An HSBC Bermuda customer has accused the bank of poor service after a routine funds transfer turned a into a financial nightmare and left him out-of-pocket more than $1,000.Robert Giglio, who works for the Bermuda Weather Service, said he transferred $800 to a US bank three weeks ago.The money never made it there.It's no longer in his HSBC Bermuda account either.He sent another $200 to cover one of the bills the $800 was for.That never made it either.Mr Giglio said he's been trying to find his money ever since, with little help from HSBC Bermuda despite numerous calls to the call centre and visits to branches.And to make matters worse, he has been stung by nearly $100 in overdraft and late payment fees because the funds never arrived in his US account to auto-pay bills.He accused bank staff and call centre reps of repeatedly being unhelpful, giving him conflicting stories and failing to take his missing funds seriously.He said to date just one HSBC Bermuda employee, a front desk employee, had sincerely tried to help.“They claim the money is supposed to arrive back at the HSBC branch in New York but this was several days ago and apparently they can't get hold of the New York branch to transfer the funds back here, which I find hard to believe,” Mr Giglio said yesterday.He said he had been making transfers from his HSBC Bermuda account to the US bank in North Dakota each month for the past ten months, with no problem or delays.“For whatever reason when I made the transfer this month, HSBC inexplicably sent the funds to another bank account, or at least I was initially told,” he said.“This prompted HSBC to launch an apparent investigation. I was told by a member of their call centre that the investigation would take an unknown amount of time to complete while another member told me it would only take a day or two.“After several days and no answer I received help from a woman who works at the front desk of the Harbourview branch.“As it turns out, the bank never got the investigation underway. This woman has done a terrific job in assisting me and looking into this issue. Unfortunately, she is the only employee of HSBC who has shown any concern or care about this matter.“After several more days, I was told the funds are ‘in limbo' only to be told again that the funds did get sent to a bank in New Jersey under the same name.“I was most recently told the funds would wind up at an HSBC account in New York, then be sent back to my account here but that was several days ago and no further progress has been made. After many phone calls and in-branch visits, last Friday passed and HSBC reps were too ‘busy' to process my request.“I have been treated to rude customer service from the call centre and in the branch and no sense of urgency has been shown in getting this matter resolved. It is now 18 days since the transfer was made with no resolution as of yet.”Mr Giglio added the matter is causing him financial distress.“I see it only fair that the bank refund me from the $65 (in late and other fees) I have to pay due to this mistake,” he said. “If the funds are finally returned to my HSBC account, I also feel I should not be charged again for a transfer and exchange rate fee.“While $1000 may seem an insignificant amount to some, those who depend on such funds to help pay bills, need their bank to work to resolve an issue as quickly as possible. HSBC has failed miserably in this matter.”He said he has opened an account now with the Bank of Butterfield.When asked for comment on Mr Giglio's complaint, an HSBC Bank spokesperson said: “HSBC takes the issue of customer confidentiality very seriously and as such is not able to discuss any matters in respect of customers.”