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Business Profile

Computer Software

Total AV Antivirus

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 737 total complaints in the last 3 years.
  • 254 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:02/19/2025

    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.
    Ive done a trial subscription with total B when it comes to renew it. I didnt renew it cause I didnt like it and soon as Ididnt renew it within two hours I started receiving spam text messages, phone calls, and this has been a month and a half ago and I 20 to 30 of a day.

    Business Response

    Date: 02/21/2025

    Hi *****, 

    Thank you for reaching out. 

    I can confirm that your account has been fully cancelled and no further payments will be taken.

    If you require any further assistance, please do not hesitate to contact us. 

    Kind regards, 
    TotalAV, ************* team. 

    Customer Answer

    Date: 02/21/2025

     
    Complaint: 22964510

    I am rejecting this response because:
    I continuously get spam text messages that tells me that I need to upgrade my iPhone Apple plan or saying that my phone is contaminated with viruses and it gives me a link to go to and it runs a bar scan. Ive got 30 different viruses and Im gonna lose my contact my phones been hacked, renew subscription and its totally B subscription and it wants me to renew so theyre the cause of me getting these 30 different spam Text to my phone 
    Sincerely,

    ***** ****

    Business Response

    Date: 02/28/2025

    Hi *****,
    Thanks for your response.
    I suggest uninstalling the TotalAV application to stop pop*** occurring, as my colleague previously mentioned your account with us is cancelled. I have inserted the uninstall steps below for your convenience.
    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.
    Many thanks,
    - TotalAV ************* Team

  • Initial Complaint

    Date:02/19/2025

    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 was charged by totalav the sum of $159 without notice via my ****** account. The initial price of their service was $23.80. This was back in February 2023.I've noticed they did the same thing on February 2024 the sum of $119, again without notice or asking my consent. Had I known this would be the price I would have discontinued the service.I would like to terminate the service and receive a refund for this sum.Eran

    Business Response

    Date: 02/20/2025

    Hi Eran, 

    Thank you for reaching out. 

    I can confirm that your account has been fully cancelled and no further payments will be taken.

    The amount of $159.00 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. 

    Kind regards, 
    TotalAV, ************* team. 

  • Initial Complaint

    Date:02/16/2025

    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 got a sms text message sent to my phone nieng made to look like Att saying my phn # had been reported 42 x sending spam at a critical high. It then gives a link. When you click on that link it takes you to a web address ******************* where it shows 5 different text messages and ask if you sent them. When you click NO it says your phn may be compromised. It runs a scan and says it found malware did I want that removed. I click NO. And it still continues to the total AV WEBSITE TRYING TO GET ME TO PURCHASE AND DOWNLOAD THIER ********** attaching a screenshot ******** far they haven't hit my acct for money but I believe it is thier intent. I've alerted my bank.

    Business Response

    Date: 02/17/2025

    Hi ******, 

    Thank you for reaching out.

    Please note that we have no affiliation with AT&T, and the text messages you received were not sent by TotalAV, nor have we attempted to pressure you into purchasing our product.

    We strongly advise against clicking any links in such messages.

    We do not have any of your details in our system and we have not attempted to contact you.

    Kind regards, 
    TotalAV, ************* team. 

  • Initial Complaint

    Date:02/11/2025

    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.
    TotalAv uses misleading advertisements disguised as warning messages to fool customers that are not tech savvy.

    Business Response

    Date: 02/13/2025

    Hi Aden, 

    Thank you for reaching out. 

    The screenshot of the email you sent, is not from TotalAV, please report this email as phishing to your email provider. 

    At TotalAV, we take great pride in providing reliable and effective security solutions to our customers. Our software undergoes rigorous testing and is continuously updated to keep up with the ever-evolving landscape of cyber threats. We have a dedicated team of experts who work tirelessly to ensure that our software is robust, reliable, and capable of safeguarding your devices.

    We value the trust our customers place in us, and we would never compromise that trust by distributing malware or engaging in any fraudulent activities. Our primary objective is to protect your devices and provide you with peace of mind when it comes to online security.

    Warm regards,
    TotalAV, ************* team 

    Customer Answer

    Date: 02/13/2025

     
    Complaint: 22926472

    I am rejecting this response because: Wile TotalAV claims the email is not from them it must be from an advertisement company hired by TotalAV. TotalAV should not be running advertisements that contain misleading statements.

    Sincerely,

    **** ****

    Business Response

    Date: 02/27/2025

    Hi Aden, 

    Thank you for your response. 

    As this email is not from TotalAV, or anyone employed by TotalAV we are unable to assist you further. 

    As recommended, please report any suspicious emails to your email provider as Phishing. 

    Kind regards, 
    TotalAV, ************* team.

  • Initial Complaint

    Date:02/08/2025

    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.
    We are being charged for Total A V without our authorization. We have asked them to cancel our subscription. They make it nearly impossible to reach them.

    Business Response

    Date: 02/10/2025

    Hi ******, 

    Thank you for reaching out. 

    Regrettably, we are having trouble locating a TotalAV account linked with the information you have provided. 

    This is usually a result of the account being registered on a different email address in our system. In order for us to locate your account, please provide as much as the following information as possible:-

    - Email address used to sign up with us
    - Name on the card used to make payment
    - Last four digits of debit/credit card used to make payment 
    - Date of charge, currency and charge amount
    - First line of payment card address or zip code
    - ****** Email Address if you paid via ******

    Warm regards, 
    TotalAV, ************* team.

  • Initial Complaint

    Date:02/07/2025

    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 below

    Business Response

    Date: 02/10/2025

    Hi *******, 

    Thank you for reaching out.

    Please be aware that we do not sell Xbox consoles. You have contacted TotalAV, a cybersecurity company that provides antivirus software to protect computers, smartphones, and tablets from malware, viruses, and other online threats.

    We recommend reaching out to the correct company to address your complaint.

    Warm regards, 
    TotalAV, ************* team. 

  • Initial Complaint

    Date:02/05/2025

    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.
    December 2024 I purchased Total AV antivirus. Once installed I could not use my computer properly until I uninstalled the subscription. I called them to cancel and they just gave me the run around. I told them I do not want this item only to have them try and talk me into keeping it. I was charged again in Jan for this only to try again to cancel online. I was charged again today 2/5, Called again to cancel. Spoke to 2 different people only to tell me they cannot cancel the subscription as it is being paid through bitcoins?! What? I told them this was purchased with my Debit card. They refused to cancel on there end and to charge me. I had to call my bank to stop payment on the company and file a dispute. This Company is a scam!

    Business Response

    Date: 02/07/2025

    Hi *******, 

    Thank you for reaching out. 

    After reviewing your account, we have not received any cancellation requests from you. Unfortunately, it appears you may have spoken to a company impersonating TotalAV. Please note that we do not accept Bitcoin as a payment method.

    I can confirm that your TotalAV account has been fully cancelled and no further payments will be taken.

    The refund of $11.99 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.

    If you require any further assistance, please do not hesitate to reach out. 

    Warm regards,
    TotalAV, ************* team. 

  • Initial Complaint

    Date:02/05/2025

    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.
    As experienced by other complainants, TotalAV automatically deducted $119 from my account. I subscribed to them based on a monthly charge of $14.99/month. I called the number they listed as customer service, but was connected to their IT service. When I asked to be transferred to the billing department I was told they couldn't do that, nor did they have a phone number for the billing ***** When I asked why that was possible, the person hung up on me. Finally, found a phone number for the billing ***** and was told by a *** named ****, that I would get my refund immediately, and he would send me an email with dates as to when I would received that. I also said I wanted to cancel my subscription. He then requested that I allow him remote access to my computer so that he could delete the program. Foolishly, I allowed him to do that. Big mistake on my part, I have to admit. But that was the last communication I've had from them. My account has been cancelled, and they still have my $119 for something I did not authorize. It seems this is a common practice by who ever is answer the phones at TotalAV.

    Business Response

    Date: 02/07/2025

    Hi *******,

    Thank you for reaching out. 

    I can confirm that your account has been fully cancelled and no further payments will be taken.

    The amount of $119.00 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 note, we do not request access to customers devices.

    Warm regards, 
    Total Adblock, ************* team. 

  • Initial Complaint

    Date:02/04/2025

    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.
    Purchased the product over 2 years ago. I hated it from day one. Was suppose to be cancled then but could not contact anyone to do it. Finally got a bill today that was paid. Tried to ***** before another year charge and cant stop it. I absolutely hate this protection. Total av pops up every time i try to use it has cost me thousands of dollars in time. Bought a new computer becasue of the horrible program

    Business Response

    Date: 02/07/2025

    Hi ******,

    Thank you for reaching out. 

    I can confirm that your account has been fully cancelled and no further payments will be taken.

    The amount of $159.00 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.

    Warm regards, 
    TotalAV, ************* team. 

  • Initial Complaint

    Date:02/04/2025

    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.
    Recurring payments after canceling trial period

    Business Response

    Date: 02/05/2025

    Hi ****, 

    Thank you for reaching out. 

    I can confirm your subscription has been cancelled and no further payments will be taken. 

    I am unable to process a refund as your request falls outside of our money back guarantee period. 

    Warm regards,
    TotalAV, ************* team 

Total AV Antivirus is NOT a BBB Accredited Business.

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