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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:04/28/2025

    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 subscribed for virus protection, after a couple of weeks I cancelled the subscription because I was not satisfied, they are still trying to draw from my bank account and credit cards ??

    Business Response

    Date: 04/29/2025

    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

  • Initial Complaint

    Date:04/26/2025

    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.
    On 03/09/2025 $49.00 was charged to my Discover account that I did not order

    Business Response

    Date: 04/29/2025

    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

  • Initial Complaint

    Date:04/23/2025

    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.
    TotalAV started auto withdrawals on my debit card without my knowledge. I have since canceled this service but requesting a refund.

    Business Response

    Date: 04/24/2025

    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

  • Initial Complaint

    Date:04/22/2025

    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.
    Two charges of $99.00 each appeared on my credit union account today, April 22, ******* checking I discovered the charges were for:ID *************************. and Unlimited Protection I ordered neither of these!There's NO phone number for the company. I have tried to submit information to the company several times and none of the links work for me to submit.I want these charges rescinded immediately! This company should be required to provide actual access for problem resolution - a help line manned by actual people and/ir an email for communication!Invoice numbers:89981302 ********

    Business Response

    Date: 04/24/2025

    Hello *****, 

    Thank you for reaching out.

    Ive looked into this for you and have gone ahead and cancelled as well as refunded your Unlimited Devices add-on. You will receive a separate email confirming this.

    Before we proceed with the cancellation and refund of your Identity Protection service, Id like to ensure youre fully informed about what the service offers and confirm that you do not wish to continue.

    Identity Protection is designed to safeguard you against identity theft, fraud, and the unauthorised use of your personal informationincluding your name, date of birth, address, Social Security or ****************** number, and financial details. The service provides proactive monitoring, alerts, and expert assistance to help protect your identity and provide peace of mind.

    As a valued customer, wed be happy to offer you this service at a 50% discounted rate, meaning you would pay only $49.50 for a full year of protection.

    Please confirm how you would like to proceed regarding this service.

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

  • Initial Complaint

    Date:04/20/2025

    Type:Order 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.
    Did not authorize ***** dollars on April 20, 2025. They took ***** dollars on October 19th, 2023 and another ***** dollars on November 1st 2024. Please refund my 80 dollars that was taken on April 20th and do not take any more of my money.

    Business Response

    Date: 04/23/2025

    Hello ****,

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

    The refund of $80.00 is currently underway. Typically, it should reflect in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.

    Should you have any further questions or require additional support, please feel free to let me know. 

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

  • Initial Complaint

    Date:04/19/2025

    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.
    4-4-25 I had contact with the TotalAV website I assume, because they charged me $1.99 and then $9.99 through my ******. I have no idea what I was charged for. I searched my PC for any sign of a TotalAV download and did not find one. I tried to reach them and my Norton 360 /Malwarebytes would not let me go to any of the links they sent me. All I got was an email saying they got my email. I put in a complaint with ****** and the said they had received proof that TotalAV had sent me the download even though I do not have this on my PC and ruled in their favor. I am furious. I believe this is a scam to steal from elderly folks who randomly click on something in their feeds. Thank you.Small loss to know what kind of crooks they are.

    Business Response

    Date: 04/23/2025

    Hello *******, 

    Thank you for reaching out. 

    Upon review, we can see that a conformation email and download link were sent to you on 2025-03-04 21:08:23, which we can see you clicked into and also downloaded the software, and did a scan of your device on the same day.

    I can confirm that your auto-renewal has now been disabled and no further payments will be taken. 

    Your paid features on your account will be available until 2025-05-03.

    If you paid by ******, we would advise you to cancel your subscription with ****** to discontinue recurring payments. 
    (***************************************************)

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

  • Initial Complaint

    Date:04/17/2025

    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 received on my credit card bill today a charge for a purchase of $159.00 with the company name of TOTAL AV. COM. Boston MA, with no contact information listed. The charge was posted on 3/17/25.I have not received any other notice from the company and have not signed up for the service.I am hoping by filing this report the charge may be looked into.Thank You

    Business Response

    Date: 04/23/2025

    Hello *****, 

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

     The refund of $159.00 is currently underway. Typically, it should reflect in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.

     Should you have any further questions or require additional support, please feel free to let me know. 

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

  • Initial Complaint

    Date:04/17/2025

    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.
    Based on the 712 complaints filed within the last 3 years, this is a fairly common complaint. Reviewed my checking account today and saw a charge for $159.00 from ************************************************ posted 04/09/25. This service has never been requested, signed up for, nor confirmation made. Searched my email archives and there is no record of an email ever from this company confirming signing up for services, no confirmation or receipt for services purchased or rendered, notice of impending renewal, etc. Nothing like the paper trail my McAfee antivirus service leaves. Searched my laptop app library for past or current antivirus programs and this company is non-existent. Being directed toward their refund request page requires submitting a whole bunch or sensitive personal/financial information that only opens Pandoras Box further. Call the available number and no one ever picks up. Request the password link be emailed to the email address on record and nothing ever appears. A completely fraudulent scam-oriented enterprise. The next complaint following the BBB is the ************************. Folks, don't stop here, head on over to the *** to file your complaint (****************************). A full refund is required to make this situation whole for this consumer.

    Business Response

    Date: 04/23/2025

    Hello ****, 

    Thank you for reaching out. 

    Regrettably, we are having trouble locating a TotalAV account linked with your ***************************************** 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 (not *****************************************)
    - Name on the card used to make payment
    - Last four 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 - 1-800-952-291
    INT - +1-************ - Please note phones are English speaking only

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

  • Initial Complaint

    Date:04/17/2025

    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 canceled my subscription and you have been taking it out of my bank account for the last 6 ********* should have ended Oct . 31 2024 and I The payments are the only thing that did not end. I would appreciate it if you would take care of this immeadiately. My name and address is ***** ***** ********************************************. And my email is ************************ I am sure you have the documents online of where it was taken from my account and put in yours at 9.95 for the last 6 months. ** ***** *****

    Business Response

    Date: 04/23/2025

    Hi *****, 

    Thank you for reaching out. 

    After reviewing your account, I can confirm that you initially subscribed to TotalAV on 2024-01-19. This subscription later entered a suspended state due to non-payment on 2024-11-19, and was automatically cancelled on 2024-12-16.

    On the same day, 2024-12-16, we can see that you started a new subscription at the initial cost of $1.99. This subscription has since renewed at a monthly rate of $9.95, as we did not receive any correspondence from you indicating that you no longer wished to continue the service.

    In accordance with our refund policy, full refunds are only available if a 12-month plan is cancelled within 30 days, or if a monthly plan is cancelled within 14 days. Refunds for any additional services also require cancellation within 14 days of payment. As we did not receive any communication from you within these timeframes, we are unable to issue a refund for any charges outside of the money-back guarantee period.

    You will receive a separate email confirming the cancellation and refund of your most recent subscription. Please be sure to check both your inbox and spam folders for this message.

    If you are able to provide a copy of any previous email you sent requesting cancellation, we will be happy to review it and reassess the situation. However, until such documentation is received, we are unable to offer any further refunds.

    Kind regards, 
    TotalAV, Customer Care Team 

     

  • Initial Complaint

    Date:04/17/2025

    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.
    You tell everyone how to set up the TotalAV, but you dont show how to do it in plain English. Like what button to push, what page to go to and exactly HOW to!!! Understand?? Sincerely, Mr *****

    Business Response

    Date: 04/17/2025

    Hi ******,

    Thank you for reaching out.

    To download and install TotalAV, please follow the instructions on the link provided: ******************************************************************************************************;

    Once you have installed the application, you will need to create a password to benefit from the paid features. 

    Please let us know if there is anything else we can help with.

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

Total AV Antivirus is NOT a BBB Accredited Business.

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