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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:12/31/2024

    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.
    Total AV is harassing me and threatening me at least 5 times a day by texting my phone telling me how someone is stealing all my information and I must pay them to stop many viruses they say I have , I have my own protection and I have no virus, I have blocked them many times does no good all they are is scammers, I am going to be forced to go to the feds and have them stopped from harassing me

    Business Response

    Date: 01/02/2025

    Hi *****, 

    Thank you for reaching out. 

    I am unable to locate an account with the details you have provided. Could you please provide us with a screenshot of the messages you are receiving? 

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

     

  • Initial Complaint

    Date:12/30/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for a yearly subscription for TotalAV and their add-on products in March 2024. I have also been being charged monthly started in Feb. 2024 at $9.95 and has increased to $14.99 with the last auto-payment being charged Dec. 22. I've tried numerous times to reach out via email as directed as I didn't know why I was being charged the additional monthly charge. In December I accessed their website and CANCELLED my yearly subscription and their add-ons. Each item showed the amount being charged and I was able to cancel and stop auto-pay. However I was NOT able to locate the $14.99 monthly charge so I could properly resolve that monthly issue. I am left with no other option than to file a compliant here to see if they can properly resolve.

    Business Response

    Date: 01/02/2025

    Hi *****, 

    Thank you for reaching out. 

    Upon reviewing your account, I can see your monthly subscription has been cancelled and a refund of $124.70 was processed on 2025-01-02, this will be reflected in your ****** account within 24 hours but may take up to 5 working days to process fully. 

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

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

    Customer Answer

    Date: 01/02/2025

     
    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:12/28/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    12.26.23 I downloaded total av antivirus for $19.00. There is no way to cancel this. Total Av has no **************** phone number They have no online account. They have renewed my subscription for $119.00 . I don't have an account number or anyway of managing this account. I want to cancel and recieved a refund.

    Business Response

    Date: 01/02/2025

    Hi *****, 

    Thank you for getting in touch.

    I can confirm that your subscription has been cancelled, and no further payments will be taken. Additionally, the payment of $119.00 was unsuccessful, and no other payments have been processed.

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

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

    Customer Answer

    Date: 01/02/2025

     
    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:12/26/2024

    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.
    In October of 2024, total av, a service that I used to use, decided to charge me additionally for the forthcoming year $119 without letting me know this. I have since been going back and forth with them and request of getting that money refunded and they refuse to do so as they took it out of my ****** account. I had to close that bank account and cancel that debit card and now they say they refuse to issue the refund because that card has been canceled. This is totally not right. All I'm asking is for a simple refund of my money for a service that I did not want, did not authorize a payment for, and do not use at this point. In fact I do not even have a total AV account.

    Business Response

    Date: 01/02/2025

    Hi *****, 

    Thank you for reaching out. 

    Thank you for your email.

    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.

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

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

  • Initial Complaint

    Date:12/23/2024

    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 found out that the online security service provided by Total AV, which I had considered but did not purchase was charged to my credit card, because I got an email informing me that the service had been renewed. I never purchased it, I never downloaded it, I never asked for it to be renewed.. Attempting to call "customer service" is a nightmare. You cannot reach a human, and go through an online "customer service" chat which gives you another phone number and a ticket number. I called the other phone number, which insisted that I got through the process of giving control of my laptop -- which I did not intend for this service -- to this company so that they could prepare and submit my refund. Why did they need access to my laptop to do what needed to be done to give my a refund of the services I didn't purhase. The whole process was very suspicious and very strange, and I kept informing the person who said they were in customer service of this and that I didn't like what was going on, and he kept insisting that that's what they do when a customer wants a refund. All of this is just crazy and scary, I'd say even fraudulent.. Again, why did their servicer need access to my laptop to provide me with my refund? At one point he directed to a "refund form" (that looked like someone created it on their computer, not a professionaly prepared form), which among other informatioon asked for my age and my bank name, which I refused to provide. Why is that needed? I have gotten refunds from other service providers right to the credit card the service was charged to. My refusal to provide this information got the "customer service" person really angry. The "customer service" person got belligerant and nasty and called me a bad woman and that no one would help me. I hung up. I don't trust what went on and I think my laptop was infiltrated in the process of their bogus need to "help me get my refund."

    Business Response

    Date: 01/02/2025

    Hi *****, 

    Thank you for reaching out. 

    Upon reviewing your account, I can confirm that you initially purchased a subscription to our ************************* on 17 February 2024 for an initial payment of $39.00. The auto-renewal on your account has been disabled, ensuring that no further payments will be taken. Your protection is scheduled to expire on 17 February 2025.

    At this time, I do not see any recent renewal of your subscription. To assist further, I have sent you a direct email requesting additional details to help us locate these payments. Please check your Spam or Junk folder if you do not see this email in your inbox.

    Additionally, I must clarify that the call you described was not with TotalAV. We have not requested access to your device or any personal details. Unfortunately, it seems you may have been targeted by a scam. Please remain vigilant and review your bank statements for any unauthorised payments. If you notice anything suspicious, contact your bank immediately for assistance.

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

  • Initial Complaint

    Date:12/22/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The business is Total AV out of the *************. I don't know if you can do anything about it, since they are not in the **, other than warn people about them. They are a total SCAM!!!I have cancelled my account and they say my account is cancelled yet they continue to change my credit card. They say my account is cancelled and they will send a confirming email, but the email never arrives. There is no contact information on their site. I keep cancelling and they keep charging my card. I have removed my card from their site, but they still charge me.

    Business Response

    Date: 12/23/2024

    Hi ******, 

    Thank you for reaching out. 

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

     The refund of $49.00 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.

    Please do not hesitate to reach out if you require any further assistance. 

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

    Customer Answer

    Date: 12/23/2024

     
    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:12/20/2024

    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.
    TOTALAV has become too big for their own good. Pricing an ********** for $19.00 but operating out of the ** has been a BIG issue. No 800%. No ChatBot. Every reply is a new person and there is no continuity. They will not respond to specific query as if you were complaining for the first time. I have about 12 emails into them. Had to shut down 2 credit cards since they kept charging $159 on a $19 service plan. Good going, but they do not know how cool our US Credit Card System is. Then finally they send me the $19 invoice. I put the Credit Card in, and the charge goes thru last week. My CC shows it. My online alert shows it. They denied they charged it and received it. I put a 2nd credit card to let them charge it, trusting their word. They charge it a 2nd time. 24 hours later the services is shut down on my computer. No responses to my emails on what happened to the 1st charge of $19.00 and then the 2nd charge of the $19.00. Awaiting Credit Card Statements to see what has finally transpired and in the meantime, I am not sure if I should go with Norton or McAfee or BitDefender or Avast or 5 other providers. This stuff is commodity business now, and it should NOT cost more than $10 to $20 per year for 3 to 5 computers at home.

    Business Response

    Date: 12/23/2024

    Hi ***,

    Thank you for reaching out.

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

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

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

  • Initial Complaint

    Date:12/20/2024

    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.
    Keeps charging the bank via a bogus ****** account ( Bank account owner is my mother, 81 years old , no computer and only a flip phone). Called them, the refunded one month then continued charging. Disputed the charges with her bank, they refunded those charges. She is STILL be charged!!! Total dishonest and outright crooked business.

    Business Response

    Date: 12/23/2024

    Hello *****,

    In order to divulge any information or take any action on the account, we will require proof of Power of Attorney. Please send a digital image of the original or certified copy.

    Can you also please provide the following information so we can locate the account:

    - Email address registered with the account
    - First line of the address and postcode/zipcode
    - Full name registered on the account
    - Last 4 numbers on the payment card and the payment date ********** was used, please provide the ****** email address)

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

  • Initial Complaint

    Date:12/15/2024

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company is scamming old people. They keep charging my grandmothers credit card despite us canceling the subscription. They also keep sending spam marketing alerts to her phone despite us unsubscribing and attempting to block them.

    Business Response

    Date: 12/17/2024

    Hello Max,

    In order to divulge any information or take any action on the account, we will require proof of Power of Attorney. Please send a digital image of the original or certified copy.

    Can you also please provide the following information so we can locate the account:

    - Email address registered with the account
    - First line of the address and postcode/zipcode
    - Full name registered on the account
    - Last 4 numbers on the payment card and the payment date ********** was used, please provide the ****** email address)

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

  • Initial Complaint

    Date:12/13/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought total AV antivirus program for my phone perhaps a couple months ago. I uninstalled the app off my phone. I was charged $9.95 on 12/12/24. I then went to try and cancel my account so I could not be billed again. As I see it on total AV there is no place for you to access your account that is working on their web site. To in fact cancel out the recurring payments. I would like if possible for you to help me cancel out my account and get the company Total AV antivirus to stop trying to bill me. Since in fact as a comsumer have no access to stop the billing myself.

    Business Response

    Date: 12/16/2024

    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 reach out. 

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

Total AV Antivirus is NOT a BBB Accredited Business.

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