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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:04/15/2025

    Type:Customer Service 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 has tried to bill me twice for $9.99. Today, April 15th 2025 is the second attempt. I can not get into their website to try and cancel this ongoing issue.

    Business Response

    Date: 04/16/2025

    Hi *****,

    Thank you for reaching out.

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

    Should you have any further questions or require additional support, please feel free to let me know. 

    Kind regards, 
    TotalAV ************* Team 

  • Initial Complaint

    Date:04/14/2025

    Type:Billing 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.
    Unrecognized charge of $139.53 Contacted Total AV. Gave them details and let them know this charge is invalid, as they had already charged me $119.00 for renewal in 2025.

    Business Response

    Date: 04/16/2025

    Hi Reni, 

    Thank you for reaching out to us. 

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV ************* Team 

  • Initial Complaint

    Date:04/10/2025

    Type:Sales and Advertising 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.
    One year ago, on April 5th, 2024 I purchased an annual Total AV license through ****** for 19 euros. On April 5th 2025, without any communication from Total AV about renewing my license or the price change, I received an email from ****** saying that another payment had been executed for a whoppingly inflated 149 euros. I do not wish to extend my license at this price and was not given the opportunity to agree with these new terms and conditions. I understand that the license renewal may come at a higher cost, as the first year was offered at a discounted fee. But the size of this price hike is extremely disproportional, and I am extremely displeased with this lack of communication and dishonest way of running a business. I therefore want to cancel my license and have the payment of 149 euros refunded.

    Business Response

    Date: 04/11/2025

    Hi *****,

    Thank you for reaching out.

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

    The amount of 149.00 has been refunded. The refund should appear in your ****** account within the next ***** hours, however, this can take up to 5 working days.

    You can also manage your billing preferences within your ****** account. 

    Please let me know if there is anything else I can help you with.

    Kind regards, 
    TotalAV, ************* Team 

    Customer Answer

    Date: 04/11/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:04/10/2025

    Type:Product 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 paid for the service but did not upload, the price kept increasing and I got scared and cancelled the service. I have not received my refund yet. There are no phone numbers and when I click on the link it says there is no link. I received a confirmation that my purchase had been cancelled and I would receive a refund to my credit card. It has been 11 days now.

    Business Response

    Date: 04/11/2025

    Hi *****, 

    Thank you for reaching out. 

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

    The refund of $96.93 is currently underway. Typically, it should reflect in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.

    Should you have any further questions or require additional support, please feel free to let me know. 

    Kind regards,
    TotalAV, ************* Team 

    Customer Answer

    Date: 04/15/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:04/09/2025

    Type:Product 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.
    Subject: Unauthorized Charge and Refusal of Refund I am writing to formally complain about an unauthorized charge of $139.00 by Total AV Billing to my ****** account on or around March 25, 2025, of the $139 withdrawal. This charge was significantly higher than my established annual subscription fee of approximately $38-$39, which I have paid for the past two years (2023 and 2024).My previous annual payments were for $38.00 in 2023 and $39.00 in 2024. I did not authorize a renewal or upgrade of my services that would justify a charge of $139.00. I was unaware of any changes to my subscription terms or pricing.Upon noticing the unauthorized withdrawal, I immediately contacted Total AV via email on 03-29-2025. They responded and acknowledged my cancellation request; however, they refused to issue a refund for the $139.00 charge.I canceled my service because of this unauthorized and exorbitant fee. I demand a full refund of the $139.00 that was fraudulently taken from my ********** experience aligns with numerous complaints I have found online (via ****** search) detailing similar instances of Total AV charging significantly higher renewal fees without clear authorization and then refusing refunds. It appears to be a concerning pattern of business practice where connected accounts are subjected to substantial, unexpected charges.Desired Resolution:I request the Better Business Bureau's assistance in obtaining a full refund of $139.00 from Total AV for this unauthorized charge. I also urge the BBB to investigate the apparent pattern of similar complaints against this company.Supporting Documentation:Desired Resolution:PDF I request the Better Business Bureau's assistance in obtaining a full refund of $139.00 from Total AV for this unauthorized charge. I also urge the BBB to investigate the apparent pattern of similar complaints against this company.

    Business Response

    Date: 04/10/2025

    Hi *****,

    Thank you for your email.

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

    The amount of $139.00 has been refunded. The refund should appear in your ****** account within the next ***** hours, however, this can take up to 5 working days.

    You can also manage your billing preferences within your ****** account. 

    Please let me know if there is anything else I can help you with.

    Kind regards
    TotalAV ************* Team

  • Initial Complaint

    Date:04/09/2025

    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 am on a 1 month trial till May 1st. I have tried to cancel this many times since. You can not talk to a real person. They pass you around online and it never gets cancelled. I want it cancelled immediately please before they start charging me monthly. The app screwed up my phone and I had to take it in to be fixed. I had a call from someone supposedly to help me? But they made me download the what's app and kept me on the phone for 20 minutes that did not make sense to me. He has an accent and was being rude to me if I asked a question so I hung up on him because I did not feel comfortable with that phone call??? I think it's all a scam or ?? Please help me cancel this and send me a confirmation.

    Business Response

    Date: 04/10/2025

    Hi ******,

    Thank you for reaching out. 

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

    The refund of $1.99 is currently underway. Typically, it should reflect in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.

    Should you have any further questions or require additional support, please feel free to let me know. 

    Kind regards,
    TotalAV Customer Care Team 

  • Initial Complaint

    Date:04/08/2025

    Type:Product 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 has changed my credit card fraudulently with out permission and my bank as ask me as the steps in the recovery process to ask for a refund to card number **************** in the next three days. Failure to do so will result in me instructing my bank to recover the funds and there for well incurre extra charges. I have never had and account with ************************. Because changing people for something have never purchased is not on.

    Business Response

    Date: 04/09/2025

    Hi *****, 

    Thank you for reaching out. 

    After reviewing your account, I can confirm that you had an active subscription to Antivirus Pro, which recently renewed at the original cost of $9.95.

    Your TotalAV account has now been fully cancelled, and no further charges will be made.

    A refund of $9.95 has been initiated and should appear in your account within 48 hours. However, please note that, depending on your bank, it may take up to 7 working days to process.

    At this time, we cannot locate any payments totalling $30.00 on your account. Could you kindly provide additional details regarding these transactions (e.g. payment dates, methods, or reference numbers), so we can investigate further?

    Kind regards,
    TotalAV, ************* team 

  • Initial Complaint

    Date:04/06/2025

    Type:Billing 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.
    April 6, 2024 Account from ********************** AV ******** for *** ********, but paid in December 2024 ********* as I am a volunteer at *************** club I wish to cancel my personal account and continue with the southport bowls club account

    Business Response

    Date: 04/08/2025

    Hi Jan, 

    Thank you for reaching out. 

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

    The refund of $158.00 is currently underway. Typically, it should reflect in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.

    Kind regards, 
    TotalAV, ************* team 

  • Initial Complaint

    Date:04/06/2025

    Type:Product 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 April 5, TotalAV charged me $455 on my ****** account for a suite of anti-virus programs.I never requested this service.I do not want this service.I believe I have successfully cancelled further renewals of this service, but I want a refund or credit for the current year. I cannot navigate the company website to determine what the status of my complaint is, and I fear they still have my money.I want nothing to do with this company - please help.

    Business Response

    Date: 04/08/2025

    Hi *******, 

    Thank you for reaching out. 

    Upon reviewing your account, I can see the payment of $455.00 was taken for the renewal of the add-ons you purchased alongside your Antivirus Pro subscription. 

    I can confirm these services have been cancelled. The amount of $455.00 has been refunded. The refund should appear in your ****** account within the next ***** hours, however, this can take up to 5 working days.

    The auto renewal on your main Antivirus pro subscription has been disabled and no further payments will be taken. This protection will end on 2026-03-05. 

    Kind regards,
    TotalAV, ************* team 

    Customer Answer

    Date: 04/10/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:04/06/2025

    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 wife canceled Total AV in May of 2021. It was 2 phones protection on one account. I have the emails proving this. Since then we have looked at our statements and noticed that Total AV has been charging us even after the cancelation! Multiple times last year. I'll be checking previous years. We want a full refund from ALL money taken since May of 2021 and to stop being stolen from by this company, because that is what it is. Theft. After cancelation of a subscription, any money taken without authorization, is stealing. I'll be contacting the bank to remedy this as well! Below are the emails confirming they claimed they canceled our account.

    Business Response

    Date: 04/08/2025

    Hi *****, 

    Thank you for reaching out. 

    Upon reviewing your account, I can see this was cancelled on 2021-05-27 and we have not taken any payments since 2021-05-23. This could be due to a duplicate account that is registered under a different email address. To help us locate this account, please provide the below information: 

    - Email address used to sign up with us
    - Name on the card used to make payment
    - Last four digits of debit/credit card used to make payment 
    - Date of charge, currency and charge amount
    - First line of payment card address or zip code
    - ****** Email Address if you paid via ******

    Kind regards,
    TotalAV, ************* team 

Total AV Antivirus is NOT a BBB Accredited Business.

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