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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.
  • 256 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:12/13/2022

    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.
    On November 28, 2022 TotalAV charged me $119 for the software renewal that I did not approve. They have not even notify me about the charge. When I signed up for 1-year with them on Nov 28, 2021, I specified that I do not wish auto-renewal. I contacted them several times since and asked them to cancel my renewal and reimburse me, but they failed to do so. I just want to be reimbursed for something I did not want and I did not ask for. I am also afraid that they will charge my credit card again next year as it is impossible to remove my card's information from their site without entering another valid credit card.

    Business Response

    Date: 01/05/2023

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

    I am sorry to hear about your experience. 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.

    I have also fully cancelled your account and no further payments will be taken.

    Kind regards,

    ****

  • Initial Complaint

    Date:12/13/2022

    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.
    You have taken money out of my account every month for the past 2 yrs.

    I need someone to contact me asap, if not, I will have to go to the ombudsman

    Business Response

    Date: 01/13/2023

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

    I am happy to assist you with this. Please provide more information and the email address associated with your paid account and I will do my best to reach a solution for you.

    Kind regards,

    ****


    Consumer Response /* (2000, 7, 2022/12/22) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    TotalAV took money from my account without authorisation and also put the amount up on 2 occasions without informing me.

  • Initial Complaint

    Date:12/12/2022

    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.
    Even if this can't be resolved, I'd like others to be aware not to use the company as they make it extremely difficult to cancel. I'd emailed to cancel since there was no cancellation option from my online account. I received the attached email reply. I tried what it directed me to do and it didn't work. So I called and requested cancellation. They still didn't cancel and withdrew from checking the following year. I called to cancel again and still never received an acknowledgment email. So again, this year they withdrew from checking. I don't even have the laptop any more that the antivirus was downloaded to so clearly it's not been used. Paypal was no help since the company provided no contract and no written response for cancellation. So this company continues to bill was you sign up with them. I would at least like a refund for the 2022 charge as I already wasted 2021 over charge and I want written evidence they've finally cancelled my account.

    Business Response

    Date: 01/18/2023

    Business Response /* (1000, 5, 2022/12/14) */
    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, 2022/12/20) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:12/10/2022

    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 initially signed up for this program and when I realized it was an expense I couldn't afford I immediately canceled it but my PayPal account was charged anyway.
    I emailed the company yesterday and received an automAted response but nothing more.

    Business Response

    Date: 01/10/2023

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

  • Initial Complaint

    Date:12/10/2022

    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.
    I cancelled TotalAV antivirus for my Android phone. It was difficult to get them to do so, but finally the chat person agree (after offering multiple discount incentives and warnings that I could be vulnerable to virus attack). Nontheless, they keep billing my Visa card each month. I have to decline to Visa card statement.
    Please get them to cancel my account.
    my sign in to TotalAV is via my email (*************) and the android device is ************

    Business Response

    Date: 12/20/2022

    Business Response /* (1000, 5, 2022/12/12) */
    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, 2022/12/19) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Please warn people that TotalAV is very difficult to cancel.

  • Initial Complaint

    Date:12/10/2022

    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.
    We cancelled our TotalAV account one year ago and received an eMail confirmation saying they would not charge us again

    Today our credit card was BLOCKED due to a fraud alert due to an unauthorized charge of $159 from TotalAV.

    To be careful we then cancelled the credit card and after contacting TotalAV all we got was a runaround about why we would want to cancel a service ..... that we NEVER agreed to.

    Business Response

    Date: 01/13/2023

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

    Could you please provide your email associated with your account and I can investigate this for you?

    Kind Regards,
    Ellis


    Consumer Response /* (3000, 7, 2022/12/19) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    ******************

    I've attached the eMail thread going back one year where TotalAV explicitly stated that the account had been cancelled and would not be charged again.

    One year later a $159 charge was posted.


    Business Response /* (4000, 9, 2023/01/03) */
    Hi******,

    The 159 charge is pending and has not been taken, I have refunded the latest charge on your account for the inconvenience this has caused.

    Kind regards,

    Anna


    Consumer Response /* (2000, 11, 2023/01/12) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:12/09/2022

    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 initially purchased this Anti Virus Software (do not remember exact purchase date) and after a year, I decided I didn't need it anymore since I already had free software on my computer. One day, my bank account was disabled and somehow I found out that this subscription was the reason. I immediately rebuked since I uninstalled the program even before the time on my subscription was up. At no point did I receive a request to approve the auto subscription.
    I eventually sided with the TotalAV and they returned a portion of my subscription. I tried to delete payment method from the site. And I also spoke to a representative on their chat and I thought that was it. I thought the subscription was cancelled and I was out 50 dollars.
    Yesterday, I received an email telling me that they failed to process a payment. And so nothing that I was told was true and it makes it sound like I OWE THEM MONEY. The only reason it did not process is because my bank card was renewed during the year.
    I feel that this is bully tactics and my only recourse is to get an expensive lawyer that I cannot afford. I do feel that there should some consumer protections out there that would force this company to back off and treat mee like a Canadian citizen instead of their personal piggy bank. Please help me. I am afraid to use their website because everytime I just get more bullying and run a round. I just want them to leave me alone and stop trying to process a payment for software I don't even use.
    Date of Transacript with TotalAV agent was December 2nd, 2021

    Business Response

    Date: 12/12/2022

    Hi ****,

    I can confirm your account has now been cancelled and no further payments will be taken.
    If you would like to unsubscribe to emails please click the following link and confirm your email address -
    ****************************************************
    If you have already unsubscribed and are still receiving emails, it will be likely that we still have an active or suspended account for your email address.
    Please visit help.totalav.com and go to Account Support > Unsubscribe From Emails, from the email address associated with your account.

    Kind Regards,
    *****

    Customer Answer

    Date: 12/19/2022

    (The consumer indicated he/she DID NOT accept the response from the business.)
    I am still just a bit confused in regards to the transcript of the conversation I had with an agent from TotalAV.

    At 10:16, I asked, "Is it possible to cancel my subscription through chat?"
    ****** then replied "Yes, it is.'

    ...

    At 10:30 I stated, "But remove the auto subscribe please"

    "I can confirm that your account has been amended and your refund of $49.73 has bee issued."

    ...

    Again, at 10:31 I stated, "Are you able to remove the autosubscribe...?"

    At 10:34 agent stated "Please follow the given steps above"

    Three times I asked to either cancel/unsubscribe. Why did the agent tell me I could cancel through chat at 10:16 and what EXACTLY were the steps I needed to take that ****** was referring to at 10:31? What is the actual procedure to cancel a subscription?

    Thank you for your time.
    See Attachment/File: Screenshot 35

    Business Response

    Date: 01/09/2023

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

    I can confirm your account has now been cancelled and no further payments will be taken.
    If you would like to unsubscribe to emails please click the following link and confirm your email address -
    ***********************************
    If you have already unsubscribed and are still receiving emails, it will be likely that we still have an active or suspended account for your email address.
    Please visit **************** and go to Account Support > Unsubscribe From Emails, from the email address associated with your account.

    Kind Regards,
    Ellis


    Consumer Response /* (3000, 7, 2022/12/19) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I am still just a bit confused in regards to the transcript of the conversation I had with an agent from TotalAV.

    At 10:16, I asked, "Is it possible to cancel my subscription through chat?"
    ****** then replied "Yes, it is.'

    ...

    At 10:30 I stated, "But remove the auto subscribe please"

    "I can confirm that your account has been amended and your refund of $49.73 has bee issued."

    ...

    Again, at 10:31 I stated, "Are you able to remove the autosubscribe...?"

    At 10:34 agent stated "Please follow the given steps above"

    Three times I asked to either cancel/unsubscribe. Why did the agent tell me I could cancel through chat at 10:16 and what EXACTLY were the steps I needed to take that ****** was referring to at 10:31? What is the actual procedure to cancel a subscription?

    Thank you for your time.

    Business Response

    Date: 09/04/2024

    The advisor in the Live chat, explained that cancelling your account via the Live chat session was possible but in for the cancellation to be complete, our customers require to authorize the cancellation by following the link they provided and verifying the cancellation.

    I believe this where the confusion in the Live chat session occurred and we apologise for this.

    I see from the history that you account is now cancelled and has been for sometime now.

    Kind regards

    Customer Care Team

    Customer Answer

    Date: 09/04/2024

     
    Complaint: 19061053

    I am rejecting this response because: Total AV Antivirus took money from my bank account that I did NOT authorize. And in my world that equates to stealing. 

     

    And instead of follow up on an issue that is 2 years old, maybe you should go and focus on the inquiries that are 2 days old. Or is this your queue? Because I could see how robbing your customers could create a 2 year backlog!

     

    Thieves!

  • Initial Complaint

    Date:12/09/2022

    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 purchased TotalAV AntiVirus software on Nov 28, 2021 for $19.00. At this time I declined to auto-renew the subscription. However, on Nov 28, 2022 they charged me $119.00 on my Visa without obtaining my authorization for renewal. I received no warning messages from them, nor did I receive even an email notification of this transaction. I contacted TotalAV and asked to discontinue their service and obtain the full refund, but their responses are non-comital.
    I wish to obtain the full refund of $119 to my Visa and not to get similar unauthorized renewals in the future.

    Business Response

    Date: 01/10/2023

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

    In order to assist please provide the email address associated with your subscription so I can investigate this further.

    Kind Regards,
    *****

  • Initial Complaint

    Date:12/08/2022

    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.
    Purchased onlineTotal AV. Was suprised to find 3 deductions were made thru pay pal for 1 agreed puchase. this purchase was made on the7-12-22.The amounts were ($US) $29.00,$23.00,$39.00.Please forward reply/refund.

    Business Response

    Date: 01/31/2023

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

    These extra charges were due to the purchase of our Unlimited Devices & Ad Block Add-on during our sign up flow.
    I can cancel these but you will no longer have access to them. Can you please confirm whether you would like this to be the case?

    Kind Regards,
    *****


    Consumer Response /* (2000, 7, 2022/12/20) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Please cancel,unlimited Devices &A block assuggested.Refund via pay-pal would be appreciated.thank you for the quick response. cheers,*****


    Consumer Response /* (3000, 13, 2023/01/13) */
    Please advise when the refund will be sent.


    Business Response /* (4000, 15, 2023/01/19) */
    Hi *****,

    I have issued a refund for the two add-ons that were accidental purchases as requested, and cancelled these so no further payments will be taken.

    Please allow up to 48 hours for these to process, however in some cases this can take up to 7 days. Please note these will be refunded to your PayPal account.

    Please also be aware that your main Antivirus Pro subscription is still active.

    Kind regards,

    ****


    Consumer Response /* (2000, 17, 2023/01/30) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Thanks for your assistance in this matter,refund via paypal has been received and accepted.

  • Initial Complaint

    Date:12/05/2022

    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.
    On 11/13/22 I went on PayPal to check my balance and notice a charge in the amount of $119 from TotalAV anti virus company. I called PayPal and told them I was unaware of any charged from this company and wanted to file a dispute, the PayPal CSR advised I call TotalAV directly and dispute the charge which I did.
    The TotalAV rep looked into the matter and advised I will be issued a refund in the amount that of $119. I checked my PayPal account the next day, 11/14/22, and saw a refund from TotalAV and that PayPal had disbursed the find to my bank account. On the same day, I see a charge from Total AV in the amount of $119 from my bank account.
    I've contacted Total AV several times via email and sent screenshots showing the transactions. Each CSR keeps telling me the same thing about the refund. I explained that my bank balance decreased AFTER they took the refund that PayPal literally issued in my bank account but they keep giving me the run around.
    I've also called PayPal a few times about this matter, I called them today and spoke with ***** (CSR) to advise the last transaction from Total AV they received was the refund of $119 on 11/13/22 which they disbursed to my bank account at 5:29 pm. I believe Total AV is trying to keep my money. Please help.

    Business Response

    Date: 01/06/2023

    Business Response /* (1000, 5, 2022/12/07) */
    Hi ********,

    I can see from looking at your account that your subscription has already been cancelled 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,
    *****


    Consumer Response /* (3000, 7, 2022/12/13) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    To date, this company is still emailing me stating they refunded me on 11/13/22. I'll attach the latest emails from them dates. I keep explaining the screenshots I sent, one from PayPal showing the charge from them on 11/13/22 reflecting -$119, the automatic refund they sent the same day of $119. On 11/14/22 PayPal deposited the refund into my bank account and TotalAV went into my bank account and debited the money which I also provided this company with my bank account screenshot. PayPal hasn't received any further money from Total Av since. The refund on 11/13/22. My bank account hasn't received a refund from this company. They took the money twice and keep insist they refunded me and satisfied the request.


    Business Response /* (4000, 9, 2022/12/20) */
    Hi ********,

    I can see from your account that this payment has been refunded and then was not 're-taken' from your account. It has been refunded to your PayPal account and this has gone through, it has not bounced or anything.

    Please check your PayPal account.

    Kind regards,

    ****


    Consumer Response /* (2000, 11, 2022/12/29) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

Total AV Antivirus is NOT a BBB Accredited Business.

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