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:12/11/2024

  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 was getting MacAfee antivirus protection and instead somehow got Total AV antivirus. I did get ******* online. Yet somehow Total AV took money off my credit card for there services. I don't want there services. Sent me an email as well. I did not open it because I thought it was a virous of some sort. I called my ********** company. They won't do anything because they say it is a recurring charge. I didn't order the darn thing. It must have somehow popped up when I was doing the MacAfee transaction is all I can think of. Either way I don't want it and can't get a hold of anyone. I don't want to down load the app. to contact them. There is a scam here somewhere and I don't like how they do business. I have not downloaded their antivirus because I don't want it. What on earth do I do. I can't get ahold of anyone. They will ruin my credit with these recurring charges.

  Business Response

  Date: 12/13/2024

  Hi *****, 

  Thank you for reaching out.
  
  After reviewing your account, I can confirm that your subscription has been cancelled, and no further payments will be taken.
  
  A refund of $19.00 was processed on 12 December 2024. This should appear in your account within 48 hours but may take up to 7 working days to fully process.
  
  If you require any further assistance, please do not hesitate to contact us. 

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

• Initial Complaint

  Date:12/10/2024

  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 have been a customer of ************************ since 2020. Every year, they send me an email stating the new price for renewal but when I phone I always end up getting the promotional price of $19/ year. I have also declined the automatic renewal when my account was set up. My last payment was in June 2024 for one year and to expire in June 2025. Last week, TotalAv charged my **** $19.43. When I spoke to customer service (******) he said as per my contract I only paid for 6 months. I told him that firstly, I did not want an automatic payment charged to my ****. Secondly, I never had a 6 month contract, always an annual one. I told him to check the recording of my conversation with the person who took my last payment as they say our phone transactions are recorded. Thirdly, I told him I would never agree to $19/6 months since it will be more expensive than the $30+ year which they offered me and which I did not want to pay . Since we could not agree, I cancelled my account and requested for a refund of $19.43. He agreed and even sent me a letter confirming my cancellation. He signed the emailed as *** ********. A couple of days later, I got another charge of $19.43 on my ****. I called my bank right away and upon investigation, they told me that the charge was made with a magnetic strip meaning to say they had my card but my card was actually with me and was never lost. The bank agent concluded it was fraud and cancelled my card. I had wanted to complain to a TotalAv officer but all I could get was the customer service email. It was customer service that did the above so that would just be a waste of time. The timing is just terrible because I am without a credit card for 11 days during this season until my new one arrives.

  Business Response

  Date: 12/13/2024

  Hi *****,
  
  Thank you for reaching out.
  
  Upon reviewing your account, I can confirm that your subscription has been cancelled, and no further payments will be taken. A refund of $19.43 was processed on 8 December 2024.
  
  You originally had an annual subscription with discounts regularly applied to your account.
  
  Unfortunately, the payment for your subscription failed on 6 June 2024, and the transaction was unsuccessful. As a result, your subscription was amended to a bi-annual plan costing $49.00. This plan was renewed at $19.43 on 7 December 2024. However, this has since been cancelled and refunded.
  
  We have not taken any additional payments of $19.43 beyond the original charge on 7 December 2024.
  
  If you require further assistance, please do not hesitate to contact us.
  
  Warm regards,
  TotalAV ************* Team

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22669603
  
  I am rejecting this response because:

  I have been a subscriber of TotalAv since year  2020. Every year, I phone to speak to an agent to get my rate and pay for an annual service. I did the same thing last June and has had anti virus protection since. If my payment failed , dont you think  I would have been told immediately on the phone, or received an email regarding my failed transaction  , or my service discontinued? None of the above happened. Six months later, my credit card was charged the same amount of $19.43  because I was told I only paid for 6 months. This is a different explanation from your reply to my BBB complaint. At this point, Should I have at least received an email explaining the issue before charging my credit card. When I signed up I did not agree to an automatic renewal so I should not have been charged without my permission. The worst part of this problem, though, is that my bank told me that I was charged with a magnetic strip , meaning to say that it went through with my physical credit card. This was not possible because I did not go to your office to pay in person . Also, my card was with me and not lost so whoever charged my **** account did it in an illegal way. I would advise you to listen to my phone conversation when I paid last June and when I called to complain this December. They are recorded right?
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/02/2025

  Hi *****, 

  Thank you for your response.
  
  After a thorough review, I can confirm that an email was sent to you on 19 June 2024, informing you that the renewal attempt had failed. On the same day, another email was sent confirming that your subscription was switched to a 6-month plan. Additionally, a renewal confirmation email was sent to you on 7 December 2024. If these emails are not in your inbox, please check your Spam or Junk folder.
  
  I would also like to clarify that we do not process payments via magnetic strip, so this was not the method used for your payment. When you signed up for our services, you agreed to our terms and conditions, which include information about automatic renewals. These terms are provided to all customers prior to purchase, and we encourage reviewing them carefully.
  
  Your subscription has now been fully cancelled, and no further payments will be taken.
  

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

   

   

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22669603
  
  I am rejecting this response because: the response is full of untrue statements. 

  I did not receive an email on June 19 that renewal had failed, I did not receive an email of subscription switched to a 6 month plan and I did not receive the email on December 7, 2024. If payment did indeed fail, why did I have anti-virus protection for the next 6 months? Your company does not give service without payment. I find it rather suspicious that I did not receive all 3 emails. From the time I had your service in 2020, I have always received a yearly email reminder to renew my subscription. 

  It was my **** card bank that informed me of The Use of the magnetic strip for payment to TOTALAV and for this reason, they cancelled my card. How can you argue with that?

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

  Business Response

  Date: 02/10/2025

  Hi *****, 

  Thank you for your response. 

  Our system confirms that these emails were sent to your registered email address. Please check your spam or junk folders in case they were misdirected.
  
  Additionally, I can confirm that your subscription has been canceled, and no further payments will be taken.
  
  For clarification, TotalAV does not process payments via magnetic strip as we do not have access to your physical card, I am unable to confirm why your bank provided you with this information but this is not a true statement. 

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

   

• Initial Complaint

  Date:12/10/2024

  Type:Billing 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.

  Was charged for services that I didn't authorize,didn't have any clue what it was until I went and looked online

  Business Response

  Date: 12/12/2024

  Hi *******, 

  Thank you for reaching out. 

  Regrettably, we are having trouble locating a TotalAV account linked with the details 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 ******
  
  If you paid using Apple Pay, please provide the 'Apple Pay last four digits'. To access this, open the Wallet app, tap the card used to pay, tap the information button. You'll then see 'Card Number', scroll down to 'Apple Pay' (above Billing Address). 
  If you set up your subscription via the Apple App Store or ****** Play Store, you will need to manage the subscription directly within the relevant app store or by contacting the app store provider. 
  
  Please note that without this information, we will not be able to assist with any account or payment queries. 

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

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  The Company has refunded all monies back to my ****** account.  They have deleted the account they have on file, even though there's no way they have had said account on file for almost a year as I just opened it.  But they resolved the issue accordingly and I  thank you.
  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:12/10/2024

  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.

  Transaction date was November 18, 2024 in the amount of $11.99 and the vendor is **************************** Not only do I not want this service, but I do not recall ordering it. I went through this same ordeal with them back on March 5, 2024, but at that time it was charged to my **************** card and this time the charge is on my **** card. today, after an online chat and two different phone calls to ****************************, I have been told that they cancelled my service, but will not refund the $11.99 because I did not contact them within 14-days. I told them that I am very upset with **************************** and that they are stealing my money.

  Business Response

  Date: 12/12/2024

  Hi *****, 

  Thank you for reaching out. 

  Upon reviewing your account, I can see you originally purchased a subscription to Antivirus Pro on 2024-10-18 for the initial cost of $1.99, as per our terms and conditions this subscription renewed monthly at the original cost of $11.99. 

  As we did not receive any correspondence from you until the 2024.12.10, we are unable to process a refund as your request falls outside our 14 day 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.

  I can confirm the auto renewal has been disabled and no further payments will be taken. Your protection will end on 2024-12-18. 

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

   

• Initial Complaint

  Date:12/10/2024

  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.

  For months this company has bee double/triple/quadruple charging me for services I have never received. I have tried to cancel and speak with someone, including filing claims via ****** where the charges continue to occur, but NO resolution. They are stealing money from people and I've been charged hundreds of dollars!! I DO NOT have the money and it is negatively impacting my ability to pay my REAL bills! Please HELP

  Business Response

  Date: 12/12/2024

  Hi ******, 

  Thank you for reaching out.
  
  Upon reviewing your account, I can see that you initially purchased a monthly subscription to Antivirus Pro on 16 September 2024 for $1.99. You also opted for some optional add-ons, including Safe Browsing (VPN) for $38.95 and Total Password for $38.96. This subscription was cancelled by you on 3 November 2024.
  
  On 2 November 2024, you purchased another monthly subscription for $1.99, which was subsequently upgraded to an annual subscription for an additional $39.00. You also selected optional add-ons, including Unlimited Devices for $38.98, Safe Browsing (VPN) for $38.95, and Total Password for $38.96.
  
  I have now disabled the auto-renewal on your annual subscription, and no further payments will be taken. Your protection will remain active until 2 November 2025.

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

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

   

   

• Initial Complaint

  Date:12/09/2024

  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.

  TOTAL AV is harrassing me! I Do NOT Want their "ad-blocking" services!! I wish to be left alone. Total AV is the ad I WISH TO BLOCK.Total AV pop-*** are unrelenting!! First up, when I open my desk top, a pop up that extends across the screen, bottom, about 1/4 of the screen. Then, each and every time I open a new link, a pop-up on the upper right corner. Frequently, a shimmering/dancing pop-up.Twice, Total AV sent me an email demanding that I complete my credit card info!Too-many-to-count times: I wrote to Total AV telling them I would _never_ use their product, and to cease and desist with the pop-***.Total AV is a TOTAL SCAM. Please please please leave me alone!!

  Business Response

  Date: 12/10/2024

  Hi *******, 

  Thank you for reaching out. 

  I can confirm all subscriptions have been cancelled and no further payments will be taken. 

  To eliminate any pop-**** please uninstall the application. 

  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. 

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

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22661685
  
  I am rejecting this response because: 

  Weels agp I removed the TotalAV app, and extension.

  My apps and programs currently do not show either a TotalAV app or an extension.  

  I am old.  Not tech savvy, to say the least.

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

  Business Response

  Date: 12/18/2024

  Hi *******, 

  Thank you for your response. 

  Our system indicates that this is installed on your browser. Please follow the below steps to uninstall the extension: 

  1. Open your browser and access the extension menu. This can often be found by clicking on the three-dot menu icon in the top-right corner of your browser.
  
  2. Scroll down to Extensions and select Manage Extension 
  
  3. In the menu, locate 'Total Adblock.' 
  
  4. From the context menu that appears, select 'Remove' or 'Uninstall.' This action will remove the extension from your browser.
  
  By following these steps, you should be able to successfully remove the extension and eliminate the pop-*** you've been encountering.
  

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

• Initial Complaint

  Date:12/09/2024

  Type:Billing 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.

  Two computer services in the same corporation or company or group have been milking my bank account through ****** without my knowledge or consent. These computer services that have been billing me separately are called: TOTAL AV -- (Total Antivirus *************** Trans ID -- ***************** $ ***** Total charged monthly: $1.99 on Aug 17, 2024 $9.95 on Sept 17, 2024 through Nov 17, 2024 TOTAL ADBLOCK -- ****** Trans ID -- ***************** $121.65 Total Charged, in monthly increments: $ 1.99 on Jan 24, 2024 $ 9.95 from Feb 25, 2024 through July 24, 2024 $ ***** from Aug 24, 2024 through Nov 24, 2024 To my knowledge the only personal information that these accounts have, and used are my email address: ******************** and FIRST NAME: Cjjgillis or Cjjgillis2

  Business Response

  Date: 12/10/2024

  Hi *******, 

  Thank you for contacting us.
  
  I can confirm that your TotalAV subscription has been cancelled, and a refund of $29.85 was processed on 9 December 2024.
  
  Additionally, your Total Adblock subscription has also been cancelled, with a refund of $44.97 processed on the same date.
  
  If you require any further assistance, please do not hesitate to get in touch.

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

  Customer Answer

  Date: 12/10/2024

  My complaint against TOTAL ADBLOCK is RESOLVED. I received three payments of $9.95, which refunded all but the Look-See charge of $1.99 which might have started the account.

• Initial Complaint

  Date:12/05/2024

  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.

  delayed support *********** real ********** a few days, I requested a refund which wasn't easy.the chat bot and chat suppose-able human chat person would not just issue a refund. they kept trying to delay.after 22+ minutes of begging for a refund the proved a link for requesting a refund.the link took another 5 minutes.finally got an email saying they issued a ********** its just a matter of it coming through on the **

  Business Response

  Date: 12/06/2024

  Hi, 

  Thank you for reaching out. 

  I can see your subscription has been cancelled and no further payments will be taken. A refund of $19.00 was processed on 2024-11-05, this would have been reflected in your account within 48 hours but could have taken up to 7 working days to process fully. 

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

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

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22515660
  
  I am rejecting this response because: It doesn't speak to the difficulty and al the time it took to get the refund.  Read around the internet, there are others like me and there are those who feel your business operations are very close to a scam.

  Your "Money-Back Guarantee - No questions asked" isn't true! Twenty plus minutes of questions.
  

  Sincerely,
  
  *. *****

  Business Response

  Date: 12/19/2024

  Hi, 

  Thank you for your response. 

  I apologise for the delay. Since a refund has already been processed, no further action is required on your account.

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

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22515660
  
  I am rejecting this response because: it was the arduous time consuming tactics you employed and all the repeat request to finally get the "prompt" refund. Your business practices are not above board nor are they reasonable!

  This is warning for others. I don't need to be glad handed. I positive was after jumping through all your bad business practices and finally getting my "no questions asked" refund.
  
  Sincerely,
  
  *. *****

• Initial Complaint

  Date:12/04/2024

  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.

  This is the worst avg security I have ever seen it actually did nothing to help with security on my android

  Business Response

  Date: 12/06/2024

  Hi *********, 

  Thank you for reaching out. 

  Could you provide more details about the issues youre experiencing with TotalAV?
  
  Upon reviewing your account, it appears that you havent set a password yet. To access the paid features, please complete the sign-up process.

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

• Initial Complaint

  Date:12/03/2024

  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.

  Just want BBB to be aware that Totalav makes it impossible to cancel once you've signed on with them. They say you can call, but you never have the option to speak with anyone. They continue to refer you back to their "help page" which is NO help. Finally had to cancel my card so they couldn't scam any more money out of me. I locked my accounts as well.

  Business Response

  Date: 12/05/2024

  Hi *****, 

  Thank you for reaching out. 

  I can confirm your subscription has been cancelled and no further payments will be taken. 
  
  The refund of $9.95 is currently underway. Typically, it should be reflected 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. 

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