All my Nationwide Acc's blocked

Sewandsew2023

Help please, sorry it's a long read...

I'm now desperate for any help. 

Last week on 18th Sept I received a credit of <£200 to one of my Nationwide Current Acc. I did not know the sender or expect the payment. I planned to investigate who it might be from the next day as I was busy at work. The next morning though, I had an email and text from Nationwide saying all my accounts were locked and my online banking inaccessible due to a suspicious credit to my account. It would be investigated and i was to send evidence for the payment immediately to the fraud email provided and await the 20th Oct for the soonest answer!!!!

I immediately called Nationwide and they said yes it's not a scam, this is happening and I was to do as requested. So I sent an email explaining I did not expect the money nor know the sender, so can the money be returned to them, as I imagine it was sent in error to me. 
No reply. 
I rang them the next day to ask on progress. They said it'll take as long as it takes. 

Bare in mind I have two current accounts, one credit card and one cash ISA... all with Nationwide. All blocked from me accessing them. I have no other accounts with money in elsewhere. 

On another call Nationwide said I can withdraw cash in branch by providing a payslip or benefits form. I have neither, as I am self employed. They said, ah that's tricky then. Nothing they can do. Just wait. 

I waited.
I rang. Told the same, to wait a week before calling again. 

I waited over the weekend.

Come Monday I received a phone call from a lady who says she paid me using bank transfer 5 years ago when they bought a textile poppy brooch off me for charity fundraising, and they were recently hacked and my account credited from hers using my old details on record. She knew a payment was sent to me. So wanted to give me the Action Fraud case number that is dealing with the situation, and suggested I send this to my bank and then maybe my account blocking would be lifted. She would also tell her bank the update that she had spoken to me.
I immediately rang Nationwide and explained. They said they need it in an email and it will hopefully move things along. So i emailed them. 

No reply. 

I waited a couple more days. Still locked out. My electric bill for work was due so I had to ask my retired parents to pay it for me until i have access to my money.

I rang Nationwide yesterday saying I have no money, no cash, nothing and this week has been too long. I can't cope. And now my regular visa payments are bouncing and my rent is due tomorrow. I asked please how can they help me? The call handler said I should go in branch and the staff there can phone the fraud team, lift the blocking whilst I pay my rent, then replace the blocking. It's all they can do but at least help me pay my rent. 
I went in branch. 
The guy really tried to help. I was teary and explained. He took me to a quiet room and phoned the fraud team himself. Explained I have no access to any money. I have three kids to feed. I have a business to run that I've had for 12 years and never been in arrears. The guy on the phone said he would need evidence from all my third party credits to my account before anything can be released. We asked, what evidence is needed and for what period of time as I've had the account since 2013.
He explained I need to get bank statements from each third party that paid me (no time limit) and have the evidence sent to the fraud evidence team. I explained I have recently sold books and teddy's etc on Facebook marketplace and eBay for £3, £5, £20... etc and I need to get bank statements from these people??
He went quiet then said yes if I want access to the funds then I need to provide this evidence. I said I rarely have more than £200 in the account and only a few payments in a month, why are you doing this to me?!... he said he could hear I was stressed so would start a complaint for me. I would hear back in 3 working days from the complaints team. And maybe this would speed up the investigation.
But that'll be the middle of next week before they even call me. 
I have no money for the weekend. To run a household, to feed a family.
My parents paid one work bill for me, my husband is in his overdraft paying my work rent for me as the caller refused to release any funds to pay my rent afterall!!!

I'm in debt to people. I've never been in debt. I pride myself on not using overdrafts, on paying bills in advance etc. And my money is sat there to pay these bills. But because someone else was hacked and my account credited to <£200 from them, then I'm being punished. Furthermore because I'm self employed I cannot withdraw any cash (payslip or benefits).
My financial reputation is being damaged. My business damaged. My mental health is poor due to this. I just can't see how someone like the respected bank can take ALL my access to my hard earned cash off me and leave me suck. I've only been loyal to Nationwide, having all my accounts with them and now I'm punished for it.
The guy on the phone said the investigation might take 4 to 6 weeks but he will try to expedite it. Then asked if there is anything else he can help me with today!?!?!
I was left speechless. 

I can't cope. 
How can I get help?

eskbanker

Unfortunately it's unlikely that there's anything you can do to expedite the unblocking of the account, but can you perhaps open an account with another bank and arrange to have your self-employed earnings/income money paid into that?

It'll be prudent to establish one or more accounts elsewhere anyway, as having all your eggs in one basket like this does unfortunately expose you to this risk, and even when it's all resolved, Nationwide may object to the use of a personal account for business purposes, so may decide they no longer want you as a customer anyway.

Zanderman

As eskbanker says it would be best to assume you won't regain access for a while yet, so best to open an account elsewhere (possibly more than one bank) asap and start using that.

It may, if Nwide close your accounts, be the only way forward anyway so the sooner you start on that the better.

Your use of your (presumably personal) account for business purposes for years may not be helping - especially now you've explained that to Nwide. 

Maybe try Starling for a personal account and then open a business account with them (I think they require you to have a personal account with them first).

400ixl

Sorry to hear this. As you are self employed, are you also running your business from your personal account, or do you have a separate business account you can access?

As others have said, open another account as a priority, you should have accounts with more than one institution ideally anyway. Starling, Monzo, Chase could be good options.

Not much can be done for the current situation other than getting some funding into that new account from other means and being able to pay bills from there until you get access back and can pay back your kind supporters.

Always then advisable to have at least a months worth of outgoings with a separate provider in case something like this happens again.

Remember this is only temporary, they will not take your money, your account will either get unlocked or they will pay you your money out and close your accounts. Try not to stress too much and try to work your way through it limiting as much damage as you can.