Israeli Telecom Ministry Report Details Consumer Complaints and Refunds
Translated & summarized from Vesty by baba
Israel's Ministry of Communications reported that 855,423 shekels were refunded to consumers in 2025 due to complaints against telecom companies. The most significant case involved a customer receiving 16,660 shekels after being wrongly charged for unused phone lines for eight years. Overall complaints rose 9.5% in 2025, with mobile services generating the most issues. The ministry cited ongoing military operations as a factor in the increased reliance on and scrutiny of communication infrastructure.
The story in 6 lines · by baba
- Israeli telecom consumers received 855,423 shekels in refunds in 2025 due to company complaints.
- One customer was refunded 16,660 shekels for being wrongly charged for two unused phone lines over eight years.
- Overall telecom complaints in Israel increased by 9.5% in 2025 compared to the previous year.
- Mobile services accounted for 55% of all consumer complaints filed with the Ministry of Communications.
- The ministry attributed the rise in complaints partly to ongoing military operations.
- Xphone led mobile operators in complaints per subscriber, while Rami Levy Communications improved its record.
A report released by Israel's Ministry of Communications on October 8 revealed a significant number of consumer complaints against telecommunications companies, with the ministry facilitating refunds totaling 855,423 shekels in 2025. The most egregious case involved a subscriber who was charged for two unused mobile phone lines for eight years, eventually receiving a refund of 16,660 shekels after the ministry intervened. The company, whose name was not disclosed, could not provide documentation proving the customer's consent or usage of the lines.
Overall complaints increased by 9.5% in 2025 compared to 2024, reaching 7,913. Mobile services accounted for 55% of these complaints, followed by internet services at 38%. The ministry attributed the rise in complaints partly to ongoing military operations, which highlighted the critical need for reliable communication infrastructure. While the ministry processed 100% of incoming complaints, response times increased by one day to an average of 12 working days.
The report detailed other significant refunds, including 7,420 shekels to a reservist whose five-year-old daughter was charged for international calls despite having an internet-only plan, and 7,300 shekels to a couple who were billed standard roaming charges despite purchasing an international package. An 84-year-old pensioner was refunded 5,347 shekels after being charged for communication equipment he believed was a free gift.
Technical issues and service quality were the primary drivers of complaints, with 16% related to fault resolution and 9% to mobile signal reception. Among mobile operators, Xphone received the most complaints per subscriber, while Rami Levy Communications showed improvement for the second consecutive year. In the internet sector, Telzar saw a near doubling of complaints per subscriber, though HOT and Cellcom also registered high complaint numbers, with Cellcom having the highest proportion of justified complaints.
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