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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

  • 714 total complaints in the last 3 years.
  • 232 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: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 

  • Initial Complaint

    Date:03/23/2025

    Type:Sales and Advertising 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 AV spam For the past two weeks I get 3-5 spam emails about ****** subscription expiring. Which I do not have a subscription. The link while it has a picture of the McAfee product if you follow the link it takes you to Total AV to sign up for protection. Imagine a product so bad, that you have to send spam advertised as another vendor to then try to get individuals to sign up for your product. I mean wow, how bad is that or is your marketing team just a group of idiots. If anyone at the company cares, I have emails with full headers. My spam filter is catching 100% of the junk but I am frustrated enough to take a few minutes to report this, in hopes this practice will stop.

    Business Response

    Date: 03/25/2025

    Hi *******, 

    Thank you for reaching out. 

    For us to investigate this further, could you please forward some of these emails to the following email address: *******************************************************************

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

    Customer Answer

    Date: 03/25/2025

     
    Complaint: 23104784

    I am rejecting this response because:

    You have requested emails, 4 were sent to the address you provided. One of the 4 was from this AM. I can also provide full headers if needed. Hoping you can stop spamming for customers.

    Sincerely,

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

    Business Response

    Date: 03/27/2025

    Hi *******, 

    Thank you for your response. 

    Our support team has reached out to you directly, please check your spam and junk folders for this email. 

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

    Customer Answer

    Date: 04/06/2025

     
    Complaint: 23104784

    I am rejecting this response because: I continue to get spam about your product. It is pathetic to have to be spammed to buy your product. I mean is it that bad that the only customers you get are from spam emails?

    *******

  • Initial Complaint

    Date:03/21/2025

    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.
    On 3/20/2025 $119.00 was taken out of my account, for a anti-virus from TotalAv. I did not authorized this transaction. I remember about a year ago looking Into it for a much smaller amount. I realized it was a scam and thought I canceled The subscription. I have tried to contact for refund and cancellation, but no luck.

    Business Response

    Date: 03/25/2025

    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 $119.00 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, 
    Total Adblock, ************* team

  • Initial Complaint

    Date:03/20/2025

    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.
    I've emailed them Over and over I keep telling them I want to cancel my account they give me a link to click on it never takes you to unsubscribe or Ta can be cancel your subscription it just says how to and when you go there to do it it doesn't do anything

    Business Response

    Date: 03/25/2025

    Hi *****, 

    Thank you for reaching out.

    Based on the screenshot, it appears that you are logged into a free account, which does not have an active subscription. As a result, there is no subscription to cancel on this account.

    Do you have any other registered email addresses with us? If so, please provide them so we can locate your paid account and process the cancellation for you.

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

     

  • Initial Complaint

    Date:03/20/2025

    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 was initially advised that I would be charged $29 but what was deducted from my account was $104.90. I called to speak with their support team about my refund. I was advised that I would receive a return call. ********* then advised me that the account that I paid from had an error so he needed another account to issue a refund. He then had me to use ***** Pay to send $100. He rejected the $100. He then had me to send $91 to *********************. He then had me sell $100 cash app stocks to direct the funds to Bitcoin. He told that I would receive another call. I call him back and the Rep ***** released the call. Scammers Scammers Scammers! **************. I recalled a no one picked up the phone!

    Business Response

    Date: 03/25/2025

    Hi ******, 

    Thank you for reaching out.

    Please be aware that the call you received was not from a TotalAV employee, and it appears you have unfortunately fallen victim to a scam.

    We are aware of opportunistic scams where our company name is falsely used to mislead individuals. These scams often claim that a users protection is expiring or that payment is required for technical support or virus removal. Their goal is to deceive users, expose them to fraudulent activity, and potentially cause financial harm.

    Rest assured, TotalAV never requests payments for customer support, asks for full card details, or makes unsolicited phone calls. If you suspect a scam, we strongly encourage you to contact us directly for verification. Additionally, if you believe you have been targeted by such a scam, we recommend reaching out to your bank immediately for further assistance, as we are unable to prevent the actions of scammers.

    Regarding your payments to TotalAV, I can confirm that you purchased a subscription to Total Webshield for $29.00, along with optional add-ons, including Safe Browsing (VPN) for $38.95 and Total Password for $38.96.

    Your account has been fully cancelled, and no further payments will be taken. A refund of $106.91 has been processed and should appear in your ****** account within 2448 hours, though it may take up to 5 working days to reflect.

    If you have any further questions, please dont hesitate to reach out.

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

     

    Customer Answer

    Date: 03/25/2025

     
    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,

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

Total AV Antivirus is NOT a BBB Accredited Business.

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