Family bank account frozen as girl leaves hospital

On Tuesday, Bethany rang a ceremonial bell in the hospital to signify she has finished her treatment

A family has told how their bank account was frozen two days after their daughter finished treatment for ovarian cancer because of the family's fund-raising efforts.

Bethany, 13, was treated at Addenbrooke's Hospital in Cambridge after she was diagnosed with small cell carcinoma hypercalcemic cancer.

On Tuesday, she rang a ceremonial bell in the hospital to signify she has finished her treatment.

But on Thursday, the family found out their bank account was frozen. Nationwide has apologised and said the "incorrectly applied" block has now been removed.

Bethany had small cell carcinoma hypercalcemic cancer which resulted in both of her ovaries being removed

Nationwide launched an internal investigation into the Peterborough family's account after they started fundraising.

Bethany's family said they were worried about how they would pay their household bills on Monday.

Bethany has had four operations and six rounds of chemotherapy, and both of her ovaries had to be removed.

Her mum Tina said Tuesday's news about Bethany being in remission "was amazing".

"We are still trying to get into a routine, and this is supposed to be out happy time...but then this happened," she said.

On Thursday Tina was alerted that her account was frozen and subject to an internal investigation.

Tina said the cause of the issue was donations from fundraising.

After telling the bank she needed the account to pay her household bills the coming Monday, she said she was told to "make alternative arrangements".

'Fell below usual high standards'

Tina said: "Not everybody has access to GoFundMe, especially the older generation, so they prefer to pay donation money directly into the bank.

"I was at a loss for what to do, [when it was frozen] I couldn't get anything from the shop, pay my bills, or find out when or if I would be able to get back into my account.

"The first time it happened, about three months ago, we explained we fundraised and the account was unblocked...but it has happened again...it is frustrating."

A Nationwide spokesperson said it took the protection of customers' money seriously and occasionally blocked accounts if they spotted unusual transactions.

"Having spoken with the customer, she made us aware she was receiving donations to raise money for the local hospital and the block was removed.

"Unfortunately, a further block was incorrectly applied, which we have corrected," they said.

"We apologise to our customer and will be contacting her to offer compensation as the service she received fell below our usual high standards.”