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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

  • 745 total complaints in the last 3 years.
  • 263 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:12/01/2024

    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 found fraudulent charges on my elderly mother's credit card in Nov 24 totaling $159.87 from Total AV. She has an annual subscription from July 2024, that we did not knowingly request, but she is receiving the same charges repeatedly. We want this account closed and the charges refunded.

    Business Response

    Date: 12/03/2024

    Hi *****, 

    Thank you for reaching out. 

    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. 

    Customer Answer

    Date: 12/04/2024

     
    Complaint: 22624159

    I am rejecting this response because:  I will put my mother on this message any time you want, either by email or phone.  I do not need a power of attorney.  For the rest of your questions:

    Her Name: ******** F. ****

    Email used: ******************************

    She has a subscription in effect until July 2025 and you charged her again for the same service in November and December.  If you give us a date and time to call we will do that and you can talk to her in person.

    Sincerely,

    ***** ****

    Business Response

    Date: 12/18/2024

    Hi *****, 

    Thank you for your response. 

    We have contacted the account holder directly, as we are unable to discuss this account with you without a valid Power of Attorney.

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

    Customer Answer

    Date: 12/30/2024

     
    Complaint: 22624159

    I am rejecting this response because: This response is being sent jointly from ***** & ******** ****.  These charges in Oct & Nov 24 were made fraudulently as there was an existing annual subscription from July 2024, with another annual subscription added in Oct 24 and again in Nov 24.  We did not request this service and do not agree to the charges, although we understand that the July account is too late to cancel.  All of these charges in Oct-Nov have been reversed so we consider this complaint closed as long as the account is closed as requested.

    Sincerely,

    ***** **** and ******** F. ****

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

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

    Business Response

    Date: 02/05/2025

    Hi *****, 

    Thank you for reaching out. 

    I can confirm the accounts have been fully cancelled, we are unable to provide any further information. 

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

  • Initial Complaint

    Date:12/01/2024

    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.
    id like a refund as there is no way to even get ahold of this company if there is an issue no email or live chat to even contact them and there site says they have a 30 day money back guarantee Money-Back Guarantee Our money-back guarantee is our way of showing you that we stand behind our services and are confident in their quality.All Total Security subscriptions benefit from a money-back guarantee, allowing you to experience the full benefit of the service prior to fully committing.

    Business Response

    Date: 12/03/2024

    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 $19.00 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: 12/03/2024

     
    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:11/27/2024

    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.
    TotalAV Total Security, has attempted to deduct funds on 10/26 an 11/6. My bank wouldnt allow the charges to proceed due to fradulence. I dont recall ever getting this service but in order to cancel it I had to form a new password. I was issued a new card from bank and once I used the card through cash app TotalAv attempted to deduct money once again. I attempted to cancel the service; however it says its cancelled and days later its only disabled. I do not want their service or their attempts to charge my financial institution. I cant use cash app because they utilizing my card number.

    Business Response

    Date: 11/29/2024

    Hi ********, 

    Thank you for reaching out.

     I see that you originally purchased a subscription to Antivirus Pro on October 20, 2023, for an initial cost of $19.00. This subscription was set to renew on October 20, 2024, and you were sent an email confirmation 30 days prior to the renewal date.

     I can confirm that your subscription has been fully cancelled, and no further payments will be charged.

     If you need any further assistance, please dont hesitate to contact us.

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

     

  • Initial Complaint

    Date:11/25/2024

    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 product screwed up my desktop PC. The recurring charges are to much for a flawed product. I canceled recurring charges but they still want me to buy in. I find the product flawed. I have worked to get my Desktop back in normal running condition but it has been a job. I just don't want their product. I want to be taken off their site. It's like pulling teeth to do that. They have tried to charge my bank $119 more then once and I have told the bank to reject it. All I want is to stop the foolishness and get me off. No money or anything I just do not want or trust their product. Their product is hardly worth the trial price.

    Business Response

    Date: 11/26/2024

    Hi *******, 

    Thank you for reaching out. 

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

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

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

    Customer Answer

    Date: 11/26/2024

     
    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:11/22/2024

    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.
    Cancelled service in May 2024 and received an email confirmation that my credit card would not be used again. November 2, 2024 they billed my husbands credit card (same card as mine) for $99.00. I emailed TotalAV again and requested they cancel my husband's account as we did not need duplicate coverage. My husband is 84 and does not remember opening an account. Weve been jumping through hoops trying to get everything cancelled. Today their email stated I must confirm my details and complete this process in order to fulfill my request. Click here to access that takes me to their online site. They are not specific on where to go onsite or what to complete! Im done, I have had my credit card company block TotalAV from accessing my credit card ever again. How can this company stay in business with such horrible customer service???? Bottom line - I do not want any further contact with this company!!

    Business Response

    Date: 11/26/2024

    Hi *******, 

    Thank you for reaching out. 

    Unfortunately, we are unable to discuss your husband's account with you. Please ask the account holder to contact us directly if they wish to discuss the account further.

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

    Customer Answer

    Date: 11/26/2024

     
    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.
    Case closed. 
    This company forces you to jump through their countless hoops trying to cancel an account.   I feel their process is unethical!!  At ages 85 and 82, TotalAV has caused us endless hours of stress. Cancelling an account should be a short, straight-forward process!  I finally reached a live human that tried to talk us into keeping our two accounts open.  I told him NO and insisted he close both accounts.  ************************ is supposed to send my husband an email confirmation that the account is closed. 
    Sincerely,

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

  • Initial Complaint

    Date:11/22/2024

    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 ordered one product and somehow was charged for three additional products. i found out about it and called i had not downloaded the product but because i was outside of the 14 day period they would not refund my money

    Business Response

    Date: 11/27/2024

    Hi ********, 

    Thank you for reaching out. 

    I can confirm the additional services have been cancelled and I have processed a refund of $77.93, this should be reflected in your ****** account within ***** hours but could take up to 5 working days to process fully. 

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

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

  • Initial Complaint

    Date:11/22/2024

    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.
    These people keep taking out $14.99 a month out of my check my social security check I looked them up got the address there's quite a few different things a big office company that has lots of luxury office it says it's antivirus total AV antivirus which I have nothing to do with I don't know why this keeps coming in I keep trying to stop it but my bank keeps telling me well cancel your card and get another one I've done about that about 17 times and it's not helping every month this happens I'm tired of these places getting into my account I have ************************* Norton Protection my bank watches out for it I watch my bank account every day on my phone and these guys pop up once a month with a few other places that I have which is ************************************************************************************* **** service that got $ $22.79 now the last one is a new one but when I looked it up it says the shop is closed but it has a phone number ************ that service has two other phone numbers ********* **************** if you could help me please I don't know if you can help me get my money back or whatever you can do if nothing else put the word out about these people and shut them down thank you

    Business Response

    Date: 11/26/2024

    Hi ******, 

    Thank you for reaching out. 

    After reviewing your account, I see that you initially subscribed to Antivirus Pro on February 13, 2024, at a starting cost of $1.99. The subscription then renewed monthly at $9.95 until August 14, 2024, when the rate increased to $14.99, as outlined in our terms and conditions.

    I can confirm that your subscription has been fully canceled, and no further charges will be made. A refund of $14.99 has been processed, which should appear in your account within 48 hours. However, please note that it may take up to 7 business days for the refund to be fully processed.

    If you need any further assistance, please dont hesitate to contact us.

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

  • Initial Complaint

    Date:11/17/2024

    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.
    My wife **** **********-****** bought their service for her IPhone. The charge was $9.99. They charged this for five months and then changing it to $14.99 without notice. At this point any refund is secondary. When she called them they were busy and did a call back including repeated text from someone named ****. He had us download Total AVs app and then basically attacked our computer and bank account though the download. Total AV is a highly suspect company and people need to be careful using their services. I feel they are using their app to collect data and private information.

    Business Response

    Date: 11/18/2024

    Hi *******, 

    Thank you for reaching out. 

    Unfortunately, as you are not the account holder, we are unable to discuss your wife's account with you.

    If your wife needs assistance, we kindly ask that she contact us directly, and we will be more than happy to help her.

    Alternatively, if you hold a valid Power of Attorney document, please provide it, and we will gladly review it to assist further.

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

     

  • Initial Complaint

    Date:11/13/2024

    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.
    Ordered TotalAV antivirsus. Sent a cancellation.Then they put you in a loop. Can'understand how *** *********: cancellation of Total Antivirus on this date . [241107-MVHIB29]Yahoo /Inbox *********************************** ******************************** From:*********************************** To:******************************* Wed, Nov 6 at 9:28 p.m.Thank you for contacting TotalAV. If you have a cancellation enquiry, please refer to the cancellation section in our *********** for further assistance.Further help downloading and installing our software can be found by clicking here.If you require further assistance, Please get in touch with us by clicking this ************************************** ******************************** From:*********************************** To:******************************* Wed, Nov 6 at 9:28 p.m.Thank you for contacting TotalAV. If you have a cancellation enquiry, please refer to the cancellation section in our *********** for further assistance.Further help downloading and installing our software can be found by clicking here.If you require further assistance, Please get in touch with us by clicking this Link.Forgot your password? Click here to request a password *************************************** ******************************** From:*********************************** To:******************************* Wed, Nov 6 at 9:28 p.m.Thank you for contacting TotalAV. If you have a cancellation enquiry, please refer to the cancellation section in our *********** for further assistance.Further help downloading and installing our software can be found by clicking here.If you require further assistance, Please get in touch with us by clicking this Link.Forgot your password? Click here to request a password reset.

    Business Response

    Date: 11/15/2024

    Hi *****, 

    Thank you for reaching out. 

    I can confirm the auto renewal has been disabled and no further payments will be taken. Your protection will end on 2024-12-05. 

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

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

  • Initial Complaint

    Date:11/11/2024

    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.
    I have tried to cancel Total AV from my computer. Even though it looks like all have been cancelled, I keep getting popups that my subscription is expired. The only option they give me is to spend money and renew. All; I want is to completely cancel and stop the annoying tabs that open every time I access my browser. I am attaching a screenprint of the tab that opens every time I access my browser

    Business Response

    Date: 11/12/2024

    Hi *****, 

    Thank you for reaching out. 

    Upon reviewing your account, I can see your subscription has been fully cancelled and no further payments will be taken. 

    The reason you are experiencing pop-*** is that the Total Adblock extension is still installed in your browser. To address this issue, please follow these steps:

    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.

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

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

    Customer Answer

    Date: 11/12/2024

     
    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,

    ***** ******

Total AV Antivirus is NOT a BBB Accredited Business.

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