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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

  • 951 total complaints in the last 3 years.
  • 338 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/31/2025

    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 went online to get virus protection on my new computer. It stated a special of *****. I accepted and downloaded software. What appears on my banking statement was a charge for 29 then am additional charge of 39. Dont know why they charged twice! Want $39 refunded back to me,

    Business Response

    Date: 08/05/2025

    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, Customer Experience Team

  • Initial Complaint

    Date:07/31/2025

    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.
    Double billing every month

    Business Response

    Date: 08/05/2025

    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, Customer Experience Team

  • Initial Complaint

    Date:07/29/2025

    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.
    Purchased years anti virus protection but got virus on my laptop which is costing $280 to repair and protection

    Business Response

    Date: 08/05/2025

    Hi Mignon, 

    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, Customer Experience Team

  • Initial Complaint

    Date:07/26/2025

    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.
    I was charged $9.99 for a service I do not use. I had deleted the TotalAV app from my device, not realizing that this would not cancel the subscription. I also did not receive any email notification about an upcoming charge. As soon as I saw the charge, I immediately canceled the subscription. Since then, I have submitted three refund requests, but each time I received the same generic response and my support ticket was closed without resolution. I am requesting a refund for the unauthorized $9.99 charge.

    Business Response

    Date: 08/04/2025

    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 Customer Experience Team

    Customer Answer

    Date: 08/04/2025

     
    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:07/25/2025

    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 June 19, 2025, Total AV charged me for another year of service. I called immediately and on June 19, ********************************* subscription and I asked for a refund. They said it would take 2-3 days to get confirmation email and that my refund would take 5-7 days. I never received either. They gave me a number of *********

    Business Response

    Date: 08/04/2025

    Hi *****, 

    Thank you for reaching out.

    I can confirm that your services were cancelled and a refund was processed on July 28th, 2025.

    Refunds can take up to 7 working days from the date of processing to appear in your account, depending on your bank or payment provider.

    Please allow this time to pass, and if the refund has not been received after this period, feel free to reach out and well be happy to assist you further.

    Kind regards, 

    TotalAV, ************* Team

  • Initial Complaint

    Date:07/25/2025

    Type:Service or Repair 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.
    12/16/2021 I sent an email to TOTAL AV security and asked them to cancel my **********/16/2022 they billed me again. I sent an email stating I canceled my account, they insured me my account would be canceled. Today I was billed again, called customer service and was again told my account would be canceled.

    Business Response

    Date: 08/04/2025

    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 Customer Experience Team

    Customer Answer

    Date: 08/04/2025

     
    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:07/23/2025

    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.
    For 6 months I have tried to cancel Total AV. They continue to charge me monthly For their antivirus service that I do not want. Please help. Discontinue paying this service. Refund my past payments if possible

    Business Response

    Date: 08/04/2025

    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 Customer Experience Team

  • Initial Complaint

    Date:07/23/2025

    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 cancel the subscription on photo they have still been charging me since ***** I called them telling them that it was canceled in 2024 and I wanted my money back since 2024 They said they couldnt do that I just want my money back since 2024 very dishonest company

    Business Response

    Date: 08/04/2025

    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 Customer Experience Team

  • Initial Complaint

    Date:07/22/2025

    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.
    Email to TotalAV:From: **** ***** <*****************************>To: ************************************** <****************************************************************>Sent: Monday, July 21, 2025 at 09:03:28 PM PDT Subject: double billing I am attaching evidence that TotalAV has billed me twice in 2025 for the same service which I LONGER WANT. I intend to go to an authority to find out my rights to sue your company for invading my personal private accounts for double billing. I will go directly to ****** to look into this matter.**** ***** **** ***** ******:May 2025 mail.png mail.png TotalAV -$129.00 May 27 . Payment US BANK ACCOUNT:5/29/2025 withdrawal TotalAV $129.00 Completed 5/29/2025 Transaction info description Electronic Withdrawal Totalav transaction date 5/29/2025 transaction time 4:00 a.m.type Withdrawal Merchant Info Merchant Category ********************** Official Site | TotalAV Award-Winning Antivirus Provider

    Business Response

    Date: 08/04/2025

    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 Customer Experience Team

  • Initial Complaint

    Date:07/21/2025

    Type:Customer Service 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.
    Dates:4/21/025 - $1.99, 5/20/2025 -$9.99, 6/20/2025 - $9.99 I am unaware of any transaction with this company or agreement to pay.These charges hit me completely unaware. Two days of efforts to unsubscribe were met with many dead links, misdirected links, dead pages where no actions could be taken, or circular links.

    Business Response

    Date: 08/04/2025

    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 Customer Experience Team

Total AV Antivirus is NOT a BBB Accredited Business.

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