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 her account was closed, HOT continued to charge her for a year without her knowledge. The company’s records incorrectly showed her disconnection date as 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, a claim she disputed given the long delay and lack of prior communication.

Kider’s investigation revealed that HOT never reached out to her about the equipment or outstanding charges during the entire period. She and her family sent HOT a detailed letter outlining the timeline, disputing the debt, and requesting a written confirmation that the case was closed. Following a complaint to the news outlet Mako, HOT contacted Kider, apologized, and agreed to cancel the debt entirely, promising to send a letter confirming she owes nothing now or in the future.

HOT stated the issue was due to a technical fault in disconnecting the landline and assured that the matter was resolved directly with the customer to her satisfaction. Kider noted that had this occurred during the school year, she might have simply paid to avoid hassle, but the timing allowed her to pursue the matter thoroughly.