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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

  • 740 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:04/05/2025

    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.
    Total Antivirus (Ultra Antivirus) was recommended my Kaspersky Antivirus after ********* was denied further business in the US due to national security issues. Ultra Antivirus software was automatically installed on my computer without my permission. I removed the software as soon as I recognized that it was there and I never used the product. My ********* product stopped working sometime around October or November 2024. I then signed up with a different antivirus company, having never signed up or authorized payment to Ultra Virus. Fast forward to March 30th, I received a text from my credit card company questioning an attempted charge. It was Ultra Antivirus in the amount of $129.99. I contacted my financial institution and had the account closed. On April 5th I checked my new credit card account and the Ultra ********************** charge had again been automatically charged to the new account number. I again contacted my financial institution and had the charge removed, the account closed and the all further transactions with Ultra Antivirus blocked. The practice of installing software without permission and billing months later when a person assumes that the whole antivirus changeover was a thing of the past, seems very sneaky and underhanded. I only caught the charge because I feel am more vigilant that the average consumer. I can't imagine the number of people that have gotten caught up in this sketchy practice and have no idea that they are paying for something that they didn't know they were paying for nor ever wanted in the first place.

    Business Response

    Date: 04/28/2025

    Good evening,


    Thank you for reaching out, and please accept our apologies for the delay in response. As your initial complaint referenced a different company, we understood that the BBB would redirect the matter to the appropriate business. Since this did not occur, we are now addressing your concerns directly.


    To clarify, Total Securitythe parent company of TotalAVis not affiliated with Ultra AV. We have reviewed our records and can confirm that no charges have been made to you by our organization.


    For assistance regarding Ultra AV, we recommend contacting their support team directly. You can submit a support request through their website by visiting ***************************************************** and selecting the Contact Us option in the top right corner of the page. Based on feedback from other customers, their team should be able to assist you in resolving the matter and recovering any unauthorized charges.


    We hope this information is helpful, and we wish you a swift resolution to your issue.


    Kind regards,

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

  • Initial Complaint

    Date:04/04/2025

    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.
    Date of transaction: 01/23/2025 Amount: $49.95 There are two disputes. Primary dispute is the Business renewed my subscription without my knowledge and explicit written authorization. The second issue is Amount went from $19.95, the initial cost, to $49.95!I contacted the business which recognized the issues and offered partial refund, initially $19.95, on the condition I agree to renewal. I declined. Next offer was $30,00 and broader license for 5pc instead of 3. I found the product to be ineffective and wanted a complete refund, as the charge was unauthorized. I spent $19.95 for one year evaluation of the product and simply do not believe the product resolved my issues. Last word I heard from the company was I did not act sooner. I acted as soon as I found out the illegal charge on my ***** credit card. Had the company notified me prior to renewal, I would have declined. The company failed to send me any notification of pending renewal. They just billed me $49.95, instead of the initial price of the product which was only $19.95, The company has also forced me to use a product that i do not need nor feel confident it resolves the issue. This issue is more of a SCAM than a legitimate business transaction. If the company refuses to issue a complete refund, I will take it to social media across the internet so that others will not be scammed into unauthorized renewal of the subscription - without prior notice - they do not need nor pay more than double for the same product. Thank you for your assistance

    Business Response

    Date: 04/07/2025

    Hi, 

    Thank you for reaching out. 

    When customers sign up for our serviceswhether on a monthly or annual basistheyre offered an introductory discount as a way of welcoming them and showing our appreciation for choosing us.

    As outlined in the terms and conditions agreed to during sign-up, all subscriptions are set to automatically renew. This ensures continued protection for your devices without any service interruptions.

    Please note that the introductory discount applies only to the first payment. Upon renewal, the subscription is charged at the standard rate, which may vary. To help keep our customers informed, we send an email notification 30 days prior to the renewal date. This gives you time to review any changes and make an informed decision about your subscription.

    As your request falls outside our 30-day money-back guarantee period, Im unable to process a refund.

    However, *** confirmed that auto-renewal has been disabled, so no further payments will be taken. Your protection will remain active until 23 July 2025.

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

  • Initial Complaint

    Date:04/02/2025

    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.
    This company is taking money out of my account..monthly..I just contacted them and was total they have nothing to do with it..my INFO HAS BEEN COMPROMISED ?? And the are going to contact the ***..sounds ridiculous..please investigate?? No one else is taking any money out of my account.. I had nothing to do with this company..

    Business Response

    Date: 04/04/2025

    Hi ****, 

    Thank you for reaching out.

    After reviewing your account, I can confirm that you have an active monthly subscription to Antivirus Pro. We have not received any prior correspondence from you, and we have not denied that these charges originated from us.

    Your TotalAV account has now been fully cancelled, and no further payments will be taken.

    The refund of $14.99 is currently being processed. While it typically appears in your account within 48 hours, please note that, depending on your bank, it may take up to 7 working days to reflect.

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

  • Initial Complaint

    Date:04/02/2025

    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.
    On April 2, 2025, I responded to a solicitation on ******** by TOTAL AV. They charged my ****** ACCOUNT $1.99/mo. I immediately tried to contact TOTAL AV without success. The ad stated that I could cancel anytime. However, I cannot contact TOTAL AV. They are not above board. I want to cancel.

    Business Response

    Date: 04/04/2025

    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 $1.99 has been refunded. The refund should appear in your ****** account within the next ***** hours, however, this can take up to 5 working days.

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

  • Initial Complaint

    Date:03/30/2025

    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.
    Found out thru ****** that somehow my credit card was charged for a company in the ** that I've never heard of, visited their www, or inquired about. They have been non-responsive via emails for 3 days of me trying to cancel this and get refund.

    Business Response

    Date: 04/01/2025

    Hi *******, 

    Thank you for reaching out.

    Upon reviewing your account, I see that you purchased a subscription to Antivirus Pro on 2025-02-11 for an initial cost of $1.99. This then renewed monthly at the standard rate of $9.99, in accordance with our terms and conditions.

    I can confirm that auto-renewal has been disabled, and no further payments will be taken. Your protection will end on 2025-04-11.

    Unfortunately, I am unable to process a refund, as your request falls outside our 14-day money-back guarantee period.

    To qualify for a full refund, cancellations must be made within 30 days for a 12-month plan and within 14 days for a monthly plan. Refunds for additional services require cancellation within 14 days of payment.

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

  • Initial Complaint

    Date:03/28/2025

    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.
    I canceled the subscription but was charged another $9.95. How can I stop this without paying a stop payment fee?

    Business Response

    Date: 03/31/2025

    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 $9.95 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  

    Customer Answer

    Date: 03/31/2025

     
    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:03/27/2025

    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.
    My wife downloaded the free version of software but somehow we were charged 9.99. After jumping through some hoops I finally found a cancel subscription section. We did not authorize any charges and want to be sure ot does not happen again

    Business Response

    Date: 03/31/2025

    Hi ******, 

    Thank you for reaching out. 

    Unfortunately, we cannot locate an account with the details you have provided, to help us locate the account, please provide us with the following details: 

    - 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 ******

    Please note, if you are not the account holder we will not be able to discuss this account with you. 

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

  • Initial Complaint

    Date:03/26/2025

    Type:Order 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 30-day trial which ended on March 23rd which was a sunday, I called on Monday the 24th to cancel they told me I would have to pay $149 disconnect fee and I never signed up for this service

    Business Response

    Date: 03/27/2025

    Hi *****, 

    Thank you for reaching out. 

    I can confirm we do not charge customers for cancellations. 

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

    The amount of $9.99 has been refunded. The refund should appear in your ****** account within the next ***** hours, however, this can take up to 5 working days.

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

  • Initial Complaint

    Date:03/26/2025

    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 subscription has ended with Totalav. Now, every time I open a new page or window on my computer I get a solicitation from them. I cannot get this to stop. I contacted them and asked to have my name and account removed from their solicitation list. They refused to help me, only want to sell me additional products. Please stop this harassment!

    Business Response

    Date: 03/27/2025

    Hi, 

    Thank you for contacting us.

    Your subscription has been successfully cancelled, and no further payments will be charged.

    If you need any further assistance, please feel free to get in touch.

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

     

  • Initial Complaint

    Date:03/24/2025

    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 have never subscribed nor used this company nor downloaded their app. But somehow they say I did but and took 119out of my account. ****** got it back for me. My issue they wont stop sending emails. I have unsubscribed from those emails many times. Its becomming a nightmare. They are harrassing now

    Business Response

    Date: 03/25/2025

    Hi *****, 

    Thank you for reaching out. 

    I can confirm your subscription has been cancelled and a refund of $119.00 was processed on 2025-03-21. 

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

Total AV Antivirus is NOT a BBB Accredited Business.

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