A customer of the Cellcom cellphone service provider was awarded NIS 11,000 over lost business – after he complained that Cellcom had failed to activate his account for several crucial days.
The customer, an air conditioner installer from Be’er Sheva, had switched from his former provider, Pelephone, to Cellcom in July 2015. Under regulations governing cellphone service contracts, customers are free to move between companies, and can switch their phone lines – and numbers – at will between the service providers.
The customer sought to transfer two lines to Cellcom. One, his personal line, was transferred without issue, but transfer of a second line, used for business, was delayed by several days. It was only after a period of time that the customer realized that he had lost out on several important phone calls – with potential customers using other service providers when they could not reach him.
The customer complained to Cellcom and demanded compensation – and when that was not forthcoming, he sued the company. In its defense, the company said that it was the fault of Pelephone, which had failed to “release” the number and that it was up to the customer to keep track of the matter.
The court disagreed. The company, said the court had promised to take care of the transfer arrangements when the customer contracted with it, and a promise was a promise. “If the company sees an issue in the account it needs to clarify the situation with the customer. The company is the one with the technical knowledge, and it needed to instruct the customer on how to deal with the situation,” it added.