ComplaintsforSeattle Public Library - Central Library

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Account Closure Request for accounts in my name I have contacted the branch several time regarding a request for a new card. When I gain access, someone is always kicked off or vise versa. I know people are logging in on my name, because I had way too many replacements almost, 30 to be ***********'s redunt, therefore I would like to have no access or cards given in , my name. ***************************.

  Business response

  04/03/2024

  
  From: *******************
  Sent: Tuesday, April 2, 2024 4:05 PM
  To: ***************************************** <***************************************>
  Subject: RE: A Message from BBB
  
  Dear *******, 
  
  Our ******** Services Operations Manager has communicated directly with the patron. At the patrons direction, their account with The ******************** has been closed, and a note has been placed not to issue any new cards.
  
  Please let me know if you have any further questions or needs.
  
  Best wishes,
  ***
  
  *******************
  Executive Assistant
  to the Executive Director/Chief Librarian
  Chief Librarians Office
  ************
  The Seattle Public Library
  Central Library | 1000 Fourth Ave.
  Seattle, ** ***** | www.spl.org
  
  
  From: *******************
  Sent: Tuesday, April 2, 2024 12:39 PM
  To: ***************************************** <***************************************>
  Subject: FW: A Message from BBB
  
  Dear *******,
  
  I apologize for inaction regarding emails I received on 3/1 and 3/11 which I thought looked like phishing attempts, so I deleted them without clicking links.  The Library is looking into the patrons concern about their Library card account. I will send you a written reply when this is completed.
  
  Best wishes,
  ***
  
  *******************
  Executive Assistant
  to the Executive Director/Chief Librarian
  Chief Librarians Office
  ************
  The Seattle Public Library
  Central Library | 1000 Fourth Ave.
  Seattle, ** ***** | www.spl.org
  
  
  From: BBB Info <**********************************>
  Sent: Tuesday, April 2, 2024 11:38 AM
  To: ******************* <******************************;
  Subject: A Message from BBB
  
  You don't often get email from *********************************** Learn why this is important
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  [Print this LETTER now]
  
  Serving:
  ******, Central ********, ******, *****, *******, ******, **********, and Western *******
  PO Box 191279
  *****, ** *****
  
  3/1/2024
  
  *******************
  Seattle Public Library - Central Library 
  ************
  Seattle ** *****
  
  Dear *******************:
   
  Better Business Bureau received a complaint about your business.  The complaint was submitted on 1/28/2024 and was assigned an ID of ********.   This may be your first, or it may have been some time since your last, but we wanted to take this opportunity to share with you how our process works and the service we provide.
  
  BBB understands there are many sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your customer and to rebuild the trust that first brought you together in this transaction. BBB seeks to help businesses and consumers resolve their disputes, whether or not they are accredited with BBB. 
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 10 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the Respond to this Complaint link located on the left. All responses will be copied to the complainant.
  
  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. The more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
  
  Please understand the complaint content and your response will be publicly posted on BBBs website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response?
  If you do not respond promptly to this complaint, it may be closed as unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers.
  
  What can I expect to happen next?
  Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith,and did it do everything it could have reasonably been expected or responsible to do to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution.
  
  Sincerely,
  
  ****************
  Resolutions Specialist
  
  
  ***************************************
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  ***************************
    *****, **  98607
  Daytime Phone: **************
  E-mail: *********************************************
  
  
  The details of this matter are as follows:
  Complaint ********************** Services Issues
  
  Customers Statement of the Problem:
  Account Closure Request for accounts in my name I have contacted the branch several time regarding a request for a new card. When I gain access, someone is always kicked off or vise versa. I know people are logging in on my name,because I had way too many replacements almost, 30 to be exact. It's redunt,therefore I would like to have no access or cards given in , my name. ***************************.
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  No further contact by the business; Modification/discontinuance of an advertised claim
   
  
  This mailing was sent to ***************************.
  
  This message is being sent to you by Better Business Bureau Serving Great West + Pacific.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩