HOT Cancels 11-Year-Old Debt Claim After Customer Disconnection Error

In 2015, Nitzan Kider, an education worker, attempted to cancel her HOT subscription and switch providers. Despite returning the equipment and believing the matter was settled, HOT continued charging her for a year after her disconnection. The company’s records incorrectly showed her service active until December 2024, nearly a decade after her initial cancellation request.

In August 2026, Kider was contacted by a law firm representing HOT demanding payment of about 1,000 shekels for an unreturned modem. She questioned why the issue was raised only after 11 years. Upon investigating, Kider discovered HOT had never informed her of any outstanding equipment or charges during that time. She and her family sent HOT a detailed letter outlining the timeline, denying any intentional retention of equipment, and requested the debt be canceled with written confirmation that the case was closed.

Following a report by mako, HOT apologized and assured Kider the debt demand was canceled in full. The company promised to send her a letter confirming she owes nothing now or in the future. HOT stated the prolonged phone line disconnection was due to a technical fault and that the matter was resolved directly with the customer to her satisfaction. Kider noted that if the issue had occurred during the school year, she might have simply paid to avoid hassle, but having time during vacation allowed her to pursue the case.