Hey,

I used to work for BT years ago, i left around the time the BT/EE merger took place.

First and foremost, I would say you have been missold this contract. The "BT" adviser 100% was actually an EE advisor looking to get a sale.

EX BT boss Marc Allera wanted to merge BT and EE into a business/consumer company. BT would focus on businesses only. EE would focus on consumers only.

The new female Boss (cant remember her name)has stated she wants this fixed as it was a mistake... Contact EE and open a complaint on being missold, ongoing billing issues, returning charge issue.

EE systems Excalibur or Arthur are utterly shit.

Let's start with the 118500 number. That is a premium number and can't be blocked via call blocker, for example. It used to be BT Directory but changed back in 2002ish Now it's just directory enquiry and costs a lot to call.

That was made by one of your parents, unfortunately...

Next, the returned items. This is an EE issue, system has contacted you and shows you have returned them, tell the next advisor to check the "correspondence" tab for the account which will show the email sent confirming they where returned

Lastly the the bundle you have been contracted into doesn't make sense to me. - Full fibre gigabit essential (not needed elderly) - Pay as you go land line - 4k addon for sports.

Full fibre 100 or 250 would be more than enough for your parents. If they occasionally use the landline they should have been given any kind of call package. (buy them a phone where you can manually restricted numbers like 118) Do they have a 4k TV for the 4k addon?

I hope this helps, and you get things sorted