I don't think he is blaming Epassporte, I believe, from actually reading his post, that he is confused at why they would just refund the money without any explanation or notice to him and why he had to make a international phone call to get the explanation. Seems like a ligitimate complaint to me.
If I deposit a check in my bank account, they add that money to my account, then that check later is found to be a fraud, they remove the money, they CALL ME and tell me that it happened immediately and they send me a notice in the mail. If they didn't do that, I would probably not use that bank anymore either.
I'd be upset too if I were him. That's really shitty customer service.
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