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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

  • 741 total complaints in the last 3 years.
  • 257 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:05/25/2025

    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.
    I have been charged for an anti-virus subscription that I never signed up for. There was an automatic renewal charge of $129 that was debited from my account through ******. I've had no correspondence in my email account for an entire year.

    Business Response

    Date: 06/02/2025

    Hi ********, 

    Thank you for reaching out to us. 

    Our team has reached out to you directly, please check both your spam and inbox. 

    Kind regards, 

    TotalAV, Customer Experience Team.

  • Initial Complaint

    Date:05/24/2025

    Type:Billing 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.
    $9.95 automatically debited from my checking account 2/15/25, 3/15/25, 4/15/25 & 5/15/25. Did not subscribe to Total AV & can't communicate with them about this. No way to get in touch with them to settle this. Poor customer service.

    Business Response

    Date: 06/02/2025

    Hi *****, 

    Thank you for your email.

    Regrettably, we are having trouble locating a paid active TotalAV account.

    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 (not ****************************)
    - Name on the card used to make payment
    - First 6 digits and last 4 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. 

    It may be quicker and easier to have this discussion over the phone on one of the following numbers

    US - ************
    UK - *************
    AU - 1-800-952-291
    INT - +1-************ - Please note phones are English speaking only

    Kind regards,
    TotalAV, Customer Experience Team

    Customer Answer

    Date: 06/04/2025

     
    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:05/23/2025

    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 TotalAv Protection has been charging my ****** account for months and will not cancel after several attempts. Through calling them and chatting with an online agent. Ive asked for a refund of ****** and was told they needed to install a refund form to my computer in order to issue a refund. Please help.

    Business Response

    Date: 06/02/2025

    Hi, 

    I hope this email finds you well.

    We understand your concerns regarding the phone number you found online and the interaction that followed. Unfortunately, there are impersonators who post fraudulent contact details online to deceive users into engaging with them. While we actively work to report and remove these listings and raise awareness, these numbers are hosted on third-party platforms beyond our direct control. Our team continues to report such incidents, but ultimately, the responsibility for removal lies with the website's host, where the content appears, which has been proven challenging at times.

    Please rest assured that TotalAV is a legitimate company and that we:

    - 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.
    - Never ask you to install any software to grant us access to your device.

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

    If you believe you may have fallen victim to such a scam, we recommend contacting your bank immediately to secure your account and prevent potential financial harm.

    We take these matters very seriously and are constantly working to protect our customers from fraudulent activities. Please provide us with the steps and links to where you located this information so we can pass it on to the relevant team for them to investigate.

    Regarding the charges youve mentioned, please check your inbox or spam inbox as our team has reached out to you directly. 

    Please let us know if there is anything else we can help with. 

    Kind regards, 

    TotalAV, Customer Experience Team 

  • Initial Complaint

    Date:05/21/2025

    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 have been looking into fixing my credit and eliminating unnecessary bills. Upon a detailed account of my withdrawals I see that a company called Totalav has been taking deductions from me since May 2024. The charges started out as $9.95/month ( there are four transactions with this amount) and have gone up to $14.99/month ( there are nine transactions with this amount). I called their customer service line and they cannot find an account under my email address which hasn't changed in over 8 yrs and they don't recognize my debit card which I have had for over 1 yr. This does not make any sense to me and they asked me to send a screen shot of the transactions to ************************************* I called back to speak to someone to ensure it was received and the agent tried to rush me off the phone and told me to wait 24-48hrs. I am not happy with the poor customer service and I am uncomfortable with how they have managed to be deducting money from me without my consent and can't find an account but are taking money. I am not convinced it will be resolved and felt going through BBB would be a better solution. If someone could assist as I would like a FULL refund for all of the funds deducted. Thank you

    Business Response

    Date: 05/22/2025

    Hi Sasha,

    Thank you for your email.

    Regrettably, we are having trouble locating a TotalAV account linked with your ****************************** 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 (not ******************************)
    - Name on the card used to make payment
    - First 6 digits and last 4 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. 

    Kind regards,
    TotalAV, Customer Experience Team

    Customer Answer

    Date: 05/23/2025

     
    Complaint: 23361050

    I am rejecting this response because: They cant locate the account under my name they have Charges out of my account since last year and the only way you can find an account for me is by an email you cant find or a debit card that Ive had for over a year I did not sign up through ***** or the App Store. I dont have an android so it wouldnt be ****** play store. Im not buying that you cant find an account under someones name I sent them a screenshot of screenshot of the charges. Clearly it says total AV so no, Im not accepting this response

    Sincerely,

    ***** ******

    Business Response

    Date: 06/02/2025

    Hi Sasha,

    Thank you for reaching out.

    Regrettably, we do not have a TotalAV account on our system 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 (not ******************************)
    - Name on the card used to make payment
    - First 6 digits and last 4 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 ******

    Please note that without this information, we will not be able to assist with any account or payment queries. 

    Kind regards,
    TotalAV, Customer Experience Team

    Customer Answer

    Date: 06/04/2025

     
    Complaint: 23361050

    I am rejecting this response because: I didnt sign up for total AV and regardless there are multiple charges from my account and I highly doubt an email address is the only way to find an account. I am not accepting this response 

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:05/21/2025

    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.
    Totalav is still trying to charge my card for service I canx a year ago. **** has disputed the charges since I had already canx.

    Business Response

    Date: 05/22/2025

    Hello Maire, 

    Thank you for reaching out to us. 

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV Customer Experience Team

    Customer Answer

    Date: 05/23/2025

     
    Complaint: 23360581

    I am rejecting this response because:

    Sincerely,

    ***** ******. They never attempted to contact me except to tell me that they are still trying to charge my card

    Business Response

    Date: 06/02/2025

    Hi *****, 

    I can confirm your account is fully cancelled and no further payments will be taken. 

    Please let us know if there is anything else we can help with. 

    Kind regards, 

    TotalAV, Customer Experience Team

  • Initial Complaint

    Date:05/19/2025

    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.
    (NOTE: Written by **** ********* *************) on ********* behalf; see below for explanation about ********* dementia..)In March and April several charges were made for a program that was never installed on ********* phone or computer. We see that last year she was charged $19 for a years subscription which renewed this year with two additional add-on programs totaling hundreds of dollars. ******* has dementia and does not remember doing this nor does she have any need for the product. When we recently detected the charges the company said we are past the 30 day or 14 day period and could not get a refund. We think this is unfair given ********* mental state and that the company (Total AV) should give at least a partial or prorated refund.

    Business Response

    Date: 05/22/2025

    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 (If ****** was used, please provide the ****** email address)

    Kind regards,

    TotalAV, Customer Experience Team

  • Initial Complaint

    Date:05/19/2025

    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.
    There was an unauthorized charge on my credit card statement dated 4/20/2025.I have not requested nor ordered any service from this company.

    Business Response

    Date: 05/22/2025

    Hello ****, 

    Thank you for reaching out to us. 

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV Customer Experience Team

  • Initial Complaint

    Date:05/19/2025

    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.
    Im trying to get a refund of the product I had to download a program so they can get on my computer to send me the refund to access my bank account.

    Business Response

    Date: 05/22/2025

    Hello *******, 

    Thank you for reaching out to us. 

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV Customer Experience Team

  • Initial Complaint

    Date:05/19/2025

    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 am writing to express my concern regarding continued charges on my account, despite the fact that I unsubscribed a long time ago. I did not authorize any recent payments, and I consider these charges to be completely unacceptable.If this issue is not resolved immediately and the unauthorized billing continues, I will be forced to take further action, which may include reporting the matter to the authorities or pursuing legal action.Please confirm that my subscription is fully cancelled and that no further charges will be made. I also request a full refund for the unauthorized payments.I expect a prompt response.

    Business Response

    Date: 05/22/2025

    Hello, 

    Thank you for reaching out to us. 

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV Customer Experience Team

  • Initial Complaint

    Date:05/16/2025

    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.
    Auto billed at 500% mark-up from prior year. 30 minutes spent getting to a live customer service rep. ******** appropriate refund. Auto billed for 500% within 24 hours. Spent another 30 minutes to reach customer service. Requested card be removed from system. Response was as follows.Hi ****,I hope this email finds you well.I can confirm your card has now been removed from your preferred payment method. The changes may take up to 24 hours to appear on your billing dashboard.Regrettably, we cannot remove your ****** information from the system due to the initial agreement established between us and them. However, I can confirm that your account's auto-renewal has been disabled, and no additional payments will be deducted. If you wish to cancel the agreement between us and ******, kindly reach out to them directly.Please let us know if there is anything else we can help with.Kind regards,***** ****** **************** Representative I expect ANY business on the planet to comply with my request to remove my card. If I can add a card at any time, I should be able to remove my card at any time. This practice was pioneered by ********* and this still hasn't been regulated by 2025. This is a disgraceful practice and it needs to end.

    Business Response

    Date: 05/22/2025

    Hello ****,

    Thank you for reaching out to us. 

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV Customer Experience Team

    Customer Answer

    Date: 05/22/2025

     
    Complaint: 23337396

    I am rejecting this response because:

    Sincerely,

    **** ******

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