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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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/14/2025

    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 immediatly cancelled this service as I was unable to download it to my computer. I am at my wits end since I seem to be getting absolute zero help and I have all the supporting doc to show that I want it cancelled. This company has no customer service number. I was instructed to send an email to their billing address, which I did. with no resolution. they keep telling me to go to the website and cancel my subsription, however there is not cancel option. only that they are telling me I wont auto renew in 2026. However, I do not want the service at all which i clearly have stated. I am getting nowhere with ******, ive put in 2 disputes. I am not sure if they think that im disputing the renewal amount. my account is still showing this charge and i have not received any supporting document that i will be refunded.

    Business Response

    Date: 05/15/2025

    Hello *****, 

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

    Kind regards, 
    TotalAV ************* Team 

    Customer Answer

    Date: 05/15/2025

     
    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:05/13/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for an app that advertised a charge of $4.99 and am now being charged $14.99. I unsubscribed April and there still charging me. There is no contact number only an email.

    Business Response

    Date: 05/15/2025

    Hello ****, 

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

    Kind regards, 
    TotalAV ************* Team 

  • Initial Complaint

    Date:05/12/2025

    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 contacted Total AV as a customer of Kaspersky anti-virus package. I allowed them access to my computer and now my computer is corrupted.They also asked me for $1500 at which a point I hung up.

    Business Response

    Date: 05/15/2025

    Hello ****-****, 

    Were sorry to hear about the misleading communication youve experienced. Unfortunately, in this industry we are aware of opportunistic scams where our company name and others, is falsely used in emails, phone calls, or other communications. These scams often claim that a users protection is expiring or that they must pay for technical support or virus removal. Their primary goal is to deceive users, expose them to fraudulent activity, and potentially cause financial harm.

    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 any potential financial harm.

    We take these matters very seriously and are constantly working to protect our customers from fraudulent activities. If you have received any suspicious communication, please attach or forward it to us so we can investigate further.

    Thank you for bringing this to our attention. Were here to support you and ensure your experience with TotalAV is safe and secure.

    Kind regards, 
    TotalAV, Customer Experience Team 

  • Initial Complaint

    Date:05/12/2025

    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 was attempting to purchase TotalAV antivirus software using ******. Immediately after providing my payment information, TotalAV attempted to charge the subscription fee to all credit cards connected to my ****** account. The customer service **** are scam artist asking for unnecessary information and requesting remote access to my computer.This company should be investigated from fraudulent practices.

    Business Response

    Date: 05/15/2025

    Hello

    Were sorry to hear about the misleading communication youve experienced. Unfortunately, we are aware of opportunistic scams where our company name is falsely used in emails, phone calls, or other communications. These scams often claim that a users protection is expiring or that they must pay for technical support or virus removal. Their primary goal is to deceive users, expose them to fraudulent activity, and potentially cause financial harm.

    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 any potential financial harm.

    We take these matters very seriously and are constantly working to protect our customers from fraudulent activities. If you have received any suspicious communication, please attach or forward it to us so we can investigate further.

    Thank you for bringing this to our attention. Were here to support you and ensure your experience with TotalAV is safe and secure.

    Kind regards, 
    TotalAV Customer Experience Team 

    Customer Answer

    Date: 05/15/2025

     
    Complaint: 23319348

    I am rejecting this response because:

    My complaint is not in relation to a phishing scam using the TotalAV name. I went to the vendors website ***************************************** attempting to purchase the software licenses from them directly using my ****** account.

    Immediately after providing the payment information using ****** is when charges from TotalAV were attempted on every credit card I had on file with ******. 

    I immediately contacted my banks and shut all the cards that were affected. I removed them from ****** and closed my ****** account. 

    When attempting to contact their customer service team via the web interface is when I started receiving phone calls from TotalAV. I say calls because there were multiple calls for different area codes each claim to be a support staff. They initially acted as if they were trying to address my problem before attempting to convince me that my computer system is compromised and that I need to grant them access to my system to resolve the issue.

    If this is not our right a scam their practices are predatory at best and after this experience and find similar stories online I have no trust in this company, its parent company or any of its subsidiaries.

    Similar story online from reddit.
    ************************************************************************************************************************

    Sincerely,

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

    Business Response

    Date: 06/02/2025

    Hi ******, 

    Thank you for reaching out. 

    When you make a payment using ******* youre authorising ****** to process that payment on your behalf using any of the funding sources you have linked to your ****** account such as your bank account, debit card, or credit card.

    This means that ****** has permission to attempt a transaction using the cards stored in your ****** wallet, even if you didnt directly select a specific card during the checkout process. If the primary payment method fails or is unavailable, ****** may attempt the charge using another card or account in your wallet to ensure the transaction is completed.

    We understand that this may be unexpected if you werent aware of how ******* authorisation process works, but please rest assured that this is a standard and legitimate feature of ******* service. It does not indicate any kind of scam or unauthorised access rather, it is part of the terms and functionality you agree to when using ****** for your transactions.

    If you have concerns about which payment method was used, we recommend logging into your ****** account and checking the transaction details. This will show you exactly how the payment was processed and which funding source was used.

    Kind regards, 

    TotalAV, Customer Experience Team 

     

    Customer Answer

    Date: 06/06/2025

     
    Complaint: 23319348

    I am rejecting this response because:

    These were simultaneously charges on cards that had valid funds. 

    secondly, when attempting to clarify with TotalAV staff they proceeded to tell my that my computer is compromised and that they need me to allow them remote access at once. 

    I feel the company is following bad practices and I will not be using their products or any products from it parent company. 

    Sincerely,

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

  • Initial Complaint

    Date:05/12/2025

    Type:Order 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.
    Started getting emails from Total AV that I needed to subscribe to their services or I would lose access to my photos and other information in the "cloud". I subscribed, paying $19.00 through ****** for a one year subscription. I have been trying to download and have been very unsuccessful. I have tried to find a way to find a way to contact support but haven't been successful there, either. Now I am receiving daily messages that my photos and documents in my storage will be deleted. I no longer want this service.

    Business Response

    Date: 05/13/2025

    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,
    Total Drive Customer Experience Team

    Customer Answer

    Date: 05/13/2025

     
    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:05/12/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid total av for amnual subscription. They charge my account weekly 9.95. I canceled subscription but they still charge my account. I'd like to be refunded ***** for overcharges

    Business Response

    Date: 05/15/2025

    Hello *****,

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

    Kind regards, 
    TotalAV ************* Team 

  • Initial Complaint

    Date:05/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They keep trying to to take money from me an I dont even know who they are I want them to stop I dont have account I never have an I never applied for anything through them can u please make them stop I am glad my car is locked all the time or they would have gotten the money but they did not get any money at all thanks tho make them stop trying to take my money or I will sue them u have great day thanks again they tried twice I couldnt show you the other transaction tho my phone is broken so I only have the first one waiting on new phone now if I get my new phone before this is resolved Ill send u other transaction thanks again god bless u all

    Business Response

    Date: 05/15/2025

    Hi *****,

    Thank you for your email.

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

    This is usually a result of the account being registered on a different email address in our system. In order for us to locate your account, please provide as much as the following information as possible:-

    - Email address used to sign up with us 
    - Name on the card used to make payment
    - 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 - **************
    ** - *************
    AU - 1-800-491-730
    INT - +************** - Please note phones are English speaking only

    Kind regards,
    TotalAV, Customer Experience Team

  • Initial Complaint

    Date:05/10/2025

    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 cancelled my subscription in December. But, they still took money out of my credit card in January and February.I had to lock my card they're still trying to charge my card. I'm not receiving any service and I want it to stop.

    Business Response

    Date: 05/15/2025

    Hello *********, 

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

    Kind regards, 
    TotalAV ************* Team 

  • Initial Complaint

    Date:05/09/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In April of 2024, I had issues getting into my Total Security Account using my password. I wanted to change my account and deduct devices I no longer had. There was no phone number to call, just an e-mail. As I waited, $209.00 came out of my checking account on May 2, 2024. I tried all year to get in contact with someone. I recieved an e-mail in March 2025, I replied. No Response back. I did not recieve another e-mail until after it happened again on May 2, 2025 for $209.00. My bank locked my account, and alerted me because they knew what happened the year before and had trouble with TOTAL AV / Total Security extracting money out of members accounts with out permission and payment amounts different than agreed upon. I finally got both accounts with ********************** AV cancelled, but on May 5th, they tried to extract both $38.98 and $99 off the same bank card I had to close. My bank put Total AV on a consumer list for fraud. They consistently change the banking info in order to extract from members. They are now blocked. I would like the $209.00 they took out of my account in May of 2024. It's all concerning, because they continued their fraud after a class action lawsuit. I loved the product, but not the theft. Thank you!

    Business Response

    Date: 05/15/2025

    Hello *****,

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

    Kind regards, 
    TotalAV, ************* Team 

  • Initial Complaint

    Date:05/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Every time I run Total AV all I get is that it's trying to enable the software but it just keeps spinning.

    Business Response

    Date: 05/12/2025

    Hello ******, 

    Thank you for reaching out to ***

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

    Kind regards,
    TotalAV Customer Experience Team

Total AV Antivirus is NOT a BBB Accredited Business.

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

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