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It almost feels like they don't *want* customers, doesn't it?
Seriously, that may be the thing. It's real easy in an organization that has security concerns for the folks tasked with security to begin treating all the customers like the ones the security folks were hired to deal with -- the crooks, scammers, etc. And when you let your security people get out of control like that, it means that your regular customers -- the ones who *aren't* a security issue -- get treated like shit whenever they come into contact with your security apparatus.
It's the same trouble that police organizations have. Cops deal with "scumbags" every day, and so if your police organization doesn't have a strong ethic of public service and frequent training in being nice to people, it will gradually drift until every police-citizen interaction is hostile and unpleasant. Frankly, I'm beginning to think that's what may have happened to Epassporte. They obviously attract an unsavory element (any online money system does) and the folks they have tasked with protecting the organization have forgotten that they have to provide decent customer service to the actual customers.
Or, anyway, that's how it feels.
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