CellCom Customer Service Issues

Dear community members, I am reaching out on behalf of an elderly Dutch couple in Jerusalem who had an issue with their Cellcom phone contract while in the Netherlands for two months. Despite being advised by a Cellcom employee that they could use WhatsApp in Holland without charges by keeping their phones on flight mode, they were unexpectedly billed NIS [redacted]. The couple visited Cellcom today and were simply told to remove the SIM card next time, a crucial detail they were not previously informed about. It seems unjust for Cellcom to charge them without providing clear instructions. Their money is already gone, and it's disheartening. I kindly ask for your assistance in helping them reclaim their funds from Cellcom. Your support is greatly appreciated. Thank you. - Maike

I visited Cellcom on Saturday the 24th around 10 a.m. and was assisted by a girl with dark hair at the desk by the window. She complained that I was speaking too loudly, which I explained could be due to my hearing issues, but she continued to be rude. As I concluded my business with another clerk, she interrupted claiming there were people waiting, even though she wasn't attending to anyone. It was a frustrating experience, especially for someone who values customer service. Despite being a customer for 20 years, she treated me poorly, making me feel embarrassed and unwanted. It's disheartening that a long-standing relationship can be disregarded so easily. Moving forward, I don't wish to interact with her again and hope for a more respectful encounter in the future. My husband, who witnessed the incident, also found her behavior unprofessional and is considering other options for our service provider.