an attempt to resolve reasonable concerns put forward via the Revdex.com. In the future, despite not responding to the Revdex.com with taxpayer details (due to the publication concerns), Keystone will continue to address all taxpayer concerns in a timely and professional manner and keep the Revdex.com apprised of that progress.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUP[redacted], Esquire

Review: I received a bill in the mail from this company stating that I owed local taxes to [redacted] from 2012 and 2013 in the amount of 799.12. It said I owed 280.07 in 2012 and 519.12 in 2013. I went to there web site and after I looked around a bit I found an area where I could fill my 2013 taxes but not 2012. I did my 2013 taxes and I came out that I only owed $26.00 and that included late fees. I am trying to figure out out how there is a $493.12 difference. I feel I only owe them 26.00 due to the fact it said I only owed $1 and the rest was late fee. I feel this company is ripping people off and that people will pay what there letter says to further avoid any other repercussion.Desired Settlement: I want to know how they came up with this amount they say I owe and why is it different from what I came out with. I feel this company is ripping the community off and I also want to have access to be able to file my 2012 taxes threw there web sites to also be able to see the difference. I also feel I shouldn't have to pay the amount that they came up with if there web sites says I owe a different amount.

Business

Response:

February 29, 2016[redacted]Revdex.com of Western PA[redacted]RE: Complaint ID# [redacted]Dear Ms. [redacted]:Thank you for your letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers.In their complaint, the taxpayer indicated that they received a notice from my office concerning unpaid 2012 and 2013 local earned income taxes owed to [redacted]. The taxpayer then attempted to file their 2012 and 2013 returns on our website, but experienced some difficulties. They were concerned because the notices they received indicated they owed a significant amount of unpaid taxes but when they completed the returns online their outstanding balance was significantly less.After receiving your letter, a supervisor from my office contacted the taxpayer by phone to assist them. The Keystone representative explained that, based on their W-2s, their taxes were withheld but not forwarded by their employer to the proper taxing authorities. Therefore, the taxes appeared to be outstanding, when in fact the taxpayer owed only a small balance and a $25.00 fee for failing to file their annual return.The taxpayer indicated that they would submit these documents and late returns to fully resolve this matter. Once W-2s are provided by the taxpayer, my office will be able to recover those withheld taxes and ensure they are paid to the correct taxing authorities.Pending the receipt of their 2012 and 2013 W-2s and local tax returns, my office will consider this matter closed. Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy:Cody J. [redacted], Esquire

Review: I and my Tax Company ([redacted]) have repeatedly submitted correct information and payment to KEYSTONE (always by Certified Mail, and, a signature card), but KEYSTONE constantly sends me and my wife ([redacted]) letters accusing us of non-payment,or incorrect payment, year after year after year. I mail all of my tax documents to KEYSTONE by Certified Mail and have all the signature cards that they have signed, all of them. My Tax Company ([redacted]) has all the appropriate documents. And yet, KEYSTONE continues to harass me and my wife. KEYSTONE Harassment against me and my family MUST STOP NOW.Desired Settlement: KEYSTONE must stop harassing me and my family. I have never ever had any tax issues or problems with the Federal Government, the State of [redacted], or the State of [redacted]. KEYSTONE MUST STOP HARASSING ME AND MY FAMILY NOW!

Business

Response:

[redacted] Revdex.com of Western PA [redacted]RE: Complaint ID# [redacted]Dear [redacted]:Thank you for your letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers. As you are aware, Keystone expressed strong concern over the Revdex.com’s decision to publish Keystone responses on the internet despite the confidential nature of taxpayer information, and Keystone’s obligation to maintain strict standard of confidentiality with regard to taxpayer detail. Due to the confidential nature of tax information, Keystone will both respond to the taxpayer directly, with detail information (generally confidential in status) and provide an overview of the response to the Revdex.com (with no confidential detail). We appreciate your offer to remove or redact confidential, information from responses, but PA law binds tax officer to safeguard taxpayer information, and Keystone must therefore take the prudent steps necessary to eliminate the possibility that the Revdex.com inadvertently releases confidential taxpayer information to the public on its internet publicationOn July 1, 2014, [redacted], president of the Revdex.com of Western Pennsylvania, informed Keystone that the Revdex.com will consider a response directly to the taxpayer “as unanswered which results in dropping your [Keystone’s] Revdex.com rating.” Despite Keystone’s request that the Revdex.com not publish tax-related responses, the Revdex.com has placed Keystone in a position where it is to be punished for meeting its statutorily obligated duties of protecting confidential taxpayer information. Keystone must nonetheless focus its concern in protecting confidential taxpayer information rather than with the Revdex.com’s rating. Such concern for the protection of confidential taxpayer information should be applauded, not punished by the Revdex.com by threatening to reduce Keystone’s “rating”.While tax collection can be quite a challenging responsibility due to the enforcement of its oftentimes unpopular monetary and regulatory impacts, Keystone takes great effort to satisfy consumer fairness while serving the needs of government.Historically, Keystone has responded to every issue raised by taxpayers in an attempt to resolve reasonable concerns put forward via the Revdex.com. In the future, despite not responding to the Revdex.com with taxpayer details (due to the publication concerns), Keystone will continue to address all taxpayer concerns in a timely and professional manner and keep the Revdex.com apprised of that progress.The taxpayer filed this complaint because they received several letters from Keystone indicating outstanding issues. The taxpayer believed that their taxes were paid and that Keystone was incorrect to send these notices, in reviewing the taxpayer’s file I recognized two issues.The first issue arose because the taxpayer failed to remit quarterly local earned income estimated payments. Instead, the taxpayer submitted their local earned income tax payments for 2011, 2012 and 2013 annually, when they filed their annual return. However, taxpayers are required to make quarterly estimated local earned income tax payments. Because they failed to make these payments, a late penalty and statutory interest was assessed on their account. Accordingly, their tax was paid but a balance for the penalty and interest remained.The additional issue was specific to their 2012 local earned income tax return. The taxpayer submitted their 2012 return but did not provide supporting W-2s or documentation with their return. Consequently they recently received a letter from Keystone requesting that additional documentation.As explained, the taxpayers did not properly file their 2011-2013 tax returns and therefore have a remaining balance. They also did not completely file their 2012 return and received a letter from Keystone requesting supporting documentation that should have been included.In the instant case, as of the date of this letter. Keystone has contacted the taxpayer directly in an attempt to resolve this matter. I have explained the letters they received and outstanding issues in detail. I also requested they submit the outstanding documents and remaining balance due, which accrued because they improperly submitted their local earned income tax payments.My office is currently working to resolve this matter and satisfy their local earned income tax account.Very truly yours,KEYSTONE COLLECTIONS GROUPBy:[redacted], Esquire

My husband efiled our EIT and we assumed that all was well as we did not owe anything. I recently received a notice that I was being fined $25 for not filing even though my taxes are paid to date. I called the local Keystone office and was informed that I had not filed in 2013 either. I had never received notice of this and my complaints about this were not put to rest. I called the main office and was put on hold for 5 minutes at which time I was disconnected. I called back and was put on an 11 minute wait. At around 11 minutes, I got to speak to a person who informed me that, although I had hit the correct extension number, the call had been kicked over to her office because the other office was so busy. The problem was that she could not help me and transferred me back to the extension that I had been waiting on. I was placed at the end of the wait list and now had to wait about 15 minutes. The person who answered was a temporary employee and was unable to answer my questions, including the one about my 2013 filing. He finally transferred me to a supervisor's extension where I was placed on a 25 minute wait. This person was able to inform me that I had filed in 2013, but was unable to tell me who I could contact about getting the $25 fine removed as my taxes were paid. She referred to Act 32, which, when I looked it up, spoke to those who owed taxes. When I attempted to call the Downingtown Borough, I was referred back to Keystone and was then placed on a 35 minute wait. Really??? Very long wait times, inaccurate or lack of imformaiton? Is this the "Gold standard" that they refer to on their home page?

Review: Keystone Collections Group is in charge of collecting local taxes for [redacted] (PA). My wife and I moved From [redacted], PA to [redacted], PA three years ago. Every year Keystone mails me a delinquent tax notice (to my previous address) charging me a $25 fine. I file my local taxes correctly every year, and I have written Keystone Collections for the past 2 years telling them I no longer live in [redacted] and will not be paying the fine. This November I received another letter from Keystone, saying I owe them another $25 dollars. On November 30th I called them and tried to deal with their customer service department directly.

During my conversation with a customer service representative I repeatedly gave my new information (including looking up [redacted] Boro's tax code for her, as she couldn't find it herself and was going to put me on hold again). The representative asked me for very specific details about how I file my local taxes (what preparation service I use, whether I file electronically) instead of understanding I haven't lived in town for several years and I was simply trying to update my information, a point I thought I had made clear. Finally, when I thought I had clarified the issue, she said she would forward this information to her supervisor, confirmed my telephone number and told me the supervisor may not get back to me for a few days.Desired Settlement: After 3 years of trying updating my contact information, I just want Keystone to update my contact information. I want them to know I don't reside in [redacted], I live in [redacted], a borough covered by an entirely different tax collection agency. I want them to stop sending me threatening letters with baseless fines.

Business

Response:

December 8, 2015[redacted] Revdex.com of Western PA [redacted]RE: Complaint ID# [redacted]Dear [redacted]:Thank you for your letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers.In their complaint, the taxpayer indicated that they received a notice from my office requiring that they file a local earned income tax return and imposing a $25 late filing. In addition, the taxpayer contacted my office by phone in an effort to resolve this matter but was not satisfied with the response they received.After receiving your letter, I personally investigated the taxpayer’s complaint and contacted them by phone to discuss the matter.The taxpayer did receive a notice for failing to file a local earned income tax return. Under the Local Tax Enabling Act (LTEA), codified at 53 P.S.§6924.101, et seq., all Pennsylvania residents who earn income and reside within a taxing authority assessing a local earned income tax, must file an annual return. As the duly appointed local tax collector for the taxpayer’s municipality and school district, my office mailed these notices to inform residents of this obligation.In their complaint the taxpayer stated that they previously moved and should no longer be responsible for submitting local earned income tax returns to Keystone. After discussion with the taxpayer, I was able to confirm this information. However, it appears that their employer mistakenly submitted local earned income tax payments to my office indicating that the individual resided within a jurisdiction administered by Keystone.I discussed this with the taxpayer and explained how they should resolve this matter with their employer. I also worked to resolve any outstanding balance remaining in Keystone’s records.I appreciate your letter and the opportunity to ensure that the taxpayer’s concerns are properly addressed. Accordingly my office considers this matter resolved.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy:

Review: This is an insane company. I have left PA and moved to NJ for more than one year and they still send me the Collection Mail for [redacted] Area School District Tax. When I called their phone number they told me that they do not know I moved!!!!! Jesus!!! I do not know I have to notice a collection company that every time I move to a new place. I have a nice and clean credit history and I payed my tax correctly. My question is two part: where does this company get my information? I do not owe any government tax and I have been in NJ for more than one year but they still mailed me the 2015-2016 [redacted] Area School District Tax collection. To me, it is so fishy and kind of fraud! The company said they need my moving evidence!!! I have to say, this mail reached me at my NJ address and you told me you still need my moving evidence??? It is like they are lying in my face.Desired Settlement: First I need to know if they steal or change my credit for this, if so , return it to me.

Second, I need an apology and a letter that they will not mail spam me any more.

Business

Response:

[redacted]Revdex.com of Western PA[redacted]

[redacted]RE: Complaint ID# [redacted]Dear [redacted]:Thank you for your letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers.In the instant case, the individual stated that they received a 2015-2016 [redacted] Per Capita Tax Bill but no longer lived in [redacted] or Pennsylvania. They also raised concerns that Keystone required evidence that they had moved in order to resolve their account.After receiving the letter from the Revdex.com, I reviewed the individual’s account and confirmed that they had moved to New Jersey. Accordingly, their account was closed. I then personally contacted the individual to inform them. I explained that in 2014 Keystone received local earned income tax withholdings from their employer indicating that they were a resident of [redacted]. Accordingly, Keystone mailed them a 2015-2016 per capita tax bill. However, as stated, I ensured them that their per capita account was now resolved and closed.It is important to know that Keystone has expressed strong concern over the Revdex.com's decision to publish these responses on the internet. Keystone is concerned about the confidential nature of taxpayer information, and our obligation to maintain a strict standard of confidentiality with regard to taxpayer detail. Due to the confidential nature of tax information, Keystone responds to the taxpayer directly, with detail information (generally confidential in status) and provides an overview of the response to the Revdex.com (with no confidential detail). We appreciate your offer to remove or redact confidential information from responses, but PA law binds a tax officer to safeguard taxpayer information, and Keystone must therefore take the prudent steps necessary to eliminate the possibility that the Revdex.com inadvertently releases confidential taxpayer information to the public on its internet publication.While tax collection can be quite a challenging responsibility due to the enforcement of its oftentimes unpopular monetary and regulatory impacts, Keystone takes great effort to satisfy consumer fairness while serving the needs of government.

Review: Received letter dated 11/9/15 on 11/17 stating that I didn't file my 2014 Annual Local Earned Income Tax Return.I called on 11/19, spoke with Cindy, and was told my paperwork was not scanned in, BUT when I told her I have the cancelled check, she checked further and said they did receive my $9 check that was sent with it. She said I only sent the check. I told her all was sent in the same envelope, and she said if it was, it would have been scanned in. Was told a supervisor would get back to me shortly.Called later that same day. Spoke with Cindy. Same response.Called 11/20 and spoke with Mary. Was told call from supv will take a day or two. Called 11/24. On hold for 20 min.Spoke with Trent. Cannot help me.Must wait for call from supv and cannot tell me how long this will take. Called 12/1 and spoke with Cindy again. Was told info was passed on to supv. There was no one else I could speak with. Also, she insisted in a loud tone that I did not send in my paperwork - that I must send it in with a $25 penalty fee. I asked her why I didn't receive a call at the time my checked was received, and she said she didn't know - she wasn't working there then. I asked for the supervisor's email, name, or phone number, and she couldn't give it to me. According to this letter, I must resolve this in 30 days. My return was mailed on 3/31. The check was cashed on 4/6 - 9 days before the tax deadline-, and yet it took 7 months to notify me. My phone# and account# are on the check. The customer service I've received thus far is unacceptable and the manner in which I was spoken to was insulting. I have lost several hours of pay by taking the time to make these phone calls and nothing has been resolved.Desired Settlement: I would like a prompt call from a supervisor, an explanation of why my paperwork wasn't scanned in, why I wasn't notified immediately when this could have been resolved by the deadline, why it took 7 months to send the letter, and since they received and cashed my check, then allow me to fax the copies of the paperwork I already submitted. There should be no penalty for this obvious error on their part.I would also like an explanation for the poor service and rude treatment I've received.

Business

Response:

[redacted]Revdex.com of Western PA[redacted]RE: Complaint id [redacted]Dear [redacted]:Thank you for your letter reg[redacted] the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers.In their complaint, the taxpayer indicated that they received a notice from my office requiring that they file a local earned income tax return and imposing a $25 late filing. In addition, the taxpayer contacted my office by phone in an effort to resolve this matter but was not satisfied with the response they received.I personally investigated the taxpayer’s account after receiving your complaint. The individual submitted both their local earned income tax return and tax payment in March 2015. Consequently, they should not have received the notice from my office.After confirming this information, a customer service representative contacted the taxpayer by phone to notify them. Accordingly, the late filing fee was waived from their account and my office considers this matter closed.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy:Cody J. H[redacted], Esquire

Review: I am trying to collect my tax refund, which is over $1,388. Every time I call Keystone Collections, they hang up on me and refuse to provide any information regarding the status of my refund. They continue to say they have my documentation, however no date as to when my refund will reach me. This happened last year as well and it took almost a full year from submitting my documentation. I'm afraid this company is trying to avoid paying refunds to honest taxpayers who have earned this money.Desired Settlement: My desired outcome is to have my refund check sent to my address within the next month.

Business

Response:

June 24, 2015[redacted] Revdex.com of Western PA [redacted]RE: Complaint ID# [redacted]Dear [redacted]:Thank you for your letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers.In the instant case, the taxpayer contacted Keystone regarding their 2014 local earned income tax return and payment. The taxpayer submitted their annual return and payment by mail in late March. The taxpayer then contacted Keystone in mid April to raise concerns about why their return and payment were not yet processed.A customer service representative exchanged phone calls with the taxpayer, explaining the delay and the large amount of refunds Keystone processes each April. The representative also told the taxpayer that they would be contacted if any issues arose while processing their return.When attempting to process the taxpayer’s return in early May, my office recognized that all the required documentation was not submitted along with the return. Accordingly, my office mailed a request to the taxpayer for the additional documents. The taxpayer then submitted those documents to my office.After review, my office was able to issue a refund to the taxpayer. In addition, I contacted the taxpayer to explain the delay and outline Keystone’s process. Accordingly, my office considers this matter resolved.It is important to know that each year Keystone processes a large volume of tax returns. As stated, delays can result when all documents are not received or returns are completed incorrectly. Regardless, Keystone works to process all refunds timely and accurately.In addition, Keystone has expressed strong concern over the Revdex.com's decision to publish these responses on the internet. Keystone is concerned about the confidential nature of taxpayer information, and our obligation to maintain a strict standard of confidentiality with regard to taxpayer detail. Due to the confidential nature of tax information, Keystone responds to the taxpayer directly, with detail information (generally confidential in status) and provides an overview of the response to the Revdex.com (with no confidential detail). We appreciate your offer to remove or redact confidential information from responses, but PA law binds a tax officer to safeguard taxpayer information, and Keystone must therefore take the prudent steps necessary to eliminate the possibility that the Revdex.com inadvertently releases confidential taxpayer information to the public on its internet publication.While tax collection can be quite a challenging responsibility due to the enforcement of its oftentimes unpopular monetary and regulatory impacts, Keystone takes great effort to satisfy consumer fairness while serving the needs of government.Historically, Keystone has responded to every issue raised by taxpayers in an attempt to resolve reasonable concerns put forward via the Revdex.com. In the future, despite not responding to the Revdex.com with taxpayer details (due to the publication concerns), Keystone will continue to address all taxpayer concerns in a timely and professional manner and keep the Revdex.com apprised of that progress.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy:Cody J. H[redacted], Esquire

Review: For tax year 2014, my wife and I overpaid our local taxes -- My wife was charged 3% local income instead instead of 1% so we were due a refund. We moved during 2014, so we expected 2 refunds:

[redacted] Tax Service: Refund of $524

Keystone Collections: Refund of $374

I submitted our local returns to both [redacted] and Keystone in early April. [redacted] Tax Service sent our refund in early June with no issues. However, dealing with Keystone Collections has been frustrating to say the least.

First, they told us they did not have all the necessary documentation -- So we sent it in around the end of May -- I called several times and all they call tell me is that it is in progress -- nothing else.

I called again on 6-12-15 and was told it was being processed but could take several more weeks -- I have called back since then and left my call back number but have not heard anything else. It is now 7-6-15 and no refund is in sight.

It has been night and day comparing [redacted] Tax Service and Keystone Collections -- [redacted] worked hard to process our refund and we received it in a timely manner, whereas Keystone Collections can only tell me "It's in progress" with no other information.Desired Settlement: Refund by the end of this month 7-31-15

Business

Response:

[redacted]Revdex.com of Western PA[redacted]RE: Complaint ID# [redacted]Dear [redacted]:Thank you for your letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers.In the instant case, the taxpayer raised concerns about their 2014 local earned income tax return and refund. After receiving the taxpayer’s complaint, I examined their account and determined that their local earned income tax return was received but all the required documentation was not initially submitted.When attempting to process the taxpayer’s return in early May, my office recognized that all the required documentation was not submitted along with the return. Accordingly, my office mailed a request to the taxpayer for the additional documents. The taxpayer and representatives of Keystone exchanged several phone calls regarding their return and documents. Because these documents were not initially received, the taxpayer’s return was queued for manual review. This created a processing delay.Once this return and the additional documents were reviewed, my office recognized issues regarding their refund request and the manner in which the taxpayer completed, their return. A representative from Keystone then contacted the taxpayer to notify them that they needed to complete an amended return. They also instructed the taxpayer where to direct the amended return to make certain that it was promptly processed.Currently, Keystone is awaiting receipt of the taxpayer’s amended 2014 local earned income tax return. Keystone will continue to work with this taxpayer to ensure that their amended local earned income tax return is timely processed and any refund is issued promptly.It is important to know that Keystone has expressed strong concern over the Revdex.com’s decision to publish these responses on the internet. Keystone is concerned about the confidential nature of taxpayer information, and our obligation to maintain a strict standard of confidentiality with regard to taxpayer detail. Due to the confidential nature of tax information, Keystone responds to the taxpayer directly, with detail information (generally confidential in status) and provides an overview of the response to the Revdex.com (with no confidential detail). We appreciate your offer to remove or redact confidential information from responses, but PA law binds a tax officer to safeguard taxpayer information, and Keystone must therefore take the prudent steps necessary to eliminate the possibility that the Revdex.com inadvertently releases confidential taxpayer information to the public on its internet publication.While tax collection can be quite a challenging responsibility due to the enforcement of its oftentimes unpopular monetary and regulatory impacts, Keystone takes great effort to satisfy consumer fairness while serving the needs of government.Historically, Keystone has responded to every issue raised by taxpayers in an attempt to resolve reasonable concerns put forward via the Revdex.com. In the future, despite not responding to the Revdex.com with taxpayer details (due to the publication concerns), Keystone will continue to address all taxpayer concerns in a timely and professional manner and keep the Revdex.com apprised of that progress.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy:Cody J. H[redacted], Esquire[redacted]

Review: Upon filing my 2014 Taxes, I never received a refund due me. Subsequently in April 2015 I noticed my return to be in "audit' status on their web page. I'd received no notification of any audit. I waited for an official letter, but none was forthcoming. In a telephone call to Keystone in August, when I was told that they had not received their credit from my employer for 2014. They had received it from the same employer for 2013.

In speaking with my HR tax personnel, the monies were mailed to Keystone and they were sent to Keystone but for a different township. A call to Keystone on 8/12/15 and as they are admins for this other township, they state they did not receive any credits in my name sent to the wrong township. They also said that this was now being sent to their legal department and they could no longer speak to me. I still had NO documentation from Keystone of any issues.

My HR reps repeatly told me Keystone would not speak to them regarding the credits that had been mailed. My HR rep did tell me the found during an audit, that all the credits that were submitted in my name had been returned by Keystone to my employer with NO explanation. Thru their legal counsel my HR was informed that the amount submitted was not the correct amount and therefore not accepted towards my account.

My HR worked diligently to reconcile the correct amounts and I was informed 2/3/16 by my HR that all the local information was extracted and forwarded to Keystone Collections for processing. Years 2012-2015 were now complete.

I have also submitted my tax return for 2015 and this immediately went to 'audit' status. I have emailed Keystone on 2/15/16 for an update on these issues and although they have a 3 day turn around, I received no response as to the status of my returns.Desired Settlement: I'd like an email update as to the status of my returns. If these were in 'audit' status, why was I never officially notified of an issue with them, nor was my employer notified of a problem with the credits that were sent? Why will they not keep me informed of progress or problems?

There is no contact information for Keystone for any complaints or problems.

Business

Response:

March 11,2016[redacted]Revdex.com of Western PA[redacted]Complaint ID# [redacted] Dear Ms. [redacted]:Thank you for your letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers.In their complaint, the taxpayer indicated that they had issues with their 2014 local earned income tax return and refund. Specifically, they stated that they did not receive their refund but that their return was properly filed. In their complaint the taxpayer also identified issues regarding taxes withheld by their employer and forwarded to Keystone. The taxpayer also referenced difficulties in coordinating between their employer and Keystone representatives during attempts to resolve this issue.After receiving the Revdex.com complaint, I researched this account and identified outstanding issues regarding the taxpayer’s employer and missing tax payments. However, relying on the information provided by the taxpayer, Keystone was able to process their 2014 return. A refund will be issued to the taxpayer on March 11, 2016. My office will now work to locate the missing tax payment(s) and ensure that their employer properly complies with tax withholding requirements.Thank you for bringing this matter to my attention and providing the opportunity to address this taxpayer’s concerns.Very truly yours,KEYSTONE COLLECTIONS GROUPCody J. H[redacted], Esquire

Review: I received an account deficiency letter from Keystone Collections Group (KCG) with a statement date of 1/15/16 for the 2012 tax year indicating that I did not pay my local earned income tax in full. Therefore, KCG is billing me for their version of a balance, a late fee, and processing costs. It is important to note that KCG acknowledges original payment, yet claim (3 years later) that I owe a balance. I lived in two different municipalities during the 2012 tax year. For the purposes of this complaint, I'll refer to these two municipalities as M1 and M2, with KCG representing M2. It is also important to note that I did not move to M2 until Late September 2012 and I have not received any delinquency claims from M1.

Prior to contacting KCG, I spoke with my tax professional to question the information from this letter. He saw that they erroneously based the delinquency on my FULL earnings in 2012. Instead, KCG should only be reviewing the earnings I received during the time frame I lived in M2, which began in Late September 2012, and using this data to determine IF there was a failure to pay in full. As required by law at the time of filing, my tax professional submitted letters with my payment to each local tax agency showing a copy of each return for both agencies. He confirmed that I paid the correct amount based on the timeframe and earnings for each municipality and that I should dispute the charges that KCG is trying to collect.

Upon calling KCG's customer service department and speaking with Cindy at x[redacted] regarding the error, she told me she does not have access to my tax documentation that I submitted 3 years ago. All that she can view is the letter that I received. I told her that their letter is stating that I lived in M2 for the entire 12 months, which was incorrect. Her response was that I need to resubmit all of my paperwork to prove that I didn't live in M2 for the entire period. (Interestingly, at the time of receiving this letter, I moved out of M2 and somehow KCG was able to locate my current address to send me this delinquency letter.) I mentioned this to Cindy and advised they should be able to use this same database to see that I didn't move to M2 until Late September 2012. By doing so, "what more "proof" do they need?" Her response again was that she can't see this information and the only way they could help me was to resubmit all of my tax paperwork for the 2012 tax year. I stated that I do not feel it is my responsibility to do their paperwork and risk additional fees while they review my claim. Her response, "I feel you, but you need to PROVE IT OR PAY IT. If you're refusing to send us this information, then just pay us the bill." I requested to speak with a supervisor. She said that I could not speak directly to a supervisor, but that she would put my request in her database and someone will call me in a week or so. I asked the name of the supervisor that would be calling and was told she wasn't allowed to give out that information. I asked for an email address to document my concerns and again, she could not provide this information.Desired Settlement: 1. I would like to receive a call from a supervisor within 24 hours of this claim, complete with direct contact information via phone and email, so that I can document our progress as we resolve their error. 2. I expect this state appointed tax agency to prove to me, in detail, why they feel my account is delinquent based only on my earnings for the time I lived in M2. If KCG is unable to provide this proof, then I expect them to apologize for their error and remove this delinquency from my record.

Business

Response:

February 29, 2016[redacted]Revdex.com of Western PA[redacted]RE: Complaint ID# [redacted]Dear Ms. [redacted]:Thank you for your additional letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers.In their initial complaint, the taxpayer indicated that they received a notice from my office concerning unpaid 2012 local earned income taxes. After receiving your letter my office reviewed their account to confirm that the individual previously filed their 2012 local return and owed only a small balance. However, no payment was submitted with their return. Consequently, it has remained outstanding.After confirming this information, my office contacted the taxpayer to explain the outstanding balance and that a payment was never submitted with their 2012 local earned income tax return. The taxpayer then stated that they would remit that payment to one of our offices. Once that payment is received my office will consider this matter closed.Thank you for your help in resolving this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy:Cody J. H[redacted], Esquire

Review: This is the first year that I have had to apply for a refund for my local tax, as my complany is now taking the tax out of my check regardless of whether I will owe it. Since I work out of state, I am required to file with the out of state forms. Apparently, Keystone is notorious for losing these forms. Every Pennsylvania resident co-worker that I spoke to about this whose local district utilized Keystone has had to resend their documents - every year. Not only did I have to resend (twice) but then, they shorted me on my refund and I am stuck fighting with them. If your local tax collector is thinking of using them - DON'T! THey are incompetent and their practices of losing documents is suspect. I will also be complaining to my local tax collector.Desired Settlement: I have been shorted in my refund and expect the full amount of tax that I paid in to local taxes refunded to me. I pay way more to DE than the amount that I paid Aston and should have been refunded in full. Someone there needs to learn to read the forms correctly. I have been working in DE for 10 years, all while living in Aston. When the money was not taken out of my check, I recieved a full offset. Now that they have my funds, I am stuck waiting for months to get the money. I want my $60.

Business

Response:

Dear Mr. Baker:Thank you for your letter regarding the above-referenced complaint ID number.Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve theconcerns of taxpayers. As you are aware, Keystone expressed strong concern over the Revdex.com’sdecision tO~ publish. Ke~’stone responses on the internet despite the confidential nature of taxpayerinformation, and Keystone’s obligation to maintain strict standard of confidentiality with regardto taxpayer detail. Due to the confidential nature of tax information, Keystone will both respondto .the:taxpayer directly, with detail information (generally confidential in status) and provide anoverview Of the respnses to the Revdex.com (with no confidential detail): We appreciatè: your offer toremove or redact confidential information from responses, but PA law binds tax officer tosafeguard taxpayer information, and Keystone must therefore take the prudent steps necessary toeliminate the possibility that the Revdex.com inadvertently releases confidential taxpayer information tothe public on its internet publicationOn July 1, 2014, Mr. [redacted], president of the Revdex.com of Western Pennsylvania,informed Keystone that the Revdex.com will consider a response directly to the taxpayer “asunanswered which results in dropping your [Keystone’s] Revdex.com rating.” Despite Keystone’srequest that the Revdex.com not publish tax-related responses, the Revdex.com has placed Keystone in aposition where it is to be punished for meeting its statutorily obligated duties of protectingconfidential taxpayer information. Keystone must nonetheless focus its concern in protectingconfidential taxpayer information rather than with the Revdex.com‘ s rating. Such concern for theprotection of confidential taxpayer information should be applauded, not punished by the Revdex.comby threatening to reduce Keystone’s “rating”.While tax collection can be quite a challenging responsibility due to the enforcement ofits oftentimes unpopular monetary and regulatory impacts, Keystone takes great effort to satis&consumer fairness while serving the needs of governmentHistorically Keystone has responded to every issue raised by taxpayers in an attempt toresolve reasonable concerns put forward via the Revdex.com In the future, despite not responding tothe Revdex.com with taxpayer details (due to the publication concerns), Keystone will continue toaddress all taxpayer concerns in a timely and professional manner and keep the Revdex.com apprised ofthat progress.In the instant case, as of the date of this letter, Keystone has contacted the taxpayer of theabove-referenced ID number directly in an attempt to resolve this matter. The taxpayerincorrectly completed her Non-Reciprocal Out-of-State Credit form which yielded an incorrectrefund. Based on the correct filing non refund was due. Accordingly, my office considers thismatter resolved.Thank you for your attention to this mailer.Very truly yours,KEYSTONE COLLECTIONS GROUP

Review: Keystone Collections Group contacted me regarding an alleged delinquent municipal tax payment from 2010. This was in 2013. After providing information to them over the phone that I was a resident of this municipality for only about 90 days in 2010, they requested paperwork to prove it during a phone call I initiated. I was provided an email address and sent the proper paperwork. The email address was not deliverable. After calling back again and confirming the email address, I sent it once again, only for it to be kicked back as undeliverable, again! So I sent all of the copies of my paperwork to them via mail, paying for the postage, of course. Months go by, and I get another threatening me with penalties due to non-action and delinquency. I was livid. I called for a third time now, and they claim they never received my mailing. I've sent postcards from remote parts of the country and they arrive. Every item of mail I've ever sent from this address has arrived (as far as I know) to its destination. This one somehow doesn't. They request I send all paperwork again. I get the email address to send it to, confirm it in this phone conversation with the CSR lady, and send it. Surprise! Kicked back. Try again, same. Call for a fourth time now, mailing, paying for postage AND certified mail this time around. Sure it's not the end. VERY poor customer service skills and handling of folks. Stressing me out, just a plain bad company that shouldn't be operating as a legitimate business.Desired Settlement: Pay for my postage, that's all I ask financially.Also, get an email address that actually works, or don't use it for your customers to use and have it on your letter you send to folks unless it works. It's just shy of a scam, and simply very unprofessional and uncaring.

Business

Response:

June 16, 2014

Review: Keystone Collection Group has failed to issue a refund in the amount of $40 for my local 2013 tax return filed in April 2014. Contact with Customer Service failed to resolve this issue of my refund and I was told they would escalate my case and I should receive my refund within 6-8 weeks. As of April 1, 2015, I have yet to receive my refund for last year and now we are expected to file another return this year for our 2014 taxes. According to our accountant, we should also be receiving a refund on this filing, but if Keystone is failing to pay us what is our recourse?Desired Settlement: I would like our refund issued in a timely manner. Waiting over 8 months for a tax refund is not acceptable.

Business

Response:

[redacted] Revdex.com of Western PA[redacted]

[redacted] RE: Comnlaint ID# [redacted] Dear Ms. [redacted]: Thank you for your letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers. As you are aware, Keystone expressed strong concern over the Revdex.com’s decision to publish Keystone responses on the internet despite the confidential nature of taxpayer information, and Keystone’s obligation to maintain strict standard of confidentiality with regard to taxpayer detail. Due to the’confidential nature of tax information, Keystone will both respond to the taxpayer directly with detail information (generally confidential in status) and provide an overview of the response to the Revdex.com (with no confidential detail). We appreciate your offer to remove or redact confidential information from responses, but PA law binds tax officer to safeguard taxpayer information, and Keystone must therefore take the prudent steps necessary to eliminate the possibility that the Revdex.com inadvertently releases confidential taxpayer information to the public on its internet publication On July 1, 2014, [redacted], president of the Revdex.com of Western Pennsylvania, informed Keystone that the Revdex.com will consider a response directly to the taxpayer “as unanswered which results in dropping your [Keystone’s] Revdex.com rating.” Despite Keystone’s request that the Revdex.com not publish tax-related responses, the Revdex.com has placed Keystone in a position where it is to be punished for meeting its statutorily obligated duties of protecting confidential taxpayer information. Keystone must nonetheless focus its concern in protecting confidential taxpayer information rather than with the Revdex.com’s rating. Such concern for the protection of confidential taxpayer information should be applauded, not punished by the Revdex.com by threatening to reduce Keystone’s “rating”. While tax collection can be quite a challenging responsibility due to the enforcement of its oftentimes unpopular monetary and regulatory impacts, Keystone takes great effort to satisfy consumer fairness while serving the needs of government. Historically, Keystone has responded to every issue raised by taxpayers in an attempt to resolve reasonable concerns put forward via the Revdex.com. In the future, despite not responding to the Revdex.com with taxpayer details (due to the publication concerns), Keystone will continue to address all taxpayer concerns in a timely and professional manner and keep the Revdex.com apprised of that progress.In the instant case, as of the date of this letter, Keystone has contacted the taxpayer of the above-referenced ID number directly in an attempt to resolve this matter.I have thoroughly reviewed the taxpayer’s account and discovered that there was an issue regarding the legibility of the taxpayer’s W-2 and the state wages they used to complete their local earned income tax return.Consequently, my office contacted the taxpayer to obtain more information and was able to resolve this matter. A refund for 2013 local earned income taxes will be issued to the taxpayer next week.Accordingly, my office considers this matter resolved.Very truly yours,KEYSTONE COLLECTIONS GROUP By:[redacted]

Review: Last year I was forced to file a complaint against Keystone Collections in order to collect a wage tax refund for my husband. Fought it through, and finally did obtain the refund with the help of the Revdex.com.I filed all our 2013 tax return, along with all supporting necessary schedules and info from employer that resolved last years problems. After not getting our refund yet, I emailed them thru their site, and got a phone message back saying it was in processing. Today, to my alarm, I received a form letter asking for all (previously filed by paper, with postal proof of mailing)w-2's, schedule UE2 etc. I hit the ceiling, and called them. Spoke to Gene, who contacted the processor that sent the letter out. They are supposed to call me back tomorrow, but I have no faith it will happen, or the refund will come soon.I am so sick of dealing with this inefficient business in order to get our own money back. I file the same info with The Pa. Dept. of Revenue, and have had the refund (based on the same issue) refunded months ago. I can hardly deal with this ANYMORE !Desired Settlement: We paid our taxes - timely. Filed our tax return 2/19/14. I want our refund now.

Business

Response:

Dealt with them on a recent issue. They were cold and uncaring. It's a shame that the person I talked with could do nothing else but recite a paragraph from a training manual. I pay a lot of money in taxes and it would be refreshing to speak to a person who would have at least acted like they cared.

Review: I received a letter dated 11/19/15 on 11/24/15 that stated I did not file my 2014 Annual Local Earned Income Tax return. I called Keystone on 11/25/15 and spoke with Trent. He told me he wasn’t sure why I got the letter but it was possible I didn’t submit the paperwork. I told him I have my canceled check, he checked further and said “yes we got your check” but no paperwork. He told me that that he couldn’t help me any further; that the matter needs to be referred to his supervisor to research. The research would take 1-2 weeks and someone would call me back.

I waited five weeks and no one called me back. I called back on 12/31/15 and spoke to Cindy. I asked for an update; she noted that her records showed I had called on 11/25 but no research was done on the matter. I again provided her with the canceled check #; the date the check was written and the date Keystone cashed it. She insisted in a raised voice that I did not send my paperwork in – that I needed to send the paperwork with a $25 penalty fee and further delays could incur additional penalties and fees.

I asked why I wasn’t called when they received my check back in April; she said “I don’t know but we cash every check we get regardless of receiving the paperwork”. At this point I asked to speak to a manager. Cindy said the manager told her she was too busy to speak with me; I told her I would wait. Cindy came back on the phone a few minutes later to tell me her manager would not come to the phone but would call me back another time. I asked for the manager’s name and Cindy said we don’t give out that information.

Later that day the manager Sharon called me. She also told me that the paperwork wasn’t filed; that it needed to be sent to the research department (2nd time I was told this) and that she would call me back in 1-2 weeks. I asked why they took so long to contact me and she said “I don’t know I was only told to send the letters out in November”.

According to the letter I received this needed to be resolved within 30 days. My return was mailed on 3/30. The check was cashed on 4/9 – 6 days before the filing deadline and it took them 7 months to notify me. My name and phone were printed on the check so I’m not sure why they wouldn’t call me. I found it interesting that everyone I spoke with told me my paperwork was missing but when I questioned that they all said it still needed to be researched further.

I found their customer service to be unacceptable bordering on rude.Desired Settlement: I would like to know why I wasn’t called back in April; why wasn’t my paperwork scanned with the cancel check. This is an obvious error on their part and therefore there should be no penalties to me the taxpayer.

Business

Response:

January 11, 2016[redacted]Revdex.com of Western PA[redacted]RE: Complaint ID# [redacted] — [redacted]Dear Ms. [redacted]:Thank you for your letter regarding the above-referenced complaint ID number. Keystone Collections Group appreciates the opportunity provided by the Revdex.com to resolve the concerns of taxpayers.In their complaint, the taxpayer indicated that they received a notice from my office requiring that they file a local earned income tax return and imposing a $25.00 late filing. In addition, the taxpayer contacted my office by phone in an effort to resolve this matter but was not satisfied with the response they received.I personally investigated the taxpayer’s account after receiving your complaint. The individual submitted both their local earned income tax return and tax payment in April, 2015. Consequently, they should not have received the notice from my office.After confirming this information, a customer service representative contacted the taxpayer by phone to notify them. Accordingly, the late filing fee was waived from their account and my office considers this matter closed.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy:Cody J. H[redacted], Esquire