ComplaintsforTotal AV Antivirus

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  TotalAV was never contacted prior to the fraudulent activity.Their services were never requested.Multiple charges were incurred that were never authorized.All activity will be monitored and reported to all legal authorities.

  Business response

  07/09/2024

  Hi *******, 

  Thank you for reaching out. 

  Upon reviewing your account, I can see you originally purchased a subscription to TotalAV on 2023-07-06 for the initial price of $19.00, this subscription was recently renewed at the original cost of $119.00.

  When customers sign up for our services on a monthly or annual subscription, they are indeed offered an introductory discount. This special offer is our way of welcoming new customers and showing our appreciation for choosing our services.
  
  It's important to note that, as detailed in our terms and conditions, which you agreed to when signing up, all our services automatically renew to ensure that your devices remain ************************ without any interruptions.
  

  I can confirm your subscription has been cancelled and a refund of $119.00 was processed on 2024-07-08, this should be reflected in your PayPal account within ***** hours but may take up to 5 working days to process. 

  Please do not hesitate to contact us if you require any further assistance.

  Warm regards,
  TotalAV, ************* team. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Apparently, I have somehow been signed up for TotalAV for over the last year without realizing it. I have just been charged $119 as of July 1, 2024 and, apparently, was also charged $29 and $39 on July 1, 2023, without my knowledge. I have unsubscribed from this service, but cannot find anywhere on their site; (*********************************************** ) a dispute resolution method. Any help in recovering my money would be greatly appreciated. This was paid through PayPal and was done as an automatic payment, so it skated under my radar.While I have been able to cancel both future payments on this account, and the subscription, I cannot find anything to assist me in getting a refund on this account, which, to my knowledge, I have never used.

  Business response

  07/04/2024

  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 $119.00 has been refunded. The refund should appear in your PayPal account within the next ***** hours, however, this can take up to 5 working days.
  
  You can also manage your billing preferences within your PayPal account. 
  
  Please let me know if there is anything else I can help you with.

  Warm regards,
  TotalAV, ************* team. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 8/2024 I purchased a trial for total antivirus for $1.99. I cancelled it after that with no response from the company. I have been charged $9.95 for 4 months. They keep taking it out of my bank account. This company has to be made aware that this isn't right. They are very very heard to get ahold of. I want $39.80 returned to me.

  Business response

  07/04/2024

  Hi, 

  Thank you for reaching out.
  
  Upon reviewing your account, I see that you sent an email on February 9, 2024, requesting to cancel. You would have received an automated response indicating that the mailbox was not monitored and redirecting you to our help center.
  
  The screenshot you provided confirms that the email was sent to a no-reply inbox, so we did not receive it. Therefore, I cannot process a refund for previous payments. However, I can confirm that the auto-renewal has been disabled on your account, meaning no further payments will be taken. Your protection will end on July 7, 2024.

  Warm regards,
  TotalAV, ************* team.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CC statement indicated a charge of ***** for a antivirus from Total AV. I had another charge from them in January which I paid. I had no 30 day notice of renewal for this particular service. When I called the background noise was loud and the representative told me to talk louder. I was speaking as LOUD as I am able, expressed this to him and was told he couldn't hear me. Well, I couldn't understand what he was saying half the time either. He told me I had 14 days from the renewal date to cancel (June 11th) and I had missed it. This is July 1st. I explained that I didn't know about the renewal until I received my CC bill in the mail (which I received while on vacation the week of June 21st.) He didn't let me explain that but stated there would be NO REFUND because I missed the 14 days. Call ended because there was no point trying to explain anything else to this abrupt and rude representative. My CC bill is due July 17th. I will pay the ***** if I have to. I have cancelled all services from this company. The computer this was purchased for is no longer in use since. Dec. 31. 2023 when I closed my practice. I would like the amount refunded if at all possible. Automatic renewal should require approval of the individual purchasing a service. If approval is not given the account is cancelled. This is a business scam.

  Business response

  07/04/2024

  Hi, 

  Thank you for reaching out. 

  I can confirm the additional service has been cancelled and no further payments will be taken.

  I have processed a refund of $80.00, this should be reflected in your account in the next 48 hours but may take up to 7 working days to process. 

  Warm regards,
  TotalAV, ************* team. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/27/24 I have been trying to cancel my subscription with TotalAV through their chat feature, which is the only option given. The agent would not complete my request and continued to offer ridiculous options instead of canceling as requested many times. I want my account closed and no further billing for this service.

  Business response

  07/02/2024

  Hi *****,

  Thank you for your email.

  I can confirm that your account has was cancelled on 2024-06-27 and no further payments will be taken.

  Please let us know if there is anything else we can help you with. 

  Kind regards, 

  TotalAV ************* Team

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was neverl able to make their download work. However, they are still charging me $9.99 a month. It is impossible to contact them to resolve this issue

  Business response

  07/02/2024

  Hello, 
  
  Thank you for taking the time to provide us with your review. Your feedback is valuable to us, and we appreciate the information that you have shared.
  
  After reviewing your account, it has come to our attention that the installation process for our service has not been completed. We understand that ensuring your device's security is a priority for you, and we want to assist you in achieving that.
  
  To fully access and enjoy our services, we kindly request you to complete the following steps:
  
  1. Download the extension: Please ensure that you have downloaded the extension for our service. I have attached the download link in case you require it *********************************************
  Please visit our *********** at help.totalav.com where we have articles explaining how to solve many common issues that our customers experience.
  
  2. Installation: Once the extension is downloaded, follow the installation instructions provided. If you encounter any difficulties during the installation process, please refer to our installation guide within the ***********. As an Android user, you may have encountered a message that says 'Harmful to devices' when attempting to download or install our application. This message can be concerning, as it suggests that the app may be dangerous and could potentially harm your device.
  
  In this article, we'll take a closer look at what this message means, whether it is dangerous, and why it is safe to download our APK (Android Package Kit).
  
  3. Log in to your account: After successful installation, launch the application and log in using your registered credentials. This will ***** you full access to our services and enable you to take advantage of our features and benefits.
  
  For further guidance and articles please visit our *********** - ******************************************
  
  Kind regards, 
  TotalAV ************* Team

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/14/24, ***** credit card services alerted me about potential fraud for a charge coming from TotalAV for $119. I did not make this charge. I denied charge and my cc was closed and a new card was issued.On 6/15/24, I saw a PayPal charge that withdrew $119 from my **** of America account for a payment to TotalAV.I researched my emails and had no record from this business. I sent an email requesting a refund and to close the recurring charge.I received an antagonistic response stating they are surprised I want to close the account. I was forwarded to their web site to cancel. The link on the web site requires an account number and password to cancel. I have no record of this and responded to the email stating such. Two more times, I was instructed to go to the web site to cancel. After informing via email that it is legally binding for me to give written consent closing the account, I was supplied a direct link to cancel. The direct link requires an email account and password. I do not have any record of this purchase and do not have account information nor a password.PayPal help states to deal with company directly and if not resolved in 6 months, they will get involved. My Chase cc has been changed 3 times in 4 weeks due to unauthorized charges. Please get my money back and ensure I will not be charged anything further.

  Business response

  07/02/2024

  Hi *****,

  Thank you for your email.

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

  A refund was processed on 2024-06-24, which can take up to 7 days to complete. 

  Please let us know if you need further assistance. 

  Kind regards, 

  TotalAV ************* Team 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Totalav is attempting to collect for a service I don't have when I got the tablet it was on there saying 1.99 for first month I canceled it without using now they're trying to charge me ***** keep trying to hack my credit cards I tried calling they're located in ** even after talking to them about it they keep attempting to get money

  Business response

  06/24/2024

  Hi ******, 

  Thank you for reaching out. 

  Upon reviewing your account, I can see that you purchased two subscriptions to Antivirus Pro.
  
  You originally purchased Antivirus Pro on May 10, 2024, for an initial cost of $1.99. This subscription was set to renew on June 10, 2024, at the original cost of $9.95. I have cancelled this subscription, and no further payments will be taken.
  
  When you signed up for our services, you agreed to our terms and conditions, which include information about automatic renewals. These terms and conditions are provided to all customers before purchase, and we encourage everyone to review them carefully. Automatic renewals ensure uninterrupted access to our services without the need to manually renew your subscription.
  
  Additionally, I see that you purchased Antivirus Pro again on May 22, 2024, for the original cost of $1.99. Since this was a duplicate account, I have cancelled this subscription and processed a refund of $1.99. This refund should reflect in your PayPal account within the next 48 hours, though it may take up to 5 working days to process.
  
  Please let us know if there is anything else we can assist you with.

  Warm regards,
  TotalAV, ************* team. 
  
  

  Customer response

  06/24/2024

   
  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

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to cancel TotalAV. They are supposed to send a verification code so I can cancel, however they don't send it. I cannot cancel until I verify my account.

  Business response

  06/18/2024

  Hi ******, 

  Thank you for reaching out. 

  Upon reviewing your account, I see that the auto-renewal has been disabled to ensure no further payments will be taken. Your protection will end on June 16, 2025.
  
  I have processed a refund of $19.00, which should be reflected in your account within the next 48 hours but may take up to 7 working days to process.
  
  If you require any further assistance, please do not hesitate to contact us.

  Warm regards,
  TotalAV, ************* team. 

  Customer response

  06/18/2024

   
  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

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint on TotalAV. I came across this app while scrolling online. It interested me, so I signed up for a trial period. Before the trial period was over I tried to cancel the subscription. I could not do so and so I forgot about it. I happen to be going over my bank statement and noticed a charge from them, so I tried to cancel again, but could not. The same thing went in from February 2024 until now June 2024. I tried to reach out to their customer service about cancellation but all they would do was send me a how to email for cancellation. I never could find a phone number to speak to anybody everything was done via email. I finally became frustrated and start sending emails with derogatory words. Again, I received emails giving me step by step cancellation instructions. After all the back and forth with them I wa finally able to cancel this subscription. I asked for a refund for the months of March, April, May and June and they keep sending email for cancellation. Just recently I received and email for only one refund of $9.95, which is one month. I want my money for the other months I was charged while trying to cancel. Their customer service is horrible!!

  Business response

  06/17/2024

  Hi, 

  Thank you for reaching out.
  
  Upon reviewing your account, I do not see any requests to cancel your subscription prior to June 9, 2024. Could you please provide copies of any correspondence regarding this matter so we can investigate further?
  
  We are unable to process a refund for previous months' payments as your request falls outside the money-back guarantee period.

  Warm regards,
  TotalAV, ******** care team. 

*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. ↩