Auto pay stopped

I received the normal email notification in December that my auto pay was scheduled for January 1st. Today I received notification that more than double the bill would be auto charged February 1st. No other notifications between the two. When I checked my bill, it shows no attempted charge on Jan 1st but now I have a fun late charge. I went ahead and payed the overdue amount using the same auto pay setup without issue. Two issues:

1) Why didn’t it attempt auto pay like it should have? Everything still looks correctly set up. I see no errors or failed charges. Did something go wrong with the system on the first of the year?

2) as this seems to be a failure in the Xfinity side, how do I get a credit for the $10 late fee