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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.
  • 255 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:01/04/2023

    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.
    20th December 2022
    $30
    Antivirus software for up to 3 computers. It loaded on the first one and none of the others.
    Since that date we have had emails back and forth but nothing gets accomplished , how many thousands of people have they conned?
    They have said they will resolve it but nothing gets done , they just offer you discounts , I dont want a discount I want my money back.
    Account #********

    Business Response

    Date: 01/17/2023

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


    Consumer Response /* (2000, 7, 2023/01/16) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    After many emails and involving BBB and Paypal , they have finally refunded the payment, pity we have to go to such extremes.

  • Initial Complaint

    Date:01/03/2023

    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've been trying to cancel my Total AV for days, before 1/1/2023. They responded with a basic response form letter telling me they'd get back to me. I thought I cancelled a few days ago, but today it says my account is still active. I also told them I wanted the 119.00 refunded, but still haven't heard from them. Just now I tried filling out the cancellation form again, but it would not process. I click continue and nothing happens, like it's a dummy page. Even though I had their product on my computer, I got hacked and had to deal with all the cancelling of cards, and changing bank account numbers, all very aggravating. Yet they still don't get back to me!!!

    Business Response

    Date: 01/05/2023

    Business Response /* (1000, 5, 2023/01/05) */
    Hi *****,

    I can see from your account that a refund has previously been authorised, as of 4/1/2023. Please allow up to 48 hours for this to process, however in some cases this can take up to 7 days.

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

    Kind regards,

    ****


    Consumer Response /* (2000, 6, 2023/01/05) */
    They have finally cancelled my account and they have refunded the money this morning.

  • Initial Complaint

    Date:01/03/2023

    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.
    On 1/2/2023 we received an email from TotalAV regarding a charge of $119 charge for an annual subscription. I never agreed to an auto-renew for an annual subscription nor did I receive an email advising that an auto-renew was pending. I called the number on the email providing my full name, email address, Customer ID, Invoice Number, and Transaction ID but the representative demanded my debit card number. I refused and told them they had all the information to cancel. My customer ID is****************************************************************************

    Further, they advised to just reply to the email which would just contain all of the info that I had ALREADY provided them, less the debit card number.

    I believe they were fishing for my debit card number which I will never provide to them as they already had to place the original fraudulent debit.

    My $119 needs to be refunded and my annual "subscription" cancelled immediately.

    Regards,
    **********************************************************

    Business Response

    Date: 01/24/2023

    Business Response /* (1000, 5, 2023/01/05) */
    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 can see from your account that you were sent a renewal reminder on 3/12/2022, which was opened.

    A refund has also been issued as of 3/1/2023. 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:12/28/2022

    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 online for a ''free'' trial with************************************************** and my credit was immediately billed. I want my money back immediately!

    Business Response

    Date: 01/26/2023

    Business Response /* (1000, 5, 2023/01/04) */
    Hi *****,

    I can see on your account that a refund has already been issued 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

  • Initial Complaint

    Date:12/27/2022

    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.
    As I was doing my monthly PayPal scan, I took a look @ my Total AV billing and noticed that it was set up for recurring payments, with the next billing date of 22/01/2023. I would never sign up for such a service on a monthly basis, when I already have this protection on my phone and computers. I immediately canceled the automatic payments, now I see the struggles others have had. I want confirmation from Total AV that my account is canceled, as I do not want them causing any trouble for me due to non- payment for a service I definitely did not sign up for on a monthly basis. I have also contacted them for a cancelation of service after 22/01/2023. From the number of complaints, it appears that they engage in some questionable business practices - I have zero desire to get snared in their web. Thank you for your intervention.

    Business Response

    Date: 01/11/2023

    Business Response /* (1000, 5, 2023/01/04) */
    Hi ****,

    I can see on your account that you have been partially refunded and a new price per month has been agreed on.

    Kind Regards,
    Ellis


    Consumer Response /* (2000, 7, 2023/01/10) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Total AV offered a year's service ffor 1/2 price and I accepted.

  • Initial Complaint

    Date:12/27/2022

    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 am paying h for something I did not ask for it has been going on for a few years now and have kept canceling it I do not need it or use it I don't have a laptop or computer and then today to find out 162 something came out if my account which is my rent money I am only on sickness benerfit and cannot be paying this I need this refunded by Wednesday next week when my rent is due I am sick of paying this and having to try and get my money back for something I have not used for ova 3 years so refund my 162 or I will take it futher

    Business Response

    Date: 01/04/2023

    *********,

    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: 01/10/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    As I have asked them for refund one in October 2022was for 289 and then December was 162 that is 451 all up in 2 months I got refunded the December amount and then they said for the October payment my bank blocked it how can one go in and the other can't I want my money back I am only on sickness benerfit and that was my rent they r taking

    Business Response

    Date: 01/16/2023

    I have put the request in for the funds to be returned to you again. If it being blocked by your bank then that issue is with them as that is out of our hands.

  • Initial Complaint

    Date:12/26/2022

    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.
    In December 2020 I signed up for a TotalAV promotional offer at $22.80 for the year. The following year they charged me $118.80 so I cancelled the contract and received a refund. This year they charged me $190.80 which I am trying to get refunded. At no time in the last two years have I used TotalAV.
    As far as I can see their business practises are dubious and possibly illegal.

    Business Response

    Date: 01/10/2023

    Business Response /* (1000, 5, 2023/01/03) */
    Hi*********

    I have issued you a refund for this payment. Please allow up to 48 hours for this to process, however in some cases this can take up to 7 days.

    Kind regards,

    Anna


    Consumer Response /* (2000, 7, 2023/01/09) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:12/26/2022

    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 total AV 2/19/2022. I sent an e-mail on 3/2/2022 asking to cancel my membership. It was not cancelled. I then requested through the app again August 2022 to cancel my membership and it was again not cancelled. I have been charged monthly subscriptions since March 19 that I have requested a refund for from them. They are failing to respond to me, cancel my membership, or refund my subscription fees that they kept charging me despite me cancelling my membership. In all, they have robbed me of $97.58 which I am requesting be refunded, as well as my account be cancelled permanently and my information (including credit card information) be removed from their system.

    Business Response

    Date: 01/03/2023

    Hi ********,

    Please be aware that we do require you to confirm your cancellation details in order to cancel your account. As this was not done, the account was not cancelled.

    There has been a refund previously issued for the last two months.

    Kind regards,

    ****

    Customer Answer

    Date: 01/13/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    I was only refunded for one month, not the last 2.

    Business Response

    Date: 01/19/2023

    Hi ********,

    There were two refunds listed on your account, but one was of 'cancelled' status due to a bug in our system. I have reiussed this and a refund for the previous month aswell.

    Please allow up to 48 hours for these to process, but in some cases this can take up to 7 days.

    Kind regards,

    ****

  • Initial Complaint

    Date:12/21/2022

    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.
    *************** (Only transaction number I have from them)


    November 19 2022 - I signed up for an offer I believed was from Total Ad blocker. Paying $2.99. I was then offered what I thought was a years subscription at the reduced rate of $39. I paid through PAYPAL.

    I was then billed $9.99 and that was when I discovered that I had been mislead and had virus protection.

    I contacted them via email and was directed to their help center. It was very difficult to find the cancellation process but I have cancelled through them and PAYPAL.

    Every request I make for a refund and their money back guarantee is redirected to their help center. There is no link for refunds.

    I was mislead and do not want the service they are charging me for.

    Business Response

    Date: 01/31/2023

    Business Response /* (1000, 5, 2023/01/03) */
    Hi******

    I have issued you a refund for the latest payment 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,

    Anna


    Consumer Response /* (3000, 7, 2023/01/09) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    They billed me twice for approximately $9.99 and also for $39.99.

    They refunded me $9.99 but NOT the $39. which they fraudulently charged me. They have a money back guarantee.


    Business Response /* (4000, 9, 2023/01/16) */
    This has now been refunded.


    Consumer Response /* (4200, 11, 2023/01/25) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    They have refunded the $39.00 with no notification or explanation. It just appeared in my account. I would like a response explaining why they misrepresented their service and deliberately obscured any avenue to request a refund.

  • Initial Complaint

    Date:12/14/2022

    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 getting charged by TotalAV for a LONG time now, despite opening multiple tickets and emailing. I have never used the product and I have never installed it on any of my devices, therefore the continued charges are quite literally ridiculous. I want my account canceled, and all of my charges refunded.

    I have received the following charges:
    12/12/22: $10.25
    11/14/22: $9.95
    10/06/22: $10.25
    09/06/22: $10.25
    08/08/22: $10.25
    07/05/22: $10.25
    06/03/22: $9.95
    04/18/22: $9.26
    03/23/22: $9.26
    02/18/22: $3.08

    Business Response

    Date: 01/04/2023

    Business Response /* (1000, 5, 2022/12/15) */
    Hi ******,

    I am sorry to hear about your experience. Please be aware that not installing the app does not mean there will not be a charge on your account.

    I can see from your previous interactions with our support team that the first contact to them was August 2022. I have therefore refunded all payments from this date until the current date.

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

    Kind regards,

    Anna

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