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:10/10/2022

  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 cancelled the account on two seperate occasions and they continued to bill me. WHen asked for a refund for the previous month they refused although they acknowledged receiving the cancellation. they claim to have sent a cancelation email but i checked the e-mail on the date as well as SPAM account and there was no such email sent to the address they indicated they sent email to.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Hi *******,
  
  Please note, in order for an account to be fully cancelled we require customers to provide their cancellation details in which we send a separate email to do so.
  
  I have refunded the payment for September also, even though this payment was outside our terms policy.
  
  Please allow up to 48 hours for the payment to process, but in some cases it can take up to 7 days. Please also note this has been refunded to your Paypal account as this is the payment method we had on file for you.
  
  Best wishes,
  
  ****

• Initial Complaint

  Date:10/09/2022

  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.

  TotalAV has been charging me for antivirus services that I never requested, nor authorized. They took monthly payments for almost 2years. This is not my main checking account that I use regularly. It was an account that I used for dividend deposits. I only caught the fraud when the account was overdrawn. I couldn't believe that it was overdrawn when I looked at the account. This started 1/21 through 9/22. TotalAV only refunded me $14.99 for the last month. I uploaded one of the emails that I sent them requesting that they refund the entire amount that they stole from me. They took a total of $209.79 from my account in monthly payments. What's interesting is that if you look at their pricing plans, the price for 1 yr is only $19. for the year 2021. Yet they withdrew much more than that with their monthly payments for the year. I never even downloaded their virus protection on my phone. I didn't know that it existed. I never received any correspondence from this company either. This company is completely fraudulent and I wasn't surprised to see other people who were defrauded also. Isn't there some way to expose this company for the thieves that they are? Especially in this economy, we are all trying to save any way we can. We don't need people stealing from us too. I would appreciate any help that you can give me.
  
  Sincerely,
  
  *********************
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2022/10/11) */
  Hi *****
  
  I would like to assure you that there is no way that a customer can sign up to our service without entering their payment details themselves - we do not 'steal' details from anyone.
  
  All payments made in 2022 have been refunded. These were on a monthly subscription basis, it seems.
  
  Please allow up to 48 hours for the refund to show in your account.
  
  Kind regards,
  
  ****
  
  
  Consumer Response /* (3000, 7, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  ****,
  
  I find it interesting that my so called, "subscription", just happened to begin on New Years Day on 1/1/21. I had a New Years Day party on that day and I'm pretty sure that I didn't have time to scroll through my e-mails and accept an offer for antivirus protection that I didn't need. I have had an antivirus protection plan with McAfee for years. I would have deleted your offer as soon as I saw it. You should have some documentation of my enrollment which no one seems to have. A doc-u-sign or a contract of my services contract. Your software must not be very good if your program doesn't have enrollment information. You said that "it seems", as though I was on a "monthly subscription basis". You don't know? Why is that, that you don't know? No record of my enrollment, makes sense. With McAfee, I have to renew my subscription every year. There's no interruption with my protection because they email months in advance to remind me. Hmm, you just keep the subscription rolling for as long as you can until the client finally cancels it. You don't care about their protection lapsing because you are worried about them. You do it because you want to make money from them, just like gym memberships. What a racket! Your company should be under investigation. I don't know how you get innocent people's credit card information but I'm pretty sure that it's not honestly. What is so strange to me is the account that the funds were drawn from. It wasn't my regular checking account. It was an old account that I haven't used in years. It was an account that I kept for sentimental reasons. That's why you were able to deduct from it for almost 2 years. I never looked at that account until it was overdrawn. I thank God that I didn't have more money in the account. You would still be taking money unbeknownst to me. My deceased husband and I used that account 15 years ago. Now I'm going to have to close that account because I have no idea how you received my account information. I don't even carry that debit card in my wallet. Do you know what you were protecting? I've never received ANY communications from you. I get emails from McAfee from time to time. I'll bet that you didn't even have my email address until I started emailing you. I would appreciate it if you would investigate the information that I've given you. I swear that I'm not responsible for this account. If you investigate you will see that I am right.
  
  Sincerely,
  
  ***** ********
  
  
  Business Response /* (4000, 9, 2022/10/27) */
  Hi *****,
  
  The email address you provided with this complaint shows an account that was opened in February 2021. This was on a monthly basis. If you have another account with charges from 1/1/2021 as you have stated, please provide the email address for this account.
  
  Sometimes email communications from us end up in spam email folders. It may be that yours appeared there.
  
  I have refunded a further two payments from your account. They can take up to 7 days to show in your account. These are already outside of the money-back guarantee period (14 days for monthly subscriptions), as are the other payments and these therefore are not eligible for a refund.
  
  Regards,
  
  ****
  
  
  Consumer Response /* (4200, 11, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Not the total amount paid. I reached out to McAffee for a statement during that time period. I hope that they respond to my request. I'll send it when I receive it.

• Initial Complaint

  Date:10/07/2022

  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've been trying to cancel my subscription many times and TotalAV refuses to cancel my subscription. The last email said to follow the link and instructions to cancel but they did not provide a link or instructions. No matter how hard I try they will not cancel my subscription that will automatically renew annually. My account number with totalAV.com is #********.
  My account info is...
  *******************************************************************
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Hi ******,
  
  I can confirm that your account has been fully cancelled and no further payments will be taken.
  
  Kind regards,
  
  Anna

• Initial Complaint

  Date:10/07/2022

  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.

  In May of 2021 I was charged for Totalav. I contacted the company by email to refund the $149 they charged me. After multiple emails back and forth and explaining that I did not have access to the computers using this program, they finally refunded my money. In September of 2021 they charged me $39 & $49 which I did not catch. In September of 2022 I noticed a charge of $119 on my credit card. They are also trying to charge my credit card another $99. Thankfully i caught that before it went through. I once again have contacted the company multiple times to get my money back and have this account cancelled. I keep getting the same emails about the value of this product etc. I do not own a computer to use this program on. I would like the total of $207 refunded to me and a guarantee that this account has been cancelled and I will no longer have to deal with this every year.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Hi *******,
  
  I apologise for the difficulties you experienced. I can confirm that your account has been fully cancelled and no further payments will be taken. The amount taken in September 2022 has been refunded.
  
  Please allow up to 48 hours for this to process, however in some cases this can take up to 7 days.
  
  Kind regards,
  
  Anna

• Initial Complaint

  Date:10/07/2022

  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 emailed on July 31, 2022, and called in August to cancel my service. I noticed that the amount is still being charged on my September statement.
  I called today, 10/7, and was told I had not replied to the cancellation email. I was not told I had to respond to an email which is utterly stupid as to why I would have to take another step to cancel their service.
  On today's and August 11 calls, they offered me a discounted rate if I kept the service. When I said no, they offered me an even lower price, and I said no again. They have charged me for September and October.
  The operator told me they only had a 14-day cancellation policy, so she could only refund me for one month. I told her I had canceled over two months ago. She continued to say she would only refund one month. I asked to speak to a supervisor and was told there were no supervisors in the building.
  She told me my subscription was canceled and the refund would take seven to 10 days to appear on the card.
  I am not confident that my subscription has been canceled, as I was told this on the first call.
  
  They owe me a refund for at least two months.$9.95 x 2 $19.90.
  
  This company has terrible customer service. I can't believe there was not a supervisor available. It sounds like their customer service/billing is outsourced.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Hi ******,
  
  The charge from September has already been refunded. Your renewal date was 30th of the month, so no charge for October has been taken as this date has not passed, and your subscription has already been cancelled.
  
  No further payments will be taken.
  
  Kind regards,
  
  ****

• Initial Complaint

  Date:10/04/2022

  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.

  Scam of a company! Advertises $19/year for internet protection, but lies and has ALL these additional charges if you want any real kind of protection!! It's a total JOKE!!!! I paid the 19, then was led to the site. IT asked if I wanted Total protection, I thought it would take me to another screen before I confirmed my credit card. IT DIDN'T!!! IT STOLE MY $39!!!! RIGHT THERE, RIGHT THEN!!!!! JUST LIKE THAT! THAT is sooooo wrong and soooo deceptive!!! I didn't agree to that!!!!
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Hi ****,
  
  The charge of $39 has been refunded for you. Please allow up to 48 hours for the refund to show in your account.
  
  Kind regards,
  
  Anna
  
  
  Consumer Response /* (2000, 7, 2022/10/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They would not budge until BBB intervened. Their only response to multiple emails was that I needed to keep it along with multiple paragraphs of all the reasons why I needed their product. The experience was maddening.

• Initial Complaint

  Date:10/04/2022

  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.

  I requested a cancellation of my subscriptions from TotalAV in January, dispute my request they continued to take money from my bank account. I noticed this recently and requested a cancellation and a refund. They have refunded for one month and have failed to reimburse me for the full amount. What's worst is I can't escalate the issue or speak to someone to resolve this.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Hi*****
  
  After a quick account search using the email address you provided, I can see that the only request for cancellation was in September. I cannot find any mention of a cancellation request in January. According to our records, the account was actually created in January. As per our terms, any payments taken outside of our money-back guarantee period are not elgible for a refund.
  
  Please see ********************* for more information.
  
  Kind regards,
  
  Anna

• Initial Complaint

  Date:10/04/2022

  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.

  A couple months back I accepted a trial offer of TotalAV antivirus, the very same day as accepting the offer, I determined it would have no value to me and emailed my cancellation request; I was extremely clear in my determination to cancel.
  TotalAV responded 3 times with counters to my cancellation, all of which were answered with unquestionable certainty on my part. Despite my documented cancellation through their specified, though well-hidden, cancellation tab.
  Charges continue to renew at $9.95 month.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Hi *******,
  
  The latest payments have been refunded. Please allow 48 hours for the refund to show in your account.
  
  Kind regards,
  
  ****
  
  
  Consumer Response /* (2000, 7, 2022/10/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The fees have been refunded.

• Initial Complaint

  Date:09/27/2022

  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 did NOT choose to renew a subscription with TotalAV, I am using McAfee for internet security, yet two days ago Total AV took $US149 from me via my Paypal account. They are dragging the chain in resolving this, sending me around in circles, saying how "surprised" they are that I don't want protection, blah blah blah. Once I did get through to them that I do NOT need their services as I have another provider, I did eventually get an email with a link for me to click to "finalise" the issue. Problem being, I click the link, then get told I will be emailed a verification code, said email NEVER arrives. I've had it, I need you good people to give this company the nudge it needs to just accept I don't want their service, and TO REFUND MY $$ IMMEDIATELY, back to my Paypal account.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Hi ********,
  
  The email address you have provided with this complaint is not one we have on our records. Is there an alternative email address you may have used to sign up?
  
  Kind regards,
  
  ****
  
  
  Consumer Response /* (2000, 7, 2022/10/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Issue sorted once BBB was involved. My money was refunded, which is all i wanted. Pity they chose to give me ghd runaround initially and just wouldn't accept my choice to use McAfee for my internet security.

• Initial Complaint

  Date:09/26/2022

  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.

  9/25/22
  They charged me $119 through PayPal. PayPal won't do anything nor they.
  It looks like I was charged twice last year at this time and I don't remember this at all.
  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Hi ******
  
  From the charges on your account I can see that the two charges last year were due to the monthly subscription being upgraded to an annual one, which is something we offer to customers after they have signed up as it works out cheaper.
  
  All customers receive an introductory discount on their initial subscription. To ensure our customers' devices continue to stay protected, all services automatically renew at the regular rate. Full information can be found on our website.
  
  I have issued a refund for the latest renewal payment. Please note this will appear in your Paypal account. Please allow 48 hours for the refund to show.
  
  Kind regards,
  
  Anna