Complaints

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.

• Initial Complaint

  Date:10/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 my service with TotalAV a year ago. Their service was terrible and I never enabled it. They billed me again this year, on Oct. 4, 2025, for a reoccuring charge for another year for $119. I cannot cancel it because they require a code sent to my email, and when I got it and entered it, they said it was wrong. I repeatedly asked for another code and none were sent after many requests. Without it, I cannot continue to cancel the fradulent renewal. I am 82 years old and this is a fraudulent charge that they will not allow to be cancelled. They took the money through ****** and ****** requires me to go to Total Av to cancel. No one will provide a live interaction or mail. The money was stolen from my account and ********************** will not allow me to get it back. Please help.

  

  Business Response

  Date: 10/13/2025

  Hi ****, 

  Thank you for reaching out to us. 

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

  You should have received a separate email confirming the same.

  Kind regards, 

  TotalAV, Customer Care 

• Initial Complaint

  Date:10/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Asked for refund back in August 1 2025 never got reply went through ****** for help nothing there. Finally found phone number to total av they told me I had 30 days to cancel to get my money back when I tried in August to get it back.

  

  Business Response

  Date: 10/03/2025

  Hello *********, 
  
  Thank you for reaching out to us. 
  
  Our team has contacted you directly. Kindly check both your spam and inbox for confirmation.
  
  Kind regards, 
  TotalAV Customer Experience Team

• Initial Complaint

  Date:09/22/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 or about 9/6/25 my phone began acting bizarre with someone speaking and an alert that I needed to update a program, requiring me to make a purchase. This cycled to 2 other purchases when I became suspicious that my phone was hit with a virus. I activated my Norton antivirus account with a great deal of difficulty then removed the 3 programs which were downloaded. I called my credit card company and reported suspicious fraudulent activity. They denied the 3 charges but could not remove the $1.99 charge. I see this keeps recurring and want to stop this. I had to restart my phone after I activated Norton and once this was accomplished with great difficulty, the problem stopped. I have not had further problems. I do not know how to get a hold of this company and need to terminate further charges and to try to get reimbursement.

  

  Business Response

  Date: 09/25/2025

  Good Morning,

  From our records we can see that you contacted our **************** Team on the 19th August, from that interaction I can see that our ****************s Representative confirmed to you that the service had been cancelled and a refund for the full amount of $1.99 had been issued to you.

  The refund was processed on on the 19th August and a separate confirmation email was sent to you.

  Please let me know if you require any further assistance,

  Kind regards,

  Customer Care Team - **********************

   

  Customer Answer

  Date: 09/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:09/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had totalAV protection for my computer from September 5th 2024 until September 4th 2025. I canceled a day before it would have renewed because I no longer wanted the service. They charged me anyway and charged me $100 more than the previous year. I contacted customer service and this is how it went. Someone answered customer service I had to ask if this was for total av protection because they did not provide that information. After he said yes I explained my issue and he said a refund would be no problem but then went off on my about my IP address and told me they would only refund me if I gave him my Apple Pay information. When I asked for a supervisor I was hung up on and I called back and was hung up on again immediately. I attempted to call today to see the customer service number on their website is different today and when you call it goes to a random mans voicemail.

  

  Business Response

  Date: 09/10/2025

  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

  

  Business Response

  Date: 10/03/2025

  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, some impersonators 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 committed to protecting our customers from fraudulent activities. To help us investigate and take action, could you please provide the steps you took to access the number? If possible, please include the *** and any other details that may assist us in reporting and requesting the closure of the fraudulent site.

  I can confirm your services have been cancelled and refunded. Kindly check both your spam and inbox for confirmation.

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

• Initial Complaint

  Date:09/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have charged my account $169.99 on Sep. 8th, 2025, without my authorization. This is a serious violation of my rights and constitutes unauthorized use of my banking information.I demand that you immediately cancel my account and refund the full amount that was taken.I have researched your company online and found numerous user complaint. Out of 728 complaints on this website alone, the main issue reported unauthorized charges. Could this be classified as criminal fraud? If this matter is not resolved promptly, I will have no choice but to pursue legal action.

  

  Business Response

  Date: 09/10/2025

  Hi Jijun, 

  Thank you for reaching out to us. 

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

  Kindly check both your spam and inbox for confirmation.
  
  Kind regards, 
  TotalAV, Customer Experience Team

  

  Business Response

  Date: 10/03/2025

  Hi Jijun, 

  Thank you for reaching out to us. 

  I can confirm that your services were cancelled and refunded, and a confirmation email was sent to you. Kindly check both your spam and inbox for confirmation.

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

• Initial Complaint

  Date:09/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

   
  Complaint: 23867345
  
  I am rejecting this response because:

  The payment was via ******.  I called them on the phone and spoke with them recently for an hour.  THEY CERTAINLY KNEW WHO I WAS THEN. 
  

  Another email to try is ***************************************
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 09/16/2025

  Hi ********, 

  Thank you for reaching out to us.

  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. 
  

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

  Customer Answer

  Date: 09/19/2025

  On July 8, 2025 I cancelled my Total AV account. I found out my subscription was not cancelled a month later and after numerous hours on the phone it became clear they were not going to cancel. This is a total ripoff. Charging me 60 for a service I do no want each month and canceled months ago. It needs to stop.

  Customer Answer

  Date: 10/02/2025

  I have not heard any further than stated in complaint business in response to my complaint.  ***** ************** reversed the charges  for 9/6.   If this stays as is, I consider the matter closed. 

  

  Business Response

  Date: 10/03/2025

  Hi ********, 

  Thank you for reaching out to us.

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

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

  Customer Answer

  Date: 10/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:09/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 total av on 9/12/2025. total av engine fails to initialize with error. total av has a 30-day money back guarantee. total av is in breach of the contract. representatives fail to resolve the issue. representatives fail to process refund.

  

  Business Response

  Date: 09/16/2025

  Hello ****, 
  
  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
  

  

  Business Response

  Date: 10/03/2025

  Hi ****, 

  I can confirm that your services were fully cancelled and refunded on September 16th, 2025. 

  Please check both your spam and inbox for confirmation.

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

• Initial Complaint

  Date:09/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 reopen a account with ********************. Shortly I notice money missing little at time. I called totalav to check on the security issues. I was then told that my account has been fraud and that would get it settled and refund me my money. They stated it was $1,492. Both of the customer service representatives had me purchase Gold cards. I purchase $150 gold card from ******* and the next representative had me purchase two $100 cards at ******* because ******* only offer 25, 50, or a 100 cards. Therefore now I'm now out of $350. Under the impression from this company that I would receive my money back. I'm in more debt now due to this scam. Yet this company claims they have no records of this at all. Yet I've been calling them for over 3 weeks about this situation.

  

  Business Response

  Date: 10/03/2025

  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 committed to protecting our customers from fraudulent activities. To help us investigate and take action, could you please provide the steps you took to access the number? If possible, please include the *** and any other details that may assist us in reporting and requesting the closure of the fraudulent site.

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

• Initial Complaint

  Date:09/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 did not order anything through this company. Im being charged 999 a month for the last two months and I believe $1.99 the weekbefore I dont know what its about the bank cant cancel it. I called the company. I have no idea what that man is saying, but not doing anything about it. I just wanna cancel Them charging me money.

  Customer Answer

  Date: 10/02/2025

  I have not heard from the business in response to my complaint. I will try to reach out to them again. Hopefully, I can get somebody who speaks English and I can understand them last time. The guy had no clue about English.

  

  Business Response

  Date: 10/03/2025

  Hi ****, 

  Thank you for reaching out to us about your cancellation. 

  Our team has contacted you directly. Kindly check both your spam and inbox for confirmation.
  

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

  Customer Answer

  Date: 10/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:09/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  U took out 2 payments of 9.99 each in on Sept 8. I canceled this service a couple of months b4 that because it didnt work. I never got a refund fir that either. It seems u just ignore people when they have refunds coming.

  

  Business Response

  Date: 10/03/2025

  Hi *****, 

  Thank you for reaching out to us. 

  Our team has contacted you directly. Kindly check both your spam and inbox for confirmation.
  
  Kind regards, 
  TotalAV, Customer Experience Team