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Business Profile

Computer Software

Total AV Antivirus

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 742 total complaints in the last 3 years.
  • 258 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/03/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On June 30, 2025 I received an email with the following subject: "LAST REMINDER ???? Subscription Expired Youre No Longer Safe Online."In the body of the email there was the following text:"Your Mcafee subscription expired!Reference code: *****US Date Expires: Mon, 30 Jun 2025 17:08:42 +0000 Account ID: #*************** We detect hundreds of new threats every day. Renew now to ensure your device remains fully ************************ against malware, phishing attacks, and other cyber risks. Enjoy uninterrupted security and peace of mind.Your Subscription ends soon."I became nervous and clicked on the link provided in the email in order to see, what it is about. I was directed to a page asking me to pay $19. My phone screen became blocked. I could not leave the page. I paid $19 and immediately I was directed to the second page, which asked me to pay $38.96. I could not leave this page either. I was under impression that I was paying to McAfee. I did not receive any email confirming my payment. The next day I saw two transactions posted as pending to my credit card amount. By that time I realized that I was duped. I called my credit card company and explained what happened. They said that they cannot do anything while transaction is pending. They offered me to block any future transactions from the same seller. They advised me to call the seller. I did not know where to call. A few days later these two transactions cleared and a phone number appeared on them. I called the phone number. A customer service representative took my call. I explained the situation and demanded my subscription to be cancelled. He did not do it for me and told me to do it online. I found not one, but two subscriptions on my account, that were created without my knowledge or consent. When I cancelled my two subscriptions, I did not receive any refund. I did not download any of their software. They lied to me in an email and by phone. I want my money back.

    Business Response

    Date: 07/04/2025

    Hi Tatiana,

    Thanks for reaching out to TotalAV via BBB.

    I have reviewed your complaint and your account, and want to start by letting you know that the email you have attached is not from us (TotalAV) - we are not McAfee.

    I have however located an account for you with TotalAV, and confirm that I have now fully cancelled it and no further payments will be taken by us. The amount of $57.96 has been refunded to your card, please allow up to 7 working days to receive this.

    Please let us know if there is anything else you require.

    Warm regards,
    - TotalAV Customer Care Team

    Customer Answer

    Date: 07/04/2025

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 23554544, and find that this resolution is satisfactory to me.




    Sincerely,



    Tatiana Kochetkov

  • Initial Complaint

    Date:06/20/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After multiple attempts to cancel, Total AV hasn't done it. For example, after last year's unexpected bill, I requested cancellation and they said I needed to complete it through a "verification email" which never came. After receiving another bill this year (informed by ****** of the charge) they AGAIN said they would send a "verification email" and AGAIN I did not receive it (I've checked my spam folder too). I sent them a message explaining this, and they have not yet responded.

    Business Response

    Date: 07/04/2025

    Hi Donn,
    Thank you for reaching out to TotalAV via BBB.
    I can confirm that your account has been fully cancelled and no further payments will be taken.
    The amount of $129.00 has been refunded. The refund should appear in your PayPal account within the next 24-48 hours, however, this can take up to 5 working days.
    You can also manage your billing preferences within your PayPal account. 
    Please let me know if there is anything else I can help you with.
    Kind regards,
    - TotalAV Customer Care Team

    Customer Answer

    Date: 07/04/2025

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 23495204, and find that this resolution is satisfactory to me.




    Sincerely,



    Donn Halliburton

  • Initial Complaint

    Date:06/11/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I originally signed up with this program on a trial basis. I ended up never using it and canceling it. I had initially paid through ***** Pay but noticed that my credit card was being charged separately also for the same service. I canceled the ***** Pay payment and attempted to cancel with the company. However, they are continuing to charge me every month for a service that I do not use have not used and will not use.

    Business Response

    Date: 06/26/2025

    Hi *******, 

    Thank you for reaching out. 

    We have not recieved a cancellation request from you and this is why your services continued to renew as per the agreed terms. 

    Your account is fully cancelled, please check both spam and inbox for confirmation. 

    Kind regards, 
    TotalAV ************* Team

  • Initial Complaint

    Date:06/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Friday, May 30, 2025 $9.95. This has been happening every month since November 2024. I didn't sign up for this service. They have my banking info, even though my card number has been changed several times because of these transactions.

    Customer Answer

    Date: 06/09/2025

    I have not heard from the business in response to my complaint.

    Business Response

    Date: 06/26/2025

    Hi ******, 

    Thank you for reaching out. 

    We'd like to take a moment to clarify our subscription renewal process and the introductory discount you mentioned. When customers sign up for our services on a monthly or annual subscription, they are indeed offered an introductory discount. This special offer is our way of welcoming new customers and showing our appreciation for choosing our services.

    It's important to note that, as detailed in our terms and conditions, which you agreed to when signing up, all our services automatically renew to ensure that your devices remain ************************ without any interruptions.

    However, the introductory discount applies only to the initial subscription payment. When it comes to renewal, the charges are at the regular rate, and these rates are subject to change.

    We strive to provide a transparent and valuable service, and your review helps us in achieving that goal. If you have any further questions or need assistance with your subscription, please don't hesitate to reach out to our customer support team - ******************************************. We are here to help you and ensure that your experience with our services is as smooth and secure as possible.

    I can see that you have reached out to us and cancelled your account. Your account is fully cancelled and no further payments will be taken. 

    Kind regards, 
    TotalAV ************* Team

  • Initial Complaint

    Date:06/11/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ********* my subscription in 2023. They continue to charge my credit card every year 2024 and 2025 for $159.00.They apparently do this to people all the time. The internet is full of complaints on these automatic renewals from **************************** how many people don't even check the card statement. These people as crooked as they come.

    Business Response

    Date: 06/26/2025

    Hi ****, 

    Thank you for reaching out. 

    We'd like to take a moment to clarify our subscription renewal process and the introductory discount you mentioned. When customers sign up for our services on a monthly or annual subscription, they are indeed offered an introductory discount. This special offer is our way of welcoming new customers and showing our appreciation for choosing our services.

    It's important to note that, as detailed in our terms and conditions, which you agreed to when signing up, all our services automatically renew to ensure that your devices remain ************************ without any interruptions.

    However, the introductory discount applies only to the initial subscription payment. When it comes to renewal, the charges are at the regular rate, and these rates are subject to change. We want to keep our customers informed about this process, which is why we send out an email notice 30 days before the renewal date. This allows you to make an informed decision regarding your subscription and to be aware of any changes in pricing.

    We strive to provide a transparent and valuable service, and your review helps us in achieving that goal. If you have any further questions or need assistance with your subscription, please don't hesitate to reach out to our customer support team - ******************************************. We are here to help you and ensure that your experience with our services is as smooth and secure as possible.

    Your account is fully cancelled and no further payments will be taken.

    Kind regards, 
    TotalAV, ************* Team

  • Initial Complaint

    Date:06/09/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I dont have an account. Last year I ordered their antivirus they was running a promotion they took that money and more out of my account. Its been so long. I was shocked that they went back and took money again from me. They only took 10, because of them I had stop putting but a small amount of money on my chime card. I am livid. I havent heard from them since last year. They are crooks!!!

    Business Response

    Date: 06/17/2025

    Hello Freda, 

    Thank you for reaching out to us. 

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV Customer Experience Team

  • Initial Complaint

    Date:06/04/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company is stating that I ordered anti virus on 5/2/2025. I did not order anything of the such. They are charging a ***** cancellation fee . This is outrageous, they credit the charge of 9.99 and turn around chrg *****. they also have very poor customer service

    Business Response

    Date: 06/11/2025

    Hello ******,

    Thank you for reaching out to ***

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards,
    TotalAV Customer Experience Team

  • Initial Complaint

    Date:06/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    see invoice date and details

    Business Response

    Date: 06/11/2025

    Hi Tale, 

    Thank you for reaching out. 

    We can see that you contacted us directly, and your account has been cancelled and refunded. 

    If there is anything else we can help with, please contact us directly. 

    Kind regards 
    TotalAV ************* Team

  • Initial Complaint

    Date:06/03/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been trying to resolve this matter since September 2024. I subscribed for antivirus software and paid $39 for a year. Didn't get the software. I placed a call spoke with a representative that stated I would get refund 3-5 days. On May 25, 2025 charged $39 and $19.99. Called and the telephone number no longer in service. I sent an email for refund of $100.00 for all charges have not received a response. Please help me to get my money back. I am sick and disabled on a fixed income so I really need my money. Still have not received software and I don't want it as well as any conversation with this company. IT IS A SCAM!!

    Business Response

    Date: 06/11/2025

    Hello ****, 

    Thank you for reaching out to ***

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards,
    TotalAV Customer Experience Team

  • Initial Complaint

    Date:06/02/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On June 2nd 2025, I contacted this company to cancel my subscription at which time I had to open a bit coin account, they wanted a picture of my drivers license and a selfie. I don't understand why any company would need that just to cancel a $9.95 subscription.

    Business Response

    Date: 06/10/2025

    Hello ********, 

    Thank you for reaching out to ***

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards,
    TotalAV Customer Experience Team

Total AV Antivirus is NOT a BBB Accredited Business.

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