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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:08/23/2022

    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.
    Total AV is still charging me despite me cancelling my account over 2 years ago.

    I was charged 69.05 on 06/28/22 and 06/28/21 and when I went to their website and messaged them via the chat they claimed they could not find this charge. I then called and was told the same thing. I asked to speak to a manager and was told my call could not be transferred. I have the statements as proof and would like to be refunded.

    Business Response

    Date: 11/21/2022

    Business Response /* (1000, 5, 2022/08/25) */
    Hello *****

    I have investigated your complaint and can confirm the following information.

    There is no account record under the email address that you have provided with this complaint.

    I have however been able to find an account with an email address ending in @******* . This is however a free account which has never been charged.

    In order to assist you with the charges incurred, we need confirmation of the email address that is linked with the paid account.

    If you could please confirm this information.

    Kind Regards
    ******


    Consumer Response /* (3000, 7, 2022/08/31) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    Hi ******,

    Thank you for your response.

    It looks like the email associated with the charge should be ********************

    I appreciate your help with this!

    Best,
    *****


    Business Response /* (4000, 9, 2022/09/08) */
    Hi *****,

    I have searched for your account in our database and I can see that your subscription was detailed as a Google Play Store subscription, so no payments are showing in our records.

    I would like to kindly ask you if you could please send a screenshot of your statement that shows the charge, if possible.

    It may be that the charge is from Google Play and therefore why it is not showing up on our system.

    Kind regards,

    ****


    Consumer Response /* (4200, 11, 2022/09/22) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    Please find the attached screen shot of my charge.

  • Initial Complaint

    Date:08/23/2022

    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.
    I cancelled total av in May. After I realized the cost is $9.99 a month not a year. The first month was 2.99. I thought this was a year. They responded that they received my request and it would be cancelled. I was charged again in June, July, and now August. Every month I cancel again and ask for my money back. They say it's done but I'm still charged. I have blocked any more payments but it cost me another $20 to do so.

    Business Response

    Date: 09/01/2022

    Business Response /* (1000, 5, 2022/08/25) */
    Hello *******

    I have investigated your complaint and can confirm the following.

    A request was made to cancel your account, however the confirmation of cancellation link was not completed therefore the account was not cancelled.

    I can confirm that I have now cancelled your account and issued a refund of $29.85 for the monthly payments that were taken in June, July and August.

    The account is now cancelled and no further charges will occur.

    I hope that this has helped to resolve the issue for you.

    Kind Regards
    ******


    Consumer Response /* (2000, 7, 2022/08/31) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    They cancelled and refunded three months of charges.

  • Initial Complaint

    Date:08/21/2022

    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 contacted TotalAV immediately after I decided that I didn't want their service. I did this during a free trial period, when I decided I didn't want the service. Now I'm getting notice that I haven't paid for the service which I contacted them multiple times to stop.

    Business Response

    Date: 08/30/2022

    Business Response /* (1000, 5, 2022/08/23) */
    Hi*****,

    I have investigted your issue and can confirm the following: from searching for your account in our database, I can see that your account is in the 'free' state and no payments have been made so no money has been taken from your account.

    Kind regards,

    ****


    Consumer Response /* (2000, 7, 2022/08/29) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I accept the response and have requested no further contact from the company.

  • Initial Complaint

    Date:08/20/2022

    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 called to cancel my account and they make it nearly impossible to cancel. In order to cancel they send you a code that you must enter but every code they send doesn't work. I had to have my POA call, and even then they wouldn't cancel with out my consent. I suffer from dementia and it's getting worse so giving my consent it not always available. Plus they refuse to give you a manager or any other way of filing a complaint.

    Business Response

    Date: 09/09/2022

    Business Response /* (1000, 5, 2022/08/23) */
    Hi *******,

    I have invetsigated your issue and can confirm the following: The email address you provided with this claim is not in our account records. However, by searching your name, I found your account under a different email address and can see you have an account with us.

    I can also see that you were issued a full refund on your paid account on 20/08/2022. Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

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

    Please be aware that your account will no longer be active.

    Kind regards,

    Anna

  • Initial Complaint

    Date:08/19/2022

    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.
    On the date 20/09/2019 I asked the company on how to cancel the subscription, in which I beleive that I did do this. On the date of 19th August 2022 I noticed that I had been charged $149 AUD and on the same date in 2021 I was charged $89 AUD. I asked to cancel my subscription due to multiple programs on my computer that totalAV was blocking me from using. On top of that $149 is very above the advertised use of their service.

    Business Response

    Date: 08/30/2022

    Business Response /* (1000, 5, 2022/08/23) */
    Hi ***,

    I can confirm I have investigated the issue and can confirm the following:

    From the email provided with this query, I searched our database for your account. Upon finding your account, I investigated the charges you mention and could not see any Paypal payments, just one payment for the introductory price, much less than the renewal price.

    I can confirm that your account was cancelled when you initially requested, and no further payments have been taken since that date, according to our records.

    If you require further assistance, please email *******************

    Kind regards,

    ****


    Consumer Response /* (2000, 7, 2022/08/29) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    So when using this email, I pay via my paypal account that was originally made. I was not informed that a second account would be created using my PayPal address (*******************************. Although PayPal has refunded the payment of this year, a payment last year was made. I was completely miss guided.

  • Initial Complaint

    Date:08/19/2022

    Type:Billing 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.
    August XX XXXX
    I requested the cancellation of the service due to the disproportionate increase in price and the automatic charge to my credit card and they refused to cancel the service, I requested that the money be returned in addition. They work from the UK

    Business Response

    Date: 09/22/2022

    Business Response /* (1000, 5, 2022/09/12) */
    Hi********

    I have investigated your issue and can confirm the following:

    Looking at your account, your subscription has already been cancelled and a refund for the amount requested has been issued.
    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, 2022/09/19) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Full refund

  • Initial Complaint

    Date:08/19/2022

    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.
    August 13 1922
    149.00
    Contact the company to cancel the subscription due to the increase in cost and they refuse. The discount is automatic and does not provide to cancel future charges

    Business Response

    Date: 08/30/2022

    Business Response /* (1000, 5, 2022/08/23) */
    Hi ******,

    I have investigted your issue and can confirm the following: I searched for your account using the email provided on this query, and from our records I can see that you were issued a refund of the amount you have stated, on 21st August 2022.

    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, 2022/08/29) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:08/19/2022

    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.
    My brother, ****, who is mentally slow, received a text message from Total AV in July 2022. He thought it was something from AT&T and signed up for their service because he doesn't know any better. He was initially charged $2.95 on July 19, 2022, which I saw on his bank account (since I monitor). I immediately emailed the cancelation department without receiving a satisfactory response. I called Total AV and told them to cancel the subscription. They kept trying to keep him subscribed and they were very rude. They finally sent a cancelation email and I clicked the link to cancel it. The linked confirmed cancellation. We thought that was the end of it. However, there is a charge pending for $9.95 on his account today August 19, 2022. Again, I sent another email to their billing department with a automated response. This company is sending our fishing text messages and taking advantage of the mentally handicap and the elderly. We expect that the $2.95 and the $9.95 be refunded immediately and this subscription canceled for go.

    Business Response

    Date: 09/09/2022

    Business Response /* (1000, 5, 2022/08/23) */
    Hi ****,

    I have investigted your issue and can confirm the following: I searched for your brother's account on our system and can confirm a refund for the charge that appeared on 19th August was issued the day after (20th August). I have also gone ahead and refunded the additional charges.

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

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

    Please be aware that your account will no longer be active and your antivirus protection has ended.

    Kind regards,

    Anna

  • Initial Complaint

    Date:08/17/2022

    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 tried a trial of this account back in May. Was quickly dissatisfied and so attempted to cancel subscription prior to trial being over (was told I was unsubscribed and wouldn't be billed). Noticed I was still being charged, so I contacted the company to get this taken care of. (This time this was the day I had just been released from the ICU after nearly dying for a week straight.) Was told my account was canceled and I wouldn't be charged again. Here it is 2 months later, just to find out that I was still being charged. I called back and after waiting on hold the first time, I was hung up on by a disgruntled employee within 2 minutes of our phone call, so I had to call back and wait on hold a second time. (Mind you this is now the 4th time trying to cancel). This very last time, I was informed by the person on the phone that not one of my other Communications or phone calls had been recorded or documented so it appeared as if I was completely satisfied with their service and wanted to continue paying for it. The person I spoke to this last time said that they have finally taken care of it and I will no longer be charged and that my account was canceled, but we will ultimately see next month if they follow through or if I was just blown off again.
    *Charged by account 3 unauthorized times
    *Failed to cancel or even record that I called to cancel multiple times.
    *Hung up on by CUSTOMER SERVICE REP who hadn't even given me a chance to say my name after quickly getting upset for some unknown reason.
    *Had to spend and waste a ridiculous amount of time trying to do something (cancel) that should have been simple and months ago.
    THIS IS A HORRIBLE COMPANY THAT DOESN'T CARE IF YOU HAVE NOTHING TO OFFER, THEY STILL WILL TAKE FROM YOU WITHOUT YOUR PERMISSION AND LIE TO DO IT!

    Business Response

    Date: 09/07/2022

    Business Response /* (1000, 5, 2022/08/19) */
    Hi *******,

    If you wish to cancel your account please email ****************** from the email address associated with your paid subscription and a member of our support team will be able to arrange this for you.

    I can see on your account a refund has already been issued and yI can confirm your account has been cancelled.

    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:08/17/2022

    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.
    Total AV CREDIT CARD CHARGES.
    I was notified via text of certain charges against my credit card on 8-16-2022. Checking my bank account, $149.00 to Total AV via Paypal. Contacted Total AV, and suggested the charges were too much. Initiation fee in 2020 was $19.00, followed by $99.0 in 2021. I was offered a discount to $59.00 for the next two years. I agreed but realized that if I cancelled my account, and re subscribed, I may pay only $19.00. Tried to log into Toyal Av account buy was told my subscription was expired. Called Total AV 8-17-2022 and asked for a full refund since they cancelled my account. CS suggested a glitch was the reason for the cancellation, however they were still trying to charge me the $59.00. Received notification from Paypay that a refund was issued for $90.00 only. This notification from Paypal was also sent to me on 8-17-2022. Asked Total Customer service where the balance of my money was and they said they would refund the $59.00 but it would take a week or more to see the monies in my account. I have my doubts about the outcome. and would suggest staying away from this company.

    Business Response

    Date: 09/09/2022

    Business Response /* (1000, 5, 2022/08/19) */
    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. 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.

    I can see from your account that a refund has been issued and your account has been cancelled, therefore no more 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,
    *****

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