A Dunfermline family have described their “absolute nightmare” after British Gas cut off their supply by mistake.

Kelly Hynd and her family received a notification saying that they had been moved to a new system, and all of their problems began from there.

She told the Press that the whole ordeal has been an “absolute nightmare", and ended with an apology from British Gas.

Kelly said: “So basically, I got an email to say we have moved your electricity over to a new system, please uninstall your app and download a new app.

“I started it and it came up, top up the gas, so I went to go top up the gas and it says we are moving you over to a new system, please call for further details.”

At this stage there were issues with topping up the meter and she was unable to do so with a prepayment card. This resulted in her home’s gas being cut off on October 30.

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Whenever the family tried to put money on the meter, they were reassured that it would be there “within an hour” but Kelly added: “This was the same every time.

“It was like I was left hanging.

“Even the day we got disconnected they weren’t interested at all.”

With three young children in the house aged ten, seven, and four, the family managed to get an engineer from British Gas sent out to look at the meter.

The engineer restored the supply on the same evening and also changed the meter as a precaution.

Iris Tetlaw, a relative of the family who got in touch with British Gas as well, said: “I work in customer service and I have never been spoken to like this before in my life, I was disgusted.

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“It was us, we were being stupid, it was us, we just couldn’t put a code in.

“It’s been a nightmare.

“I just feel that they are not the only ones that’s been affected, but I am more determined because I work in that kind of environment, if that was one of my staff I would be raging.”

British Gas say that the problems that arose were not due to a systems change, but the incorrect advice they gave Kelly when she called.

Her meter had initially developed a fault which was fixed on October 21, but she was then incorrectly advised to use an old prepayment card to top up which did not work. Her gas supply was then cut off.

British Gas said: “We’ve spoken with Miss Hynd to say sorry for giving her the wrong advice when she called us.

"Her gas supply was restored on the same evening she reported that it was disconnected, and we’ll be providing a gesture of goodwill for the inconvenience caused.”