drriley

Among other issues, and I'm sure that I'm not alone in thinking this, is why should Epassporte undertake any investigation or take any action in the first place. For example, if someone that I do business with is concerned that I have somehow civilly or criminally wronged them, they do not go to the bank with a complaint and have the bank investigate. The complainants options are the civil courts or police.

However, if Epassporte feels that they do, in fact, have a legal responsibility to investigate and act upon complaints, then there needs to be a formalized system in place, and it needs to be clearly communicated to all involved. The process must also be open -- not conducted in secret with the account holder never having heard a word of any kind from the complainant or Epassporte, and then suddenly being told that their account has been closed because anonymous (to the account holder) complaint(s) of a completely undisclosed nature have been received, and a secret inquiry was conducted and the account terminated with no recourse. At the very least, it should be mandatory that complainants first contact the account holder and attempt to resolve any disputes. After that, any unresolved complaints need to be carefully vetted for validity, and to determine whether it is rightly a case for the courts and/or police.

If on the other hand, Epassporte asserts that they have no legal responsibility to investigate and act on complaints, and are doing it solely out of supposed good will, then this also needs to be clearly communicated to all involved, and customers will have to decide for themselves if they wish to do business with a company that has decided to act outside of any legal responsibility and who may, at any time, terminate an account after they hold a secret investigation into alleged complaints.

Among other things, the secrecy could make it appear that accounts are terminated, at random, in order to line the pockets of Epassporte (corporately or of individuals within the company). Of course Epassporte would say this would not be the case, but surely you can appreciate that it could appear that way when everything is conducted secretly.

If there is legitimacy to Epassporte investigating and acting on complaints, then there should be NO objections to establishing a formalized open procedure for this purpose. In fact, it would be well advised as should a former account holder seek remedy, against Epassporte, in a court of law, that court is not going to be very impressed by an informal and secretive process having been in place. In fact, I suspect it is only a matter of time before a single or a class action case is launched.