Why has my account been sent to a collection agency?

The Westerville Public Library currently uses a collection agency, Unique Management Services, to collect outstanding overdue items on the library's behalf. Customer accounts are sent to the collection agency in the following circumstances:

• Material is 55 days overdue
• Cost of replacing the overdue material plus any outstanding fines for the material totals $25.00 or more

Customers are notified by the library regarding overdue items via telephone or email when the items are 2, 10, 20 and 30 days overdue. On the 40th day overdue, a bill for the cost of each item and a $5 processing fee per item is mailed to the address listed in the customer's library account. At 55 days overdue, the customer account is sent to Unique Management, and an additional non-refundable fee of $10 is added to the customer account to pay for the services of the collection agency.

Unique Management contacts customers with delinquent accounts until the account balances are at zero. Once an account balance has been resolved, the library will communicate the account status change to the collection agency within 24 hours.

Unique Management follows this schedule when corresponding with customers:

• 55 days overdue -- Letter 1 is mailed
• 76 days overdue -- Initial Phone Call
• 90-104 days overdue -- Letter 2  is mailed
• 120 days overdue -- Second Phone Call
• 134-146 days overdue -- Letter 3 is mailed
• 175 days overdue -- Letter 4 is mailed
• 196-209 days overdue -- Final Phone Call

The Westerville Public Library offers its customers several ways to manage accounts so that materials do not become overdue and turned over to Unique Management:

• Customers may renew library materials in person unless the item is on hold for someone else.
• Customers can call the Automated Renewal and Self Service phone line 24x7 at 614-882-7277 ext.1.
• Customers can access their online account to renew items 24x7.
• Customers can return materials to the return drops outside the library 24x7. (There is a drive-up return slot on the north side of the library and there are return boxes in the under-building parking area.)

Bankruptcy Policy

Customers who have filed bankruptcy may provide documentation to Unique Management Services or directly to the library. Customers with a discharged bankruptcy case will have late fines and fees waived. Non-returned items must still be returned, or replacement costs must be paid. The library will be more than glad to make arrangements with you for a payment schedule if needed. 

Contact Us

Questions? Contact the library's Customer Services department by email or phone at 614-882-7277 ext. 2.

Please send all related mailings to the attention of the Customer Services Department at 126 South State St., Westerville, OH 43081.