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Business Profile

Computer Software

Total AV Antivirus

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 741 total complaints in the last 3 years.
  • 257 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/02/2022

    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.
    Cancelled this acct on 10/2/22. Acct was never cancelled. Was charged again in 11/2022. Reached out again to cancel and their response calls me a loser. Seriously is this how this company does business. Ridiculous.

    Business Response

    Date: 12/09/2022

    Business Response /* (1000, 5, 2022/11/04) */
    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.

    I can confirm your account is cancelled and no further payments will be taken.
    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,
    Ellis


    Consumer Response /* (3000, 7, 2022/11/10) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I was never asked to confirm and addressing me a a loser (los_user) is still unacceptable and no where was that addressed.


    Business Response /* (4000, 9, 2022/11/17) */
    Hi ******,

    I apologise for the misunderstanding. I would like to confirm that our support agent was not addressing you as a 'loser' - the name of the account is iOS_User, and this is dependent on how the customer signs up. Many of our customers accounts are named this, it is simply to do with the signup method (through an Ios device), when we do not have the customer's name on file.

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

    Anna

  • Initial Complaint

    Date:10/31/2022

    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 saw Total AV antivirus online and decided to purchase on 10/30/2022 without looking at the reviews. I downloaded after my purchase. The antivirus program recommended I get rid of *********** Storage on my computer. Me thinking if an antivirus program is telling me to, then this must be what I should do. I uninstalled the *********** Storage from my computer and rebooted my computer and that was the start of my computer crashing. I called the company and advised them what occurred after downloading their program and advised them I wanted my money back. Instead, they insisted I purchase more from them and refused a refund. I then called my credit card company with the transaction still pending and immediately emailed Total AV antivirus informing them that I want to cancel immediately and wanted my money back. I received an email this morning confirming that they received my cancellation request and are moving forward to taking money from my account. I just want my money back that is all and maybe stop this company from harm of others and their computers.

    Business Response

    Date: 11/23/2022

    Business Response /* (1000, 5, 2022/11/02) */
    Hi *****,

    I am sorry to hear about your experience. I can see from your account that a refund was approved on 10/31/2022. Please allow up to 48 hours for this refund to show in your account, however in some cases this can take up to 7 days.

    Kind regards,

    ****

  • Initial Complaint

    Date:10/30/2022

    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.
    Totalav has continued to steal money from my account after disabling auto renewal and removing payment info.

    This started back in May of 2022 when I used the website to login and say I no longer want to have the service. Two months later, at the end of july/beginning of August. I saw I was still being charged. This time I reached to their billing department via email as attached. Dean from totalav said that everything should be turned off and no renewal. Now, October, I see that my account has been charged for September and October as well.

    The service hasn't been used since end of May 2022 when I originally ended the subscription. It also seems each time you try to end it, the representative just wants to talk about how you should stay and buy more services. I am now on another email chain with two responses from two different ppl ignoring what I said in my email and giving what appears to be "scripted responses" to my complaint.

    I want a refund of 5x$9.95 to my account that even though is not available on my website under my login, is still being issued charges monthly.

    Business Response

    Date: 11/08/2022

    Business Response /* (1000, 5, 2022/10/31) */
    Hi ******

    I am sorry to hear about your experience. I have refunded all payments of $9.95 to you. Please allow up to 48 hours for this to show in your account, however in some cases this can take up to 7 days.

    Kind regards,

    Anna


    Consumer Response /* (2000, 7, 2022/11/07) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    The refund as suggested in their response has been provided to my account in which the funds were originally taken.

  • Initial Complaint

    Date:10/28/2022

    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 10/27 money ($119.00) was taken from my account for an unauthorized transaction. The company claims it is for renewal fee. I never had a subscription nor ever heard of this company. When contacting about returning my money they say my email is not in their system, of course it isnt because I never had an account with them.

    Business Response

    Date: 11/08/2022

    Business Response /* (1000, 5, 2022/10/31) */
    Hi *****,

    Can you please provide the transaction ID for the payment you mentioned? That way, we can track it down and further assist you.

    Kind regards,

    Anna


    Consumer Response /* (2000, 7, 2022/11/07) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Situation worked out.

  • Initial Complaint

    Date:10/28/2022

    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 for antivirus service from Total AV with the understanding I would be charged $2.99. They charged me that amount for 2 billing cycles. Then Total AV started raising the amount they charged from $2.99 to $4.99. I complained - they apologized but did not refund the extra charge. Next billing cycle - they charged me $8.99. I complained again and told them I wanted to cancel - customer service told me they would "give me a special rate" and charge me only $2.99. Last time I was billed - they charged me another $8.99. I responded with another complaint with a demand to cancel the subscription. Customer service responded with offers of 1) a discount ( I would only pay $2.99. 2) a refund of $6.00. I continued to seek the cancelation and I was finally sent a "cancelation Link" but no information about a refund. I spoke to a customer service representative whose number I could not find until I accessed the BBB complaint page who directed me to follow through with the cancelation link and I would be able to access the refund information. I did so with the rep standing by - . Turns out they offered to refund the $8.99 - but no mention of the past overcharges. I would like to be refunded the previous overcharges and report their conduct to current and prospective customers.

    Business Response

    Date: 11/18/2022

    Business Response /* (1000, 5, 2022/10/31) */
    Hi ****,

    Firstly, I apologise your experience has not been what you expected. 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; this sometimes appears in your junk folder.

    From your account, I can see that the price of $2.99 was charged to you until 24/2/2022. I have refunded the latest payment on your account. This was already outside the money-back guarantee period, so other payments prior to this one are not eligible for refund.

    Kind regards,

    ****

  • Initial Complaint

    Date:10/27/2022

    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 don't even know when or how I "signed up" for this crappy service. I just looked at my bank account statement and the charge and immediately researched it. I have never shopped for antivirus software so I absolutely feel like this was some scam that popped up. I never sign up for "free trials" and I never give out my bank account/credit card information to companies like this so how they got my information and started charging me is sketchy to begin with. Then when I go to cancel it's the biggest hassle. You HAVE to email them and then you'll get emails from a "customer service representative" with stupid offers for their junk service. It took 3 emails of me being extremely clear that I wanted to cancel the service until they finally provided a link to the cancelation (naturally they couldn't put the link on their website). THEN the link took me to 3 other pages until it finally has to send you an email with a verification code and then more offers until you are finally free. I'm going to watch my account further to make sure they don't keep charging me as well because that's exactly what I expect from these scammers.

    Business Response

    Date: 11/18/2022

    Business Response /* (1000, 5, 2022/10/31) */
    Hi******

    I am sorry to hear about your experience. I have issued a refund for the latest payments on your account. These will take up to 48 hours to show in your account, however in some cases this can take up to 7 days.

    I have also fully cancelled your account to ensure no further payments are taken.

    Kind regards,

    Anna

  • Initial Complaint

    Date:10/25/2022

    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.
    We cancelled our account with Total Av in 2021 and since that time have contacted them for many months to get them to stop charging us a monthly fee. We have even canceled the debit card they were given to automatically charge our monthly fee to. They have been able to charge us using the new debit card each time. We never authorized these charges to the new debit cards. We have most recently asked for a full transcript of this account and informed them that we are filing a complaint with your organization and the consumer protection agency in California.

    Business Response

    Date: 11/15/2022

    Business Response /* (1000, 5, 2022/10/27) */
    Hi ****,

    Firstly, I apologise that our service has not met your expectation. I have refunded all charges on your account and have fully cancelled it so no further payments will be taken.

    Please allow up to 48 hours for this refund to show in your account, however in some cases this can take up to 7 days.

    Kind regards,

    Anna

  • Initial Complaint

    Date:10/25/2022

    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 want to cancel this service. I've been getting the run around. I did cancel this service but they say I didn't. I do want a refund for $19.90. Please help me.

    Business Response

    Date: 10/26/2022

    Consumer Response /* (2000, 5, 2022/10/26) */
    Thank you for your help. Fortunately, it's been
    resolved.

  • Initial Complaint

    Date:10/23/2022

    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.
    Sent a written request to cancel my membership via email. Was informed I needed to call to cancel. I called and was told I would receive a cancellation email. Opened the email and was told to follow a link to get a confirmation code to cancel. No matter how many times I follow the link and request the code, I don't receive one and can't cancel. They keep charging me. I have emailed and called. I am considering contacting the the Consumer Financial Protection Bureau (CFPB). They tell me to check my spam folder for a cancellation code.... nothing there.

    Business Response

    Date: 11/01/2022

    Business Response /* (1000, 5, 2022/10/25) */
    Hi********,

    As of 23/10/22, your latest payment has been refunded. Please be aware the cancellation link email is featured within a cancellation email you receive.

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

    Kind regards,

    Anna


    Consumer Response /* (2000, 7, 2022/10/31) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:10/23/2022

    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 have emailed numerous times to cancel my subscription. They now owe me over 3 months at $9.95 refunded. It shouldn't be this hard to cancel and stop getting billed monthly.

    Business Response

    Date: 11/14/2022

    Business Response /* (1000, 5, 2022/10/25) */
    Hi *******,

    As per your request, I have refunded another two months of payments, giving you 3 months total refund (you have already been refunded the latest amount).

    Please allow up to 48 hours for this to process and show in your account, 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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