Complaints

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.

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 discovered a charge on my credit card and found it came from totalav and found charges every month from last December. I have not used the service don't want it didn't sign up for it they can't tell me how I joined and have the town I live in wrong. I have never received an email or a notification that I am signed up.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/14) */
  Hi ********
  
  I can see that your account has been cancelled and a refund was issued to you. Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.
  
  If you would like our assistance please contact********************
  
  Kind Regards,
  Ellis
  
  
  Consumer Response /* (3000, 7, 2022/11/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The only acceptable resolution needs to be a full refund from December of 2021. I have never used Totalav's product and didn't even know what it was. I also have no idea how I joined
  I have asked Totalav this question and have no answer. The reviews and complaints I have read show others that have been tricked into Totalav. I have never given them my credit card info, in my account they have the city I live in wrong and no other information about me. I should not have to pay for a product I have never used or wanted.
  
  
  Business Response /* (4000, 9, 2022/12/07) */
  Hi ********
  
  Unfortunately an account was created using these details and a subscription has been active since 2021. Your request for a refund is past our 30-day policy and therefore we cannot refund any more previous payments.
  
  Kind Regards,
  Ellis
  
  
  Consumer Response /* (4200, 11, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  How was this account created I did not create it and with what details you don't even have the right address I can prove that I have never used your product.

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Yesterday, I paid for the Total AV antivirus and my account on their website shows that I paid. However, I keep getting a message that says "Protection Disabled." According to their website, the protection is active on my laptop and my smartphone. My smartphone shows that the protection is active. The laptop still says "Protection Disabled." I have written to the company and am getting no response at all. Something is wrong and I called for help but am getting nothing. I expect better service than this and am demanding an answer right away!

  Business Response

  Date: 01/10/2023

  Hi *******,
  
  We are sorry to hear you are having difficulty and we would really like to help you resolve this. Ensuring all of your devices are protected is very important to us.
  
  If your software is not working, it's most likely that you will need to sign in to your paid account.
  
  Should you still need to download the software, please click the following link and naviagate to the 'Get Started!' tab to access our Installation support article, where you can download the software.
  Once installed, you can login to the app and this will automatically add the device to your device count, and ************************* can be initiated from there.
  
  help.totalav.com
  
  Kind Regards,
  *****

  Customer Answer

  Date: 01/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I want nothing more to do with this company! I'm not accepting their lame excuses when I tried so long to get help but was just given parrot-like responses that solved nothing. I've read many reviews that echo my feelings now. I'm giving them thumbs down without pity; they could have helped me before, but it's too little-too late now. Let them find other victims and leave me alone! If they had been decent before I complained here, maybe I would have been more receptive, but I'm through with them now. Treat me like trash and you get trash back from me! I'm not accepting insincere expressions of remorse after months of being told that I was stupid and worthless, which is what their inaction was saying to me in effect!

  Business Response

  Date: 01/23/2023

  Hi *******,
  
  I am sorry to hear about your experience. As my colleague has previously mentioned, it is likely that this message you were receiving on your account was due to needing to sign into your paid account.
  
  Please ensure you are logged in with the correct credentials, and this will resolve your issue.
  
  Kind regards,
  
  ****

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 runs a scam using the U-Tube annoying adverts, It claims it can eliminate them. I went in and had a look to see what was involved. Then started getting many annoying screen interruptions. which were difficult to eliminate. Found the icons associated with the programme in my files and removed it. The screen **** got worse so totally ignored it. Some days later it started again after a warning flashed up that they would renew my contract in two weeks. Shure enough they have taken the most expensive option out of my account. No idea how they found the details as they are not stored on my computer. Now £145 pounds lighter for nothing. I have never used any of their **** and have a perfectly good system protection at a fraction of the price. I have now blocked the bank from letting them take any more from my account. This sort of company deserves to go the way of all conn acts straight in the bin.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Hi ******,
  
  I have investigated your issue and can confirm the following:
  
  An account was created using your details in 2020. Since then you have been receiving emails from us that we have record of you opening and viewing.
  
  I have refunded the last payment taken and cancelled your account. 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:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Total AV on 10/25/2022 to scan my computer for viruses since I work from home. I got logged in and ran an initial scan on my computer and it worked great. From that day on, every time I log on to my computer I get pop ups from Total AV stating that my subscription has expired and I need to click on the link to reactivate my account. I have logged out and back in several times, and the website says I am protected. Then, if I try to log into any other website, the pop up comes and says my protection has expired and to click on a link. I originally paid $19 which they said was a special, and the price was for a year. When I click the link it says I can purchase a year's worth of protection for $49.00. My credit card was charged the $19.00 on 10/25 so the subscription is PAID. I have emailed the company and the first response I got was to click on a link to give them remote access to my computer so they can fix the problem. I told them no way, to just refund my money. The second response I got from them they told me that I am logged in under the incorrect email address so I need to go back and log in under the correct email address. I know I am logged in under the correct address because it says my computer is covered. I uninstalled the Total AV program from my laptop, restarted my computer, and the pop up is still popping up saying that my protection has expired. When I go to my Programs, it doesn't show that Total Av is even installed so how is this pop up still coming up? I want this program OFF my computer and I want my money refunded. I still have it installed on my PC, but now I am afraid that they will be installing ransomware on both of my computers since I uninstalled it and it still shows up.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/11) */
  Hi *********
  
  Could you please provide the email address associated with your paid account and I will action this.
  
  Kind Regards,
  Ellis

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  11-08-2022, I received notice of a monthly charge to may paypal account, I did not authorize the charge. I contacted Paypal and canceled the charge and the monthly contract. Today I received notice that they have charged my bank accoount directly, don't know where this is comming from am attempting to contact Total AV for explanation.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Hi ***,
  
  I have done a quick account search and can see that their is an account under this email address that uses Paypal as the payment method. It seems you were aware of this account as you contacted our support center asking to cancel, stating you had uninstalled the product and had not used it for a while.
  
  Please be aware that in order to cancel the account, you are sent a code in an email to verify your account and then must complete the cancellation process. Simply uninstalling the software does not cancel your account.
  
  Regarding the unauthorised charge - 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.
  
  I have fully cancelled your account and issued a refund, Please allow up to 48 hours for this to process, however in some cases this can take up to 5 days.
  
  Kind regards,
  
  ****
  
  
  Consumer Response /* (2000, 7, 2022/11/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was able to cancel this account, I did not sign up for the annual subscription, they finally responded to me and refunded the charges

• Initial Complaint

  Date:11/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 (unsuccessfully) to get TotalAV to cancel my future subscriptions (I do not want my credit card charged yearly as I no longer need the service.
  
  Each time I email them with this simple request I get a run around. First I am told I am making a mistake. If I persist, they tell me I can find a link (somewhere on their busy site), and cancel future payments by doing so myself. NOTE -- they have absolutely no problem adding or continuing charges from their end. They only are reluctant to do so when subtraction rather than an addition or continuation of funds has been requested.
  
  I have emailed them at least 4 times about this (and called once -- only to be convinced to accept a partial reduction of their product at a reduced cost. My bad. I wanted -- and still want -- TotalAV to cancel ALL FUTURE payments for a product I no longer need). I have continually gotten the run around -- e.g., you need this product, do it yourself, etc.).
  
  This is *******. It is NOT customer service -- it is customer dis-service.
  
  I teach @ 800 students per year at the Univ of California (a prime purchasing population). If my future subscriptions are not cancelled and I am not informed of their action by the end of the week I will share my experiences with my students (I will work it into lecture as part of the social psychology of persuasion) of the behavior of TotalAV.
  
  This is no way to provide customer service (sic) for their product.
  
  **********
  Prof of Psych and of Philos at UCSB
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Hi ****,
  
  I am sorry to hear about your experience. You have been issued a refund and this will show in your Paypal account. Please allow up to 5 days for this to show. I have also fully cancelled your account so no further payments will be taken.
  
  I have also unsubscribed you from our mailing list so that you do not receive any other communications from us.
  
  Kind regards,
  
  ****

• Initial Complaint

  Date:11/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Signed up for Total AV on iphone as an app. Tried to cancel using the email the websitye provided to cancel account. After about 10 back and foth emails with company with them trying to convince me not to cancel finally got a link to follow to submit request. However, that link makes makes you provide a verification code that NEVER gets sent to email so cancellation can't be completed. I have tried phone, and 3 different computers, and 4 different browsers and have tried for DAYS and around 50 times and it will not work. When emailing company about problem they keep telling me they sent the link to cancel and will not address I cannot complete the cancellation because link will not send a verification email. This is beyond frustrating. I should not have to try 100 times to cancel something I do not want so I do not get charged anymore in future. It doesn't show up in itunes as all other app subscriptions do so only way to cancel is through this route... which doesnt work. This seems like a SCAM. I need this service cancelled immediately and will not be paying for future payments for something I have been trying to cancel!!!!
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Hi *******,
  
  I can confirm that your account has been fully cancelled and no further payments will be taken. You have been issued a refund, and this will show in your Paypal account as this is the payment method we have on file for you. Please allow up to 5 days for this to show in your Paypal account.
  
  Kind regards,
  
  ****

• Initial Complaint

  Date:11/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Order ********* dated 11/2/22 for $19.00 paid with credit card. Not clear what was included with package. Attempted to install and told to click on features that were not in package. This resulted in two additional charges of $39 and $39. On 11/3/22, I requested refund for $78 and received confirmation for that. Due to all the difficulties with installation, shadiness of the charge process, and lack of clarity about package contents, and number of BBB complaints, I requested additional refund of initial $19. The person that I spoke to kept asking me questions that required a "YES" answer. No confirmation was received for that request. I have removed their software, but their ads pop up every time I go on the internet, and they continue to email me about their products.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 6, 2022/11/08) */
  Hi ******,
  
  As of 6th November 2022 I can confirm that your account has been fully cancelled, no further payments will be taken and you have been issued a refund of the amount requested.
  
  Please allow up to 48 hours for this to show in your account, however in some cases this can take up to 7 days.
  
  You have also been unsubscribed from our mailing list.
  
  Kind regards,
  
  Anna
  
  
  Consumer Response /* (3000, 7, 2022/11/07) */
  ***Document Attached***
  I wish to amend original complaint. The total amount owed to me is $175. The business has credited $97 to my credit card. However, I discovered two additional charges for $78, which I am currently emailing them about. These are charges that I was not aware of until I was able to review my credit card information. I have uploaded information to substantiate my change. If the business complies with my request to refund additional monies, I will be closing the complaint. My credit card company notified me of what they termed "fraudulent activity on my account." I have uploaded the record of charges and credits.
  
  
  Business Response /* (4000, 9, 2022/11/10) */
  Hi ******,
  
  All payments on your account have already been refunded. The payments on the account we have for you associated with this email address total $136, which has been fully refunded as of 6th November. Please recheck your bank statement and check the charges again, if possible.
  
  If there is another account with these additional charges you mention that is under a different email address, please inform us of this and I can get these cancelled for you too.
  
  Please be aware that refunds can take up to 7 days to show in your bank account.
  
  Kind regards,
  
  Anna
  
  
  Consumer Response /* (4200, 11, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Based on a current review of my credit card account, I find two additional charges of 0.39 billed as INTERNATIONAL TRANSACTION FEES. Once they have been credited, I will consider the matter resolved. It was not clear at the time of filing what the source of these charges was. Documentation attached.
  
  
  Consumer Response /* (2000, 13, 2022/11/30) */
  As of November 29, 2022, I have been informed by my credit card company that the two .39 charges have been credited back to my account. These charges represented a 10 percent fee imposed by the card company on two of the $39 items because some of the illegal charges for were from a company outside of the US. VISA has graciously reversed these two (.39 charges). Thank you BBB for the valuable service that you provide. My final impression of the company, TOTAL AV, is that they are unscrupulous in their dealings. While they may receive high ratings in the marketplace, they definitely bear watching. If my card company had not detected the unscrupulous activity on my account, the result could have been devastating.

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 9/11/22 I repurchase TOTAL AV antivirus Pro for my computers for $119. I understood from what I read (as well as from the previous year 2021 purchase) that the plan was the same. On 10/12/22 I was charged an additional $99 dollars to my credit card from TOTAL AV for unknow charge. I was upset and sent email asking and telling them I was unhappy for the additional charge that I did not authorized. As well as letting them know that I could not remove my card from being automatically charged. They tired to get me to stay. I told them in another email that I was unhappy for getting charged $200 dollars. They sent another email explaining the charge. They stated I was given a introductory price of $119 then it reverted back to $99. Again I told them I was upset and wanted my account canceled regarding the $99 (in my email I wrote $90 but meant $99). Long story short Total AV cancel all of my antivirus PRO protection that I had paid $119. They told me they could not refund my money due to being pass the refund period. Which is not what I wanted other than them canceling what ever the where charging me for $99. I email again telling them that my antivirus PRO that I had paid for $119 was also canceled and did not get refunded. I figured since they had canceled the whole thing they would refund me. They replied by stating that I was outside the refund time. On 11/4/22 I called and told them that I did not ask to canceled what I had already paid for. I was asking to have the $99 service canceled. They lady name *******, had me on hold for a long hold and then came back to tell me that there was nothing she could do because I had requested the account to be canceled and hung up on me.
  I have the emails save on my phone. I am upset because they are not being honest. I was never complaining about the Antivirus Pro $119. I was complain about the additional charge of $99. Now they robbed me of the service and money and wont talk to me.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Hi *****,
  
  I can see from your account that the charge of $99 has been refunded on 10/12/2022 to the payment method we had on file for you.
  
  Your account has also been fully cancelled and no further payments will be taken.
  
  Kind regards,
  
  ****

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 reviewed my PayTotal AV PayPal auto transactions. To my suprise their were multiple charges from Total AV dating back to 2020. Most in small dollar amounts on or about the same dates. This happening from 2020 to now. The original transactions in November. In February of this year 2022 I was charged an additional $88.00. then just recently sent an email stating that my subscription would auto renew in November for $159.00. I have spent over 3 weeks trying to contact customer support for resolution. None of the emails resulting in resolution. Or them cancelling my account. Today I called and a woman named ***** in sales assured me that there would be no further renew. When I spoke to ****** in billing I was told there was nothing she could do. I explained to her that I am sure their side of the technology should be able to provide them with the support they need to see that this service has NEVER been used by me. Especially seeing as how the email they are billing they have no record of ****************************** They do however have a record at *********************** and customer #********* I was then informed that their was no manager. When I told them I would contact the BBB. A woman came on and told me that it was out of the time frame and nothing could be done.
  This is predatory, in my opinion, From the fact the service has never been used. If there was an initial set up say in November. Why am I charged again in Feb. and they can see wether or not it has been used. The denial of any refund. Is case in point of predatory services.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/07) */
  Hi *****,
  
  I have investigated your issue and can confirm the following:
  As the first contact we have from you regarding cancellation is outside of our 30-day window, we unfortunately cannot refund most of these payments.
  
  For your information, the $88 taken in February was for our additional VPN service that you had previously purchased the previous year. The amount for this has been refunded to you.
  
  We do not have the ability to see when customers are using our application, or not, as this would be an invasion of privacy.
  
  I can confirm your account has been cancelled and no further payments will be taken.
  
  Kind Regards,
  Ellis
  
  
  Consumer Response /* (2000, 7, 2022/11/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This is satisfactory, If the $88.00 is refunded. I also attempted to notify the company starting about a month ago. I received no information. Nobody was able to locate the account. There were also multiple emails sent asking for service to be stopped. I then received an email that I would be charged again in November. Considering that the company could not even find an initial account. Appears to indicate one has not been used. Nor the need for any type of other services in February to be billed from the original November date.
  However, Please Do Not Renew and Refund $88.00. If I find documentation dationg back to the year it should of been cancelled I will submit that later.