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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:09/21/2022

    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 never signed up for this business or even heard of it yet over the past four years they have been unknowingly charging me every year with a total sum of $406. When I contacted the company they simply offered me a discount for next year and refused to give me any of the money back other than the most recent charge due to a "30 day money back guarantee" I feel as though a money back guarantee does not apply when you're being scammed of the money in the first place. I need all of my money back. I have never used this service.

    Business Response

    Date: 10/10/2022

    Business Response /* (1000, 5, 2022/09/23) */
    Hi ****,

    From a quick account search I can see that you signed up for our service in 2019. As per our money back guarantee, we cannot refund any money outside this period.

    You were issued a refund to your paypal account on 21/9/22, please allow up to 48 hous for this refund to show although it can take up to 7 days.

    Kind regards,

    ****

  • Initial Complaint

    Date:09/19/2022

    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 keeps taking money out of my account after several attempts to have them stop stealing my money.

    Business Response

    Date: 09/28/2022

    Business Response /* (1000, 5, 2022/09/21) */
    Hi *********

    I have cancelled your account and refunded your last payments:
    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, 2022/09/27) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:09/18/2022

    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 a free trial of Totalav anti virus protective software. The program was garbage so I cancelled the subscription. Two weeks ago, they tried to renew my subscription after i told them last year to cancel it. They are trying desperately to get me to renew but they cannot understand that I don't want their program. I want them to be told to stop the renewal attempts and to never contact me again. I want it to be publicly known that it is my OPINION that Totalav is a scam and they are ripoff artists. Because of their attempts to renew the subscription, my debit card has been blocked and I'm going to have a problem buying groceries this week. Please leash and muzzle them.

    Business Response

    Date: 10/07/2022

    Business Response /* (1000, 5, 2022/09/20) */
    Confirmation that the customer has been unsubscribed from emails and mo further contact will be attempted.

  • Initial Complaint

    Date:09/18/2022

    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.
    This software doesn't work on the newer MAC laptops. Started crashing after OS upgrade. Very poor online support and no-one in tech support answers the phone. The company makes it very difficult to cancel the service and doesn't provide any refund for the remainder of the year with account being already disabled.

    Business Response

    Date: 10/07/2022

    Business Response /* (1000, 5, 2022/09/20) */
    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.

    Please contact our Support Team either by clicking the link below to start a live chat, or by emailing [email protected] with details of the issue that you are experiencing and on which device.

    I have also refunded the latest payment on your account as an apoloy for the difficulty you experienced. Please note, the refund can take up to 7 days to show in your account.

    Kind regards,

    ****

  • Initial Complaint

    Date:09/10/2022

    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.
    They took money without my knowledge or concent

    Business Response

    Date: 09/30/2022

    Business Response /* (1000, 5, 2022/09/13) */
    Hi *****,

    We apologize if there has been some confusion regarding the charges to your account. I have refunded the payment taken from your account on 9/9/22 and have cancelled your account. Please allow 48 hours for this refund to show on your bank statement, however in some cases this can take up to 7 days.

    Kind regards,

    Anna

  • Initial Complaint

    Date:09/10/2022

    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 First Transaction: 8/22/2022 ***********: Transaction number: ************* Amt: -$19.00
    Date of Second Transaction: 9/09/2022 ***********: Transaction number:************** Amt: -$19.00

    I ordered *********** because my Chromebook would not allow me to stay connected to WiFi. *********** would not download. I called *********** asked that it refund my $19.00. The customer service representative tried to get me to download it to one of our other devices. I explained that our other devices were already covered by antivirus software. Something is obviously wrong with my Chromebook and I was taking it in for service. Please refund my $19.00. She continued to harass me about keeping the service. When I refused, she said she would "take care of the refund" and hung up on me. I waited three days without a refund. I called ************ again. Talked with a second representative who continued was determined that I keep ***********'s service. I explained why I was unable to do so. Again, I was promised that my refund had been processed and I would see a "credit" on my card for $19.00 within 24 to 48 hrs. Checked my card to find a pending transaction for a debit of -$19.00 from total *********** instead of a credit for +$19.00. I called *********** customer service again 9/09/2022 and explained to the representative of the error that had been made and would she please correct. She said that it showed a refund on her end and if I had anymore problems to take a screen shot of the transaction and send it to billing. I did as she suggested, but the email address she gave me didn't work.
    The settlement I desire is for *********** to refund by crediting my account +$19.00 and correct the pending -$19.00 debit.
    Thank you for your assistance in this matter. I appreciate it immensely.
    Regards,
    **************

    Business Response

    Date: 09/27/2022

    Business Response /* (1000, 6, 2022/09/13) */
    Hi *****,

    I apologise for the confusion relating to the requested refund. I can see on your account that a refund has been processed on 9/9/22. Please note that in some cases, refunds can take up to 7 days to process.

    Kind regards,

    Anna


    Consumer Response /* (2000, 8, 2022/09/26) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Thank you for your assistance in this matter. *********** has refunded the debits made to my account.

  • Initial Complaint

    Date:09/08/2022

    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 canceled my membership 3 months ago due to loosing my job. I went online twice and canceled my payment and told them not to bill my credit card again. They agreed and showed it was canceled. The next two months billed again. Called them told them they were supposed to not bill me and they did. The representative on the phone laughed said they would not bill again and reimburse me my last 2 payments. Was not reimbursed and billed again. This company is a scam.

    Business Response

    Date: 09/29/2022

    Business Response /* (1000, 5, 2022/09/09) */
    Hi *****,

    I have cancelled your membership and refunded the extra amounts 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:09/03/2022

    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 received this message from PayPal regarding "TOTALAV."
    I did not purchase or attempt to purchase "TOTALAV" at any time.

    "...Your $149.00 purchase at PAYPAL *TOTALAV on Aug. 31 was declined because you were already over your $750.00 credit limit..."

    I replied,
    What is "TOTALAV"?
    I didn't buy anything on 8-31-2002 called "TOTALAV."

    Business Response

    Date: 09/23/2022

    Business Response /* (1000, 5, 2022/09/05) */
    Hi********

    After investigating this issue I can confirm the following:
    An account was created using your details on the 01-02-2022. 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.

    On your account I can see no amount of $149 being charged or attempting to be charged to your account. I have however refunded and cancelled your account so therefore there will be no further payments 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

  • Initial Complaint

    Date:09/02/2022

    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.
    Totaled continues to charge my card, tho I cancelled a year ago, repeatedly asked them to cancel, and i don't use their service ...and Never have

    Business Response

    Date: 09/23/2022

    Business Response /* (1000, 5, 2022/09/05) */
    Hi *****,

    I have investigated your issue and can confirm the following:

    Your request to cancel and receive a refund was honoured on Monday 15th August.
    If you still haven't received your refund then please email ******************* and we can rectify the situation.

    As your account is now cancelled, no further payments will be taken.

    Kind Regards,
    *****

  • Initial Complaint

    Date:08/27/2022

    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 originally purchased TotalAV in 2018 for $29. The following year, I was charged $99, and I emailed to say I did not want to keep the subscription at that rate. I was refunded $80, paying a total of $19. The next year I was charged $99, again with an $80 refund to make it $19 after emailing.

    In 2021 they charged me $39, and I asked about the rate change, and they refunded me $10, to make if $29. This year, I was charged $149, and they have said they would give me an "80% discount" to make it $29, but doing a quick google search, the program is available for $19 if purchased new. I brought this to their attention with screen shots and asked for a refund of the difference, and they told me I could get that if I cancelled and bought it again. Yet they still claim they are giving me an 80% discount if I am charged $29...

    It appears this company is predatory of people after the initial year and charges whatever they want, then claims they are giving a deep discount to give you the rate they currently offer. I don't mind paying the rate that is appropriate; but it seems they are offering low rates then banking on people not checking their bank statements after the first year and charging whatever they feel like from then on. Check your bank statements- they will charge you a lot more than expected each year.

    Business Response

    Date: 09/16/2022

    Business Response /* (1000, 5, 2022/08/30) */
    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. I can confirm I have issued a refund for the recent charges.

    Kind regards,

    Anna

Total AV Antivirus is NOT a BBB Accredited Business.

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