ACI payments customer questions

ACI Payments, Inc.
Electronic Payments Error

In April, some customers received a letter from their mortgage servicer, Mr. Cooper, explaining that an electronic payments vendor it uses to process mortgage payments made an error that caused money to be incorrectly withdrawn from or deposited to customer bank accounts between April 24, 2021 and April 27, 2021.

ACI Payments, Inc. (ACI) is the payments vendor referenced in the letter from Mr. Cooper and whose funds were used to correct the errors.

After discovering the error, steps were taken to undo the incorrect transactions, however, due to the way the withdrawal/deposit process works at certain banks, ACI sent too much money to some customers’ accounts to correct the errors.

We recognize our initial efforts to rapidly fix the original issue have resulted in this situation. We sincerely apologize for our error and want to make this right.

Letters have been sent to affected customers along with a detailed Transaction Summary, an FAQ document, a Debit Authorization form and a postage-paid return envelope.

Please read on to learn more about the action we are asking customers to take and our willingness to find the best solution for customers impacted by the error.

What we’re asking customers to do

We are now asking customers whose bank accounts received too much money to return the extra money to ACI. The amount of extra money to be returned is itemized on the detailed Transaction Summary prepared for each affected customer.   

Don’t worry if you can’t return the money right now, we will work with you.

Customers with questions are encouraged to call us toll-free at 800-615-4245, Monday through Friday from 8 am – 11 pm CT or email us at customer-questions@aciworldwide.com

Additionally, we’d like to know about any NSF, overdraft of other fees that may have been assessed as a result of the error and have not already been reversed or reimbursed.

If customers agree with the information provided on the Transaction Summary and the extra money can be returned immediately, there are three options available.

Option 1

Sign and return the Debit Authorization Form that was included with the letter, along with a postage-paid return envelope. This authorization will enable ACI Payments to deduct the outstanding amount from the bank account where the extra money was deposited. The withdrawal will appear on bank statements as a deduction by ACI Payments, Inc. with an ACH Company ID of 2133798095.  ACH refers to the Automated Clearing House.

Option 2

If the account where extra money was deposited is closed, a check made payable to ACI Payments, Inc. can be sent to the following address, using the postage-paid return envelope included with the letter:

ACI Payments, Inc.
Attn: Customer Questions
15049 Conference Center Drive, STE 400
Chantilly, VA 20151

Option 3

Customers can opt to use their financial institution’s Bill Pay service to send the payment, with the following information:

We recognize this is a unique situation and are here to answer any questions about the error, the amount of extra money as shown on the detailed Transaction Summary, and when and how the money can be returned to ACI.

We once again apologize for the confusion and inconvenience we inadvertently caused and look forward to working with affected customers to help us resolve the situation.

Frequently asked questions

• Who is ACI Payments and what service do they provide to Mr. Cooper?
  Answer:  ACI Payments is an electronic payments vendor and processes your mortgage payments on behalf of Mr. Cooper.  

• What if I have questions or believe I should not have received this letter? 
  Answer:  If you have any questions or believe you should not have received this letter, we welcome the opportunity to discuss this with you.  
  
  Please call or email ACI Payments at: 
  800-615-4245, Monday through Friday from 8 am–11 pm CT  
  customer-questions@aciworldwide.com  
  

• How did extra money end up in my bank account? 
  Answer: ACI inadvertently caused funds to be incorrectly withdrawn from or deposited to your bank account.  Steps were taken to undo the incorrect transactions.  This situation has ultimately resulted in extra money being posted to your bank account. A Transaction Summary is included for your reference. 

• Who does the extra money belong to?  
  Answer: The extra money in your account belongs to ACI Payments.  

• Was my identity stolen or was there a security breach? 
  Answer:  No, the situation was caused by re-processing previous mortgage payment transactions multiple times.  All data transmitted was limited to your mortgage servicer, ACI Payments and the financial institutions involved in normal ACH processing of your mortgage payments. ACH refers to the Automated Clearing House that facilitates electronic transaction processing between participating entities. 

• Why doesn’t the extra money appear on my mortgage account? 
  Answer:  Because the extra money in your bank account belongs to ACI Payments, the amount will not appear on your Mr. Cooper account or statements.   

• Can I apply the extra money to my next mortgage payment? 
  Answer:  No, because the extra money belongs to ACI Payments, the amount cannot be applied to your mortgage.   

• Is my mortgage impacted by this event? 
  Answer:  No, your mortgage will not be impacted in any way by this event.   

• How can I return the extra money? 
  Answer:  You may return the extra money by signing a Debit Authorization Form, sending us a check or initiating a payment through your financial institution’s bill pay service. Please refer to the attached letter for specific instructions. If you elect to authorize ACI Payments to debit the funds from your bank account, the transaction will appear on your bank statement with a Company ID of 2133798095 and a description of ACI Payments, Inc. 

• When do I need to return the money? 
  Answer:   Please proceed with one of the 3 options provided (sign a Debit Authorization Form, send us a check or initiate a payment through your financial institution’s bill pay service) or contact us within 10 days so we can understand your situation. ACI will work with you if you’re unable to return the money immediately. 

• What if I was charged overdraft or other fees? 
  Answer:  If you were charged overdraft or other fees resulting from this situation that have not been previously reimbursed or refunded, please contact ACI Payments at 800-615-4245 or email us at customer-questions@aciworldwide.com 

• What if I have more questions? 
  Answer:  Please call or email ACI Payments at: 
  800-615-4245, Monday through Friday from 8 am – 11 pm CT  
  customer-questions@aciworldwide.com