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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:01/19/2023

    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.
    Buyers beware of the scam Total AV Antivirus. However good the service may, or not be, they make cancellation of their service very difficult. On September 18, 2022, per the stated requirement set forth by Total AV, I sent an email cancelling my account. I received a phone call shortly thereafter requesting why I was cancelling, and then offering a reduced monthly rate if I would continue, which I declined and restated to the caller my desire to cancel. Apparently, they sent me a follow-up email requesting cancelling verification. I did not respond, after all, I had already twice requested cancellation - once by the required email and once verbally on the telephone.Today, January 19, 2023, I realized that my bank account was still being debited for the monthly fee ($9.95, plus an additional $0.08 international fee) despite my cancellation request of September 18, 2022.Upon calling the customer service number, the agent I spoke with verified that Total AV did receive my cancellation request, but did not follow through because I had not replied to the second email. She said she would only refund this month (January 2023) but not the previous three months. When I asked for a supervisor, I was told no one else would speak to me on this matter. I then placed a second call to customer service, and received the same response. In addition, I was told no refund was due for October-December as I had Total AV coverage for those previous three months. When I explained to the gentleman that failure to cancel my membership was their fault, not mine. He continued to tell me that it was, in fact my fault for not responding to the follow-up email. No additional money was offered

    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,
    *****

    Customer Answer

    Date: 01/23/2023

    Total AV refunded $9.95 (January Payment) on January 20, 2023. September through December payments are still yet to be refunded.

    Customer Answer

    Date: 01/25/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    Reference the response by "*****" of Total AV, dated January 24, 2023; I cancelled my subscription by email on September 18, 2022 per Total AV policy. This was verified by Total AV **************** on January 19, 2023. Additionally, I verbally repeated my desire to cancel via a telephone call to me by someone at Total AV the on/about September 19, 2022. As stated in my original complaint, I believe two requests for cancellation should suffice as evidence of my desire to cancel. I still feel I am owed a $40 refund for September, October, November and December 2022.

    Business Response

    Date: 01/31/2023

    Hi ****,

    I have now issued you a refund for the other months stated. 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:01/18/2023

    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 contacted this business many times to let no that i want want every cancel because i didn't order this and will you cancel this they still keep taking money out of my account for a whole year they told it was cancel but they taking money.

    Business Response

    Date: 01/19/2023

    Hi ********,

    Please be aware that we do require you to confirm your cancellation details and complete the process in order to cancel your account.

    I have now fully cancelled your account and no further payments will be taken. I have issued a refund for the latest charge on your account, please allow up to 48 hours for this to process but in some cases this can take up to 7 days.

    Kind regards,

    ****

  • Initial Complaint

    Date:01/18/2023

    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.
    Today, Jan 18, 2023, I received notice that a $9.95 from Total AV. I had no clue what this charge was for, so I notified this company. I told them what happened and that they'd charged me for a "subscription" I NEVER signed up for. Furthermore, I'd never even heard of their company before.
    They proceeded to tell me the charge was for an anti-virus program that cost $55 per month and it was a recurring charge. I tried to tell them I'd never even heard of them, and to please refund my money. At that point they ended the online chat and wouldn't comment further.
    I am wanting a refund AND a complete cancellation of this "subscription" that
    I'd supposedly signed up for, even though I'd never even heard of them!

    Business Response

    Date: 01/26/2023

    Business Response /* (1000, 5, 2023/01/19) */
    Hi *****,

    I am sorry to hear about your experience. I can now confirm that your account has been fully cancelled and no further payments will be taken.

    I have also refunded both charges on your account. Please allow up to 48 hours for these to process, however in some cases this can take up to 7 days.

    Kind regards,

    ****


    Consumer Response /* (2000, 7, 2023/01/25) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I am satisfied with the response I received. Thank you.

  • Initial Complaint

    Date:01/17/2023

    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.
    This company has been charging me for a year now. I did not notice any charges until January of 2023. I contacted them immediately about the newest charge on my card and while awaiting a reply I noticed I had been charged since January 2022. I have stated to them numerous times that I have no clue who they are and that I have never used their services before. I have also asked for a full investigation on who has been using my credit card but each email back has been something along the lines of "we can confirm you have an account with us" and "you can use up to 3 devices with your subscription". I have never used them before and would really like to know who has been using my card for a year now. They have refunded January 2023 but have now ignored me twice about the rest of the charges on my card. They say "please message if we can help with anything else" but again have ignored my last 2 emails about the other charges and ignored my previous emails stating I had previous ones once I checked my cards billing statements! I have noticed this happens a lot with them especially since they have a page on their site dedicated to unknown charges so it makes me wonder if it's them and not some unknown person actually stealing others credit card information.

    Business Response

    Date: 01/18/2023

    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:01/16/2023

    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've been trying to cancel Total AV for some time now. I had it installed on a desktop that no longer works. I have no need for it any longer. They keep charging me for the service even though I no longer need it. I have contacted them about this to no avail. I'm a disabled senior on a fixed income. I can't keep throwing away money like this. Can you help?

    Business Response

    Date: 01/17/2023

    Hi ******,

    I am sorry to hear about your experience. Please be aware that we do require you to provide your cancellation details and complete the process in order to fulfil your request.

    I have now cancelled your account and no further payments will be taken. I have refunded 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:01/15/2023

    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.
    Have been trying to cancel my membership since 3/22 with no resolve. Called and talked to customer service again today 1/15/23. I ended up reporting my credit card lost so they can't bill me anymore.

    Business Response

    Date: 01/16/2023

    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:01/15/2023

    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 tried several times to cancel my subscription, in several different ways and they are still trying to charge my card. And after the first time they said my account was cancelled I could no longer take my card information off there website so there is no way to stop them from trying to charge my card

    Business Response

    Date: 01/24/2023

    Business Response /* (1000, 5, 2023/01/16) */
    Hi*******,

    I can see that a cancellation has already been actioned and a refund is on its way to 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, 2023/01/23) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:01/14/2023

    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 numerous times to cancel my subscription with this company, but I happened to be looking at my banking and noticed they took the monthly $9.95 out again! I called them on the phone a few months back for cancellation and thought it was done, but nope they are still taking money out of my account. Well when I noticed this today and got someone on chat from the company, they told me that they would be closing the account and refunding my money and asked if there was anything else. I said no just close the account! Well a few seconds later they put a message up in the chat that they tried to refund my money and that my PAYPAL was not available anymore, so therefore they couldn't refund my money and my account would still be open, and immediately closed the chat window, without giving me a chance to even respond! I've never even used paypal with this account, they are charging my debit card! I even have proof. I am getting nowhere with these people and it's discouraging. I took a screenshot of them saying that they would refund my money and close my account.... Yet a minute later they flashed that nonsense about paypal, and shut down the chat window. They said my account would remain open.

    Business Response

    Date: 01/26/2023

    Business Response /* (1000, 5, 2023/01/16) */
    Hi *****,

    I can see that this has already been actioned and a refund is on its way 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, 2023/01/25) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I accept this response because they said that they are processing the refund. We will see if they cancel my subscription & close my account. Thank you so much!

  • Initial Complaint

    Date:01/08/2023

    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 recently checked my credit card and had noticed money had been taken out from total.av of over $400. I had cancelled my subscription last year as I wasn't too happy with the app.
    I contactéd total. ** and all I got was the chat person, which was not helpful at all,. Then I got directed to a link for a refund and all I got as a response was an email trying to talk me into keeping the product, plus discount, well they not only failed to cancel my account, they've had the check to renew my subscription and then cancel it and said it will not renew after the 1 year period . This is unacceptable business practice. It put my bank acct in the negative. Trying to get hold of them is Impossible ..

    Business Response

    Date: 01/19/2023

    Business Response /* (1000, 5, 2023/01/10) */
    Hi *****,

    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 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,

    ****


    Consumer Response /* (2000, 7, 2023/01/18) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I accept the fact that I got my refund back . But not too happy with their response as to me not canceling my subscription properly .. but at the end of the day I got my money back .

  • Initial Complaint

    Date:01/05/2023

    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.
    My parent********************** and I have requested Merchant TotalAV to discontinue charging my account in December and January 2022 due to non receipt of services. I have disputed unauthorized charges with merchant several times over the phone, chat and emails. I have received partial refunds from my financial institution and merchant. Merchant would continue to charge my account after refund has been issued. My resolution request is all of my money refunded for 2022 unauthorized charges.

    Business Response

    Date: 01/27/2023

    Business Response /* (1000, 5, 2023/01/10) */
    Hi *******,

    I have tried to locate your account in our database using the email address provided in this complaint, but I cannot. Is your parent's email address the one with which the account was created? If so, please provide this and this can be looked into for you.

    Kind regards,

    ****

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