Keystone Collections Group

Review: I filed a local income tax return using the information provided to me by Keystone. Upon submitting my return and paying the money owed, I confirmed with my employer that according to [redacted], I actually reside in a different municipality than the one listed on the Keystone provided form and have actually overpaid my taxes. I called Keystone and was informed that according to Google maps, the municipality listed on the form is correct. As I do not consider Google maps to be a valid source, I called Keystone again and spoke with a different supervisor, who confirmed that the municipality they listed was incorrect. I was asked to submit an amended return. I filed the amended return on 6MAY2016. On 24JUN2016, I called Keystone to check on the status of the return and was informed that there is a note in their system that they require a different format of a W2. No one has contacted me to let me know this information and I would have never found out had I not called. I submitted this W2 immediately following the call, on 24JUN2016.

I called Keystone again on 15JUL2016 and was informed that all documents have been received. The representative stated that she did not know why the claim has not yet been processed as everything looked OK to her. She created a ticket for the processing department and stated that the ticket should be processed in about a week or two.

I called Keystone on 5AUG2016 and was informed that the processing department was still processing the claim. The representative would not give me a timeline for resolution although it has been 3 months since the submission of the amended return.

Keystone expects tax filers to file and pay in a defined, constrictive time period. My expectation is that they also process and provide a refund in a defined, constrictive time period.Desired Settlement: I would like to receive my owed refund of $339 (includes original payment for initial return and late fee) as soon as possible. I would also like Keystone to change its processes pertaining to keeping the public informed and to speed up their process of return review.

Business

Response:

Dear Ms. [redacted]: Thank you for your letter regarding the above-referenced complaint ID number. In their complaint the taxpayer stated that they reside in a different municipality than the one listed on the Keystone local earned income tax form. As a result, they allege that they overpaid on their local earned income taxes. Accordingly, the taxpayer filed an amended local earned income tax return and requested a refund representing the alleged overpayment. Please know that after receiving the taxpayer’s complaint I personally reviewed their account. I have confirmed that the taxpayer’s residence is located in the Borough of [redacted], the municipality they originally filed in. Be advised that in Allegheny County there are two locations with the same street address. In addition to the [redacted] location, there is another location with the same street address in [redacted] Township, with a different zip code. This is the location the taxpayer attempted to file their amended return on. The address in the Borough of [redacted] houses an apartment complex and the address in [redacted] Township houses a commercial shopping center. I recognize that [redacted] lists the taxpayer’s residence in [redacted] Township. However, Keystone Collections Group is not responsible for the information presented on [redacted], including any erroneous municipality information. Accordingly, my office is unable to issue the taxpayer a refund. Their original return, which reflected local earned income tax remitted to the Borough of [redacted], was correct. I have sent a separate letter to the taxpayer explaining the same. In the event the taxpayer disputes the location of their residence, my office has requested documentation evidencing proof of residence in [redacted] Township. If proof is provided my office will adjust the account accordingly. I appreciate the opportunity provided by the Revdex.com to resolve the concerns of taxpayers and improve our processes. Thank you for your attention to this matter. Very truly yours, KEYSTONE COLLECTIONS GROUP By: Christopher E. V[redacted], Esquire

Consumer

Response:

Review: My employer withheld at 1% tax rate for 2013,2014 and 2015 for [redacted] township, I work on a H1b Visa for which I should be taxed at Non-Resident EIT rate of my work location which is 0% for [redacted] township. I called Keystone collects and [redacted] tax services to verify the information and if I was due a refund, every person I spoke to confirmed that I should be refunded the 1% withheld for 2013,2014 and 2015 which is a total of $2565, if I send in my visa documentation providing proof that I was on a H1b. I sent in the information asked, based on the complaints I read on Revdex.com about how they would put the refund in audit for no reason and since there was no way to check the status online, I made sure I called in frequently to check on the status of my refund. Today they told me they had finalized and I was taxed at 1% for no reason. The customer service agent has no basic knowledge of their jurisdiction was suggesting I was taxed at Pittsburgh city Non-Resident EIT rate of 1% while my work location was in [redacted] Township for which the non-resident EIT rate was 0%, Pittsburgh City comes under [redacted] tax services jurisdiction. I had called in serval different departments before I filed for a refund, my application was straight forward and no errors to cause any delay. I was not given a proper reason for why I was taxed at 1%, they should give me a proper reason to keep my money.Desired Settlement: Every documentation is clear that I should receive a refund, until I receive a refund I will not consider this resolved.

Business

Response:

Please be advised that the refund checks were issued on June 8, 2016.

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.

Review: I have received a bill from them claiming that I owe tax for year 2015 to [redacted] School District Area. I have not been living there since September 2014 and they obviously know that since they have sent their statements to New Jersey two years in a raw, I don't know why they don't try to communicate with somewhere in [redacted] if they think I live in [redacted]. When I tell them they are wrong they them me I "NEED" to send the proof of residency and prove them they are wrong. They issue a wrong bill and I should waste my time on convincing them that they are wrong.Desired Settlement: Bill be removed and they apologize for bothering me for no reason.

Business

Response:

Dear Ms. [redacted]: Thank you for your letter regarding the above-referenced complaint ID number. In their complaint the taxpayer stated that that they received a delinquent per capita tax bill for [redacted] Area School District even though they claimed to have moved out of the School District in September of 2014. Please know that after receiving the taxpayer’s complaint I personally reviewed their account. I instructed the taxpayer that per capita tax is assessed on all adult residents living within the [redacted] Area School District. As such, every taxpayer is responsible for remitting payments. Taxpayers have an affirmative duty to inform Tax Officers such as Keystone when they change residences. Please know that Keystone obtains a list of adult individuals subject to the per capita tax from the [redacted] Area School District. This list included the taxpayer’s information and he was accordingly issued a per capita tax bill. My office advised the taxpayer that my office will exonerate his per capita tax balance upon receipt of evidence that he did not reside in the [redacted] Area School District in the 2015 tax year. I appreciate the opportunity provided by the Revdex.com to resolve the concerns of taxpayers and improve our processes. Thank you for your attention to this matter. Very truly yours, KEYSTONE COLLECTIONS GROUP By: Christopher *. V[redacted], Esquire

Review: We purchased our condo in [redacted], closing the loan on Jan 31,2014.

We also quit our jobs on Jan 30, 2014 and have not worked since that date. We are both elderly and needed time to move and clean out our rental, we gave our 60 day move out notice to our landlord on Jan 30, 2014 which was required by them. We were on a month to month lease for approx 5 years after signing two one year leases with them in 2007 and 2008. I prepared and filed my IRS and PA income tax returns in Feb, 2014 not wanting to lose paperwork and being late to file. I put aside my local income tax return and then filed it on Apr 10, 2014 for tax year 2013 for municipality #210603 when we were living in our new residence. My local taxes were withheld for our previous residence of municipality #210603 on our W2's.

Therefore, I was shocked when I received a bill from the Keystone Collections Group on June 22, 2016 for tax year 2013, [redacted] Twsp School District, [redacted] Twsp. In the bill, they state that "if you did not reside in the District and/or Municipality for the entire period, etc, please contact or office at once." I called since their bill is dated Jun 20, 2016, my receipt of this bill was on Wednesday the 22nd, I contacted them on June 23, 2016. "Marnie" said I needed to send in my lease to prove where I resided in 2013. The problem with this was I was on month to month until I moved, so I secured a letter from the agency handling the rental, Property Management Inc (PMI) in [redacted]. They gave me a letter confirming the dates of my rental, my resident ledger and my move out statement. I sent this info out to Keystone with a cover letter via USPS certified mail on June 27, 2016 with a return receipt card attached. I received the RRC on July 8, 2016. The huge glaring problem with the RRC was the date Keystone put on the card: July 29, 2016! This date puts me immediately out of their 30 day response to their bill time, whereby they will consider the debt to be presumed valid.

I waited until July 12, 2016 to call their office to confirm, that they did indeed receive my paperwork and they were working on this claim and the erroneous date of July 29, 2016 on the RRC was just a mistake, a clerical error. I spoke to Nancy who asked me if I had sent in any paperwork! She said that none of my documents had been "scanned into my account as of that date" (July 12, 2016).

Becoming ill to my stomach and sensing a serious problem with this situation, I then wrote another letter to Keystone explaining all of the above to them and then FAXing the documents to them, a total of $24.00 for 24 pages inc the cover sheet to their office, FAX #[redacted]. I needed to get proof of their receipt of my documents inside of the 30 day timeline.

Needless to say, I am extremely upset by their actions and determined unscrupulous attempts to collect $505.77 from me which I do not owe to them. The amount may seem small to some, to us it is huge. I do not owe it, I am not going to pay it, I submitted all the documentation to their "audit" department which should be a no-brainer to any auditor worth their spit to review and say, yes, we made a mistake in billing this person. I am on social security and have extreme medical bills with a pet who has cancer. I wish they would direct their collection attempts to those who may be deliberately not paying their taxes for whatever reason.

I am an honest taxpayer, always completing my returns on time and paying my taxes promptly for the past 50 plus years. I do not need this situation in my life at this time, I need resolution from this company as soon as possible.Desired Settlement: I want a letter from Keystone Collections Group on their letter head exonerating us of their claim of this debt to the [redacted] Twsp School District. Since we are going to be in this same situation for the month of January, 2014 whereby we were still living in school district #210603 and filing our local taxes with them, they can extend the coverage to that date and not attempt to collect another debt that we do not owe them.

Business

Response:

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. Since receiving your letter I have reviewed the taxpayer’s account and prepared a detailed response to the taxpayer addressing their concerns. In their complaint, the taxpayer indicated that they received a tax bill from my office regarding 2013 local earned income taxes, which provided the taxpayer an opportunity to dispute the tax if they did not reside in the District and/or Municipality. As the taxpayer explained, he did comply with the requirements to provide supporting documentation concerning his address change. Upon receipt and processing of the supporting documentation, Keystone was able to adjust his 2013 account to a zero balance and we have notified the taxpayer accordingly. At the outset, Keystone is limited by the information provided by taxpayers on their local earned income tax returns and information supplied by the Pennsylvania Department of Revenue and therefore requires supplemental documentation to confirm account changes. 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 GROUP By: Christopher E. V[redacted], Esquire

Consumer

Response:

I am sending you a 6 pg letter with 20 plus attachments explaining why. Keystone lied to you when they responded with "a detailed response to the taxpayer addressing their concerns". Their letter to me was ONE short paragraph and not signed by anyone at KCG. The response they sent to you had FOUR paragraphs and was signed "Very truly yours, KCG, Christopher E V[redacted], Exquire", I should have been afforded that same courtesy. In their letter to you they said they were limited by the information of the taxpayer and the local tax office and the State of PA's return, they needed further documentation. Based on that paragraph, Keystone has misrepresented their intentions in the being a genuine audit. On my PA40-2013, the very first page to the right of our address on the return, the last line of info is "School district name: [redacted]". The PA info worksheet under School code "As of 12/31/2013, enter where taxpayer lived: School District: [redacted] Area, school code 21650". Same page at the bottom "ParkII-Resident status, there is an "X" in the box for Form PA40 "Full year resident". On the PA School District Code selection worksheet, I completed [redacted] Area, School District code selected 21650". They had all of the info they needed from that return. None of the info was "changed". All of it confirmed we did not work or live in [redacted] Twsp and that should have been the end of it. I am highly and extremely upset with this company, their "style" and their demeanor and their actions. The [redacted] School District has a problem too. They have sent a truant officer out to my home on at least three occasions to tell us they had reports that children live in my home. Excuse me, my children were born and raised in [redacted] attended school there and their ages as of this date are: 50, 49 and 47. I have paid my taxes all of my working life since the age of 14, on time in full. I am a Vietnam Vet, I served your country. I am retired now and want to be left alone. Your company that you are protecting needs to be talked to. I sent one cert mail, two faxes, made two phone calls and then the complaint to you. I never incurred this "debt", so I was guilty until I had to prove my innocence. THEY made the "mistake" by stamping that cert mail receipt card with they date: July 29, 2016. What is the date today? July 26, 2016. You can close your case but I am still offended. They better never contact me again. My wife and I were born and raised in [redacted] County and "came back" to PA to live in peaceful retirement, maybe it's time to go back to NJ. PA isn't a senior friendly state, the state I was born in! Shame on you, shame on Keystone, shame on PA.

Review: I was sent a Failure to File notice by this company for the 2014 year - and prior to checking I paid them. After speaking with [redacted] I was told this was already paid and in fact they owed me a refund of $821. I contacted the company multiple times and was told the check would arrive shortly. The last time I contacted them I began taking notes -

12/02/2015 I provided all the information and was placed on hold and then disconnected. I called back and spoke to Debbie who said my check would arrive in the next 4-8 weeks. I contacted them again on 03.04 to state the check had not arrived and after waiting for 15 minutes on hold I was told they never received the copy of my filing (this was not stated in December). I was told I could not fax, email or submit on-line and would have to pay an additional $25 to get my refund check.Desired Settlement: I would like the refund owed to me and a penalty fee to the company - this is the only way these companies will not become a larger burden to the Revdex.com. I have spent 6 months chasing them - with repeated calls and submissions.

- $821.00 Refund owed

- $217.44 paid in advance of checking

= $1038.44

Business

Response:

March 11, 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 requiring that they file a local earned income tax return. The taxpayer was concerned because they believed their return was previously submitted. They also expressed concern that they had not received a refund check that was due.After receiving their complaint, I was able to confirm that my office did not previously receive their 2014 annual tax return. On December 14, 2015 my office did receive an incomplete fax from the taxpayer. But their required local earned income tax return and supporting documentation were not included. Consequently, my office was unable to process their return and potential refund.Since receiving this notice, a customer service representative from my office has contacted the taxpayer to fully explain why no refund has yet been issued. They also explained the documentation still required by my office. The taxpayer then indicated that they would like to confirm this information with their tax preparer. They also stated that they may contact our client municipalities for further information. The representative from my office explained Keystone’s role as tax collector and directed them to our website for further information ([redacted]).Keystone is currently awaiting their return and supporting documents. Once this information is received, Keystone will be able to review these returns and process any refund that is due. Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPCody J. H[redacted], Esquire

Consumer

Response:

Review: s I doubt that the income totaled $100. I paid full tax on the monies, did not take exclusions or special treatment. Additionally, I discovered that my residence was in [redacted], I had directed school tax to [redacted]. I have made the correction.

I endorsed my $350 2014 tax refund check and sent it to Keystone. They returned it and demanded my personal check made out to them.

They are not getting my bank account number. I never owed money inDesired Settlement: I will pursue legal action, if necessary

Business

Response:

Dear Ms. [redacted]: Thank you for your letter regarding the above-referenced complaint ID number. Please know that the complaint your office forwarded to Keystone appears to be incomplete as the taxpayer’s “Statement of the Problem” appears to begin mid-sentence and end mid-sentence. However, based upon what was provided to my office, I have reviewed our records and it appears that the taxpayer is disputing local earned income taxes owed to [redacted] Area School District and Caln Township. After reviewing the taxpayer’s account, please know that my office previously advised the taxpayer to provide W-2s, tax returns, and any other documentation that provides proof that these taxes were paid or withheld by an employer. To date, the taxpayer has not provided my office with the requested documents, payment or any evidence that these taxes were previously withheld. In their complaint the taxpayer states that they erroneously paid these taxes to another municipality and has since made the correction. However, my office cannot credit the taxpayer’s account absent proof that these taxes were paid. In their complaint, the taxpayer states that they endorsed a check to Keystone and Keystone returned the check and requested a new personal check. Further, the taxpayer states “they are not getting my bank account number”. Please know that the taxpayer’s check of was returned because it was a third-party check not made payable to Keystone Collections Group. Please know that in order to process a personal check, my office requires that it be made payable to “Keystone Collections Group”. However, Keystone will also accept money orders or cash payments made in person. As stated above, my office has requested documentation evidencing proof of payment or local earned income tax withholding. Once proof is provided my office will adjust the account accordingly. I appreciate the opportunity provided by the Revdex.com to resolve the concerns of taxpayers and improve our processes. Thank you for your attention to this matter. Very truly yours, KEYSTONE COLLECTIONS GROUP By: Christopher E. V[redacted], Esquire

Review: On Saturday 4/23/2016 I received a letter from Keystone Collections Group stating that I owe an unpaid balance in my wage tax account for [redacted] School District and [redacted] Township in PA for tax year 2011. Upon calling the office on Monday 4/25/2016 and explaining that I did not live in [redacted] in 2011, I was told I would have to provide documentation of my 2011 address. They have 2 addresses on file for me in PA, one being in [redacted], PA (2007) and the other in [redacted], PA (2010-2012). Note: They apparently don't have my [redacted] address from 2008-2010 on file.Desired Settlement: Since I was not a resident of [redacted], PA in 2011, I would like this bill to be cancelled and no further contact from Keystone Collections Group.

Business

Response:

Dear Ms. [redacted]: Thank you for your letter regarding the above-referenced complaint ID number. In their complaint, the taxpayer stated that they received a delinquent tax notice for [redacted] Township and [redacted] School District for tax year 2011. The taxpayer alleges that they did not live in [redacted] Township in 2011. After reviewing the taxpayer’s account, my office advised the taxpayer to provide documentation of their 2011 address. To date, the taxpayer has not provided my office with evidence that they resided elsewhere in 2011. Upon receipt of this complaint, my office has again reached out to the taxpayer affording them a chance to provide proof of their residency in 2011. Please know that Keystone’s process of auditing delinquent accounts is designed to ensure taxpayers are given multiple opportunities to work with Keystone to address any identified discrepancies. The initiation of an audit provides an opportunity for Keystone and a taxpayer to enter into a dialogue to resolve identified issues. As it is the taxpayer, and not Keystone, who possesses relevant tax documents, it is the taxpayer who has the burden of proof to show that their tax obligations have been satisfied. It is not until the Pennsylvania Department of Revenue makes available to Keystone taxpayers’ earnings information that Keystone can initiate an audit. The limited information provided by the Department of Revenue is used to identify discrepancies between what a taxpayer reports as earned income on the state level with what is reported on the local level. Keystone, knowing that information may be inaccurate, issues its first notice when a discrepancy between state returns and local returns is identified. This letter very clearly states that based on information gathered thus far, there appears to be local earned income tax that is due and owing. The letter goes on to explain that taxpayers who dispute these findings should contact Keystone so that both parties can work together to resolve the matter. As stated above, my office has requested proof of the taxpayer’s residency. Once proof is provided my office will adjust the account accordingly. I appreciate the opportunity provided by the Revdex.com to resolve the concerns of taxpayers and improve our processes. Thank you for your attention to this matter. Very truly yours, KEYSTONE COLLECTIONS GROUP By: Christopher E. V[redacted], Esquire

Review: I have by *pure happenstance* received a notice of collection from this tax firm. In addition to the amount which I believe to be completely in error for 2011, I received notification of delinquent tax payments from 2011 and 2012, which they have claimed to have sent more than one notification from. I will never know of course, since they sent their notification to *THE WRONG ADDRESS*!! They have levied penalties for non-payment, which had I known of the issue *YEARS* ago I would have happily corrected the issue then. It has been 5 years now, and have only received this bill as the current homeowners happened to know me and gave me this letter, a full 8 days after it was mailed. The letter indicates a deadline of 10 days.

This is completely unprofessional business practices and I am astounded at the level of incompetence. However, having heard from several other members in my township who have had similar issues, all occurring years after the "late payment" and all of which were proven to be false with canceled checks, one cannot help but assume this is purely intentional tax fraud on the part of this "collection agency"

I am absolutely disgusted.Desired Settlement: I would like the interest and penalties accrued to be reduced due to a complete and total disregard of due diligence on the part of this tax firm in obtaining the correct address.

Business

Response:

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. Since receiving your letter I have reviewed the taxpayer’s account and prepared a detailed response to the taxpayer addressing their concerns. In their complaint, the taxpayer indicated that they received a notice from my office regarding delinquent 2011 and 2012 local earned income taxes. They raised concerns that they were not previously notified of these unpaid taxes due to an incorrect mailing address. Further, they raised concerns about the penalties assessed on their accounts. It is important to note that under Pennsylvania law every taxpayer is required to file a local earned income tax final return. This return would put the taxpayer on notice of any tax liability or refund if appropriate. Additionally, earnings information supplied by the Pennsylvania Department of Revenue, which is necessary to start delinquent collections, can take years to be forwarded to collectors such as Keystone. Moreover, the mailing address where the notices were submitted was obtained directly from the taxpayer’s 2013 and 2014 W-2’s supplied by the taxpayer. Finally, the penalties and interest assessed on their unpaid local taxes are statutorily mandated by Pennsylvania law. 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 GROUP By: Christopher E. V[redacted], Esquire

Can I sue Keystone Collections Group? Every year since I legally changed my name (and right away updated it with SS, PennDOT, etc), KCG has been sending me PER CAPITA bills under BOTH my previous name and my current legal name. PER CAPITA means ONE PER PERSON. Every year I have to call and ask them to update their information and every year they say "yeah we'll take it off" and it keeps happening again and again and last year I BEGGED them to definitively change my info. The lady on the phone instructed me to write an explanation about my name change over the bill and the fact that I have been paying my per capita -the RIGHT WAY -under my current legal name. Now I get a bill in my previous name saying that it wasn't paid last year and I owe penalties. I call, I write, I fAX, I EMAIL---- I shouldn't have to be forced to do this much work every year just because they're too lazy to update their information!!!!!!!!!!!!!!! This is causing me major anxiety because despite my best efforts IT NEVER GETS FIXED AND IT'S GETTING HARASSING. Who can I go to for help now to make this stop? PLEASE!!

Review: I have been working in [redacted] since 2011 and my company withholds 1.25% each paycheck for taxes. I live in Phoenixville PA which also has 1.25% tax rate, but I don't have to pay taxes to both locals, only one. I keep COLLECTION THREATS from Keystone saying I owe over $4000. I've faxed all my W2 forms NUMEROUS times showing that I paid 1.25% to Wilmington. I've called hundreds of times and been assured that it's been taken care of. Then a threatening letter comes. in addition, I've moved out of Phoenixville. They had the nerve to send me an estimated tax bill for this year and I don't LIVE IN PHOENIXVILLE. They're trying to double tax me AND they continue to tax me and I don't even live in their jurisdiction. HELP PLEASEDesired Settlement: I would like my account to be adjusted properly to show that I did indeed pay my taxes to Wilmington and I'm not liable for Phoenixville taxes

Business

Response:

August 5, 2016[redacted]Revdex.com of Western PA400 Holiday Drive, Suite 220Pittsburgh PA 15220RE: 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. Since receiving your letter I have reviewed the taxpayer’s account and prepared a detailed response to the taxpayer addressing their concerns.In their complaint, the taxpayer indicated that they continue to receive notices from my office regarding delinquent local earned income taxes. I would note that the delinquent notices are for tax years 2010 through 2013 when the taxpayer lived in the taxing jurisdiction. Although the taxpayer claims that they should not owe these taxes due to out-of-state work withholdings beginning in 2011, the taxpayer has failed to file local earned income tax returns to verify this information. It is important to note that under Pennsylvania law every taxpayer is required to file a local earned income tax final return. Unfortunately, Keystone is limited by the information supplied by the Pennsylvania Department of Revenue until the taxpayer provides copies of her local earned income tax returns with all supporting documentation.The taxpayer also claimed to contact our office “hundreds” of times wherein she was assured this would be taken care of. According to our records, the taxpayer has contacted our office on five different occasions since 2013 and she was notified on each occasion that we would be happy to review any applicable out-of-state credits upon receipt of supplemental income tax documentation. To date, we have not received the required documentation from the taxpayer. I have notified the taxpayer of the additional documentation required in order to further review any alleged out-of-state credits for her account.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: Amanda L. M[redacted], Esquire

Review: My company, [redacted], withheld the incorrect amount for my local taxes for the last 8 years. [redacted] prepared a letter, as requested by Keystone Collections Group, detailing the exact amount that was taken out and the amount that I was over taxed. I sent the letter to Keystone and they sent me 3 checks for 2012-2014 with smaller amounts than the company stated I was over taxed. I have patiently tried to explain that I would like an explanation from Keystone why they will not return the amount I was over taxed. They just keep requesting additional information from me. They tell me they will not refund the over taxation from 2008-2011 due to statue of limitation.Desired Settlement: I want the full $ amount sent to me or a full explanation why they have sent me smaller dollar amounts than what [redacted] stated I was over taxed.

Business

Response:

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. Unfortunately, Keystone is required to follow the Local Tax Enabling Act which clearly provides that there is a three (3) year statute of limitations for refunding an overpayment. See, 53 Pa. C.S. §8425(a). The incorrect withholdings should have been reported on your pay stubs provided by your employer. These documents would have given the taxpayer notice of a potential withholding error. Furthermore, under the Act, the taxpayer was required to file a local earned income tax final return. This return, if completed properly, would have provided the taxpayer with notice of the employer error and if filed timely would act as a request for a refund if due. Additionally, the taxpayer noted discrepancies between the refund showed by the employer and the refund received from Keystone for tax years 2012 through 2014. This discrepancy resulted from the use of incorrect wages for calculating the refund. Essentially, the taxpayer used Box 18 of his W-2s, when Box 16 should have been used. Using the correct reported wages, Keystone’s refunds are correct. Concurrently, upon receipt of this Complaint, I received correspondence from the taxpayer requesting a written explanation concerning the above-referenced issues. I have prepared a detailed letter to the taxpayer as of the date of this response outlining the specifics of how his total tax liability and refunds were determined as well as citations to the statute, which bar refund requests older than three years. Very truly yours, KEYSTONE COLLECTIONS GROUP By: Christopher E. V[redacted], Esquire Thank you for your attention to this matter.

Consumer

Response:

Review: I have been owed a tax return or refund that has not been sent to me for the 2013,2014 & 2015 Tax Years. I have recently called Keystone Collections headquarters to verify they had my correct address and spoke to a lady who researched the amount owed and claimed the check would be sent out on April 22,2016. When I did not receive this check 2 weeks later I called and spoke to Gene who said there were no records a check was sent out. He mentioned the request must have been coded wrong and he would have to speak to a supervisor. I asked him to call back and he did not. I called him on 2 more occasions. I called the next day and he said there were no supervisors available. I asked him to call me back as soon as possible. It has been another 5 days with no call back. I have wasted a lot of time on the phone with them and nothing has been able to be resolved.Desired Settlement: I would just like to receive a check for the past amounts due to me.

Business

Response:

Dear Ms. [redacted]: Thank you for your cooperation in working with the taxpayer and Keystone to address this matter. Please be advised that I have thoroughly reviewed the taxpayer’s account and all relevant documents. Based on the information provided by the taxpayer to Keystone on his relevant final returns and W-2s, the taxpayer used the incorrect local earned income tax rate for the 2012, 2013 and 2014 tax years. This error led the taxpayer to believe refunds were due, when they were not. A separate letter has been sent to the taxpayer further explaining the errors. Despite these errors, a refund was due for both the 2014 and 2015 tax years. The refund for the 2014 tax year was sent via check #[redacted] on June 10, 2015. The refund for the 2015 tax year was sent via check #[redacted] on April 14, 2016. Accordingly, the taxpayers concerns have been addressed and my office considers this issue resolved. Thank you for your attention to this matter. Very Truly yours, KEYSTONE COLLECTIONS GROUP By: Christopher E. V[redacted], Esquire

Review: My boss does not remove the school or city taxes from my paycheck like the law states. I did not know this.

I got a FINAL NOTICE in the mail. I tried to pay the tax bill online but since they did not include an invoice number I can not pay the tax. Seems kind of odd to me that they would not include the invoice number.Desired Settlement: Just give me a invoice number to pay online. I can not get a ride to their [redacted] office.

Business

Response:

Dear Ms. [redacted]: Thank you for your letter regarding the above-referenced complaint ID number. In their complaint the taxpayer stated that that they tried to pay their delinquent local earned income taxes online but did not have an “invoice number”. Please know that after receiving the taxpayer’s complaint I personally reviewed their account and provided the taxpayer with directions on how to satisfy a delinquent audit account. Please know that accounts subject to Keystone’s audit process are not paid via invoices through one of Keystone’s online programs because in certain circumstances taxpayers can provide documentation reducing their tax liability. Rather, taxpayers may remit payment by cash, check, money order, or make a payment over the phone using a credit card. My office has sent a letter to the taxpayer on how to properly remit payment to satisfy his account. Accordingly, my office considers this matter resolved. Thank you for your attention to this matter. Very truly yours, KEYSTONE COLLECTIONS GROUP By: Christopher *. V[redacted], Esquire

I am due a refund from Keystone Collections for tax year 2015. I filed my tax return in late March / early April 2016. As of July 28 I still have not received the refund. I called to make an inquiry today and was told that it had not been reviewed or processed, with no explanation to the delay. I was told by the customer service representative that while my paperwork seems to be in order, it may still take weeks to resolve.
Every other state or federal authority processing tax returns and processing refunds are on a specific schedule. Every year, Keystone takes 6-9 months to process the refunds and only seems to take action after several inquiries to their customer service desk. This is not acceptable.

Review: Hi there,

This is the second year that I have received a bill for $225.58 in taxes for Phoenixville, PA. I have not lived in Pennsylvania for over two years. I was told last year that the information in my file had been updated, in fact I can still read my previous complaint on this site.

Thank you very much,

[redacted]Desired Settlement: Please correct this mistake and delete me from your tax collection data base and give me written notice when this issue has been resolved, thank you.

Business

Response:

Dear Ms. [redacted]: Thank you for your letter regarding the above-referenced complaint ID number. In their complaint the taxpayer stated that they received a delinquent tax notice for Phoenixville, Pennsylvania taxes when they have not lived in Pennsylvania for over two (2) years. Please know that after receiving the taxpayer’s complaint I personally reviewed their account. Know that the taxpayer received the delinquent notice for taxes local earned income taxes owed to Phoenixville Borough and the Phoenixville Area School District for the 2013 tax year. The taxpayer reported taxable income to the Pennsylvania Department of Revenue for the 2013 tax year. Accordingly, the taxpayer was in Pennsylvania in 2013. As such, they are responsible for satisfying any local earned income tax obligation. In the event the taxpayer already paid the local earned income tax liability, my office has requested documentation evidencing proof of payment or local earned income tax withholding. Once proof is provided my office will adjust the account accordingly. I appreciate the opportunity provided by the Revdex.com to resolve the concerns of taxpayers and improve our processes. Thank you for your attention to this matter. Very truly yours, KEYSTONE COLLECTIONS GROUP By: Christopher *. V[redacted], Esquire

Review: Keystone Group is claiming I owe them from a prior year but does not give prior year date or original invoice. I paid a prior years invoice online in the amount of $244 which was specified as what I owed when logged in under the invoice number provided. I just received the invoice stating I owe this year and a previous year which was not present back in January. The amount is $323 from prior year plus this years. I am not sure what they are trying to pull but I can tell you it is not legitimate. The company is terrible and they do not provide you with the proper info/invoicing for years owed. Until this is resolved I will not be paying either year.Desired Settlement: Adjust the bill and provide info to which years they have on file that are delinquent, which in this case are none.

Business

Response:

Dear Ms. [redacted]: Thank you for contacting my office regarding Complaint ID# [redacted]. In their complaint, the taxpayer stated that the received a delinquent tax notice for the 2014 and 2015 [redacted] School District per capita and occupation taxes. The taxpayer alleges that they paid "a prior year's" invoice online in the amount of $244.00. After reviewing the taxpayer's account, my office sent notice to the taxpayer that the previous payment failed due to insufficient funds. As a result of the failure, my office attempted to reach the taxpayer via telephone on four (4) separate occasions. These attempts were unsuccessful as the taxpayer's voice mail box was full. Accordingly, the delinquent balance provided to the taxpayer was accurate. My office's letter to the taxpayer requests that payment be made to satisfy the 2014 and 2015 delinquent account. I appreciate the opportunity provided by the Revdex.com to address the taxpayer's concerns. Thank you for your attention to this matter. Very truly yours, Keystone Collections Group By: Christopher E. V[redacted], Esquire

Review: I filed for my local services tax refund in February 2015. I submitted all of the appropriate paperwork and filled out all required forms. After waiting several months for my refund check, and called the Keystone Collections Group office to inquire about the status of my refund. I was told that my return was missing my W-2 (which I had submitted with the initial return). This was disturbing to me because I had not received any notice of an incomplete return. So I immediately faxed in my W-2. I called the next day to check if they received it, and was told that they would need a week in order to verify receipt of my W-2. So I called back a week later to be told that they had not received my W-2. So I faxed it again, and mailed it in as a back up. I called back in a week, and they were able to confirm the receipt of the W-2. Then, over the next several months, I would call in to check the status of my return only to be told that there was no update. I asked to speak to a supervisor and was told repeatedly that one would call me back. This never happened. Now, when I call, they tell me that my check is ready, but it has not gone out. This has been happening week after week... my check does not go out. But no one will tell me why, and no supervisor will ever return my call.

I am appalled by the business processes of Keystone Collections Group, and I am horrified that they are withholding money from individuals and families who surely are in desperate need of the funds. I have seen many complaints online about this organization's refusal to issue tax refunds. I believe an investigation is in order.Desired Settlement: I would like to receive my refund check immediately.

I would like this business to be investigated by the proper authorities. Perhaps State Representatives [redacted] and [redacted] would be interested in these unfortunate business practices.

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 contacted Keystone regarding her 2014 local earned income tax return and payment. The taxpayer submitted her annual return by mail in March 2015. At that time, my office did not receive an accompanying W-2 along with the taxpayer’s local earned income tax return. Consequently, Keystone was unable to automatically process her return and refund.In July 2015, Keystone received the taxpayer’s W-2, after she made several refund inquiries. After reviewing and processing her return a refund was issued to the taxpayer on August 26, 2015. 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.Thank you for your attention to this matter.Very truly yours,KEYSTONE COLLECTIONS GROUPCody J. H[redacted], Esquire[redacted]

Review: We filed our taxes for the 2012 tax year with Keystone Collections In March 2013. We never heard anything from them (we were owed a refund) so on November 19, 2013 I emailed them asking about the status. Within 2 hours my husband received a phone call from [redacted] stating they had our return but we had moved in October 2012 and they need amended returns for the 2 localities. I did both amended returns that night and emailed them to Larae. On November 20, 2013 we followed up and [redacted] sent us an email stating "everything looks good and your refund will be processed".On December 31, 2013 I emailed again asking what the status was as we STILL had not heard anything else. My husband received another call from [redacted] stating they needed a copy of our State return to finish processing our return. I emailed the state return to her on January 7, 2014. My husband received a voice mail on January 8, 2014 from someone else in the office asking for the state return. Again on January 9, 2014 they called and he told them we had emailed it to [redacted] days before.So AGAIN we heard nothing further so on Feburary 4, 2014 I emailed [redacted] again asking what the status is and as of today (2/15/14) there has not been one word. When this company needs something they will hound you to death but when you are waiting for a refund, it is dead quiet. They don't return phone calls nor do they return emails, there is just nothing. And I don't understand why they don't notify a taxpayer they need additional information, I guess they think they will just keep the money if no one asks.Desired Settlement: We only want our refund issued to us in a timely manner. It is tax time again and time to file with Keystone AGAIN and we don't even have last years return settled. I do not being in this position, I like things completed. Our refund is $395.00 and we would like it issued immediately.

Business

Response:

Review: I e-filed my 2011 tax return with this company on 4/14/13 with a refund due me of $696. I have not yet received this refund and have been in contact with the company numerous times about this. They claim they can not fined my return, or tell me that another company must handle this since Keystone became responsible for local taxes in 2012. The other company states that it is beyond their time limit of fiscal responsibility and Keystone must handle my refund. Keystone representative has said they found my return and will process it and then I am told I have not filed my 2011 return with them.

I was also informed that if it is not resolved by April of this year (2015) I will forfeit my refund! Keystone seems to be UNABLE or UNWILLING to resolve this issue.

I WANT my MONEY!Desired Settlement: My speedy receipt of my owed refund with interest of 6% ( a reasonable loan interest rate) and a letter of apology with an explanation of why their company seems incapable of settling prior year's returns.

Consumer

Response:

People:

Review: I have been trying to receive a tax refund for my 2012 and 2011 local taxes since Spring. I've had numerous contacts with customer service reps. First contact (May) about 8 wks after [redacted] sent my return I was told they didn't receive my return. I completed a new return and mailed it in. Sadly I once again waited about 6-8 weeks before contacting them again to inquire about my return. Amazingly! they still had no record of it!!! I resent again and got an acknowledgement email from [redacted] on 8/9 that they had received my information and placed it in expediting and I should have my return in a couple of weeks. I didn't. I called again... and again they apologized and said they would expedite.... no refund. After that... I started documenting all my calls. 10/1 10:30 am spoke to [redacted]. Was assured they had all my info and they would expedite and I should have check in THREE weeks. On 10/4 I got a message that they didn't have one of my W-2s... I spoke to Amanda on 10/8 and emailed her new copies of the previously submitted W2's. Today I called to advise that I still hadn't received my refund.. spoke to [redacted], 10/23 at 1:30 pm, and you guessed it... once again I get the same old song and dance that they have all my info and they have to process in the order they received and I should have my refund soon. I've been more than patient and apparently I've been too polite on the phone. I'm promised that I will have my check by next Friday 11/1 but I think you might understand my skepticism. I'm not one to be a squeaky wheel, post negative reviews or jump to reporting a business but I feel I've reached my threshold and I could use some assistance in getting my refund. Its NOVEMBER.... how many returns can they possibly be processing? Either they don't know how to process a refund or they are trying to wear me out with delays to avoid refunding my overpayment. I'd really appreciate your assistance.Desired Settlement: Process (expedite) my 2011 return for $750 refund and my 2012 return for $1000 refund. I had estimated my local taxes and sent in quarterly payments of $250 each quarter not realizing that my employer had begun deducting my local taxes... thus duplicating and over paying. I even sent them copies of my 7 checks that they received and cashed.

Business

Response:

Thank you for your letter dated November 14, 2013 regarding the above-referenced