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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

  • 747 total complaints in the last 3 years.
  • 262 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:07/16/2025

    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 cancelled Totalav in ***************************************** july of 2024. I call Totalav and was told my account was activated by someone in ************ and I live in ********. They asked to get remote access to my laptop which I denied. I'm asking for a refund of $129.00 back to my ****** account.

    Business Response

    Date: 07/17/2025

    Hi ****, 

    Thank you for reaching out to us.

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV ************* Team 

  • Initial Complaint

    Date:07/15/2025

    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.
    On July ******* I downloaded total av antivirus app for a 7day free trial and then immediately charged 5 times for the amounts of $23.00/$38.95/$38.96/$38.98/$23.80. I was devastated by thecharges as they were taken from my ssi disability debit card. I was left with no money to feed myself or pay my phone bill. I use my phone for myhealth mychart to keep track of my medical appointments and medications as I am a recent amputee. I am weary of ever making any purchases online in the future. Really saddened bc. online services offer a sense of independence to people who are disabled. I just want my money returned to the account it was stolen from. Email address ********************** is associated with the account.

    Business Response

    Date: 07/17/2025

    Hello *****, 

    Thanks for reaching out to us, 

    I can confirm that your account was cancelled and refunded on 2025-06-16. Please check your inbox or spam for confirmation. 

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

    Kind regards, 
    TotalAV ************* Team 

  • Initial Complaint

    Date:07/12/2025

    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 tried to get a refund since June 17th, 2025 because I didn't like the product

    Business Response

    Date: 07/17/2025

    Hi ****, 

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV ************* Team 

  • Initial Complaint

    Date:07/12/2025

    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 anti virus suddenly tried to sell ad free blocking and as soon as they started "offering" this service stuff is never got ads on before suddenly started pop up ads every 30 seconds . ..shady practice

    Business Response

    Date: 07/17/2025

    Hi ******, 

    Thanks for reaching out to us. 

    Please log out of the extensions and back in again with your credentials so that used sign up. This will reset the communications and activate Total Adblock again. 

    Any issues, please let us know. 

    Kind regards, 
    TotalAV ************* Team

  • Initial Complaint

    Date:07/08/2025

    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.
    I received an email from ****** that I had been charged $9.99 by billing@totalavcom. I have NEVER engaged with/ or heard of this company before. I ******* the name to see if it went by/or was from another company name - it IS NOT. I replied to ****** to remove the charge (charged at 4:36pm, it is now 5:26pm EDT BEST, *** ******

    Business Response

    Date: 07/17/2025

    Hi Pat, 

    Thank you for reaching out to us.

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV ************* Team 

  • Initial Complaint

    Date:07/07/2025

    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.
    I noticed Sunday my TotalAV real time protection was not working. I contacted the website's tech support. I did not receive a confirmation email or attempt to contact me. Now, it's almost 48 hours later, I try again. It's the same. Zero response. I go to cancel my subscription to the service since it's not working. I am blocked, I am required to receive an One-Time-Passcode (OTP) from the website. My email address they have on file is correct, but I do not receive the email. This means this company is fraudulently holding me hostage to continue paying their subscription service they are no longer delivering and I cannot cancel. There are no phone numbers or emails listed for the company. My account is listed under *******************

    Business Response

    Date: 07/17/2025

    Hi *****, 

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV ************* Team 

  • Initial Complaint

    Date:07/06/2025

    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.
    I purchased total av for my wife's phone. Was supposed to be $20 for the year. Which i obtained and was charged that amount at first. However, later on the same day I was charged an additional $23. I cannot contact anyone to assist.

    Business Response

    Date: 07/17/2025

    Hello *******, 

    Thank you for your email.

    Unfortunately, we are having trouble locating a TotalAV account associated with your email address.

    This is usually a result of the account being registered on a different email address in our system. For us to locate your account, please provide as much as the following information as possible:-

    - Email address used to sign up with us 
    - Name on the card used to make payment
    - First 6 digits and last 4 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 ******

    If you paid using Apple Pay, please provide the 'Apple Pay last four digits'. To access this, open the Wallet app, tap the card used to pay, tap the information button. You'll then see 'Card Number', scroll down to 'Apple Pay' (above Billing Address). 

    If you set up your subscription via the Apple App Store or ****** Play Store, you will need to manage the subscription directly within the relevant app store or by contacting the app store provider. 
    Please note that without this information, we will not be able to assist with any account or payment queries. 

    It may be quicker and easier to have this discussion over the phone on one of the following numbers

    US - ************
    ** - *************
    AU - 1-800-952-291
    INT - *************** - Please note phones are English speaking only

    Kind regards, 
    TotalAV, Customer Experience Team

  • Initial Complaint

    Date:07/05/2025

    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.
    I got on line and they tried to ******* $20,000 from my checking account by saying that they would refund my$40.94 that they charged on Applepay. It cost me $100 to have my computer sweeper

    Business Response

    Date: 07/17/2025

    Hi ******, 

    I hope this email finds you well.

    We understand your concerns regarding the phone number you found online and the interaction that followed. Unfortunately, there are impersonators who post fraudulent contact details online to deceive users into engaging with them. While we actively work to report and remove these listings and raise awareness, these numbers are hosted on third-party platforms beyond our direct control. Our team continues to report such incidents, but ultimately, the responsibility for removal lies with the website's host, where the content appears, which has been proven challenging at times.

    Please rest assured that TotalAV is a legitimate company and that we:

    - Never request payments for customer support or technical assistance.
    - Never ask for full card details over the phone or via unsolicited emails.
    - Never make unsolicited phone calls to our customers.
    - Never ask you to install any software to grant us access to your device.

    If you suspect an email, phone call, or link might be a scam, we strongly advise you:

    - Do not click on any links or provide any personal or payment details.
    - Do not engage with the sender or caller further.
    - Contact us directly to verify the legitimacy of any communication you receive.

    For more information regarding this, please refer to our article: **********************************************************************************

    If you believe you may have fallen victim to such a scam, we recommend contacting your bank immediately to secure your account and prevent potential financial harm.

    We take these matters very seriously and are constantly working to protect our customers from fraudulent activities.

    Please let us know how you obtained the details, along with any contact information you have, so we can forward this to the appropriate team for further investigation.

    Kind regards, 
    TotalAV, Customer Experience Team

  • Initial Complaint

    Date:07/04/2025

    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.
    I didn't sign up to receive this service. I inquired immediately after the first charge. Followed their instruction to cancel. They confirmed my email addresses are not in their system, but they still charge me every month. No phone number, no real human answering emails. I want to dispute this, this charge needs to stop immediately.

    Business Response

    Date: 07/17/2025

    Hi *****, 

    Thank you for your email.

    Regrettably, we are having trouble locating a TotalAV account with the email address you provided.

    This is usually a result of the account being registered on a different email address in our system. In order for us to locate your account, please provide as much as the following information as possible:-

    - Email address used to sign up with us
    - Name on the card used to make payment
    - First 6 digits and last 4 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 ******

    If you paid using Apple Pay, please provide the 'Apple Pay last four digits'. To access this, open the Wallet app, tap the card used to pay, tap the information button. You'll then see 'Card Number', scroll down to 'Apple Pay' (above Billing Address). 

    If you set up your subscription via the Apple App Store or ****** Play Store, you will need to manage the subscription directly within the relevant app store or by contacting the app store provider. 
    Please note that without this information, we will not be able to assist with any account or payment queries. 

    It may be quicker and easier to have this discussion over the phone on one of the following numbers
    US - ************
    ** - *************
    AU - 1-800-952-291
    INT - *************** - Please note phones are English speaking only

    Kind regards, 
    TotalAV, ************* Team

  • Initial Complaint

    Date:07/03/2025

    Type:Product 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.
    On June 30, 2025 I received an email with the following subject: "LAST REMINDER ???? Subscription Expired Youre No Longer Safe Online."In the body of the email there was the following text:"Your Mcafee subscription expired!Reference code: *****US Date Expires: Mon, 30 Jun 2025 17:08:42 +0000 Account ID: #*************** We detect hundreds of new threats every day. Renew now to ensure your device remains fully ************************ against malware, phishing attacks, and other cyber risks. Enjoy uninterrupted security and peace of mind.Your Subscription ends soon."I became nervous and clicked on the link provided in the email in order to see, what it is about. I was directed to a page asking me to pay $19. My phone screen became blocked. I could not leave the page. I paid $19 and immediately I was directed to the second page, which asked me to pay $38.96. I could not leave this page either. I was under impression that I was paying to McAfee. I did not receive any email confirming my payment. The next day I saw two transactions posted as pending to my credit card amount. By that time I realized that I was duped. I called my credit card company and explained what happened. They said that they cannot do anything while transaction is pending. They offered me to block any future transactions from the same seller. They advised me to call the seller. I did not know where to call. A few days later these two transactions cleared and a phone number appeared on them. I called the phone number. A customer service representative took my call. I explained the situation and demanded my subscription to be cancelled. He did not do it for me and told me to do it online. I found not one, but two subscriptions on my account, that were created without my knowledge or consent. When I cancelled my two subscriptions, I did not receive any refund. I did not download any of their software. They lied to me in an email and by phone. I want my money back.

    Business Response

    Date: 07/04/2025

    Hi Tatiana,

    Thanks for reaching out to TotalAV via BBB.

    I have reviewed your complaint and your account, and want to start by letting you know that the email you have attached is not from us (TotalAV) - we are not McAfee.

    I have however located an account for you with TotalAV, and confirm that I have now fully cancelled it and no further payments will be taken by us. The amount of $57.96 has been refunded to your card, please allow up to 7 working days to receive this.

    Please let us know if there is anything else you require.

    Warm regards,
    - TotalAV Customer Care Team

    Customer Answer

    Date: 07/04/2025

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 23554544, and find that this resolution is satisfactory to me.




    Sincerely,



    Tatiana Kochetkov

Total AV Antivirus is NOT a BBB Accredited Business.

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