Computer Software
Total AV AntivirusThis business is NOT BBB Accredited.
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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 ComplaintThe 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:07/30/2022
Type:Service or Repair IssuesStatus: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 purchased a plan from Total AV to clean the infected files in my laptop. Months later, I found out that my files were 60% infected, while the Total AV blurb kept telling me that I was protected. I bought another program and have tried to cancel my recurring payment. This AM, I was beyond frustrated because the "person" *************, kept re-sending the same questionshen I wrote that I was sending this thread to the BBB for elder abuse, (I am 73), the thread shut down. I tried to get them to cancel, again, and again the thread was shut down.
I need some help with this. What I want is for Total AV to cancel my account. The next payment is August 10.Business Response
Date: 08/10/2022
Business Response /* (1000, 5, 2022/08/01) */
Hi ********,
I have investigated your issue and can confirm the following:
A Cancellation has been requested previously by you and in return we have sent you multiple cancelation links which we do require you to click in order to confirm that you wish to cancel your account.
I have now cancelled your account and the subscription will not renew.
Kind Regards,
*****
Consumer Response /* (2000, 7, 2022/08/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was disappointed to have wasted time on Total AV's site and will not use their services. Thank you, BBB for your assistance or i would still be trying to close the account.Initial Complaint
Date:07/27/2022
Type:Service or Repair IssuesStatus: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.
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 Amy 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: 08/04/2022
Business Response /* (1000, 5, 2022/07/28) */
Hi ****,
I have investigated your issue and can confirm the following:
An account was created in July 2021 with your details.
The same account (Using the email you have provided) also contacted TotalAV in July 21 asking for technical support.
The same account has also opened multiple emails from us regarding subscription & renewals.
Please be aware that 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 on your account that a cancellation has already been provisioned and a refund has been sent.
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, 2022/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive a refund. It's possible my email was hacked as I have never personally contacted this company for any reason. I used Norton anti virus products sine the late 90's on ALL of my devices. I never even heard of this company and never downloaded anything from them.Initial Complaint
Date:07/24/2022
Type:Service or Repair IssuesStatus: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.
Cancelled the TTL AV antivirus during the trial period. Received a bill for about
$400 for renewing subscription. Keys on my computer stuck and added a 0 to the end of the payment. Called them and they put me through to a refund department. I was told they would have to process the refund but in the meantimme fill out a form which they sent me via email. I was unable to print out a copy due to the method they used to send it to me. All sounded legit so far until the representative insisted that I advance them $3000 which was the overpayment and the refund for that year's program (despite having cancelled it).
Rep now stated the money wouldn't be refunded unless I sent them another $3000. I did not so I am out the original $3000. The rep kept calling and I tried to reason with him to no avail. He offered to reduce the amount owed to $2000.
They had credit cards on file and after sending $500 via Zelle I tried to send another $500 via my Chase and AMEX cards. Both charges were declined so I called and was told that it was being processed - something both credit card companies denied and both advised that the recipient was a suspected scammer. Both credit cards were cancelled.
Later that day Amazon called with suspected fraudulent activity. Someone tried to purchase an Egift card on the account. Again cancelled another account (Amazon). Spent about 5 hours trying to straighten out this mess.
3 more other Zelle charges are being dishonored. I was told fraudulent (three attempted) activities suspected and confirmed. All but the first payment sent through Zelle were declined due to "suspicious" activity.
Would greatly appreciate help on this . Let's see if this is really a responsible / reputable company.
I look forward to an answer
Now I'm out $3000 and concerned about being sent for collection. Hopefully you can investigate these errors and advise me of the outcome.
Sent to BBB on July 24 2022Business Response
Date: 08/15/2022
Business Response /* (1000, 5, 2022/07/28) */
Hi *****,
We are sorry that you are having difficulty.
Please could you provide me with the email associated with your account as I can't seem to find an account associated with the email you have provided.
With the correct details I can help resolve this matter.
Thank you.
EllisInitial Complaint
Date:07/24/2022
Type:Service or Repair IssuesStatus: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 is not a good company. I would like to stop the charges to my credit card.
Each charge is more than the one before.Business Response
Date: 08/15/2022
Business Response /* (1000, 5, 2022/07/28) */
Hi *********,
I have cancelled your subscription and no further payments will be taken.
Kind Regards,
EllisInitial Complaint
Date:07/23/2022
Type:Service or Repair IssuesStatus: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.
Without warning or contact with totalav they began charging my bank account $9.95 a month. I never even heard of this company and they were randomly charging my debit card for unknown services. When i contacted them they could find no record of my account - spoiler i never signed up for one that's why they couldnt find it. To resolve "my problem" they required screenshots of the bank transactions that werent authorized which i provided. I also asked that the charges be refunded since i never used any of their services. No apps downloaded, no software installed i have never even heard of them until they began stealing money from my account. They never refunded three charges of $9.95, never said they located the questioned charges, never said they found any account nor provided proof i ever used any of their services. After a brief period the charges began again in June to the tune of two more $9.95 charges for two months.
In total they have stolen $9.95 from me over five different times for approximately $50 with no end in sight. I contacted them again and was handled by a rude CSR that refused to solve my problem, said I'd have to call someone else back and provide screenshots again and refused to allow me to speak with any supervisor and hung up on me.
Now i dont know how things like this can happen that a "company" can steal CC information somewhere and begin charging bank accounts monthly. Its outright theft. I want a refund on every charge they have taken and wont settle for anything less. This is outrageous and criminal. Small enough to stay off radar but enough it needs to be stopped. The State needs to get involved and start prosecuting these thieves.Business Response
Date: 08/15/2022
Business Response /* (1000, 5, 2022/07/28) */
Hi ******,
I have investigated your issue and can confirm the following:
You have had an account with us since 2018 and have been in contact with us before regarding technical issues you were having with our App.
You have also opened multiple emails from us in the past regarding your account.
I have cancelled your subscription and no further amounts will be taken.
Kind Regards,
EllisInitial Complaint
Date:07/22/2022
Type:Service or Repair IssuesStatus: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.
My account was charged $149.00 without my permission on July 11th and also put my account in the negative charging me a total of $72.00 . I contacted them and had employees being rude and telling me that I would get a refund within days . I still haven't received my money $221.00 . Here is a copy of my account. o whom this may concern , I was charged $149.00 without my approval and also charge $72.00 for overdraft fees . I've enclosed proof of the charges from both and expect full refund.
OD CHARGE -$36.00
Posted Jul 13
OD CHARGES -$36.00
Posted Jul 12
APPLE.COM BILL ************ ** -$11.06
Posted Jul 12
TOTALAV.COM ************** -$149.00
Posted Jul 11
I talked to ************* who was supposed to be taken care of the matter and assuring me that my refund would by Friday. This transaction didn't occur. I want my refund asap and I'll be contacting the better business bureauBusiness Response
Date: 08/15/2022
Business Response /* (1000, 5, 2022/07/28) */
Hi********,
I have investigated your issue and can confirm the following:
According to our records, the amount was never successfully taken from your bank as it was declined multiple times.
Due to this, I would hope that as your subscription is now cancelled and that this issue isn't present anymore.
If you could please get back in contact if this isn't the case.
Thank you.
Ellis
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