‘Tip of the hat’ to HOT

With regard to “HOT 3Q profit more than doubles” (Business & Finance, November 6), let me share with you just how HOT, under the leadership of Tal Granot Goldstein, was able to achieve this.

I have used HOT for many, many years and can tell you that poor service is at the top of its list. Being short-handed is its hallmark.

I had the occasion to call HOT to lodge a complaint about a charge on my monthly bill for a service I did not request. When an operator picked up the call after many rings, I was assured that I would be reimbursed. But reimbursement did not happen, and many, many months have passed. This has meant getting on the phone and reaching customer service to report that the reimbursement has not appeared on my bank statement.

I am a senior citizen and do not have the luxury of simply overlooking an overcharge. I notified HOT office if the reimbursement is not issued, I would cancel my service.

On November 6 I called again. Only after waiting many minutes for the phone to be answered, the operator assured me that my call would be returned “within the next 10 minutes.” I waited by the phone, certain that I would get a call-back. After waiting for half an hour, I left to do errands. Returning two hours later, my wife informed me that HOT did not call back.

Running a business unethically seems to have its perks. Under-staffing customer service and tacking on charges for unrequested services obviously helped HOT double its 3Q profit.

HOT CEO Goldstein got a pat on the back by Globes for this fete. I, too, tip my hat to her. SIMCHA STERZER

Beit Shemesh