If I read it properly, it's not about paying the amount of equity they released (plus interest) that's the problem, it's the early exit fees.
They have to be paid, if you cease to be a homeowner, unless that is by death or by occupants (plural, all of them) needing to go into a care home. This couple have moved house since 2003, when they first took it out, taking it with them. Now, they are moving to a care home together, because one of them needs care. The company has ruled that as it is not both of them requiring care, the early exit fees apply.
I've no idea if this is a common clause, nor if it is clearly laid out in the T&Cs, nor if it was properly explained in the script to be used at the time of sale.