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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

  • 737 total complaints in the last 3 years.
  • 254 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:02/01/2023

    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.
    Dear ***/*****,I wish to make a formal complaint about the service I have received. I have multiple times attempted to cancel my subscription and delete my account but the auto renewal feature kept occurring. I have just been charged 149 for something I believed I had cancelled. I'm after speaking to someone on the phone I have been informed a refund can take up to 7 days. In addition, the customer advisor attempted to force a cheaper deal even though I multiple times said I want a full refund. I am appalled that after attempting to cancel the subscription multiple times it kept getting renewed. I hope to hear from you promptly,Kind regards *******************************

    Business Response

    Date: 02/02/2023

    Hi ******,

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

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

    Kind regards,

    ****

  • Initial Complaint

    Date:02/01/2023

    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.
    This business took 119 dollars out of my PayPal account. I signed up for a 19 dollar subscription last year. The invoice said that I was to be billed 19 annually. Then I have 119 taken at renewal. I immediately contacted them and was put into a chat with a person who just kept trying to sell me their service. I told them I didn't want anything and wanted my money back. I had to be firm with them multiple times. They proceeded to tell me that they would cancel it and would send me a link to finalize my cancelation in order to get my money returned via my email. The "link" downloaded something on my computer which almost acts like a virus and it hasn't been acting right ever since. I still have had no money returned to me and have sent them several emails with no response. I have used many different anti-virus software in the past by big names and never have I had an issue like this! Very scam like in the way they conduct business and poor customer service. They do a bait and switch with their pricing. Not happy at all and I will never do business with them again.

    Business Response

    Date: 02/02/2023

    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.

    I am unfortunately unable to locate your account in our database using the email address provided with your review. Is there another email address the account could be under? Once I have this I can action a refund.

    Kind regards,

    ****

    Customer Answer

    Date: 02/04/2023

     
    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.

    It could be listed under *************************** but, both emails have been used for this. 

    Sincerely,

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

  • Initial Complaint

    Date:02/01/2023

    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 signed up for virus protection on a different phone months ago and upon receiving my new phone canceled the service and canceled the auto renew. Since then I have still been charged twice a month even after I have the email saying my auto renewal has been canceled. Furthermore I keep receiving emails saying that I have no coverage. This is absolutely asinine. It feels like a complete scam you've been charging me for months.

    Business Response

    Date: 02/06/2023

    Hi ******,

    According to our records your account has been cancelled and no further payments have been taken since then.

    Is it possible you have more than 1 account?

    Kind regards,

    *****

  • Initial Complaint

    Date:02/01/2023

    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.
    Called 1-13-2023 to cancel my subscription with Total AV. I made it clear I did not want there service and there to be no auto renew on 2-1-2023. Today I received a notice from my credit card company that I had been charged for a year's subscription. I chatted online with the ************* who tried to bride me into taking a subscription at a reduced rate. After an hour of telling the rep over and over I wanted a full refund to my card and did not want to have anything to do with there company any longer, I was told I had to wait 30 minutes and a link would be sent to my email to manage my subscription. I feel after contacting totalav twice and telling them in no uncertain terms did I want a subscription and to CANCEL said subscription and DO NOT renew ever I should never had to go thru such headache. This company is a scam in my book and does not deserve a 4/5 rating. They try to strong arm you into something you keep telling them NO too. Please drop there rating to 0 with a caution. I am working with my credit card company to dispute the charge.

    Business Response

    Date: 02/02/2023

    Hi ****,

    I am sorry to hear about your experience.

    I can see from your account that you have been issued a refund for the $119 charge. Please allow up to 48 hours for this to process, however in some cases this can take up to 7 days.

    Kind regards,

    ****

    Customer Answer

    Date: 02/04/2023

     
    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:01/31/2023

    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 have been charged for the past year by TotalAV for services that I do not want, I don't even know how I got this? I am charge $14.99/month. I have tried to figure out how to cancel, complain, stop payment, it's impossible! Finally I got an email saying that my "subscription" was flagged for non-payment because I shut off international purchases. I just want it to stop.

    Business Response

    Date: 02/02/2023

    Hi ****,

    I have fully cancelled your account, and unsubscribed you from emails.

    Kind regards,

    ****

  • Initial Complaint

    Date:01/31/2023

    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 received an offer from TOTALAV for security for my android phone. I use my **** card for the initial charge of $2.99on 12/31/2021.. I never received a email confirmation from them, or any email from them this entire time.I called my Chase **** to investigate. On 1/13/22 to 4/2022 they charged $8.99/mo. On 5/2022 they started charging$9.95 / mo., through December2022.This month the charge was $14.99, and this was when we inquired at Chase ****.I researched this company online and found that they scammed many people this way, Increasing the charges over time. Mastercard was able to credit our account the last charge ($14,99),but the total charges that I would like refunded total$118.55, I never activated this account, and never received a confirmatory email (or ANY notice of the progressively higher amounts being charged to my account.There are several complaints online including the ****** website, regarding this company's scam practices, and I want the money extracted from my account refunded.I also want them to delete my credit card information. Thank you.

    Business Response

    Date: 02/02/2023

    Hi ******,

    I can see from your account that both an order confirmation email and a renewal reminder email were sent to you, but have not been opened. Sometimes these are filtered into your spam folder by your email provider, so this may be why you haven't seen them.

    I have refunded two more payments for you on your account. Please allow up to 48 hours for these to process, however in some cases this can take up to 7 days. Please note, our 30-day money back guarantee means that other payments cannot be refunded.

    Kind regards,

    ****

  • Initial Complaint

    Date:01/30/2023

    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.
    Why are they taking money from me ,i did not jion them at all or ask for there services

    Business Response

    Date: 01/31/2023

    Hi *****,

    I have attempted to locate your account in our database, but I have been unable to. Can you please provide another possible email address that could be associated with the account?

    Kind regards,

    ****

    Customer Answer

    Date: 01/31/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    **************************
    Spalm034@,gmail.com
    Here is my bank no# referance in my acc at CIBC
    Jan 13 2023 301303046184
    Dec 13 2022 234703246764
    Nov 14 2022 231703298968
    These may of caused a nsf with my CIBC bank of $45 with my auto insurance and also a interruption which caused my phone access to be denied thru ****** I have made contact with TotalAV ,finaly found a ph number for them i didnt have the above info at the time , i have made CIBC aware what has happen ,they brought this all to my attention about 6 days agp when my ************ system notified me being ..... thank you for your time is there anything else you need ?

    Business Response

    Date: 02/06/2023

    Hi *****,

    I have cancelled your account under the email of - **************************

    A refund has also *** issued, please allow up to 48 hours for this to process however in some days this can take 7 days to complete.

    Kind regards,

    *****

  • Initial Complaint

    Date:01/30/2023

    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 cancelled my service with Total AV back in September. Then they kept charging my credit card for there service. I kept canceling and they kept charging my credit card. I jept refuting the charges. They didn't do what they say they are going to do. I spoke with a customer service representative and they only reverted one charge not all the charges from when i first cancelled their service.

    Business Response

    Date: 01/31/2023

    Hi ******,

    I can see from your account that it is now cancelled and no further payments will be taken. You have been issued a refund for another payment on your account. Please allow up to 48 hours for this to process.

    Kind regards,

    ****

  • Initial Complaint

    Date:01/28/2023

    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.
    Total AV are crooks, they have taken $159.00 out of my account without authorization. I tried calling them and got people from ***** that can't speak hardly any English. This stems from a one time payment I made to them by debit card for a years subscription for Virus software, that I cancelled within one month because it was total trash. It has been years since I had any dealing with them. They somehow used the old debit card number and my bank paid them. I have told my bank not to honor any requests for payments. After reading other complaints, can people not see that this company is nothing but crooks? Wake Up!

    Business Response

    Date: 01/31/2023

    Hi *******,

    Looking into your account I can see that there has been no request to cancel your subscription up until now.

    I have just cancelled your subscription for you and issued a refund of 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:01/28/2023

    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.
    After paying for a year 3 device subscription of Totalav., Including VPN. I have never received the Setvice. So I contacted the customer service department to correct this oversight. The customer service representative was rude and demanded the last 4 digits of the debit card number which he already had on file. Then demanded the Email address which I was looking up when he hung up on me.

    Business Response

    Date: 01/31/2023

    Hi *****,

    I can see from looking at your account that you have purchased our 'Unlimited Devices' addon when you initially signed up for our subscription. This is the extra charge that is attempting to be taken.

    Our agents require you to confirm the last 4 digits from your bank card, as well as your email address to ensure they are actioning the correct account, and to ensure you are the owner.

    I have refunded this amount for you. Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

    Kind regards,
    *****

    Customer Answer

    Date: 02/02/2023

    (The consumer indicated he/she ACCEPTED the response from the business.)
    Last 4 digits are 2289
    Email address *****************
    This is what you requested

    Business Response

    Date: 02/02/2023

    Business Response /* (1000, 5, 2023/01/31) */
    Hi *****,

    I can see from looking at your account that you have purchased our 'Unlimited Devices' addon when you initially signed up for our subscription. This is the extra charge that is attempting to be taken.

    Our agents require you to confirm the last 4 digits from your bank card, as well as your email address to ensure they are actioning the correct account, and to ensure you are the owner.

    I have refunded this amount for you. Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

    Kind regards,
    Ellis


    Consumer Response /* (2000, 7, 2023/02/02) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Last 4 digits are ****
    Email address *****************
    This is what you requested

    Business Response

    Date: 09/04/2024

    This complaint has marked as unresolved but the consumer "**************************" accepted that we had resolved the issue.

    A refund was issued in full the charge that was questions in the initial complaint.

    Please can we understand why this complaint has been marked as Unresolved?

    Kind regards,

    Customer Care Team

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