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Business Profile

Computer Software

Total AV Antivirus

This business is NOT BBB Accredited.

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Reviews

Customer Review Ratings

1.05/5 stars

Average of 192 Customer Reviews

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Review Details

  • Review fromBrittani S

    Date: 01/09/2023

    1 star
    This company is so shady! Had the free plan years ago and cancelled then out of no where they try to charge me $179 twice. I changed my card numbers and somehow they charge my PayPal?! How.. I call to cancel today and wait 45 min just for an ****** lady to start yelling at me then hangs up on me when I say I want to cancel this ONCE AGAIN.. do not trust this company with your information!! Impossible to cancel
  • Review fromNancy W

    Date: 01/09/2023

    1 star

    Nancy W

    Date: 01/09/2023

    Worst antivirus protection available. I paid for this service and was hacked for over $800. Can't get through to anyone to get help. Totally on my own. Service constantly shuts itself off on my phone. Total ripoff do not fall for it. SCAM!!

    Total AV Antivirus

    Date: 01/20/2023

    Hi Nancy, looking at your account there has only been one set of payments taken, this was your initial subscription fee with the add-ons you have purchased. This amounts to no less than $40 in total. If you feel you have been charged incorrectly, please visit help.totalav.com and go to the 'Billing Support' tab so we can rectify the situation. Kind Regards, Ellis
  • Review fromSteven P

    Date: 12/31/2022

    1 star

    Steven P

    Date: 12/31/2022

    If I'd been able to give this bunch a negative "star" rating I would have. From the looks of their other ratings, I am not alone. I got a charge for $****** out of my Paypal. I had no idea who TotalAV even was nor did I want their services. The attempt to resolve the issue and get a refund started congenially. Each e-mail was met with some method of deferring my request. Even when I stated that I had been congenial up to this point and dispensed with the niceties, I still couldn't get a satisfactory response. It's like the customer service team has been trained in techniques designed to present roadblocks to actual cancellation and refund. When it finally looked like I might get a cancellation and refund, I got a link where it was up to me to follow the link and choose either "stop autopayment" or "cancel" I chose "stop autopayment". When I tried going back in to "Cancel" the option was gone. I still don't know where I stand in the process. This appears to be a company with a clandestine agreement hidden within some other on-line acceptance. And once they have you, they make it impossible to extricate yourself. If it looks like a fraud, walks like a fraud, and quacks like a fraud...........********.

    Total AV Antivirus

    Date: 01/16/2023

    Hi Steven, We apologize that our software has not met your expectation. If you wish to cancel your account and request a refund, then please visit help.totalav.com and login with the email address associated with your TotalAV subscription. From here, please go to Billing Support > My Billing Preferences > Account Closure to request the cancellation of your account. Kind Regards, Ellis
  • Review fromMary V

    Date: 12/27/2022

    1 star

    Mary V

    Date: 12/27/2022

    This company doesn't get the message. I emailed them multiple times advising them to cancel my subscription. Each time they replied with another "offer" for me. Finally, I had to get rude with them and explicitly told them that I absolutely wasn't interested in any offers and to immediately stop trying to take money from my bank account. I did contact ****** and they removed the request to automatically charge my bank account. Do not purchase their products.

    Total AV Antivirus

    Date: 01/12/2023

    Hi Mary,

    I am sorry to hear about your experience. We do sometimes offer customers discounts or other incentives to see if this attracts them to stay with us, as we hate losing customers. This is by no means an attempt to make cancellation difficult, and I apologise that this has felt like the case for you.

    If you do require any further assistance, please visit help.totalav.com

    Kind regards,

    Anna

    Total AV Antivirus

    Date: 01/12/2023

    Hi Mary,

    I am sorry to hear about your experience. Sometimes we offer customers discounts or other offers when they request to cancel as this may change their mind; we hate losing customers. This is by no means a way of making cancellation difficult.

    Once again I apologise for your experience.

    Kind regards,

    Anna
  • Review fromLisa R

    Date: 12/23/2022

    1 star

    Lisa R

    Date: 12/23/2022

    They make it almost impossible for you to cancel this they purposely make it hard so please will get frustrated and give up I know because I've paid for it for 2 extra years after the first time I tired to cancel but I persisted this time and after countless emails and chats I was finally able to get a email link to cancel they kept changing the verification number on me so I almost gave up again ALMOST but thankfully I finally am totally free from total av. Consumer beware on this company they are shady at best

    Total AV Antivirus

    Date: 01/03/2023

    Hi Lisa,

    Please be assured that we do not intend to make it difficult for customers to cancel their account. The process we follow is designed so that we can try and resolve any issues customers may face.

    Kind regards,

    Anna
  • Review fromGathol M

    Date: 12/10/2022

    1 star

    Gathol M

    Date: 12/10/2022

    Total nightmare for 3 months I told these people that did not want their service did not need their service and still every month they try to take money out of my bank account I've canceled it and canceled it it's almost impossible they're a rip off

    Total AV Antivirus

    Date: 12/16/2022

    Hi Gathol, 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 visit help.totalav.com and go to the 'Billing Support' tab so we can rectify the situation. Kind Regards, Ellis
  • Review fromPhyllis J

    Date: 12/08/2022

    1 star

    Phyllis J

    Date: 12/08/2022

    I deleted the app from my phone months ago and they are still charging me for service. I emailed them but they still will not terminate my account. Buyer beware, this company is difficult to deal with.

    Total AV Antivirus

    Date: 12/14/2022

    Hi Phyllis, We apologize that our software has not met your expectation. We advise all customers that if you wish to cancel your account, please do not simply uninstall your software, you need to contact us in order to cancel the account. If you wish to cancel your account please visit help.totalav.com and login with the email address associated with your TotalAV subscription. From here, please go to Billing Support > My Billing Preferences > Account Closure to request the cancellation of your account. Kind Regards, Ellis
  • Review fromRoth

    Date: 12/02/2022

    1 star

    Roth

    Date: 12/02/2022

    I was charged $119 for the TotalAV antivirus software, which I did not order. I sent 2 emails to different addresses I found on the web for billing customer service. After 2 days, no response. I called the on-line phone number. Call was answered after a 20 minute hold. I was adamant that I wanted a refund, but the rep kept trying to sell me the service I did not want and did not order. She wouldn't stop her sales pitch until I begged for my refund. This took another 10 minutes, as I was put on hold again. She said a link would be emailed to confirm cancellation.
    The first email she sent did not have the link. It contained another link to download the software. The second email had a link, but it required a passcode, which was sent in yet another email. The passcode *** hidden in the 3rd email, so by the time I entered the code, the code did not work. I requested another code from my phone, which I received. The link with the code disappeared from the email. I sent a request for a new link. The reply email stated it would be another day or so before they can reply. Who knows if I'll get my refund or not.
    As a consumer, it should NOT be this difficult to get one's money back. The delay tactics allows the company to bill the consumer and use their money illegally. I have never ordered the antivirus software. My sister always buys 2 subscriptions for another service and loads it on my computer. I don't know how TotalAV got my credit card info, or how they loaded it on my computer. This company needs to be investigated for unfair billing practices. If there is an attorney out there looking for a class action lawsuit, there are likely quite a few people like myself in need of remuneration.

    Total AV Antivirus

    Date: 12/08/2022

    Hi Garret,

    Using the email address provided with this review, I did a quick account search and found one 'free' account - no transactions have been taken from this account using this email address. There is another email address associated with the paid account, with a debit/credit card as the payment method - this had the charge refunded on December 2nd 2022. This can take up to 7 days.

    Kind regards,

    Anna

    Roth

    Date: 12/10/2022

    I have no idea how TotalAV got my credit card info and charged me for the service. My sister, ********@yahoo.com, always purchases antivirus software for 2 systems and loads the software on my computer. I will be requesting a new card from Capital One to make sure my credit card info is not used again, as I did not give TotalAV my information, nor did I order the service.
  • Review fromGillian L

    Date: 10/31/2022

    1 star

    Gillian L

    Date: 10/31/2022

    I have emailed to cancel my account and get a refund, i got an initial reply that it was going to be actioned, but no responce since and it has been almost a week, the account is still active and no refund.

    Total AV Antivirus

    Date: 11/03/2022

    Hi Gillian,

    I am sorry to hear about your experience. I have done a quick account search using the email address you provided with this review, and can see that a refund was processed on 11/2/2022, and your account has been fully cancelled and no further payments will be taken.

    Please allow up to 48 hours for the refund to show in your account, however in some cases this can take up to 7 days.

    Kind regards,

    Anna
  • Review fromRichard M

    Date: 10/29/2022

    1 star
    This company is to be avoided. They make it EXTREMELY difficult to cancel......like nothing I have ever experienced. Over the top frustrating.

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