i can tell you exactly how the phone call will go..
"hi this is epassporte how may i help you?"
you will state the problem , they will ask you a bunch of questions about your account, ask a bunch more useless questions, then they will tell you , its another department and they cant talk to them or forward you to them , infact they are very sorry but theres nothing they can do , email risk managment and they will get back to you.
maybe not every time , but..