Date: 202201
Local time of day: 0001-0600
Location: ZZZ.Airport, US
Aircraft: B757 Undifferentiated or Other Model
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Other Push-back
Reporter organization: Air Carrier
Reporter function: Captain; Pilot Flying
Reporter qualification: Flight Crew Multiengine; Flight Crew Air Transport Pilot (ATP); Flight Crew Instrument
Human factors: Time Pressure; Other / Unknown; Distraction; Confusion; Communication Breakdown
Anomaly: Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Hazardous Material Violation; Deviation / Discrepancy - Procedural Published Material / Policy; Deviation / Discrepancy - Procedural Weight And Balance
Detector: Person Flight Crew
When detected: Aircraft In Service At Gate
Result: Flight Crew Overcame Equipment Problem; General Work Refused
Contributing factors: Human Factors
Primary problem: Human Factors

Narrative: 'NO DANGEROUS GOODS PLANNED' [company message] information sent XA:35:38 Just prior to push back (XB:23); received an ACARS msg from [Operations] xx to 'HOLD PUSH PLEASE' without explanation. We relayed hold to ground crew and queried for reason to both LP [Load Planning]; via ACARS; and attempted to contact Operations via VHF but no answer. Ground Crew; from ramp; advised us of having to move bags due to HAZMAT onboard (XB:30). Flight deck did not receive any Hazmat notification paperwork. A phone call to Operations was made by crew and Hazmat was confirmed to be on board; bags were being re-positioned around the Hazmat [cargo]; and paperwork was being sorted out. (XB:49) Flight deck received msgfrom Load Planning that the issue was resolved however; flight deck had still not received any paperwork for the Hazmat.Flight deck questioned Operations about the missing paperwork and was told there was no HAZMAT on board. Questioned Operations again about having to move bags to create barrier for Hazmat. Told the quantity of Hazmat was minimal and doesn't need reported. When asked what it was; Operations didn't know; was making call to cargo. On holdAt XC:08; Dispatch was brought into the loop in hopes to improve communications and information. Dispatch was also put 'on hold' and couldn't get the required information.At XC:24; and after several calls to cargo; it was decided to simply remove the freight until paperwork or information about the contents could be verified. Passengers egress was offered but declined. Shortly thereafter; about XC:30; passengers were now requesting egress. The jetway was attached and they were accommodated. On a side note; we also attempted a call to the Company Hazmat department. The call went unanswered; 'on hold' for over 15 minutes; at which time; the person on the other line informed us that there was no HAZMAT for our flight and unless ZZZ enters it into the system they would have no info. Seems like a big hole in the required reporting or response to any Hazmat issue. They also relayed that the Company Hazmat department was unable to answer our call in a timely manner due to manpower issues. The freight was removed which confirmed that there was indeed NO DANGEROUS GOODS PLANNED . Block out XD:02.




Synopsis: Air carrier Captain reported a communications breakdown between flight crew and Dispatch regarding if and what Hazmat cargo was loaded in cargo. After a long delay of conflicting information flight crew refused Hazmat cargo and departed safely.