HOT Demanded 1,000 Shekels from a Customer Who Disconnected 11 Years Ago

Nitzan Kidar, an education worker, was unaware of the public complaints regarding HOT. In 2015, she attempted to cancel her service and switch to another provider. The process took a year, but she eventually returned the equipment and believed her relationship with the company had ended. However, her standing payment order remained active, and HOT continued to charge her for a year after the disconnection. Despite their own records showing the equipment had been returned, the company refused to issue a refund.

Fast forward 11 years to August 2026, when Kidar received a call from a law firm representing HOT. They demanded approximately 1,000 shekels, claiming she had failed to return a modem. "Why didn't you tell me when I returned the equipment? Did you remember after 11 years?" Kidar asked.

Kidar's investigation revealed that she was still listed in HOT's systems as a subscriber until December 2024. "I had a 'triple' package, but I never used the landline phone," she explained. Throughout those 11 years, the company never contacted her regarding the equipment or the phone line.

Kidar and her family sent a detailed letter to HOT demanding the cancellation of the debt and written confirmation that the file was closed. Shortly after mako contacted HOT for comment, company management reached out to Kidar, apologized, and promised to waive the charge entirely. "They promised to send a letter stating that I owe HOT nothing, neither now nor in the future," Kidar stated.

HOT issued the following statement: "HOT is committed to providing the best service. The landline phone line was disconnected due to a specific malfunction, and the case was handled directly with the customer to her satisfaction."