I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
Hi @Loupylou Thanks for posting back. Going by what you have said it does not look like this was sorted a few weeks ago. The engineering call out charge team are the only team that can refund this charge and if they had the billing team would be able to arrange back to your parents account.
You would be best to call 0800 800 150 and raise the dispute on their behalf or alternatively if you can wait we will be happy to liaise with them for you if you send us their details. You can contact us by clicking on my user name and selecting contact the mods.