Consumer complaint received 2019-10-11
Company: Glacier Bancorp Inc.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2019, I made a moving reservation with XXXX XXXX XXXX XXXX XXXX. I was told in a recorded call that if I cancelled my move, I would not receive a refund, and I agreed. I signed an estimate that listed all of my items and gave a price by weight to move my things that I was told was binding-it would be honored as long as I didnt change my inventory. As my things were in a storage unit already, I knew my inventory would not change. I emailed and clarified again that I would be charged by weight, not by cubic feet, and was assured by XXXX XXXX XXXX XXXX that they would find a mover who would move my stuff for me with pick-up on either XX/XX/XXXX, XXXX, or XXXX, and all charges would be based solely on weight, not cubic feet. // On the day of the move ( XX/XX/XXXX ), the mover provided by the broker arrived at my storage unit and said he would not honor the binding estimate because he wouldn't charge by weight, only cubic feet. He offered to write a new estimate, but the new estimate would require that I pay an additional $ 300-500 immediately, and additional costs would be due upon delivery. I called XXXX XXXX XXXX XXXX, and they said the mover needed to charge by weight, but when I called XXXX XXXX XXXX XXXX, they would not help me resolve the issue of the mover claiming he would not honor the estimate or charge by weight. XXXX XXXX XXXX XXXX told me I had 30 minutes to allow the mover to move my things or the driver would leave. The mover also spoke with them and told them that he needed a new estimate and additional funds, despite the original binding estimate being accurate and written to charge by weight. They refused to do anything to resolve the situation, refused to provide another mover who would honor the estimate and charge by weight, and refused to help me in any further way, including not answering any further calls. // The mover suggested I call my bank and ask about recovering the funds I had paid because he could not do the job as written ( in other words, he was refusing to provide the service ), and this was a frequent occurrence when he was sent on jobs for this moving broker ( meaning that the broker knew this was a problem with this moving company, and did not find or provide a mover who was able to do the movewhich was the exact service I had paid them to provide and the entire basis of the contract I had with them ). The mover told me that if Id used a credit card, I should have no issue getting my funds back, but since it was a debit card transaction, it would depend on my bank. I called First Bank in XXXX XXXX, and spoke with XXXX XXXX. I explained the situation, and the mover explained on speaker phone to both of us that he couldnt honor an estimate based on weight, and was refusing/unable to provide the services the estimate and deposit were for. XXXX told me that if services were not provided, I would not have to pay the charge and I should file a dispute that would recover the funds I had spent. // I tried repeatedly to contact XXXX XXXX XXXX XXXX, and they would not answer my calls or return my messages. So I sent XXXX all of the documentation she requested ( per her request I sent them electronically through email ) : a link to the binding estimate I had signed ( I was unable to do more than screenshots as my computer was packed for the move and I was on my phone, and XXXX didnt want screenshots ), a written statement about what had happened, and the emails between myself and the company agreeing the move would be charged by weight. // More than a week later, I received a letter from First Bank saying a provisional credit had been placed in my account, and I would be notified upon final resolution before a date in XXXX. On XX/XX/XXXX, I received a letter from Glacier Family of Banks stating that the bank had competed their investigation, and the bank did not find an error had occurred. The letter told me that the credit would be reversed from my account in 2 days, on XX/XX/XXXX. // I immediately called XXXX XXXX XXXX the dispute specialist who signed the letter, and was told that she did not find fraud had occurred because I had cancelled my move. I explained that I did not cancel, the mover had refused the job and left. The broker had refused to work with me or return my calls, and I had been unable to get the service that had been guaranteed to me ( the service I paid for was that the broker would provide a mover who would honor the estimate as written and move my things before XX/XX/XXXX as long as my inventory hadnt changed ). XXXX said that regardless of what happened, the bank 's decision was final. When I asked why the dispute had been filed as a cancellation when the issue was that services werent provided, XXXX just repeated that because the cancellation policy was posted on the brokers website, the claim had been denied. After speaking to someone with knowledge of the dispute process, I called XXXX back and again asked why when this wasnt filed as a services not provided dispute, and XXXX told me she didnt know. She then claimed that the entire decision was solely XXXX XXXX and she couldn't do anything but pass along their ruling, and she was bound by the bank policy for reversal of credit. // Ultimately I was told in three separate phone calls with two different employees ( XXXX XXXX with Glacier Bank and XXXX XXXX with First Bank ) that pre-arbitration was not an option, and I had absolutely no way of appealing the decision made by XXXX XXXX despite the decision being based on the erroneous dispute claim about cancellation. Additionally, the letter I received from Glacier Family of Banks states, You have the right to request documentation concerning the information the Glacier Family of Banks relied upon in making our determination. In all three phone conversations, I asked XXXX and XXXX to send me all the documentation for my case so I could understand why pre-arbitration wasnt an option, and why this had been filed as a cancellation rather than services not provided. I asked repeatedly for the communications from XXXX XXXXnd was told me there were absolutely no written communications in any form, and my file only contained the denial letter and a 2-page fax from XXXX XXXX XXXX XXXX claiming to have ( but not providing any documentation of ) proof that I had cancelled my move prior to them attempting to send a mover, and there was nothing further she could send me. // According to XXXX  manual called XXXX XXXX XXXX XXXX XXXX, Glacier Bank would have been able to make a pre-arbitration attempt if they could provide new documentation or informationwhich would have included clarifying the dispute as services not provided rather than cancellation. The dispute stage process also says that the issuer-my bank-has to certify that they contacted me to review the Compelling Evidence and can provide an explanation of why the cardholder ( me ) continued to dispute the transaction. I was never, ever contacted to review the Compelling Evidence ; Ive still never seen the compelling evidence, and despite this provision, Glacier Bank is refusing to follow XXXX XXXX XXXX  and proceed to pre-arbitration. The table goes on to say that, if the Acquirer has not met the requirements specified in the XXXX XXXX ( which their compelling evidence absolutely did not ), then the issuer should file for arbitration. Again, Glacier Bank refused to do this, and denied me the right to fully dispute the transactions and recover my funds. // I believe First Bank misfiled my initial dispute as a cancellation dispute rather than a services not provided dispute, did not follow the procedure required by XXXX after that, and rather than correcting their error and informing me of the process in a timely manner, they delayed until the deadlines for pre-arbitration had passed. I believe that First Bank only realized they had completely messed up the filing and did not follow the process for pre-arbitration when I contacted them, and rather than own their mistake and make it right, they instead cut off all communication, have not sent me any of the paperwork or documentation related to this dispute, and will not answer my phone calls or return my phone messages, voicemails, or online attempts at communication. // ( Update to add : since this issue has continued, XXXX XXXX XXXX XXXX have sent a claim to the XXXX  stating that the funds were returned to me through the dispute, and have not been returned to them with the settling of the claim, despite the full amount having been debited from my account a month ago. XXXX XXXX also stated in their XXXX response that I did NOT cancel, and they did not provide the services, which makes the evidence they submitted to XXXX  an outright lie, and further supports my case for continuing or reopening the dispute, since the facts are agreed on both sides : the services were not provided, and I did NOT cancel as Glacier Bank claims. XXXX XXXX also argued that I had signed a binding contract, however, XXXX XXXX states in their XXXX Response that I did NOT sign a contract, only an estimate, and so the bank 's claim that there was a contractual issue preventing them from disputing my claim is also completely false and has deprived me of almost {$XXXX} from a valid dispute for a month ).

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation