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:08/16/2022

  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 am seeing monthly charges to mypaypal from Total AV. I have never signed up with Total AV. I have not used any services from TotalAV. I do not use anti-virus software on my computer. I do not know how they were able to put a recurring charge on my paypal but I have not authorized any charges to them. I want a refund of the charges that Total AV has made to my paypal account.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Hi ****,
  
  Thanks for getting in touch. Hi
  
  I have investigted your issue and can confirm the following: I found your account in our subscription database, and it seems you have had an account with us since 2021, and have had regular monthly payments since then.
  
  I have also seen that you have since been issued a refund, confirmed by our team on 08/16/22. Please allow up to 5 working days for the refund to show in your paypal account.
  
  Kind regards,
  
  ****
  
  
  Consumer Response /* (3000, 7, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Upon further investigation I have found that TotAL AV has been debiting my paypal account $9.95 monnthly since jUNE 2021 - A total of 15 months.
  
  I reiterate that have never signed up with Total AV. I have not used any services from TotalAV. I do not use anti-virus software on my computer. I do not know how they were able to put a recurring charge on my paypal but I have not authorized any charges to them. I want a refund of the charges that Total AV has made to my paypal account.
  
  To date Total AV has refunded me 3 months. They must refund me the charges for 12 additional months.
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  Hi ****,
  
  Refunds can appear in your account within 48 hours, however, please allow up to 7 working days.
  
  Your account with us was set up on 16/06/2021, and no attempt was made to cancel until 2022, the payments of which have been refunded. All other payments are not within the money back guarentee period and are therefore no longer eligible for refund.
  
  Kind regards,
  
  ****

• Initial Complaint

  Date:08/16/2022

  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.

  on 8/11/22 I ordered total av for $19.00 and come to find out that I could not run this program on my computer do to the fact that I would have had to delete other programs that I had on my computer witch would have incurred the lost of a great deal of money so I decided to cancel the total av program and asked fro a refund this was the next day on 8/12/22 and they say that you have 30 day money back guarantee and now they are refusing to refund my money and keep sending me emails trying to get me to keep it witch I told the 3 times to cancel it and I explained why and they still insist that I keep it what there are trying to do is bully me in buying something that I don't want
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Hi *****,
  
  Thanks for getting in touch. I am sorry to hear that our service has not met your expectations.
  
  Your comments have been fed back to our Customer Services support team.
  
  Hi
  
  I have investigted your issue and can confirm the following: As you are within the 30-day money back guarantee perioud, I have cancelled your subscription and issued a refund.
  
  Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.
  
  Kind regards,
  
  Anna
  
  
  Consumer Response /* (2000, 11, 2022/09/06) */
  Yes the dispute has been satisfied thank you for your help

• Initial Complaint

  Date:08/15/2022

  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.

  My phone was hacked so I was searching for a way to prevent it from happening again. TotalAV said that, for $2.99 per month, I could purchase protection from this. However, I was charged $9.95 instead and I found out that TotalAV lied about the extent of the protection.
  
  I sent a follow up email to comfirm what I had purchased and they confirmed that I was not protected at all from the spyware that was installed on my Apple phone.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Hi ******,
  
  All customers receive an introductory discount on their initial subscription and are given the option to purchase protection that meets their individual requirements. 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.
  
  If you feel you have been charged too much or charged for a service that you did not want, please email us at ******************* and we can rectify the situation.
  
  Please keep an eye on your junk folder incase our reply is filtered into there by your email provider.
  
  Kind Regards,
  Ellis
  
  
  Consumer Response /* (2000, 7, 2022/08/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/15/2022

  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 contacted Total AV to cancel my subscription and a new service that I was charged for and don't even know what it was for. The agent didn't respond to my request to cancel the subscription but told me he would give me a partial refund on the subscription for the next year and told me to call back later to cancel the subscription. Then he thanked me for renewing and hung up while I was trying to tell him I didn't want to renew.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/17) */
  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.
  
  If you feel you have been charged incorrectly, please email us at [email protected] and we can rectify the situation.
  
  If you have already been in contact with our Support Team, they will respond via email so please check your junkmail if a response has not been received.
  
  Kind Regards,
  *****

• Initial Complaint

  Date:08/13/2022

  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 subscribed to Total AV approximately 3 years ago. When the second year rolled around approx. 4/2021, this company automatically took funds out of my account upon expiration, I let it slide since it was during Covid since I needed security to log in to my company's platform remotely. By the time the 3rd year rolled around, 4/30/2022, I no longer wanted the service and once again inadvertently forgot they rolled my service over to deduct funds annually. This company attempted several times to withdraw from my secondary account and was unsuccessful. As soon as I deposited funds, they withdrew my funds in the amount of $149.00, from Wells Fargo. I wrote the company to unsubscribe and they offered to give me complimentary service in an email as well as a refund. In my communications, I relayed that my funds were still not returned. I also raised an issue with my financial institution, which was to no avail. I wish to report this company and ask for my full refund as well as the complimentary service that they offered. This time I am going to add proof of communications, since Wells Fargo didn't request that and do not go as deep into an investigation as the BBB. My hope is that this company - TotalAV lives up to what they offer and that they make this situation right. The customer rep that I had communications with and will send proof of email exchange as soon as I can is - ************.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */
  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 that your account is now cancelled and I have issued a refund.
  
  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, 2022/08/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will check my account. The business was responsiveness to join and offered a deep discount. I am tempted but hesitant. My ask is that they are more transparent and let customers know way ahead of time when they are deducting funds and how much and give us an option to opt out quickly. Thanks BBC!

• Initial Complaint

  Date:08/12/2022

  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.

  Unexpectedly I got a $149.00 charge on a PayPal account. To my surprise TotalAV has been charging for for years via an unknown auto-renewal policy. Prior charges were not at the $149.00 level and went unnoticed. I immediately contacted PayPal and TotalAV to request a refund and removal of the auto-renewal billing.
  
  The TotalAV web side is impossible to navigate and its never clearly states an auto-renewal is active. Moreover it is hard to affect a cancellation.
  
  When engaging TotalAV support team members via email, they repeatedly delay and not follow thru on requests for refund and auto-renewal removal. They taunt you to continue to use their product. They say to cancel you need to follow a link in the email. The link was not in the email to cancel. I have even used their ****************** email address.
  
  TotalAV does not deal in good faith and having been in IT myself for 40 years, I can say their Web site is intentionally misleading and the customer support staff are training to delay and not take direct action when formally requested.
  
  The only companies worst then these people is a cable company refusing to cancel you service.
  
  I have NOT used their product in years, I use a competitor. Shame on me for missing the minor charges, but I did notice the outrageous $149.00 charge the highest they ever billed.
  
  Companies like these should pay a penalty for fraudulent practices.
  
  ***********
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Hi ***,
  
  I have investigated this issue and can confirm the following:
  
  I found your email address in our database and found interactions with us with requests for you to cancel your account. In your interactions with us, you stated the email address you have contacted us from in this complaint.
  
  However, upon investigation, I can see that the account associated with this email address has no subscriptions and has not been billed. I investigated further and found a paid account associated with yours under a different email address, which has been billed at the amount you stated in your complaint. However, there have been no interactions from this other account requesting cancellation or a refund.
  
  I have now cancelled this subscription and no further payments will be taken.
  
  Kind regards,
  
  Anna
  
  
  Consumer Response /* (2000, 7, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the response, but they never tell me which email address they are refereeing to. My interactions with Total AV and my login only works on the ******************** account. I am told the auto-renewal is removed and I have received a refund.
  
  We can consider this case closed, though I would like to know what email address they are referring too. Thank you.

• Initial Complaint

  Date:08/11/2022

  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 signed up for TotalAV protection in mid-April 2022 after I suspected i had clicked a fraudulent link on my phone and wanted some protection for my phone. the regular monthly charge after the first 30 days was $9.95 per month. I got a new phone in early 5/2022 and cancelled the service in the app (or so I thought). On 6/12/22 I received a charge through my debit card for $9.95 and called Total AV to dispute the charge because I had cancelled the service. The woman that I talked to continually kept trying to sell me the Total AV product, of which I kept telling her I didnt need the service and wanted a refund since I cancelled the service. After a good 20 minute phone call, she said she would process a refund of the charge for me and send me email confirmation that my account had been cancelled. I never got the refund, and never received any emails from TotalAV.com confirming my account had been cancelled. I got another $9.95 charge on 7/12/22 but did not realize it. Today, 8/11/22 I have another pending charge for $9.95 from TotalAV. I called to request a refund for the last 3 months of charges that shouldnt have come through, and that the girl in June told me she would refund the charge and cancel my account but today the woman I talked to said they "have a 14 day money back guaranty, and she can only refund the most recent charge". She stated the only way to cancel membership is by them sending an email and you clicking on the hyperlink in the email. Why on earth would I take action this way given all of the virus' and fraud and phishing that happens through hyperlinks? I told her I already requested in June to cancel the membership and the lady said she would send me a confirmation email that my account was cancelled, which I never received. I repeatedly requested to talk to a manager and the lady told me there is no manager available. I did just receive a cancellation email that was directed to my Junk email and looks like fraud. I want 3 months ref
  

• Initial Complaint

  Date:08/11/2022

  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.

  Total av somehow got my credit card number but when i got an email to download link, I never did.they have been charging me 99.00 on 2/22/2021. Now they went thorough my paypal account and charge me over 70.00 and i do not have a account with them. I want my money back. They are scammers.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Hi *********
  
  I have investigated your issue and can see that a refund has already been issued to yourself.
  
  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:08/11/2022

  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 have experienced the same issues as many in the previous complaints. Below I have copied and pasted a complaint that I would like to add to. The difference is I did sign up with them but after being signed up for additional services without my permission and being charged several times for the same service that supposedly was supposed to be every year. I canceled there service and requested refunds they processed the refund. I made a point of making sure my account was set to not auto renew. On 8/1/2022, I was billed for a year service for something I didn't request. I contacted TotalAV to cancel immediately and get a refund. They responded with a very patronizing message saying they wanted to upgrade my service for free. I replied back to demanding to cancel and refund. They canceled and confirmed. I had to contact them again to get a refund. This morning, I got a message saying they want to offer me service, after making it perfectly clear that I do not want their service. They need to be prosecuted to the fullest extend of the law.
  
  Same complaint that several people on your web site has filed against an antivirus company called Total AV. A charge showed up on my PayPal account for $119.00 for their software. I never signed up with them, never even heard of them until I saw the charge. I never downloaded or installed *** of their software either. I want the full ammount refunded, ($119.00) and do not want this charge or any other again. I also want to know how they got my credit card information. These people need to be prosecuted.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Hi
  
  I have investigted your issue and can confirm the following:
  
  I have refunded your account for the date provided. I can confirm that your account has been cancelled and no further payments will be taken.
  
  Please allow up to 48 hours for the refund to process, however in some cases this can take up to 7 days to complete.
  
  Kind regards,
  
  Anna
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They did not confirm that I will not be contacted by their business again.
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  Hi************
  I can confirm you have been unsubscribed from email communications from us.
  
  You will not be contacted again.
  
  Kind regards,
  
  Anna
  
  
  Consumer Response /* (2000, 11, 2022/09/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/07/2022

  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.

  July Aug 2022
  I had this company for free trial and paid $19.00 for a year. Then a $119.00 comes up on my credit card and Paypal. It had just happen one day and then I emailed paypal,credit card , and totalav Asking "Who gave authoriztion"to pay this amount as I had all of these companies that I wanted No Direct Payment. I filed a compliant with all the above Co. I contacted by email and canceled pending actions. Finally got my $119.00 back to Credit Card. NOW
  some way when I logon or try to use a URL their Web site Ad comes up. This is harassment as I have deleted everything on my computer but they still do the harrassment.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hi *****,
  
  What you will need to do is remove our cookies from your browser. Please Google how to do this on the Browser you are using (Chrome, Edge, Firefox etc.)
  
  Also make sure everything is uninstalled from your computer. Click the following link below to visit our support page and find information on how to uninstall the app.
  
  ********************************
  Kind Regards,
  Ellis