Consumer complaint received 2016-10-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Credit card
Issue: Billing statement

Complaint:
I have a Bank of America credit card. It 's a " Cash Rewards '' XXXX card. I have XXXX issues with the firm 's website : ( 1 ) without an intricate knowledge of the inner workings of Bank of America 's website as well as a knowledge of the specialized vocabulary specific to Bank of America 's website, I am not able to ascertain my autopay status ; and ( 2 ) the autopay options themselves are confusing and/or redundant. 
Issue XXXX I have my card set up on autopay. But Bank of America 's website does not specify anywhere on its website what my current autopay setup is. I had intended to change it to pay my balance in full each month but I was only charged the minimum for two months and so had to pay interest. Normally, I 'd be able to check on this ( which I do regularly for all my cards ), but, as mentioned, Bank of America 's website does not specify anywhere what the auto-payment status is. Their 'Bill Pay ' & gt ; 'Automatic/Recurring payments ' tab are very unclear. Under Automatic Payments, the 'Payment Plan ' specifies 'e-Bill Initiated ' and 'Recurring Payment ' but ( XXXX ) does not tell me what my current autopay status is and ( XXXX ) does not specify the difference between these. The customer help desk attempted to explain but, from my understanding, one can do everything under 'e-Bill ' that they can under " Recurring Payment ''. In my account, I have 'E-bill initiated '' as Active but " Recurring Payment '' as " Not Active ''. However, since my account has been auto-paying, I would think that I actually do have an active recurring payment. But, in the land of Bank of America, I actually do not. So, I can click on 'e-Bill Initiated ' to try to figure out my situation but I can only click " Edit '' or " Cancel ''. I do n't want to do either of these. I just want to see what my current status is. So I click " Edit ''. After speaking with customer service, apparently when you click " Edit '', the default options selected are my current payment status. However, I would n't know that had the customer representative not informed me of this. 
Issue XXXX Once I select " Edit '' under the " E-Bill Initiated '', I am presented with four options : " Minimum amount due ... '', " Amount due ... '', " Statement balance as shown ... '', and " $ [ ] regardless of amount due ''. I had selected " Amount due ... '' and had only been charged the minimum ( hence the interest charges ). The customer rep could not clearly explain how " Amount due ... '' was different from " Minimum amount due ... ''. She mentioned they occurred on different dates but, according to the website, one can choose a different payment date independent of the payment dollar amount option chosen. So, I do n't know what " Amount due ... '' means. I thought it meant paying the bill in full but apparently not ( I obviously should have gone w/ paying the statement balance in full to be safe but, unfortunately, I did n't ). It apparently means paying the minimum. Afterwards, I went and examined all my bills and the " Current Payment Due '' and " Total Minimum Payment Due '' have always been the same. So I do n't really get the difference between these XXXX -- either I have to pay Bank of America the amount " due '' or I do n't ( and pay interest on anything less than the statement balance ). So providing a clearer definition of " Amount due ... '' and " Minimum amount due ... '' would help on this page.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief