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The only really evident thing that can be gathered from this mess is that Epassporte definitely needs to spend a bit more of their resources on improving customer service.
The service itself I think runs fairly well, minus some blocked accounts, but really if they had a responsive and knowledge support staff even if an issue came up it wouldnt be a big deal because you knew you would quickly get someone at the other end that could tell you whats going on and resolve it quickly.
It is true that everyone makes mistakes and the fraud is something that needs to be looked out for, but when you are an industry where mistakes = death (finances) you really do need to have a great support department to keep your customers at the very least informed of what's happening.
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Take Luck!
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