Have been a long time customer and when Xcel offered 3rd party auto payments from our banking account, we signed up (the 3rd party was called "runner" or something similar and had a picture of a dog on the main page). In late 2020, the 3rd party app quit pulling auto payments and did not notify us so the Xcel system said we were late paying December 2020 bill. We called and paid by credit card and then set up an auto pay directly in the Xcel app (through easy pay). The Xcel app said the bank account was not valid.. We called Xcel on 2/2/2021 (talked with Tammy) and on 2/24/2022 (talked with Brittney) about their new Easy Pay system and issues with setting up auto payments. Was told that the bank info DID validate in the Easy Pay system on 2/24/2021 but received another email saying the bank account was invalid. I was then told that Xcel had implemented the new payment software and they were having issues. Brittney said she would get their IT group to check on this and IT or billing would call back by the end of the week with a resolution. Never received a call. So the next bill was ready for payment and when I called Xcel I was told that our account was delinquent on two payments so we had to pay by credit card (with a $1.50 transaction fee) or in person every month for the next 12 months. If Xcel implemented a new system with glitches then we should not be penalized for a year. Horrible customer service - especially since payments were made on time for many, many years.