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I love epassporte - they provide a fantastic service and the faces we see everyday (online and at shows) are awesome people - I cannot give enough praise for who they are and what they do.
There is however, like will76 seems to be experiencing, a gap in service when it comes to dealing with customer service at epassporte. I have had major problems myself - both personal and business accounts and its very frustrating when you go from dealing with such awesome people (rand,kimmykim etc) to the everyday support staff that are not quite as switched on as the rest of us. It's this lack of awareness from CSA, and only that, that lets epassporte down from my experience.
:2cents
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