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:02/03/2025

  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 or about 27 Jan 2025, I notice an unauthorized debit on my banking account. I saw that it came from TotalAv that's been inactive since Jan 1, 2025. I had cancelled my subscription and thought it was the end of billing. On Jan 27th without any authorization, I had Total Av to bill me twice for $119.00 and then $40.00. As soon as I noticed, I contacted the agency to have them to delete my banking as well as my debit card info and to refund my money ASAP. They did not want to cancel but gave me options that I did not desire. We went round and around for almost 30min because they did not want to give me my money back. After 30 min, they said they would give me half back, and then it was 1/3. I told them no! I wanted all of it back because it was unauthorized. So they refunded the money back on the 27th and then turned right back around and debited again. The next day I contacted them again. They said it will be refunded in a week or so and still haven't seen my refund. They were sending emails and activated my account instead. I contacted them a 3rd time and demanded my refund and they still fail to do so. I followed their instructions and printed the successful cancelled and unsubscribed email as well.

  Business Response

  Date: 02/05/2025

  Hi Don, 

  Thank you for reaching out. 

  I can confirm your refunds were processed on 2025-01-26, I have sent you an email directly providing you with the *** numbers for these refunds so that you can contact your bank for further assistance. 

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

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22895024
  
  I am rejecting this response because: I have not received an email from TotalAv. Only received emails and messages trying to keep portions of my refund and other sales pitches that I can produce. I desire for Total Av to refund me $119 and $40 and to also delete any banking info that they may have. I sniped the conversation between your employee ******* ******* and I via TotalAv chat.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/14/2025

  Hi Don, 
  Thank you for reaching out. 
  As previously stated - I can confirm your refunds were processed on 2025-01-26 on our end, I have sent you an email directly to your email address providing you with the *** numbers for these refunds so that you can contact your bank for further assistance if you have not received them. There is nothing else we can do on our end regarding your refunds as we have processed these to you back in January. Your card details have already been deleted from our system.
  Thank you,
  TotalAV ************* team. 

  Customer Answer

  Date: 02/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:02/01/2025

  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.

  I noticed I have a monthly charge of 1.99 for the past 2 months from total AV pro and *** tried sending them emails but no response . I dont remember signing up for anything and if I am in error I would stilllike to know what it is and cancel it but I am getting no where . I am reporting this as fraud Thankyou ***** *******

  Business Response

  Date: 02/05/2025

  Hi *****, 

  Thank you for reaching out. 

  Regrettably, we are having trouble locating a TotalAV account linked with your details. 
  
  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:01/31/2025

  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.

  Charged $119.00 on Dec ******* thru ******. Never used my computer crashed, wasn't aware I was charged untill my bill from Discover came in Jan 2025 one month later. ****** or Total AV never sent anything about this charge just charged me without my authorization. Never used it .I Called your cancellation **** 1-31-25-your *** refunded only $90.00 not entire amount. Was also told I had 30 DAYS TO CANCEL SIGN UP THAT I NEVER HAD, USED IN ANY WAY. Then she stated I have service for a year for the $29.99 charge she didn't refund. Do not need or want it. Refund the balance of my money back. Your *** didn't give a choice just said what she would do.Thank you Note: a Email should be sent about billing for a tear of $119.00 up front which i didn't receive anything but a bill 30 days later..

  Business Response

  Date: 02/05/2025

  Hi ****, 

  Thank you for reaching out. 

  Upon reviewing your account, I can see you originally purchased a subscription with us on 2023-12-18. We would like to inform you that when you signed up for our services, you agreed to our terms and conditions, which included information about automatic renewals. Our terms and conditions are provided to all customers prior to purchase, and we encourage everyone to review them carefully.
  
  Automatic renewals are a convenient way to ensure that you stay protected without uninterrupted access to our services without the need to manually renew your subscription. 

  I can confirm the auto renewal has been disabled and no further payments will be taken. Your protection will end on 2025-12-18. I am unable to process any further refunds as your request falls outside of our money back guarantee period. 

  To be eligible for a full refund, you have to cancel within 30 days if you are on a 12-month plan and within 14 days if you are on a monthly plan. Refunds for additional services require cancellation within 14 days from payment.

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

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22882320
  
  I am rejecting this response because:
    You do not state charges in simple English upfront they are clearly hidden the legal terms. I was just reviewing your service not knowing you were going to charge me $119 then send email wanting updated credit card when I canceled ****** and would give me 80% discount. I had basic virus protection from you prior my computer crashed so on the new machine I just wanted to reinstall it like before, however you didn't state clearly there was all these charges. you didn't even send a bill or notice to me about this $119.00 charge. Found out when my discover statement came in. POOR BUSINESS PRACTICES. Never again

  
  **** *******

  Business Response

  Date: 02/14/2025

  Hi ****,

  I have just reviewed your interactions and listened to the call where you were happy to renew your account with 80% discount applied. We did also send you a renewal notice 30 days prior to your account renewing and any payment being taken on 2024-11-18, I can also see that this has been opened.

  When customers sign up for our services on a monthly or annual subscription, they are 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.

  Thank you,
  TotalAV ************* Team

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22882320
  
  I am rejecting this response because: Not clearly stated up front, then they charge your credit card without any notice or authorization. Under handed way to do business. Never used their products they imply at the start all aspects are included they are not. Buyers be ware go else ware. for virus protection, they claim its marketing no way in h*** it all about the money When I contacted them for refund, they sent a form email saying will give you a discount of 80% after ripping me off for $119.00 when I found out about the added charges of $119.99. Very poor way to run a service business and ****** allows them to charge customers credit card without authorization.
  Pay pal is another platform to watch out for.
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/29/2025

  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.

  Jan.27,2025 Total AV charged me $159.00 without my permission. I have tried to contact them but there is no phone or email available for them, only options for other deals. I want ALL of my money refunded!

  Business Response

  Date: 01/30/2025

  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. 

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

• Initial Complaint

  Date:01/28/2025

  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.

  Total AV tried to charge me for services I hadn't used in 2 years. My bank caught it this year because my bank changed or bought out the other bank The sad part is I didn't know I was charged for it last year. I had cancelled my subscription in 2023 and was charged in 2024 for something I didn't have any more. And I didn't even know until 2025. I lost, out check your accounts closely because they will try to change things on you. My fear is that ******** seems to be doing the same type of practice and I am fearful. There both part of the same company that runs them. I wish I was smarter and didn't have so much trust in people.

  Business Response

  Date: 01/30/2025

  Hi *****, 

  Thank you for reaching out.
  
  Upon reviewing your account, we found no record of a cancellation request, which is why your subscription has continued to renew annually.
  
  Please note that when you signed up for our services, you agreed to our terms and conditions, which outline the automatic renewal process. These terms are provided to all customers before purchase, and we encourage reviewing them carefully.
  
  Automatic renewals ensure uninterrupted access to our services, allowing you to stay protected without the need for manual renewal.
  
  We can confirm that your subscription has now been cancelled, and no further payments will be taken.

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

• Initial Complaint

  Date:01/28/2025

  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 signed up for this software in 2017. The credit card that I used when signing up expired in November of 2019. I have NEVER issued this company any additional credit cards, yet somehow they have managed to obtain at least 2 different cards that I have never authorized this company to use and have charged me $1,443.80 since 2018. My last login to their system was February of 2018, making it thereby impossible for me to have added different cards. I have sent them a plethora of documentation to prove all of this. Their customer service process is absurd. Every response comes from a different representative. Moreover, their customer service representatives are completely incompetent. I have provided everything that they could possibly need to ascertain the fact that they are illegally charging cards that I never gave to them, yet, they continue to cite their "refund policy" as my ineligibilty to receive refunds on these charges. They are failing to understand that their refund policy is immediately void and does not matter, as they have illegally acquired at least 2 different credit cards that I never gave them. I will be filing a police report for credit card fraud and a report with The *** for their fraudulent acquisition of these card numbers. I have every intention of prosecuting to the fullest extent of the law.

  Business Response

  Date: 01/29/2025

  Hi *******, 

  Thank you for reaching out. 

  After reviewing your account, I can confirm that a refund of $347.00 was processed as a gesture of goodwill. Unfortunately, as per our refund policy, which you are familiar with, we are unable to offer any further refunds.
  
  Please note that the card details associated with your subscription were entered by you at the time of sign-up. TotalAV does not have access to or the ability to add card information on your behalf.
  
  Our cancellation policy and terms and conditions were provided when you originally subscribed on 2017-06-17, and these were agreed to at that time. We did not receive any communication from you until January 20, 2025, which is why your subscription continued to renew annually.

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

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22867285
  
  I am rejecting this response because the credit card that I gave them in June of 2017 expired in November of 2019 and I did not ever give them any additional credit cards, meaning that they were never given authorization to charge my credit cards beyond November of 2019.

  Their "goodwill gesture" of $347.00 is not acceptable.  At minimum, they would be responsible for refunding $1,173.90 total (after subtracting $269.90 in invoices occurring between June 22nd, 2018 through November of 2019).   I will continue to fight this horrible company and it's awful unethical business practices until this matter has been resolved in an acceptable fashion.    A business that claims to provide electronic security should certainly take this matter far more seriously than they have demonstrated.  
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 02/11/2025

  Hi *******, 

  Thank you for reaching out. 

  We have reached out to you directly, please check your spam and junk folder for this email. 

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

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22867285
  
  I am rejecting this response because:  

  A)   If I wanted you to reach out to me directly than I would not have asked the BBB to assist.

  B)  There is nothing new from TotalAV in my "Unread", "Read", "Spam" or "Junk" folders, which means you've just lied to me... again.

  C)  TotalAV is the single most incompetent, unethical and immoral business that I've ever encountered in my entire life.   Your reply was rejected nearly an entire month ago and your incompetent representatives have demonstrated a clear, concise and glaring ineptitude in their handling of this entire situation.  Now, a month later, you're choosing to "contact me directly" (which you, in fact, did not do) to avoid the public embarrassment that your company will endure from people being able to view the contents of this complaint.   I have asked multiple times for your C.E.O. to contact me directly and have received ZERO acknowledgement of any kind in that regard.   At this point, I'm preparing to take this to court.
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 03/12/2025

  Hi *******,

  Thank you for your response. 

  This has been escalated and our team are looking into your complaint. They will be in touch to discuss the next steps. 

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

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22867285
  
  I am rejecting this response because:

  **************************** is the single most unethically operated company that I have ever encountered in my entire life.   I have documented instances of this company lying to me.   I'm preparing to handle this matter in a court of law, where no reasonable human being in ***************** will ever side with **************************** under the circumstances of this case.

  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:01/25/2025

  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.

  On 1/10/25 I tried to install TOTALAV on my phone after being charged $158.86. It did not appear to be working on my phone so I then tried to install on my Amazon tablet. I was advised the cite was not secured so clicked to continue anyway, but got error messages and unable to continue. i tried numerous ways to get support which does not exist. Telling me to read directions is NOT SUPPORT! After several hours l was so frustrated I tried to cancel, but I didn't want to enter my credit card number. I also uninstalled all TOTALAV apps off my phone on 1/10/25.I contacted **************** who advised me to work thru ******. I asked for a refund and sent link for a guide. I finally gave in and paid $19.99 to cancel TOTALAV on 1/14/25.Since I did not received or confirmation or refund I reached out to Unsubby to ask about my refund and was advised that my payment was only to cancel, and I would have to contact support regarding the $159 charge. I am 100% convinced that TOTALAV is a scam and steals money from seniors like me. I am now out $180 for nothing. Insight appears part of the plot to steal scam ******** this time I am requesting a full refund. Please advise if you need any additional information.

  Business Response

  Date: 01/27/2025

  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 $158.89 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. 

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

• Initial Complaint

  Date:01/23/2025

  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.

  On January 15, 2025, Total AV Antivirus charged my Pay Pal account multiple times for renewal for antivirus subscription. Last year I paid $99.00 for yearly subscription.-My customer number is ********* -I never received any form of communication asking and or informing me about renewal fees. -All listed phone numbers are invalid.-Charged 3X for ********* ($39.00 ea.)-Charged 2X for Antivirus subscription ($198.00 & $119.00) see attached screen shot from my account dashboard.

  Business Response

  Date: 01/24/2025

  Hi *****, 

  Thank you for reaching out. 

  Upon reviewing your account, I can see a renewal reminder was sent to you on 2025-01-15, this email has been viewed by yourself. 

  I can confirm that your account has been fully cancelled and no further payments will be taken.
  
  The amount of $317.00 has been refunded. The refund should appear in your ****** account within the next ***** hours, however, this can take up to 5 working days. 

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

• Initial Complaint

  Date:01/18/2025

  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 tried to cancel my account and was told online that I needed to pay $16.95 to Unsubby located in ********* to send a letter to TotalAV requesting the cancellation. The letter was returned because the **** said there is no such company at this address. I want a refund of the $16.95 and the processing fee.

  Business Response

  Date: 01/20/2025

  Hi *****, 

  Thank you for contacting us.
  
  I can confirm that TotalAV does not charge customers to cancel their subscriptions, and no additional payments have been taken apart from the subscription fees.
  
  The refund of $9.95 is currently being processed. In most cases, it should appear in your account within 48 hours. However, please be aware that, depending on your bank, it may take up to 7 working days to reflect.
  
  If you need any further assistance, please feel free to get in touch.

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

• Initial Complaint

  Date:01/17/2025

  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.

  The anti-virus doesn't work on computer. They keep telling me to go to the help center and there is no answer to my problem there.I ask to talk to a person all keep getting is go the help center. I want a refund. I feel this is a scam

  Business Response

  Date: 01/20/2025

  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 $39.00 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. 

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********