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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: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 had subscribed to their anti-virus scanning. I have decided I no longer want it and for the last 5 months I have requested it to be canceled and yet again a charge dmfrom them has appeared on my account. If that's how they operate I definitely don't want to do business with!! I finally got a response from them but as far as I am concerned their business practices are unacceptable. I have attached the email from them but seriously I have made 5 attempts I think it's clear that I want to no long do business with that company! Sincerely ************

    Business Response

    Date: 11/14/2022

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

    I am sorry to hear that our customer support has not met your expectation. Your payments have now been refunded from when you first requested to cancel until now and your account fully cancelled. Please allow up to 48 hours for the refund to process and show in your account, however in some cases this can take up to 7 days.

    Kind regards,

    ****

  • Initial Complaint

    Date:10/20/2022

    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.
    Date of transaction: Sept. 9, 2022
    Totalav advertised 1 year Internet Security for $19.00. I ordered it with a credit card and then they charged me another 18.00 for Advanced Cloud Scanning. The third charge was $39.00 for unlimited devices. I only ordered the $19.00. I was told I could cancel within 30 days. I tried to cancel on Sept 9, 2022 because of the extra charges on my credit card. They send me code numbers to enter and every time I entered them it said it was the wrong code. I did that several times and gave up. I send many messages to them wanting to cancel and they only canceled that it wouldn't renew in 2023. I didn't know it was going to renew with much higher prices.
    The invoice # for Internet Security is ***********. The order # for Advanced Cloud Scanning is ********.
    The invoice # for Unlimited Devices is **********.

    Thank You

    ************

    Business Response

    Date: 11/01/2022

    Business Response /* (1000, 5, 2022/10/24) */
    Hi ******

    These extra charges would have been addons that were purchased during our sign-up flow.

    I can confirm your account has been cancelled and a refund has 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


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

  • Initial Complaint

    Date:10/20/2022

    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 and paid for their program for $49.00. Was not able to use due to conflict of something else on my PC. Requested refund on 8-29-22 via email. Uninstalled program.Sent another email requesting refund on 9-16-22. On 10-9-22 sent another email requesting refund. Received a reply saying my subscription had been cancelled. Still no refund. My customer ID #********

    Business Response

    Date: 11/03/2022

    Business Response /* (1000, 5, 2022/10/24) */
    Hi *****,

    I can confirm your account has 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 /* (2000, 7, 2022/11/02) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I accept as long as they refund.

  • Initial Complaint

    Date:10/19/2022

    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 wanted to bill me for their service. (Personally I thing automated billing should be outlawed.) I informed them that the computer that their product was no longer operational and that I did not want to continue with their service. I told them that I liked their product and would come back to them after the subscription currently with the new laptop expired.
    After MULTIPLE exchanges of them trying to have me stay with them they went ahead and billed me $119.00 for their service. It was ridiculous the amount of computer generated messages that I received from them only to be ignored.

    Business Response

    Date: 10/20/2022

    Business Response /* (1000, 5, 2022/10/20) */
    Hi ********

    Please be aware that in order to cancel your account we require you to confirm your cancellation details in order to complete the process. The verification code to confirm your account and cancellation is sent to you in a separate email.

    I have refunded the latest payment on your account which is for the account you stated in your complaint. Please allow up to 48 hours for this to process however in some cases this can take up to 7 working days. The payment taken has been refunded using the payment method on file.

    I have also fully cancelled your account for you and assure you that no further payments will be taken.

    Kind regards,

    ****

    Consumer Response /* (3000, 11, 2022/11/09) */
    Good Morning

    Just to update you on this company.

    No emails sent to me as stated.

    No moneys returned to my banking account or paypal account.


    Business Response /* (4000, 13, 2022/11/10) */
    Hi *******,

    I have done another account search using the email you provided and can see that there are two accounts under this email address - one using a card as payment method, the other Paypal. The account using the card has already been refunded.

    As for the email with the verification code, this is not needed for you to input and complete the process now as I have done this manually for you. I have closed both accounts and refunded them both also. No further payments will be taken. Please allow the payment up to 48 hours to show in your Paypal account, however in some cases this can take up to 5 days.

    Kind regards,

    ****


    Consumer Response /* (2000, 15, 2022/11/22) */
    Thank you for resolving this issue with me.

    I am Certainly impressed with your services.

    The circular run around I was getting from the original company at issue was totally frustrating.

  • Initial Complaint

    Date:10/19/2022

    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.
    unauthorized charge of 119 dollars on October 18, 2022, unauthorized charge of 37 dollars on October 19, 2021

    Business Response

    Date: 11/07/2022

    Business Response /* (1000, 5, 2022/10/20) */
    Hi ****,

    The payments stated have been refunded to you. Please allow up to 48 hours for these to show in your account, 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,

    Anna

  • Initial Complaint

    Date:10/18/2022

    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.
    Company tried to charge me after I canceled the service back in july

    Business Response

    Date: 10/26/2022

    Business Response /* (1000, 5, 2022/10/19) */
    Hi *************
    I can confirm your account is now cancelled and no further payments will be 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, 2022/10/25) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:10/14/2022

    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.
    For several months they have tried to debit my account after I have cancelled my account. The bank notifies me each month and I have to contact them and verify it is a fraudulent transaction.
    I have contacted them several times and getting tired of the hassle. They are crooks.

    Business Response

    Date: 10/25/2022

    Business Response /* (1000, 5, 2022/10/17) */
    Hi********,

    I have investigated your issue and can confirm that your account is cancelled and no further payments will be taken from you.
    I have made sure that these attempts will no longer be made to your account.

    Kind Regards,
    Ellis


    Consumer Response /* (2000, 7, 2022/10/24) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:10/14/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    TotalAV withdrew £486 from my account, I was aware of the £22 introductory offer in Sep-2020.

    Shortly after my system crashed and the software was wiped off my PC. I thought nothing of it,

    This Year I noticed £149 taken from account on October 2022 via paypal. So I logged into Paypal to see what this payment was for.

    Initially I thought it was AVG anti virus who i am currently using, so i put a dispute with PAYPAL and contacted AVG. AVG said they didn't recognise the account or the amount. I went back to Paypal to see more details, it was only then i saw auto biling from Total AV, So I googled them and located their customer service.

    I was charged via automatic billing without my knowledge or notification.

    Customer services stated that they can refund £149,

    on further investigation what i discovered was more shocking, I fund out that in 4/10/21 took £118 and on 09/10/21 the too £93. They were just entering my account and taking what they wanted.

    Also in 2020 the £46 after they had take the first £22.

    This is for a service I had not used in 2 years, they did not bother to check, they were just charging me yearly charges.

    In total They took £486. I was contacted by their Team to say they will escalate this and if i believe i have been over charged they will do something about it. But this statement is not true. The came back to say they can only refund the latest charges. All they need to look to see that this service was not used at all by me and give me a refund. They said I have missed the the 30 days Grace to received a refund.

    This is a case of a fraud, sitting behind a stupid policy to defraud innocent people of their hard earned money is criminal.

    I want my money back TotalAV. What you are running here is not a business but a SCAM.

    Business Response

    Date: 11/04/2022

    Business Response /* (1000, 5, 2022/10/17) */
    Hi ***,

    I have investigated your issue and can confirm the following:
    A refund of the last payment taken (£149) has been issued to you and is on the way back into your account. Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.
    Unfortunately, you have made no attempt to cancel your subscription until now. Therefore, this is why only the last payment can be refunded back to you as you are still in your 30-day refund period for this.

    TotalAV has no way of knowing when a customer is using their account, or how active they are, as this would be a violation of our customers privacy.

    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.
    We advise all customers that if you wish to cancel your account, please do not simply uninstall your software, you need to contact us in order to cancel the account.

    Kind Regards,
    Ellis

  • Initial Complaint

    Date:10/13/2022

    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.
    I subscribed to this service and agreed to pay a monthly fee of $9.95. I decided to cancel my service and the only way to cancel service is by sending an email to: ******************. On June 13th I sent an email requesting they cancel my service. They did not cancel my service, Billed my account in July and August. I sent another email in August requesting a cancellation and a refund for everything billed since July. The email response from Total AV is encouraging me not to cancel, instead of canceling per my request. I have been billed again in September despite MULTIPLE requests to cancel and get a refund. Here is the latest email response from Total AV:

    "Hi ******
    I'm really surprised to hear you are looking to cancel your protection with us.
    Did you know that TotalAV has recently been awarded multiple antivirus certifications? You can see them on totalav.com/awards.
    I would love to be able to get a resolution together for you, were you having a pricing or technical concern?
    Our team is available 24/7 to assist in any way that we can.

    I look forward to hearing from you,
    Rhys Sharp
    Customer Service Representative"

    It appears to be an automated email response every time I request the service to be canceled. I can't call anyone at TotalAV and this appears to be a SCAM by the company to STEAL automated payments despite multiple requests to cancel the service. I blocked any further payments to this company. This is completely unethical and I believe to be stealing. I have never submitted a complaint against any company until now. I would love a refund and apology from the TotalAV, but I doubt that will ever happen.

    If you have any questions or if I need clarify in more detail, please don't hesitate to conact me.

    Business Response

    Date: 11/04/2022

    Business Response /* (1000, 5, 2022/10/17) */
    Hi *****,

    I can confirm I have cancelled your subscription and no further payments will be taken.
    I have also refunded you all the payments taken up to June where you initially requested to cancel.

    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:10/12/2022

    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.
    Took money from my account in the amount of $169.00 on October 11, 2022 after CANCELLING MY SUBSCRIPTION LAST YEAR. Phoned and said I do not use this service and I want a refund and was told I cannot get a refund because its "out of the time limit". Absolutley will NOT recommend this business to anyone. And I expect a refund in full as I have KIDS TO FEED this month.
    CUSTOMER ID: ********

    Business Response

    Date: 10/31/2022

    Business Response /* (1000, 5, 2022/10/14) */
    Hi ******,

    As I can see from your account by doing a quick account search using the email you provided, a refund was issued on 12th October 2022. You account has been fully cancelled and no further payments will be taken.

    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

Total AV Antivirus is NOT a BBB Accredited Business.

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