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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:01/27/2023

    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 bought an antivirus Total AV in 2019 at a discounted price. Since then, they have been renewing automatically my suscription and increasing the prices, without my approval. I already asked them in 2021 to can cel my suscriptiona nd they ignored me. They charged me again in december 2022 for an even higher price. I sent emails back and forth until they finally agreed to cancel the automatic renewal for december 2023, but they are ignoring my requests about terminanting the service right away and reimburse me my money

    Business Response

    Date: 01/31/2023

    Hi *******,

    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 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:01/24/2023

    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.
    I have tried 3 times to cancel my subscription and they are still charging my credit card every month. The only way that I can contact them is by live chat. The last person I chatted with basically refused to cancel my subscription until I absolutely insisted. He told me that I would receive an email with instructions on how to cancel and I never received an email. That was January 6 2023. They are still charging my credit card.

    Business Response

    Date: 02/01/2023

    Business Response /* (1000, 5, 2023/01/25) */
    Hi *********

    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,
    Ellis


    Consumer Response /* (2000, 7, 2023/01/31) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:01/24/2023

    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.
    BEWARE OF TOTALAV customer service and their auto-withdrawal practices and REFUND SCAMS!!!! They withdrew $203 out of my acct which was unauthorized, after weeks of going back and forth they agreed to refund the full $203, however the refund was only $189, they refuse to correct this, insisting that their refund was $99, $59 & $45 for each product refunded which totals $203, only it was not, the refunds were $99, $45 & $45. I checked with my bank and they confirmed the refunds were in fact $99, $45 & $45 for a total refund of $189.
    I sent them a screenshot of the refunds and a screenshot from my banks email directly from the banks website proving this and all they do is mock me in emails saying I am correct in understanding the refunds were $99, $59 & $45 for a total refund of $203... this company has major PROBLEMS with customer service and certainly CAN NOT BE TRUSTED with auto-payments. I have all the proof in emails to prove this. The other problem is they lie about what you will be charged, they say one thing, then charge you 10x that amount and then when your totally caught off guard with a huge withdrawal they start saying the last charge was just an extension of services or a gift. I'm not the only one with these issues and I will be putting my message and proof on TikTok and Youtube with influencers that I know to get my message to the public. PLEASE BEWARE OF TOTALAV....
    Date of experience: January 02, 2023

    Business Response

    Date: 01/25/2023

    Business Response /* (1000, 6, 2023/01/25) */
    Hi******,

    I can confirm that the entire refund, including the missing $14 has been refunded to your account. Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

    I have also cancelled your account so that no further payments will be taken.

    Kind Regards,
    Ellis


    Consumer Response /* (2000, 7, 2023/01/25) */
    TotalAV has now refunded the amount they owed me from the unauthorized wihtdrawal.

    I have since revoked their auto-withdrawal as they seem to just help themselves and I'm not going through this again.

    Thank You!

  • Initial Complaint

    Date:01/23/2023

    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 once downloaded the app. Not realizing it was a scam. They keep changing me almost 200 dollars constantly. The computer that I have has no longer able to connect to the internet. And is offline but I still keep getting charges that could relate to a felony. From this company. I never paid for it and now I constantly being charged and having trouble just staying a float in the economy. Being charged from this company again I will be filling a lawsuit against this company when I get enough money... I have never used it's services never acted like a real company kept saying I had a virus and if I pay them they would get rid of it... You can't cancel something you've never used but somehow charged you insane amounts of money. When I already have one for several years. HotSpot Shield that gets my money monthly for 13 to 14 dollars. Not over 200 do absolutely nothing this company is a complete scam.... I am being charged over and over again for a computer that I never ever use. I do all online communication and banking digitally and I have various other things that don't seem to help me. I am very low income person. I would never pay that amount ever.

    Business Response

    Date: 01/24/2023

    Hi ****,

    I have unsubscribed you from any further communications from TotalAV.

    Kind regards,

    ****

  • Initial Complaint

    Date:01/23/2023

    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.
    The service was canceled and received confirmation from service provider it was canceled. My account was debited months afterward without my authorization. The service has not been on my devices for months.

    Business Response

    Date: 01/24/2023

    Hi *******,

    I am sorry to hear about your experience. 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. I have also fully cancelled your account and can assure you that no further payments will be taken.

    Kind regards,

    ****

  • Initial Complaint

    Date:01/23/2023

    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.
    I canceled my account with total AV last year but they took money from my account, I complained to them and they refunded me the money. Once again they have taken 149 from my account on 14 January 2023 and I can not contact them to get it refunded ..... I managed to talk to an agent on their on line chat who said he would email me a direct link to their account department but he never did ..... now I cant contact them at all

    Business Response

    Date: 01/24/2023

    Hi *******,

    I am sorry to hear about your experience. I can see from your account that a refund was previously issued, but this failed. I have reissued this refund to you and it should appear in your PayPal account in 48 hours, but sometimes it can take up to 7 days so don't worry if it takes slightly longer.

    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:01/21/2023

    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 a paying customer of ********************** AV's anti-virus software for over a year now. The anti-virus scan seemed to work well enough, although it never detected an actual virus on my laptop or phone, which is a good thing as long as ther never actually were any viruses. But recently I paid for the *** add-on. After paying for the add-on, I tried to use the *** service, and no matter what I try, it tells me "There is an issue with your *** credentials. Please try again." Then I look for the customer service number, which they don't have clearly posted anywhere on their website. You actually have to go into one of the FAQs and read through it to find a number to call. The website seems like it was made in the year **** and never updated. It provides nothing helpful except making it extremely easy to pay for additional services. I feel it's a scam. Then I call the customer service number and press the extension for tech support, which just brings you to a recording that tells you to email them. So I called the number again and press the extension for billing. This time I get a representative eventually. He ends up telling me that I need to look through the FAQs and troubleshooting steps and complete all steps before anyone will help me. Only AFTER completing these should I then send an email to them to get help. Because there is literally no phone line where you can reach tech support. It's crazy that they make the customer work so hard to get the service they've already paid for. I complete the steps and nothing helps. I then emailed the billing department on 1/8/23 to ask for a full refund for all services and for my service to be canceled. I got an automated response saying "Thanks for contacting total AV. Please follow this link to go to our website for troubleshooting." Going in circles. I emailed them again today after nothing has been done since 1/8/23 and got the same automated email. They are scamming folks and not running a legitimate business.

    Business Response

    Date: 01/23/2023

    Hi *******,

    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:01/19/2023

    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 tried to charge my account for automatic renewal. My bank alerted me and I reached out to them and told them I did not authorize auto renewal and would like to cancel and get refund. They are still sending me invoices to auto renew on the account I had cancelled. The representative stated that he will cancel and I will receive an email confirmation of the cancellation. I have not received any confirmation that it has been cancelled. They claimed that they did not charge my account and they can not issue a refund because they did charge me the $119 they are trying to charge me. This is my 3rd attempt to cancel.

    Business Response

    Date: 01/23/2023

    Hi ******,

    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:01/19/2023

    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.
    Can you please STOP taking **** out of my bank account because I have explained numerous times I am not using you anymore So Please stop this!

    Business Response

    Date: 01/23/2023

    Hi *****,

    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:01/19/2023

    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.
    TotalAV business practices are terrible. I originally bought the service, I did not notice or respond to the renewal, when I did notice I called my credit card company that told me, it took 2 weeks to respond, call them. So I did and they convinced me, with a discount, my error I said ok. They assured me I would be notified before next renewal. They where correct, got an email today. It informed me what to do to not renew. The email also states you can respond to this email. So I did, only to get back, this email is not monitored, here are some links to cancel. Could not cancel from my dashboard, can not delete my credit card information. Then a chat opens. They are offering me discounts, I am not interested.Ok, I have sent you a link to do it. Please also check spam. Never came.Finally I call them at ************, at my expense. Finally a person, who has disabled my auto renew, not cancel my account.I found an email address to cancel, it is cancel* toyalav.com, asking to please cancel, delete my account with a confirmation. I will wait to see if they do it. Companies that hold you hostage, and keep our billing information, should not be allowed. Terrible business practices. Hope this can help someone.

    Business Response

    Date: 01/23/2023

    Hi *****,

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

    Kind Regards,
    *****

    Customer Answer

    Date: 02/08/2023

     
    Complaint: 19319549

    I am rejecting this response because:

    I would like confirmation that my data and credit card information have been deleted from your system, not just that I will no longer be billed.

    Thank you

    Sincerely,

    ***** Scardocchio

    Business Response

    Date: 03/16/2023

    Hi *****,

    I can confirm that I have spoken to our internal support team who have confirmed that your data and card information have been deleted from our database. You will no longer be contacted.

    Kind regards,

    ****

    Customer Answer

    Date: 04/13/2023

     
    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,

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

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