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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

  • 739 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:12/02/2022

    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 their virus protection it was $39.99 for a year. Somehow it got disconnected and I could not get it reconnected. I contacted them through email because there is no way to contact them by phone. I never got a response. Then they cancelled my account for none use. Then I get a message that they were trying to charge my account for renewal. I only had the account for 3 months but only had access for 1 month and they want to charge me a renewal fee after I paid for a year.

    They have no phone number so you can call them. They do not respond to emails. So how is anyone supposed to resolve issue without using a third party?

    Business Response

    Date: 01/24/2023

    Business Response /* (1000, 5, 2022/12/06) */
    Hi ********,

    I have tried to find your account using the email you provided with this complaint, but it seems there is not one under this email address. Is it possible that there is another email that your account could be under?

    Kind regards,

    ****


    Consumer Response /* (3000, 9, 2022/12/16) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    On Oct 12, I paid $39.00 and on Oct 19, they took 8.24 from my account. So how can they say I don't have an account. I have requested my bank information. I guess I pay and for nothing because they can't locate the account the account the money is coming in for but yet they don't return the money?


    Business Response /* (4000, 18, 2023/01/03) */
    Customer has now been refunded all charges. These will show in the account within 48 hours.

    ****

  • Initial Complaint

    Date:11/30/2022

    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 canceled the subscription immediately after the initial $2.99 payment for the first month but was still charged afterwards. I called and spoke to someone and he told me that I had successfully canceled and that I would no longer be charged and that he sent email confirmation of the cancellation but he wa deceptive. It was not a confirmation but an email saying that I had to cancel on my own. The call was recorded and he was misleading and I was charged again. I would like all that I was charged REFUNDED PLEASE.

    Business Response

    Date: 12/02/2022

    Hi ********,

    We apologize if there has been some confusion regarding the charges to your account.
    Please be advised that we do require you to confirm your cancellation details and complete the process in order to fulfil your request. This is what the link you received in the email was for.

    I can confirm your account has now been cancelled and no further payments will be taken. I have also issued you a refund as well 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:11/30/2022

    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 canceled my account in July a few days after opening with totalav. I spoke with someone and they informed me the account was closed. They never sent a confirmation email stating the account was closed. I've spoke with someone every month since then and still haven't received an email the account is canceled or closed. They waited for two months after July before trying to take another payment and were successful twice in taking the payment. They tried again Saturday the 26th of November 2022. They tried today yet again. I called them to make sure the account was closed They verified and told me in 5 minutes I would receive a conformation email that the account is closed. This is a scam company out of India somewhere and I feel like there's nothing I can do to stop them from stealing my money. Several people are having the same issues with them taking money fraudulently. They need to be stopped and if they operate in the US they need to have a better system for canceling to protect Americans. They're scamming Americans daily and nothing is being done to stop them at all. This needs to be resolved and they shouldn't be allowed to do business in America again. This is a scam company that never did anything for me except take money from my account.

    Business Response

    Date: 12/19/2022

    Business Response /* (1000, 5, 2022/12/02) */
    Hi ******,

    I can confirm your account has now been cancelled and no further payments will be taken. A refund has also 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:11/23/2022

    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 sent an email last week requesting to be canceled as I did not ask for this product, it was never canceled, all I got as a response was an email trying to talk me into keeping the product, well they not only failed to cancel my acct, they just charged me for it anyway today after I asked days ago to be canceled. This is unacceptable business practice. It put my bank acct in the negative. I am homeless and cannot afford this right now, I will be telling all my computer geek friends to avoid total av.

    Business Response

    Date: 12/12/2022

    Business Response /* (1000, 5, 2022/11/25) */
    Hi ********,

    I can confirm your account has now been cancelled and no further payments will be taken. I have also issued a refund 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:11/22/2022

    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 started my Total AV subscription back in February 2022 the introductory price was $2.99 (have receipt) a month for 12 months. Charging my credit card automatically. I don't always look at my credit card bill but I looked recently and noticed I was being charged $9.95 a month. I went back and that February charge was $2.99 they raised it in March to $8.95 then April $9.95 to October. I emailed them my original bill and I said they owe me a credit of $54.68 but got 2 automated email responses that my bill is $9.95 per month. I will upload my original bill that shows that I was going to get an $88 discount and pay $2.99 per month. So if you can somehow intervein and get my credit would be much appreciated.

    Business Response

    Date: 01/10/2023

    Business Response /* (1000, 5, 2022/11/24) */
    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, and this is stated in our terms when a customers adds their payment details on our order form.

    I have refunded the charges for September and October. Please allow up to 48 hours for this refund to process, however in some cases this can take up to 7 days.

    Kind regards,

    ****


    Consumer Response /* (3000, 7, 2022/11/30) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    This was not a renewal. This was a brand new account. I was supposed to pay $2.99 a month for a year. I should be reimbursed the difference back to March not just 2 months.


    Business Response /* (4000, 9, 2022/12/07) */
    Hi ******,

    As stated before, the introductory discount is only for the first month. After this, the subscription amount goes back to its original price moving forward.

    If you would like our assistance please visit help.totalav.com

    Kind Regards,
    *****

  • Initial Complaint

    Date:11/19/2022

    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 try my best in my English grammar. We are from Alberta, Canada. My husband showed me, the bank online, and what is this totalav? I say I have not seen this before. I googled it and found out it's Totalav. I check the website, and try to remember my old password, and finally got in. I was shocked, I NEVER used it only once and dislike it, and deleted it on 16/10/2019 for a day. I don't have android for last 2019 and only use my iPhone. I never download any totalav on my mobile or else. for 2019 to 2022, I have zero knowledge about totalav taking my funds until found out Nov 18th through my husband's look into our bank. Frigg'n it's 169 dollars. You can see full billing from 2019 to 2022. I demand these listings MUST full refund. There's no cancel Account and only cancel subscribe email (which is called "unwanted email") Totalav encourages people to unsubscribe emails there still takes their money without their knowledge. I received emails that are MOSTLY directly to SPAM. No wonder why nobody will read the spam emails. Totalav is power abuse to all the customer's reason to take their money. I phoned to totalav company on Nov 19th, 2022, and was angry at the person, and request a full refund but was told refused to give me a full refund. I was angry and decide to hang it up. Wow! I did a screenshot of totalav's website everything that they provide information and billing to. Unbelievable Totalav is total FRAUD! I have these screenshot total of 17 pictures proof! Totalav took my funds on Nov 17th, 2022, (I have a screenshot from our bank) Here's my screenshot of the history of payment without my knowledge totaling $1,109 dollars. If Totalav refuses to give a full refund total of $1,109 dollars. I will take this action to the court against totalav company. Do you want to see it? Let me know.

    Business Response

    Date: 12/07/2022

    Business Response /* (1000, 8, 2022/12/07) */
    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 /* (3000, 10, 2022/12/16) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    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. My answer is not accepted because the refund is a month ago, whereas in whole of months to months there's no refund full amount. I request: "You can see full billing from 2019 to 2022. I demand these listings MUST full refund." The reason, I never download Totalav from 2919. I did request it cancel it was 2019 but they never put me cancel. I learned this news was taken my funds Nov 17th, 2022. I was pissed off. I did cancel from 2019. Why they took my funds from 2019 to 2022 total $ of $1,109 dollars. I am expecting this $1, 109 dollars full refund asap! I gave you full screenshot two pictures. Thank you.

  • Initial Complaint

    Date:11/18/2022

    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 just received a call from my bank regarding a transaction. I did not recognize it and so my credit card was frozen. Upon further inspection, I realized it was a fee from Total AV for an annual subscription. A couple of years ago, I did sign up for a special discount service. When I went through the billing logs, I see that each year they have charged me a sum of money for the service and additional fee for unlimited computers. These transactions went through without me ever getting either an email reminder about the transaction taking place. Nor did I ever receive any confirmation about the amount taken out of my account.

    For this latest transaction, I pressed the button saying I did not authorize the transaction and as a result my credit card has been frozen. I have asked to cancel my subscription with Total AV and request a refund for the $159 and assurance of cancellation. Ideally I would like a refund for prior billing fees -- in that I really had no prior knowledge that the fees were being withdrawn from my account. There were no emails before, during or after an annual billing cycle.

    I would also request that this company be required to communicate with its customers about pending transactions and provide receipts (via email or text) to keep things transparent.

    Business Response

    Date: 11/30/2022

    Business Response /* (1000, 5, 2022/11/22) */
    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 do send an email giving notice of this occurrence and looking at your account I can see these have been sent.

    I have now cancelled your account and issued you a refund for the $159 amount. 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, 2022/11/29) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:11/17/2022

    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.
    You took £15 from my bank today I have nothing to do with you i demand that money now or I will take you to court

    Business Response

    Date: 12/05/2022

    Business Response /* (1000, 5, 2022/11/18) */
    Hi *****,

    We have record of an account being created with your details September 2020. Since this time you have had multiple payments taken for the subscription of your account.
    You are also aware of our company and the subscription you hold because we have record of you opening emails that we have sent to you on multiple occasions.

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

    Kind Regards,
    *****

  • Initial Complaint

    Date:11/13/2022

    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.
    On Nov. 13th I have been advised by PayPal that $119.00 has been charged to my account for antivirus protection. I have had no contact with TotalAV nor have I requested or entered into any agreement with TotalAV for their services.

    Business Response

    Date: 11/22/2022

    Business Response /* (1000, 5, 2022/11/15) */
    Hi **************,

    I can see from your account that a refund for the amount of $119.00 has already been previously refunded. You were also aware of this account as you have previously been in contact with our support team.

    The amount refunded will show in your Paypal account. This can take up to 48 hours, but in some cases can take up to 5 days.

    Kind regards,

    Anna


    Consumer Response /* (2000, 7, 2022/11/21) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:11/12/2022

    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.
    There is a charge from Totalav.com with the amount of 169 CAD which have cancelled a while back. This is terrible way of business to take advantage of client. I am seeking the remedy of full refund of 169CAD to my credit card and remove all my account and information from the system.

    I would not recommend this business to anyone. Its a total scam!

    Business Response

    Date: 12/02/2022

    Business Response /* (1000, 5, 2022/11/15) */
    Hi ******,

    I can confirm that a refund for the account stated has previously been issued. Please allow up to 48 hours for this to process, however in some cases this can take up to 7 days.

    Kind regards,

    ****

Total AV Antivirus is NOT a BBB Accredited Business.

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