Keystone Collections Group

Review: Keystone Collections Group sent us an erroneous bill for over $600 for taxes for the 2011 year to Phoenixville, however we did not live in Phoenixville at all until mid-2012. The bill states that this bill was sent after what they call a "preliminary analysis" - i.e. they did not fully research the situation before sending us a bill. The bill states that if we do not send payment in 30 days, we will be charged interest and penalties. We called and were told to send in our tax W2s for 2011. We should not have to do even this just to avoid paying a tax bill that was erroneously sent, as we already submitted our taxes and all necessary information. How many other people are receiving erroneous bills based on partial research ("preliminary analysis") and just paying it? How many elderly people were taken advantage of, one might even say defrauded? I know my grandfather would have just paid it. On the phone, they stated they did not have our address for 2011. We are unsure how they were able to get our income for 2011 from the state, but not our address. They eventually checked our 2012 records and said that they proved that we were part-year residents in Phoenixville for the second half of 2012 (we did not move to Phoenixville until summer 2012). Thus, it seems that they are sending us this bill based on no information to suggest that we lived in Phoenixville in 2011. They are just guessing. Also, since we no longer live in Phoenixville, we are concerned that they may send us yearly bills in the future, saying we have to prove that we no longer live in Phoenixville. Or they may assume that we lived in Phoenixville for every year prior to 2011, as well, and try to bill us for 2010, 2009, etc. Sending out bills based on "preliminary analysis" (or partial review of the information) is a poor practice, with a lot of guessing and assumptions, which could potentially defraud tax payers, who already submitted all required tax information.Desired Settlement: This organization is a tax collector and is able to access information from the Pennsylvania Department of Revenue, such as income information, as indicated in their letter to us, and they should be required to complete their research (do a complete "analysis") before sending out bills.

Business

Response:

Thank you for your letter regarding the above-referenced complaint ID number.

Review: As a resident of Easton, PA, we are required to file our local taxes with Keystone Collection Group. My husband and I filed our taxes jointly in the last week of March. However, Keystone processed his taxes and sent his refund of $17 two weeks after our taxes were received by Keystone. My refund should be in excess of $2000; however, Keystone has not yet sent this refund check. After repeatedly calling, it informed me that because I work out of state, my taxes would take longer to process. I was told one month ago that my tax forms would be processed soon. After looking into their policy, they state that they are required to have the taxes completed and refund sent within 105 days from the date they receive the tax forms. As of today, it is beyond 105 days since it received our tax forms, and I would like my refund now since that is really my money and Keystone has been lax in getting this properly completedDesired Settlement: I just want my refund check that I am entitled to, and I hope in the future they would correct their practices of taking so long to process income taxes.

Business

Response:

RE: Complaint ID# [redacted]

Review: Harassment trying to get previous years taxes even after I showed proof that I didn't even live in the area. Now they are asking for ridiculous proof that I didn't live there.Desired Settlement: dismiss claim

Business

Response:

Review: For tax year 2014 and 2015, I overpaid the local taxes. I was charged 2% at the source instead of 0.5%. 0.5% because I only worked in that county jurisdiction but did not live there and I am on a H1b work visa here in the US. So I am due for a refund of ~$1300, both years put together. Towards the end of 2015, I moved out of PA to VA. When I filed for my 2014 taxes, I got all the refunds back (federal, state and one other county) except for the county where Keystone collection is involved.

About 7-8 months, around November 2015, after I filed my 2014 taxes, keystone came back and asked for more documents. I provided them that. Then later around February 2016, since I did not hear anything back from them, I called their office. Apparently they had forgotten to process my application, wow!!

Fast forward to March 2016, they called and asked for more documents. NOTE: NOT THROUGH OFFICIAL WRITTEN MAIL COMMUNICATION. The documents which they requested was my previous employer’s letters which indicate the time and location where I worked while I was with them and they need these letters to be on the company letter heads with a signature from an official within my previous employer’s firm. They want these letter through email. When I asked if they could send me a request through mail, so that I can forward the same to my previous employers, they denied saying – “Unfortunately sending a letter is something we do not do”. Even though they did not send me a written notice, requesting these documents, I went ahead and reached out to my old employers for those letters. My employers came back and questioned me, “Then what is the purpose of the W2?”. Now I am stuck in the middle of these groups.

As of today it has been a year since I filed my 2014 taxes and about a week since I filed my 2015 taxes and haven’t received any refunds. All in all, working with the keystone collections group has turned out to be a nightmare and a pain in the back.Desired Settlement: Process my application and provide the required refund.

Business

Response:

Dear Ms. [redacted]: Please be advised that my office has contacted the complainant regarding the above-referenced complaint ID. My office explained that proof of the taxpayer’s work location is required as the taxpayer’s employers have locations in multiple taxing jurisdictions. These taxing jurisdictions have different non-resident local earned income tax rates. Accordingly, the amount of any refund owed would differ depending on the jurisdiction. I additionally explained that while a letter from the employer substantiating the work location is ideal, some other form of proof would be acceptable. Accordingly, my office will await this additional documentation from the taxpayer. Thank you for the opportunity to resolve this issue. Very truly yours, KEYSTONE COLLECTIONS GROUP Christopher *. V[redacted], Esquire

Consumer

Response:

I don't know how you expect people to go on your website and every time you click the link to go to, it says it's not available. You need your website fixed during tax season. So now what am I supposed to do? I'm supposed to get a refund and I can't even go on YOUR website to fill my information out and it's almost at the due date. I am NOT happy. I work everyday, and I can't waste my time going to an office FAR away from me while I work everyday to fill out my information when I could do it online, but no, YOUR WEBSITE DOESN'T LET ME! So now I lot out on my refund thanks to your crappy website!

Review: I sent my joint 2014 local tax return to Keystone Collections on April 9, 2015. I had [redacted] review it beforehand and was told it was done correctly and they were very impressed. My local taxes were quite confusing due to the fact both my wife and I lived in two different states and worked in two different states. As a result, my employer withheld too much local tax. My wife owed $13.00 and I was due a refund for $162.00. I sent it to the payment enclosed address, but noted a refund was also due. On 4/27/15, my check payment of $13.00 cleared my bank, but I never received my refund. I was informed that Keystone Collections takes a long time to refund money, so I waited. Finally, I called and asked if they received my taxes because I was waiting on my refund. Initially, I was informed my taxes were not received. I told the person my wife owed money and the check was cashed. Eventually, in June, they did find my return and sent me a letter in the mail stating my PA return was not attached. I know for a fact the PA return was included in my packet, but I sent it again anyway. I called them weeks later to ensure they received the State return and I was told yes. I asked them why I had not received a refund and got a voicemail back a few days later stating I filed incorrectly. I found it interesting that they took the payment of $13, but did not issue my refund. On a later date, they told me the reason they don’t send the credit right away is because they are looking out to me (which I do not believe is true). So, as a result of the original voice mail I received, I went back to [redacted] and presented the information to another representative. This worker also told me I filed correctly and that Keystone Collections was not correct. They suggested I send them a letter asking for the reason I am not getting a refund to be put in writing since it states I can request it on their form. On October 25, 2015, I did just that. I requested the information in writing and explained the issue. I never received a reply, so I once again called. I was told by the representative that they don’t send written letters and was told again my taxes are wrong and to see another tax professional because [redacted] has a lot of problems. Interestingly, [redacted] stated that Keystone Collections is the one that has a lot of issues and that Keystone is more frequently incorrect. So, it is now February 14, 2016 and I am at a loss as to what to do. The “big issue” with my taxes according to Keystone is that my PA gross amount is not listed in Line 1 of the local taxes and I should not have used the Part-Year Resident Schedule. It states right in their instructions, “If you moved during the year, use the Part-Year Resident Schedule (on reverse of tax return form) to calculate income and taxes…” The same amount on my PA-40 and the totals on the back of the page are equal. They also stated, even if I used the Part-Year Resident Schedule, it should be for 5 months not 4. I lived in PA from 8/30 to 12/31…4 months. I feel I am being given a hard time because I am due a refund.Desired Settlement: I would like the refund I am due for my 2014 local taxes.

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 the instant case, the taxpayer stated that they experienced problems regarding their 2014 local tax refund. They also stated that they were unable to resolve this issue by contacting Keystone’s customer service representatives.After receiving the taxpayer’s complaint, I examined their account and determined that unique circumstances surrounding their residence and taxing authorities complicated their 2014 return. Consequently, Keystone was unable to process their return as filed.However, a representative contacted the taxpayer to explain the situation, particularly discrepancies between their 2014 Pennsylvania state and local tax returns. My office also requested that they submit either an amended local and/or state return. Once the taxpayer’s amended return and supporting documentation is received, my office will work to process it promptly and issue any refund due.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy: Cody J. H[redacted], Esquire

Review: Collection Agency lost my return and wants to change me $50 (for my wife and I returns) for them not receiving it. They want proof filing was made timely (not sure why we should send certify mail for a personal tax return).Desired Settlement: They want to bill me $65 for $50 penalty for my wife and I. I will be happy to pay the $15 for the late payment if they feel I could make $15 in interest on $65 in 3 months.

I would like to pay the $15 and for them to waive the $50 for them (or the postal service) losing the return that was mailed timely.

Business

Response:

[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 requiring that they file a local earned income tax return. The taxpayer was concerned because they stated that they previously submitted their required 2014 local earned income tax return and payment.After receiving their account, I reviewed their account and confirm that they previously contacted Keystone stating that their returns were timely submitted with payment. My office thoroughly reviewed our files and could not locate their return or payment. There was no evidence it was ever received by Keystone. Recently Keystone representatives confirmed this information with the taxpayer and explained why the received the failure to file notice. My office has since received the taxpayer’s 2014 returns and tax payment.However, to date the taxpayer has refused to pay any late filing fees. The late filing fees were assessed pursuant to Pennsylvania Act 192 of 2004 and adopted by the taxpayer’s resident taxing authorities. The fee covers the costs incurred by Keystone to notify, process and recover or refund these unreported taxes. My office cannot confirm that the taxpayer timely submitted their retum(s) and therefore has determined not to waive these late filing fees. This information has been recorded in their account and the late filing fees remain outstanding.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPCody J. H[redacted], Esquire

Review: This company has repeatedly contacted me requesting payment and/or the filing of local tax with this agency. Every other year they send me a letter. I do not reside in [redacted] county and have not in over 4 years. I've ask them to remove me from their files and they still continue to harass me and state that I owe local tax to them, when in fact the agency I use is [redacted]. I contacted my borough and alerted them to this issue and they reassured me that they do not use this company for their local tax returns.Desired Settlement: I would like them to stop contacting me and requesting tax information and/ or payments. Unless my borough or county decides to use them as an agency. Until then I would like them to refrain from contacting me.

Business

Response:

February 2, 2016[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 issues regarding a tax forms they continue to receive from Keystone. The taxpayer stated that they continue to receive these forms annual but do not reside within a municipality or school district administered by Keystone.After receiving your letter, I was able to confirm that the taxpayer does live outside a jurisdiction administered by Keystone. Consequently, my office was able to update our records to ensure that the individual does not receive any additional forms or notices. Accordingly my office considers this matter closed.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPCody J. H[redacted], Esquire

Review: I received a tax collections notice from keystone back in October. I contacted them was uncertain if it was a scam I also went to my township who stated they were legit. They requested a copy of my w2 to verify if the charges were valid. I received a call from them stating that the bill was valid. I expected to receive another bill from them about the balance so that I could start making payments so when I did nit I called back in. I spoke to a representative to make payment arrangements she stated that the bill was due in 6 months and that I would be charged a $3 fee for each payment that was not paid in full in addition to interest. I was immediately taken back and asked why especially as I had already been penalized for something I had no idea about. She then proceeded to tell me well u pay penalties and interest on your credit cards which I though was very rude and out of place. I then told her this is not a loan that I went out seeking that come with interest and penalties. This is a bill I was not aware I had because I pay all my bills on time. I then asked to speak to a supervisor because I told her she was not listening to understand my concerns. She asked me for a number to have them call me as it was 4pm and they had left for the day. I looked at the time on my phone educated the rep that it was not 4 yet and again asked to speak to a supervisor she refused. At this point I'm upset and frustrated and I hang up the phone this type of behavior is intolerable and judging by the number of complaints they do not care.Desired Settlement: I would like to speak to a supervisor and not be penalized for something I have already been penalized for while trying to make the payments.

Business

Response:

January 4, 2016[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 regarding delinquent local earned income taxes. They also raised concerns that they were not previously notified of these unpaid taxes and requested to speak to a supervisor. Further, they raised concerns about the penalties and processing fees assessed on their accounts.Since receiving your letter I have reviewed the taxpayer’s account. A supervisor has contacted the taxpayer and left a message about their concerns. In addition, the supervisor invited the taxpayer to contact them to further address any outstanding issues.However, it is important to know that the individual received a delinquent notice for validly assessed taxes that remain unpaid. The penalties and interest assessed on their unpaid local taxes are permitted under by Pennsylvania law. In addition, the collection and processing fees assessed on their account are permitted by Pennsylvania law and the taxing authorities, pursuant to Pennsylvania Act 192 of 2004. These fees cover the costs incurred by Keystone Collections Group to recover and process these unpaid taxes.I appreciate the additional information provided by your letter and the opportunity to ensure that the taxpayer’s concerns are properly addressed.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy:Cody J. H[redacted], Esquire

Review: I was notified by Keystone Group in October, never have I once received a letter from the company or anything stating I owe money from income tax. They waited 6 years to notified me, and they notified my job and never sent me one paper in the mail. They are saying that there are owed taxed from 2010 and I owe 555.00, and now they are garnishing my wages. I find this not right due to the fact that I have filed my taxed every year and I think it is ridiculous that they stated that they never have had my address and now want me to pay for taxes from 6 years ago, I am a single mother and they want to take 10% out of each paycheck. I being the sole provider and taking care of a infant living hand to mouth with no assistance should have a payment plan that would not deprive me.Desired Settlement: I would like to have a better payment plan rather that have 10% of my wages deducted, I live hand to mouth taking care of my daughter and now that will completely put me behind with other thing, I just do not agree with waiting for 6 years to be notified, even after I spoke with them and gave them my current phone number and address they still have not called me or sent me paper work

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 their complaint, the taxpayer expressed concern that Keystone waited to notify them of their outstanding tax obligation. In addition, the taxpayer stated that they did not receive information by mail before Keystone began wage garnishment procedures. After receiving your letter, I reviewed this taxpayer’s account and Keystone’s attempts to contact them about this outstanding tax obligation.Our records indicate that my office initially attempted to contact the taxpayer in June 2013. Mail submitted to their recorded addresses was returned. My office also attempted to contact the taxpayer by United States Postal Service “Certified Mail” at multiple addresses in August and September 2015. The certified mail sent by my office was unclaimed.Consequently, my office contacted the taxpayer’s employer to initiate wage garnishment procedures and resolve this outstanding balance. In October 2015, the taxpayer contacted my office about the potential wage garnishment and expressed their concerns. At that time, my office suspended the wage garnishment process and provided them the opportunity to resolve this balance.The taxpayer stated that they would submit payments in November and December. No payments were received. Therefore, in January 2016 my office reinitiated these garnishment proceedings.It is important to know that local earned income taxes are assessed pursuant to the Local Tax Enabling Act (LTEA) 53 P.S. §6924.301 et seq. Specifically, these are self-reporting taxes and under Pennsylvania law individuals are required to file an annual local return to reconcile their local tax obligation.In their complaint, the taxpayer stated that they file their tax returns annually. However, our records indicate that the local taxing authority did not receive a local return on their behalf. If the individual filed and paid these prior local earned income taxes, they should contact my office to provide documentation.I appreciate your letter and the opportunity to respond to this taxpayer’s concerns. Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy:Cody J. H[redacted], Esquire

Review: On October 23,2013 I received a notice from Keystone Collections Group that I owed unpaid earned income tax for the year 2010 but I did not even live in that township for the time period billed. After speaking by phone to [redacted] at Keystone Collections Group on October 24 I faxed documentation to them to support that I did not live in the township or owe the tax. I called them right away after sending the fax and [redacted] in their Chester County office was kind enough to make a call and confirm yes indeed they did receive my documentation. On November 22,2013 I called Keystone Collections Group to find out why I never heard from them about clearing my name. I spoke with Melissa who advised they never received my fax. I then spoke with her boss [redacted] and while on the line I sent by fax for a second time my documentation. [redacted] refused to check that this second fax was received and also refused to make a phone call to confirm it. He refused to put his boss Kim on the line and basically (but not in these words)said when they eventually get around to it they will review my paperwork and an auditing department will review my claim and if they determine I am correct they will then notify me. You would think since Keystone Collections Group made a mistake in sending out the notice and then lost my fax that had personal information on it that they would want to put forth a special effort with their customer service.Desired Settlement: I want a letter from Keystone Collections Group clearing our name and stating that we do not owe the tax.

Review: Since filing my 2013 local taxes with Keystone Collections Group, early in 2014, I have yet to receive my refund of $ 154.00 that H&R Block had figured I would receive. Now Keystone claims that I owe them $ 192.70. They have sent no paperwork to back up this claim, however they tell me that I will owe it. I have sent them all of my W-2 forms as well as [redacted] tax return forms. Every time I call I get a nasty response as to why my taxes are not being processed. I was told today that it will be a few more weeks until anyone contacts me about the money I owe them. Absolutely terrible customer service to getting my questions answered. I was told that they (there processing department) determined that I owe them this money. When asked to speak to them, I was told "they" do not get on the phone. This has been going on since early in 2014. It should not be this difficult to have someone with some type of decision making ability to contact me to resolve this matter.Desired Settlement: According to [redacted] tax service I am to receive a refund of $ 154.00.

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 provide anoverview of the response to the EBB (with no confidential detail). We appreciate 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‘5 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.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.I have thoroughly reviewed the taxpayer’s account and discovered that the taxpayersubmitted some conflicting documents which delayed their refund. In 2013 the taxpayer lived intwo different-taxing jurisdictions. Accordingly, they were required to submit two separate localearned income tax returns; one for each jurisdiction. My office is the duly appointed tax collectorfor one of the jurisdictions in which they lived during 2013. Based on the two local earnedincome tax forms they provided Keystone there was a discrepancy concerning the taxpayer’sresidency dates and applicable earned income tax rate(s). This discrepancy created someconfusion, initially leading us to believe that the taxpayer underpaid their 2013 local earnedincome tax liability. However, my office was able to identify the discrepancy and resolve theissue. Please know that a refhnd was issued to the taxpayer, thereby resolving this matter.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUP

Review: In February 2014 we filed a joint Federal, State, and Local tax returns. In November 2014 my wife received in the mail a notice that she did not file a tax return for that year. She called Keystone Collection Group and talked to Tom ext. [redacted] about us filing a joint return. After 30 minutes he said he found our joint return and he would send it up to his supervisor for his approval and no further action needed. On December 1,2014 she received a phone call from Tom that her return was incomplete she must go to web site to complete her return. I went to there web site and found our return now there is a late fee of $25.00 for each of us. If we didn't file a return what return did Tom find in November that he sent up to his supervisor, and why didn't I receive notice that I didn't file a 2014 tax return?Desired Settlement: Refund the so called $50.00 late fee.

Business

Response:

December 8, 2015[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. The taxpayer was concerned because they previously submitted their required local earned income tax return and payment. They also stated that Keystone confirmed that their 2014 local earned income tax payment check was cashed, but they were awaiting additional information about their account.After receiving their account, I was able to confirm that their 2014 local earned income tax payment was received by check and cashed. However, at the time the individual submitted their payment, my office did not receive the required return, W-2s or supporting documentation. Consequently and despite submitting a payment, they received the “Failure to File” notice in November 2015.Since receiving your previous letter, my office has called the taxpayer to further explain and provide them an opportunity to submit a return. Pennsylvania taxpayers are required by law to submit these local returns annually. Despite submitting the timely payment, the taxpayer did not comply and a late filing fee was assessed on their account. Also, my office cannot determine if their previous payment satisfies their 2014 local tax obligation without receiving the required return and supporting documentation.Keystone has relayed this information to the taxpayer by phone and is currently awaiting their return and supporting documents. Once this information is received, my office will be able to confirm their 2014 local earned income tax balance and determine if any additional payment is required. I trust that we will soon be able to resolve their account.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy:Cody J. H[redacted], Esquire

Consumer

Response:

Review: When I filed my taxes back in February of 2014 I found that my employer was over paying my local taxes and that I was going to get a refund and I have been fighting with keystone to get my refund back and every time I call I get the same answer that they are processing my refund check.Desired Settlement: All I would like to happen is to receive my refund from keystone in a timely manor.

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 detail information (generally confidential in status) and provide anoverview of the response to the, Revdex.com (with no confidential detail). We appreciate 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. 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 faimess 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.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. Please know that arefund was issued to the taxpayer, thereby resolving this matter.Thank you for your attention to this matter.

Review: I filed my taxes back in February and submitted and amended return in May (2014). The company cashed my payment check and has yet to give me my refund. I have contacted the company in the beginning of July and the end of July. Both times I was told my return should be processed within a month and that they will return my call within 48 hours after they escalate it to a manager. I never received a phone call but gave them until the end of August, I called back. I was told that it takes a while for them to go through the paperwork, however they cashed my check in 3 days. I was told to call back in 48 hours because she was escalating it to the manager. I called back today and the lady said that a manager won't tell me anything different and that it will take a while to receive my refund. I was given no indication how long, and no attempt has been made to contact me. I believe as a place of business that handles taxes there should be a timely return. I do understand that it may take a little longer but I haven't even been given any information. Thank youDesired Settlement: My tax refund.

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 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, 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 fliture, despite not responding to KEYSTONE

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. Please know prior to receiving the letter from the Revdex.com a

refund was issued to the taxpayer, thereby resolving this matter.

Thank you for your attention to this matter.

Very truly yours,

KEYSTONE COLLECTIONS GROUP

Review: I have been having issues with Keystone collections for over 2 years now.I agreed to a payment plan for back local taxes.However after making 2 payments that were not credited to my account they stopped sending statements.I called to resolve this multiple times to no avail,most recently in February 2014.I received no explanation and 2 months later got a letter assessing extra fees and being threatened with a suit.Desired Settlement: Payment plan as was agreed

Business

Response:

Thank you for your letter of April 29, 2014 regarding the above-referenced complaint ID

Review: I filed my local income tax return for 2014 on March 3, 2015. I am due a refund of $794 due to overpayment. On March 18, I received an email stating that further documentation would be needed to reconcile my account. I sent in all of the documentation that they requested and waited for my refund. I didn't see any change in my return status (which was marked as Audit) for 2 months on their website. Then on May 7, I receive an email (dated 03/18) from the company asking for a W2 showing State wages. I then sent them another copy of my W2 form with the info they needed. Another two months passed without any change to my return status. I then decided to call to find out what is going on. I spoke with a woman named Sandra and was told they did not receive my W2 that I sent in. Mind you, this is the first I'm hearing of this months later. I then faxed in the W2 needed. I asked for an ETA when this would be processed and was told that every time an document is needed, the return gets put to the back of the processing line. I was told to call every 3 weeks to find out if any progress was made. As of my writing this on September 9, there has been no progress made and no ETA on when I am going to see my refund. I am highly upset at this point. If the tables were turned and I owed them money, then I would be getting calls and emails day and night until I payed. I don't feel it is right for a company to hold on to money that is rightfully owed to a taxpayer. It's not my fault that there was an overpayment in taxes. Wasn't the point in the new tax collection system to make things easier for the taxpayer. I am tired of the getting the run around and I'm asking the Revdex.com to assist in making things right and getting what I'm legally owed.Desired Settlement: I want Keystone Collections Group to deposit the tax refund money ($794) that I am owed electronically in my bank account immediately. They already have my bank information. I also want them to review their procedures on processing tax refunds and make any and all necessary changes to how they do go about handling them. Waiting more than 6 months to receive money that legally owed is completely unacceptable and should not be tolerated.

Business

Response:

October 2, 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. Previously, my office was contacted by the taxpayer and I reviewed their account. At that time, I confirmed that my office had received the necessary documents and was processing their amended annual return. After review, my office was able to issue a refund. That refund was issued to the taxpayer on September 15, 2015. Accordingly, my office considers this matter resolved.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPBy: Cody J. H[redacted], Esquire

Consumer

Response:

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

Their website does not work properly. Although they claim it will accept efiling, it will not and goes into an error mode. When you call you can expect to spend some time on hold. Finally, they try to get you off the phone and not to help you. When they claim they don't know what is wrong they promise to return your call with the information. They never call back.

Review: Keystone Collections group incorrectly REcalculated our municipal tax refund from over $300.00 to $19, sending the smaller check with no written or verbal explanation. After placing a number of calls, I was finally told that the issue is the absence of the form PA-40, to ascertain partial residence in the borough, which I immediately both mailed and faxed. It took almost 3 weeks for the form to be processed, after which I placed several more calls, being informed every time that we have been placed in the "expedited" queue. Any and all representatives refused to tell me whether the claim was reviewed and settled in our favor or not, the amount of the check, or any kind of a time frame for resolution. I have a strong sense that Keystone Collections Group's business model is to "wear down" the customers in the hope that they give up and then no payment has to be issued. They will not succeed with this particular customer, especially now that I have seen a number of similar complaints posted and it is clear that this business's customer-unfriendly and frankly, shady practices need to be brought to light.Desired Settlement: For the refund check in the appropriate amount to be mailed within 2-3 weeks.

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 stated that they received an incorrect 2014 local tax refund. They also stated that they were unable to resolve this issue by contacting Keystone’s customer service representatives. The taxpayer stated that they wanted to receive a corrected refund within a reasonable time.After receiving the taxpayer’s complaint, I examined their account and determined that unique circumstances surrounding their residence and taxing authorities complicated their 2014 return. Consequently a partial refund was issued. However, I contacted the taxpayer personally to explain the situation and request that they submit an amended return and evidence of their work location. Once the taxpayer’s amended return is received, my office will work to process it promptly and issue any refund due.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]Keystone Collections Group [redacted]

Review: Keystone Collections Group received our 2014 Tax Paperwork/Check in late March and cashed our check on April 2 according to Keystone personnel but we received a "Failure to File 2014" letter. I have called two times (Nov. 18 and 19) and was advised that they did receive our check and cashed it. The next step was to have a supervisor review and call me. It has been 2 weeks and I called again today and was advised that they are very busy; the supervisor will call me when they get the chance to review. It is now 8 days until it goes into collection/penalty/interest. This will affect our credit rating also.

I would appreciate a return call to resolve this problem.Desired Settlement: To have Keystone withdraw the collection notice immediately.

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 their complaint, the taxpayer indicated that they received a notice from my office requiring that they file a local earned income tax return. The taxpayer was concerned because they believed their 2014 local earned income tax return was previously submitted through our online e-file portal at [redacted].Please know that I reviewed their account and determined that their 2014 local earned income tax return was never fully completed. The taxpayer did create an account and began the online filing process in February 2014. However, because they did not completely submit their return, the taxpayer received the “Failure to File” notice sent by Keystone.Previously, Keystone received a phone call from the taxpayer and a customer service representative investigated the matter. The representative was able to locate their account but discovered that they did not fully complete their 2014 return. Consequently, the representative contacted the taxpayer by phone to inform them and provide assistance in completing th§ online return. In December 2015, my office then received the taxpayer’s complete 2014 local earned income tax return. Accordingly, my office considers this matter closed.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPCody J. H[redacted], Esquire