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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

  • 744 total complaints in the last 3 years.
  • 262 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:04/06/2023

    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.
    Will NOT cancel my account. I have emailed and filled out the cancelation forms, but they will not cancel. I also have a charge for $23 I'd like refunded, as I did not sign up for additional services.

    Business Response

    Date: 04/07/2023

    Hi ********, 

    I hope this email finds you well. 

    Upon checking your account I can see that your account has already been cancelled and no further payments will be taken.

    I have processed a refund of $23.00 for the additional service purchased. The refund can take up to 48 hours to appear in your account but can take up to 7 days depending on your bank, so please do not worry if it takes slightly longer. 

    Please let us know if there is anything else you need help with.

    Kind regards,
    Roo 

  • Initial Complaint

    Date:04/06/2023

    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 seventeen times in the last five months for this service. Many duplicate and triplicate charges. In less than six months, Have been charged $443.92 fro this service, many duplicate and triplicate charges. I have made several attempts to cancel this service. I am 86 years old, and technology is hard to keep up with. This blatant scam should have criminal charges for this company. Please refund my total amount of $443.92, and never charge me again.

    Business Response

    Date: 08/21/2023

    Hi *****,
    Thank you for contacting TotalAV today regarding your subscription. 
    I can see that you have not provided us with an email address, we will need your sign up email address to locate your account so that I can help you further with the charges you are seeing and your cancellation request. 
    Thank you,
    - TotalAV ************* Team

  • Initial Complaint

    Date:04/05/2023

    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.
    I purchased a one year subscription in April 2022 and attempted to cancel before my renewal in April 2023. I was improperly charged $119. I contacted them in 2022 and was told I was canceled. I was very surprised to be charged again. It is impossible online and you cannot cancel without speaking to them. When I spoke to an agent they kept saying they would send me a link within a half hour. After 45 minutes I went back to have another online chat and was told it takes an hour. I kept getting bounced to different people on chat and couldnt get a straight answer. Then they attempted to tell me I received the cancel email. I didnt. It wasnt until I told them I felt they were intentionally preventing me from canceling and that I had no option to escalate this matter to my bank they immediately I was told I would be refunded in *********************************************************** real time. This companys business practices unethical and they are defrauding people.

    Business Response

    Date: 04/06/2023

    Hi *******,

    I hope that this email finds you well.

    We have reviewed your account in it's entirety and want to start of by letting you know that your account has already been previously cancelled. I have unsubscribed you from our marketing emails to ensure you will not hear from us via email in the future.

    With regards to the cancellation link, I can see in our system how this was sent to you twice by our customer support team after your live chat interactions and the email was opened both times, but not actioned the way that we advised - meaning your account was not cancelled and was left active. 

    I trust that this resolves your complaint, but please let us know if there is anything else that we can help you with.

    Kind regards,
    *******************
    Senior **************** Representative

  • Initial Complaint

    Date:04/05/2023

    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.
    Good Evening,my complaint is as follows. I asked for the cancelation of this service 2 years ago. I was offered other services that I refused and again asked for the refund of their service.I Haven't used it for 2 years. I asked for the cancelation twice already and they refuse to do so always offering other services.I'm owed 121,77 + 170,97 on a service I don't have and that they refused to cancel.I want full refund.

    Business Response

    Date: 04/06/2023

    Hi *******,

    I hope this email finds you well.

    Upon checking the account, I can see that you requested for your account to be cancelled on 25th February 2022, the day after your renewal date. We responded to your email, offering additional services for you to stay free of charge. As we did not hear back from you, we assumed you were happy with the changes that were applied to your account. I can also see that the service was actively being used up until October 2022. Unfortunately, we are unable to refund the renewal fee of ****** as this is outside of our 30 day Money-Back Guarantee policy. I can also see that a renewal reminder was sent to your email 30 days prior to the renewal date and was opened.

    I can confirm that I have cancelled the Antivirus PRO subscription and refunded the most recent charge of ******. Please allow up to 48 hours for this to process, it can however take up to 7 days depending on your bank. So please don't worry if it takes slightly longer.

    I trust that this resolves your complaint, but please let us know if there is anything else that we can help you with.

    Kind regards,

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

    Senior **************** Representative

  • Initial Complaint

    Date:04/04/2023

    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.
     
    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,

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

    Business Response

    Date: 04/05/2023

    Hi *******,

    I hope this email finds you well.

    Upon checking your account, I can see that there were multiple attempts to charge your account of $119.00 to renew your Antivirus PRO subscription.

    This would have showed up on your account as a pending charge, as we were never able to take payment. Due to not being able to renew your account successfully, a discount was applied to continue your services to ensure that your Android device was not left **************************.

    A charge of $23.80 was successful for the renewal of your services, however, this has now been refunded back to you via your Mastercard. Please allow up to 48 hours for this to process, it can however take up to 7 days depending on your bank. So please don't worry if it takes slightly longer.

    We have also cancelled your subscription, so no more further payments will be taken. 

    I trust that this resolves your complaint, but please let us know if there is anything else that we can help you with.

    Kind regards,

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

    Senior **************** Representative

  • Initial Complaint

    Date:03/29/2023

    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.
     
    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,

    ***** ****

    Business Response

    Date: 03/31/2023

    Hi *****,

    We apologize if there has been some confusion regarding the charges to your account. All customers receive an introductory discount upon sign up for antivirus protection, either on a monthly or annual subscription. To ensure our customers devices continue to stay protected, all services automatically renew. The introductory discount does not apply to the renewal payment and all renewals are charged at the regular rate. We send an email giving notice of this occurrence. We advise all customers that if you wish to cancel your account, please do not simply uninstall your software, you need to contact us in order to cancel the account.

    I can confirm your account has now been cancelled and no further payments will be taken.
    A refund has also been issued for the last payment taken.
    Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

    Kind regards,

    *****

  • Initial Complaint

    Date:03/29/2023

    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.
     
    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,

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

    Business Response

    Date: 03/30/2023

    Hi ****,

    We are sorry to hear about your experience. I can see from your account that the Total Adblock subscription was purchased through an iOS device on 23rd January 2022. Our services are controlled by the user or anyone that has access to the device; we do not have any control over your own device purchases. Unfortunately we unable to refund you for the year's service due to our terms and conditions and banks not allowing transactions older than six months (180 days). However, as a goodwill gesture, I will refund the last 3 months of your subscription. This will come through as 3 separate refunds, but will total $29.85. Please allow up to 7 working days for this refund to process. I have also fully cancelled your account and can assure you that no further payments will be taken. 

    Kind regards,

    ****

  • Initial Complaint

    Date:03/28/2023

    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.
     
    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,

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

    Business Response

    Date: 03/29/2023

    Hi *******,

    I can see that your account has now been cancelled and a refund has been issued.

    Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

    Kind regards,

    *****

  • Initial Complaint

    Date:03/27/2023

    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 charged ****** for total AV witch I did not authorize. I filed a dispute with PayPal, they said it was not a fraudulent transaction. I want a refund.

    Business Response

    Date: 03/28/2023

    Hi *******,

    We are sorry to hear that our software has not met your expectation. All customers receive an introductory discount upon sign up for antivirus protection, either on a monthly or annual subscription. To ensure our customers devices continue to stay protected, all services automatically renew. The introductory discount does not apply to the renewal payment and all renewals are charged at the regular rate. We send an email giving notice of this occurrence.

    I can confirm that your account has been fully cancelled and no further payments will be taken. I have issued you a refund for the latest charge on your account. Please allow up to 48 hours for this to process, however in some cases this can take up to 7 days. 

    Kind regards,

    ****


  • Initial Complaint

    Date:03/27/2023

    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.
    This company tried to run an unauthorized payment for $119.00 dollars through my ********** account. ***** declined the transaction as fraudulent and canceled my debit card. When they couldn't collect, they went through my PayPal account and charged my *********** card. If it had been authorized, why would they grab from two different sources. I currently have MacAfee why would I need two antivirus company that do the same thing. I contacted PayPal about the incident and they in return said to contact total av. I went to their website where they charge $30.00 dollars to cancel service. ************** ... I have notified their billing department and have not heard back.Sincerely,****************************

    Business Response

    Date: 03/29/2023

    Hi ****,

    Please note we do not require a fee to be paid to cancel our service. If you are on a website that is stating this then this is likely a scam website and not one of our own.

    I can confirm your account has now been cancelled and no further payments will be taken.
    A refund has also been issued for the last payment taken.
    Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

    Kind regards,

    *****

Total AV Antivirus is NOT a BBB Accredited Business.

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