If something goes wrong they don't say "Sorry, we believe there may be a problem so we had to suspend your account. Not to worry, just send us X or call us on this number.", but rather something along the lines of: "You're a fraudster, we disabled your account, go figure out yourself how to fix it. Here's a few unhelpful pointers."
They managed to beat the competition because of their superior fraud detection ability. Because of their succes, they now have no incentive to work on customer service.
The web allows for some unprecedented powerful corporations to come into existence and most of them (Google, Apple, Paypal, Facebook, Amazon, etc) have already abused that power on several occasions, particularly regarding small business. Get used to it...