Just guessing here, but if there is any kind of stroke on the text from AI then you will end up with 2 splines close together make it look wrong when you extrude, so check for strokes and open paths, the only other way would be to have the client provide the font file so then you can use motext.
and I am guessing that he’s throwing it in a fracture object so he can still use mograph effectors? maybe.