We do not have access to any of the details of your relationship with FACTS other than being able to see account status and balances due.  In particular, we do not have any involvement in fees FACTS may charge for returned payments.  It does look like they will waive those fees in some cases if you respond quickly.  For example, a common cause of returned payments is using an expired credit card, and if you log in and change the expiration date promptly, you can usually get them to waive the fee.