Bad customer service

My elderly parents, Dad has dementia,  have lived in a retirement home for 2 1/2 years and I just discovered they were paying for wifi and a modem they have never had in their room. They have always connected to the facilities wifi. Upon finding this out I started calling and was on the phone for 2 hours, being transferred to multiple people, all telling me different things. Never getting a solution. Then I called again and same thing multiple people for hours.   Then I was told all they can do is give a credit for like $300.  They took over $2000 from my parents. Unacceptable and very disheartening thats how you treat or elderly.   Do better.