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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

  • 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:01/14/2025

    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.
    OCT. 3, 2024 $99.00 $14.99 NOV 4, 2024 $14.99 Dec. 2 $39.00 Jan 7, 2025 $14.99 Jan 9, 2025 $14.99

    Business Response

    Date: 01/16/2025

    Hi ********, 

    Thank you for reaching out. 

    Could you please provide us with more details on your issue? 

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

  • Initial Complaint

    Date:01/12/2025

    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.
    Continued charging me in Nov, Dec, and now Jan even though I requested cancellation as far back as late October

    Business Response

    Date: 01/13/2025

    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 $29.89 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. 

    Please let me know if there is anything else I can help you with.

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

  • Initial Complaint

    Date:01/11/2025

    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.
    On 01/04/2025 I was charged by TotalAV $159 for a yearly service of anti-virus software, that they stated was an added on. I assure it that it was not, as I am the sole user of our only laptop & rarely utilize it. According to TotalAV I have 30 days to request a refund, that is. if you can find out how to get a refund. Support or help is difficult to find & it is buried deep within the website. I was able to speak with a customer *** (thru online chat) about the request on multiple occasions. This is time consuming as it takes a considerable amount of time for a response & when you get one, they close out the chat immediately if you take more than a few seconds. Anyway, support sends me a link to complete the request. The link is bogus & there is not any other way to request a refund, as I tried- ***eatedly.

    Business Response

    Date: 01/13/2025

    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 $155.00 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. 

    Customer Answer

    Date: 01/17/2025

     
    Complaint: 22798530

    As of 01/17/2025, I have not received the refund

    Sincerely,

    ****** ***********

    Business Response

    Date: 01/28/2025

    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 regard,
    TotalAV, ************* team. 

  • Initial Complaint

    Date:01/10/2025

    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.
    My bank called me regarding a withdrawal from my account and asked if I authorized this charge. I said "NO". I then looked up the phone number for TotalAV. I called them the first *** I talked with uung up on me twice. The 2nd *** said that they would refund my money plus 6 months worth of charges that I was still being charged. Then the ***s told me that his Sir ******* will call me back within 5 minutes. He did, he then was telling me that the charges where coming out of my bank account but it wasn't the correct card number. He said that I would have to go to ********* to the *** and cancel it that they were not able to cancel it on there end. He stayed on the phone with me and told me to put 1219 in and another set of number and that would cancel it. Instead it took $1219 out of my bank account. I went to my ******** where I talked with the branch manager ****. He said that they would refund my first amount of $99.00, but they would not refund or do anything about the $1219. The *** feom TotalAV called back as I was in ****** office and **** ***** him. The *** said that it was taking longer and that he would call me back within the hour. Still no call back. I called the local police department and filed report. Please help me!

    Business Response

    Date: 01/13/2025

    Hi *******, 

    Thank you for reaching out. 

    We are sorry to hear that you have experienced misleading phone calls. Unfortunately, we are aware of opportunistic scams in which our company name is falsely used to mislead individuals. These scams often claim that a users protection is expiring or that they must pay for technical support or virus removal. Their goal is to deceive users, expose them to fraudulent activity, and potentially cause financial harm.

    Please rest assured that we never request payments for customer support, ask for full card details, or make unsolicited phone calls. If you suspect a scam, we strongly encourage you to contact us directly for verification. Additionally, if you believe you have fallen victim to such scams, we recommend contacting your bank immediately for further assistance, as we are unable to control the actions of scammers.

    Unfortunately, we are unable to locate an account with the details you have provided, if you feel you may have an account with ************************, please provide the following details so that we can locate this for you: 

    - Email address used to sign up with us (not ***********************************************************************)
    - 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:01/10/2025

    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 requested a refund on Jan 2 , site refund would be processed in 3 to 5 business day. I contacted site 3x and still no response. thanks *****

    Business Response

    Date: 01/13/2025

    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 let me know if there is anything else I can help you with.

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

  • Initial Complaint

    Date:01/09/2025

    Type:Customer Service 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 January 9, 2025, Total AV customer service to help put back in an ********************** program which stop working. I e-mailed them and they sent me a program to download, and it did not work. I call Total AV customer service number ************ they try to charge me to put in a program which I thought was unreasonable they hung-up on me when I said I had no money his name was ****. I called back and got someone else he said he would help me, he asked me how much money I had in my bank account and to open up my bank account so he could see how much i had in my bank account. All i am asking for from Total AV is to give me what I am paying for. I have been with the company from 2020 to 2025 to fix my program the service I pay for.

    Business Response

    Date: 01/13/2025

    Hi ******, 

    Thank you for reaching out.

    After reviewing your account, I can confirm that we have not contacted you by phone. We would never request payment over the phone or ask about your financial details. This call was not made by TotalAV. Please stay vigilant and avoid sharing personal information with untrusted individuals.

    Regarding your issue, I can see that we reached out to you today, requesting screenshots of the error message you received. Kindly check your spam and junk folders for this communication and ensure you respond with the requested information.

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

    Customer Answer

    Date: 01/13/2025

     
    Complaint: 22790135

    I am rejecting this response because: I have not received a requesting screenshots of the error messages on my computer. I reach out three times by email and told them what was on my screen still no help they sent me a download did not work so I fix the problem myself.

    Sincerely,

    ****** ******

    Business Response

    Date: 01/23/2025

    Hi ******, 

    Thank you for your response. 

    Please check your Spam and Junk mail for this email as we do require a screenshot of the error message you are seeing, so we can assist you further. Alternatively, please provide us with a screenshot of the error message you are seeing on this platform. 

    You can also find instructions on how to download and install TotalAV at the following link: *************************************************************************************************

    Additionally, I can see you advised one of our agents that you already had an antivirus Installed on your device, in order for ************************ to work, you will need to uninstall the old Antivirus. 

    It is possible that other antivirus software vendors may detect our software as a false positive or PUP (potentially unwanted program) due to their own algorithms and definitions. Due to how our software works (as well as any antivirus) it is not uncommon for it to be detected as a problem, as it is powerful software.

    As part of the best practices, we recommend that users install our software from a clean installation of their operating system before they install any other software. We also recommend only running our antivirus by itself as multiple antiviruses working on one system can cause issues, ranging from slow performance to the operating system crashing.

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

    Customer Answer

    Date: 02/07/2025

     
    Complaint: 22790135

    I am rejecting this response because:they said it was not them i also gave the phone # to those i call online total av and things are still then same with my computer if not worse no help

    Sincerely,

    ****** ******

    Business Response

    Date: 03/04/2025

    Hi ******,

    Thank you for your response.

    We are aware of a fake phone number circulating online, where someone is impersonating TotalAV, requesting access to customers' devices and asking for payments. We are currently investigating this issue, but in the meantime, we strongly advise that you do not call this number, as it is not affiliated with TotalAV support.

    Please rest assured that TotalAV is a legitimate company, and we want to reassure you of the following:

    - 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.

    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: **********************************************************************************

    Regarding your subscription, it appears that your recent payment has failed, and your account is at risk of being suspended. As a gesture of goodwill, I have applied a 50% discount to your account. If you would like to continue your services, a payment will be required.

    Kind regards,
    TotalAV Customer Experience Team

    Customer Answer

    Date: 03/07/2025

     
    Complaint: 22790135

    I am rejecting this response because:for the same problem

    Sincerely,

    ****** ******

    Business Response

    Date: 03/25/2025

    Hi ******, 

    Thank you for your response. 

    Our support team has been reached out to you directly, please check you spam and junk folder for this email. 

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

  • Initial Complaint

    Date:01/05/2025

    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.
    Subscription cancelation charged twice as reflected on ****** acct. Document *********** tel# (totalav)to complain.

    Business Response

    Date: 01/09/2025

    Hi *******,
    Thank you for contacting TotalAV today via the BBB portal.
    Firstly, I want to say that I have fully investigated your account and have read your complaint in depth.
    From the screenshot that you have provided us of your ****** statement, the charges you are disputing are not from us.
    We are not 'Single Click Solutions' - We are TotalAV.
    The only charge from TotalAV on your statement that I can see from your screenshot is a sign up fee for $1.99.
    Thank you,
    TotalAV ************* Team.

    Customer Answer

    Date: 01/09/2025

     
    Complaint: 22770876

    I am rejecting this response because:

    Upon further checking with my ****** acct they are connected and it is not authorized.



    Sincerely,

    ******* ***

    Business Response

    Date: 01/23/2025

    Hi *******, 

    Thank you for reaching out. 

    Please be advised that we have no association with Single Click Solutions and are unable to assist you with these charges.

    We recommend researching the company, **********************, and contacting them directly regarding any unauthorized payments.

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

  • Initial Complaint

    Date:01/05/2025

    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.
    I canceled this service 2 months ago and got notified that it would be canceled.. You are still taking my money out of my ****** account. You make it very difficult to cancel.

    Business Response

    Date: 01/09/2025

    Hi Don,

    Thank you for contacting TotalAV via the BBB portal today.

    Please be advised that the automatic renewal of your TotalAV & Scanguard accounts has been disabled, meaning the services will not renew, and you will no longer be charged.

    Many thanks,

    TotalAV ************* Team

  • Initial Complaint

    Date:01/02/2025

    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.
    I have had nothing but a headache with Total AV. Even though I called the company and asked if *** had an account (which I knew I didnt), they still collected $159.72 CAD from my account over the course of a year. The dates were all over the map as were the amounts they took. I am so fed up. I had to finally change my bank account. Stay away! Absolute headache.

    Business Response

    Date: 01/03/2025

    Hi *****, 

    Thank you for reaching out. 

    Regrettably, we are having trouble locating a TotalAV account linked to your email address.

    This is usually a result of the account being registered on a different email address in our system. 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:01/01/2025

    Type:Customer Service 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 billed $159.00 on 01/01/2025. I do not know anything about this company and have never used this company as far as I am aware. I have Norton on my computer.

    Business Response

    Date: 01/03/2025

    Hi *****, 

    Thank you for reaching out. 

    Regrettably, we are having trouble locating a TotalAV account linked with your email address.

    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. 

Total AV Antivirus is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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