Complaints

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.

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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:07/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 need this subscription cancelled as I didnt request the service. A charge appeared to my account through my debit card that was not instigated by myself. I've tried to sort this problem earlier but was unable to resolve it. I want my money refunded.

  Business Response

  Date: 07/04/2025

  Hi ******,
  I can confirm that your TotalAV account has been fully cancelled and no further payments will be taken.
  The refund of ***** is currently underway. Typically, it should reflect in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.
  Should you have any further questions or require additional support, please feel free to let me know. 
  Kind regards,
  - TotalAV ************* Team

• Initial Complaint

  Date:07/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Company Name- Totalav Have emailed company on multiple occasions regarding account, provided all information they requested . They stated account would be refunded over three weeks ago and as of 7-1-25 there has been zero activity. Now there sending me another email requesting account information I already submitted. They also stated account was open in ****** and no such account exsist.Several unauthorized charges on my mother, ******* **********, account. I am now managing her finances and have discovered discrepancies that require immediate attention. My mom is 85 years old and has limited capacity to manage her finances independently.Over the past year, recurring charges of $9.99 and $14.99 have been deducted monthly. These appear to be for web security services, according to your website, despite the fact that unauthorized access to her bank information has led to further fraudulent activity.Most concerning is a $257.00 charge dated June 1st, 2025, described as "Total Security" (TotalAV) for three internet security products. My mother neither authorized this purchase nor has any record of downloading relevant applications. Furthermore, four additional charges were made on April 28th, 2025, totaling $141.88, from an entity identified as "TotalDrive," which appears to be affiliated with TotalAV. These amounts are $1.99, $38.98, $38.95, $38.96 and $23.00.Ive attached the email received from company. Stating account was closed and refunded. Hasnt happened!

  Business Response

  Date: 07/04/2025

  Hi *****,

  Thanks for reaching out to TotalAV via BBB.

  I have reviewed your complaint, and also checked the customer accounts in out system. Your Mother had 4 accounts active with us which is why there was separate charges being billed. I have checked each account and can confirm each account has been fully cancelled and all requested refunds have been processed as per my colleagues email. These were processed on 26th June 2025. Please allow up to the full 7 working days for these refunds to reach you as sometimes it can take this length of time, we cannot control the banks speed of returning the refunds to you, so please be patient in receiving these.

  Should you require the refund codes, please let us know, so that you can chase the refunds up with your bank instead. 

  Warm regards,
  -TotalAV ************* Team

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 March 27, 2025 I noticed 2 charges on my account from ************************, one on February 27th and another on March 27th in the amount of 9.95 x 2. I called to get a refund. I had not ordered the company's services and I don't know how they got access to my account. I spoke to **** who said he'd take care of it but he needed to transfer me to the billing department. He put me on hold and when he returned he said everyone was busy but an agent would call right back. I received a call back and the guy was very rude; he said they were very busy so he would have to access my phone. Since I'm the one who called, I said OK. He started doing things on my phone and ended up taking ****** from my account. I notified ***** but they said the money was gone and they couldn't do anything to help. I called my bank and made a report but after investigating they didn't help either. The agent said he couldn't make a refund with my card and instructed me to go buy an everywhere Apple card. He told me to go to the Dollar store to buy the card. I went because I wanted my money back. When I got to the store he said I needed to step outside which I did. He then told me to purchase a ****** Apple card. The customers could overhear the conversation and said don't do that. The manager at *********** called the police. I made a report with the officer but he said they really couldn't do anything because the guy could be anywhere. I filed a complaint with *** but got no response. I continued calling the company's support number and spoke to *** who hung up on me. I called again and spoke to **** who acted as those he would help but I got cut off again. I attempted calling multiple times but just got a recording from ******* saying this number could not be reached. I ended up having to get a new phone because it seemed as though there was constant activity on my phone. The sites I opened changed by themselves. I have not been able to reach them since. I have added screen shots of the activity.

  Business Response

  Date: 07/04/2025

  Hi *****,
  
  Were sorry to hear about the misleading communication youve experienced. Unfortunately, in this industry, we are aware of opportunistic scams in which our company name and others are falsely used in emails, phone calls, or other communications. These scams often claim that a users protection is expiring or that they must pay for technical support or virus removal. Their primary goal is to deceive users, expose them to fraudulent activity, and potentially cause financial harm. We are unable to repay any monies that have been taken from scammers as it was not our company who has taken the money.
  
  TotalAV is a legitimate company and we:
  
  - Never request payments for customer support or technical assistance.
  - Never ask for full card details over the phone or via unsolicited emails.
  - Never make unsolicited phone calls to our customers.
  - Never ask you to install any software to grant us access to your device.
  
  If you suspect an email, phone call, or link might be a scam, we strongly advise you:
  
  - Do not click on any links or provide any personal or payment details.
  - Do not engage with the sender or caller further.
  - Contact us directly to verify the legitimacy of any communication you receive.
  
  For more information regarding this, please refer to our article: **********************************************************************************
  
  If you believe you may have fallen victim to such a scam, we recommend contacting your bank immediately to secure your account and prevent any potential financial harm.
  
  We take these matters very seriously and are constantly working to protect our customers from fraudulent activities. If you have received any suspicious communication, please attach or forward it to us so we can investigate further.
  
  Thank you for bringing this to our attention. Were here to support you and ensure your experience with TotalAV is safe and secure.
  
  Kind regards, 
  TotalAV Customer Experience Team 
  

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to express my concern regarding continued charges on my account. I did not authorize any payments. I gave you my email address and the card it is being charged against. Please confirm that my subscription is fully cancelled and that no further charges will be made. I also request a full refund for the unauthorized payments. ($29.97). I do not have a personal computer so I'm not even sure what they are protecting.

  Business Response

  Date: 07/04/2025

  Hi *****,
  Thank you for reaching out to us via BBB.
  I can confirm that your account has been fully cancelled and no further payments will be taken.
  The amount of $29.97 has been refunded. The refund should appear in your ****** account within the next ***** hours, however, this can take up to 5 working days.
  You can also manage your billing preferences within your ****** account. 
  Please let me know if there is anything else I can help you with.
  Kind regards,
  - TotalAV ************* Team

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 responded to Totat AV (vendor) initial email ad for antivirus protection costing $1.99 (InV ********). This was immediately followed by an email offering further viral protection, and when I tried to inquire what was neing offered, there appeared another email featuring further viral coverage. Then another email offering some other viral or scam or phishing protection for a total of 5 separate coverages and increasing costs from $38.95 to $39.00. When I tried to contact the vendor to cancel 4 of the 5 coverages, there was no person at **************** I could speak with. I wish to cancel the last three of the invoices I was charged for and which appeared on my Citi credit card bill. But I cant do that since there is no mechanism in the vendors online billing system for cancelling a purchase and no person I can speak with when I call the vendors customer service number. Can the ********************** facilatate my cancelling the last three invoices of the Total AV order? Thank you for your help. ***** ****

  Business Response

  Date: 07/04/2025

  Hi *****,

  Thank you for contacting TotalAV via the BBB.

  Please be advised I have reviewed your account & complaint in its entirety.

  By reviewing everything, it seems that you have created 4 separate accounts under the same email address, which is why you are seeing multiple charges.

  I have now cancelled 3 of the accounts for you, keeping only your Total Drive account active that you signed up to for $1.99 introductory offer (renews at $9.99 per month).

  All other accounts have now been cancelled and you will receive a refund of $177.78 back into your account within 7 working days. 

  Please try logging into your Total Drive account using your email address and secure password, and ensure that this is downloaded on your chosen device(s). 

  Please let us know if there is anything else we can help with.

  Warm regards,
  - TotalAV ************* Team

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The nature of this dispute is they stop charging my bank account and cancel any and all subscriptions in my name and computer. Jan. 22nd was the last charge and they charged me for two charges which I asked them to cancel the supscription or subscriptions.

  Business Response

  Date: 07/04/2025

  Hi *******,

  Thanks for reaching out to TotalAV Support via BBB.

  I have reviewed your complaint and can confirm that I have located 2 active accounts for you under the email address provided. 

  We have never received notice from you that you would like to cancel either account, the only communication we have had with you is via live chat on 25th March 2025 regarding technical support. 

  Due to this, you fall outside of our money back guarantees for both accounts.

  We have however disabled automatic renew on both of your accounts, meaning you will no longer be charged.

  Please let us know if there is anything else we can help with.

  Warm regards,
  - TotalAV ************* Team

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 recently noticed a charge on my credit card statement for an antivirus company - which I found odd as I don't have a computer to put antivirus on, and since I use apple products, I don't feel the need to utilize antivirus as apple does great in this area. I saw that I had charges for April and June *************************************************************************************** talking with the credit card company, they located charges going back to August of 2024. In looking closer at my credit card account, I am now seeing the following "Business with my card info": "TOTALANTIVIRUSCOM" (June 10/April 10, 2025 with charges of $14.99 each), "****************************" (May 10, 2025 $14.99 charge), "TOTALAVCOM" (January 10, 2025, Dec 18, 2024, Nov 10, 2024 and Oct 10, 2024 charges of $9.95 each) and WWWTOTALAVCOM" (March 15, 2025/Feb 10, 2025 charges of $14.99 each). I have never signed up for an account with this company. I have checked every device we have. I can't access an acct because when I try to ****** this company, I get popups that this is a security risk. I can't cancel the acct because I don't have one. My credit card company can't remove them from my acct. I am not paying them for a service I never authorized or purchased. I want them to delete my card information and remove any billing. I'm sure I won't get this resolved as they are a scam. I am having a new card sent to me, but as they made themselves "recurring", my card company automatically updates my card information with them. This is theft. I want it stopped immediately.

  Business Response

  Date: 07/04/2025

  Hi ***,

  Thank you for contacting TotalAV via the BBB.

  Please be advised that we have now cancelled your account in full, so no further payments will be taken.

  We have also removed your card details from our system as per your request.

  Please let us know if there is anything else we can help with.

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

• Initial Complaint

  Date:06/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  TotalAV antivirus and ad blocker are worse than a virus! I uninstalled it because it kept on nagging me to upgrade to the paid versions, but I still am getting these constant popup adds! How do I stop this harassment from the #TotalAV infestation? Please force them to stop!These nags are a volition of my privacy and harassment!

  Business Response

  Date: 07/04/2025

  Hi ******, 
  
  Thank you for taking the time to contact TotalAV via BBB. Your feedback is valuable to us, and we appreciate the information that you have shared.

  It sounds as though you have not fully uninstalled and removed the TotalAV application from your device, which is why you are still receiving pop-***. 
  
  To uninstall TotalAV, you'll need to follow a specific set of steps. To make the process as easy as possible for you, we've provided a link where you can find detailed instructions. Please click on the following link to initiate the uninstallation process:
  
  **********************************************************************************************;
  
  Once you've clicked the link, you'll find step-by-step guidance on how to remove TotalAV from your device. This will ensure that the uninstallation is carried out smoothly and completely.
  
  We work with third-party advertisers who will provide pop-*** advertising our products, these types of pop-*** we are unable to control. 
  
  If you encounter any issues during this process or have any questions, please don't hesitate to reach out to our customer support team.
  
  Kind regards, 
  TotalAV ************* Team