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:11/25/2025

  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.

  We are charged on a personal credit card for a service we don't use. We reuqested a refund and to removed the ** from SOMEONE ELSES account and were told they cannot. Only the account holder can do it, even though it is OUR credit card, under OUR name and not the account holders.

  

  Business Response

  Date: 11/26/2025

  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, 
  Customer Experience Team

• Initial Complaint

  Date:11/21/2025

  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.

  I AM NOT A TOTALADBLOCK CUSTOMER!!! However, they keep sending emails to me saying they are renewing my coverage -- THAT I NEVER AUTHORIZED -- and to make sure they never hear my objections, they use only noreply email addresses, a trick about which I wrote an editorial entitled "Hiding from Humans" because that's exactly what it is!!! If my debit card is being used, find who did it and throw him/her in prison for life!!!It seems that many people enjoy harassing and defrauding senior citizens as well as disabled citizens. In my case, I am both, and I know that someone is causing these things to happen. However, I want to make it 100% clear: DEFRAUDING ME AND STEALING MY MONEY IS A CRIME AND THE GUILTY PARTY DESERVES THE SEVEREST PUNISHMENT POSSIBLE!

  

  Business Response

  Date: 11/25/2025

  Hi *******,
  
  We're sorry to learn that you're receiving marketing emails you didn't expect or want. Thank you for bringing this to our attention.  
  While the email you received did not come directly from Total Adblock, we want to assure you that your concern has been taken seriously. Our Compliance Team actively monitors for any unauthorised use of our brand, and your report helps us in those efforts. Protecting your privacy and trust is our top priority.
  
  If you continue to receive these emails, we would appreciate it if you could forward them to us, so our team can investigate further.
  
  In the meantime, here are a couple of quick guides to help you block or report unwanted email using your email provider. 
  
  ********************************************************************************
  *****************************************************************************************
  
  We'd like to thank you again for flagging this. If theres anything else we can assist you with, please don't hesitate to let us know.
  
  Kind regards 
  Customer Care Team

• Initial Complaint

  Date:11/20/2025

  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.

  I had a pop up on my phone to get a free scan from TotalAV. I foolishly clicked it not realizing that this was a trick. Immediately, it said that I had a serious virus that had to be taken care of asap. I already had protection on my phone from ******. I am a senior citizen and was scared that my protection had not protected me from a virus. After signing up with them, I googled TotalAV and discovered that they have the reputation of aggresive sales tactics and giving a false positive saying that you have a virus when you don't. I immediately contacted TotalAV and told them to cancel and refund my first payment of $1.99. They said that it was not acceptable to request cancellation via email or phone, only through their app, which I couldn't access. Later, they put another charge of $9.99 on my credit card.

  

  Business Response

  Date: 11/25/2025

  Hello *****,
  
  Thank you for taking the time to share your review. We truly value your feedback and appreciate you reaching out.
  
  We can confirm that your account has now been fully cancelled, and no further payments will be taken. A confirmation email was issued once the cancellation was completed please check both your inbox and spam/junk folders to ensure it hasnt been filtered by mistake.
  
  If you require any further assistance or have any questions, please do not hesitate to contact us.
  
  Kind regards, 
  Customer Care Team

  Customer Answer

  Date: 12/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:11/15/2025

  Type:Billing 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 signed up for a seven day free trial. They charged me $119 after the seven days. That was last year and was not noticed. Now they have charged me another $119 for this year after I had already cancelled the subscription

  

  Business Response

  Date: 11/24/2025

  Hello Kandylynne ,
  
  Thank you for taking the time to share your review. Your feedback is important to us, and we appreciate the information youve provided.
  
  We can confirm that your account has now been fully cancelled and refunded, and no further payments will be taken. Refunds typically appear in your account within 48 hours, though it may take up to 7 days, depending on your bank or card provider. Please rest assured that this timeframe is normal.
  
  To ensure you receive our confirmation emails, please check both your inbox and your spam/junk folder, as messages may be automatically filtered. Marking our emails as Not Spam will help ensure future correspondence arrives directly in your inbox.
  
  If you require any further assistance, please do not hesitate to contact us. We are here to help.
  
  Kind regards,
  Customer Care Team

• Initial Complaint

  Date:10/31/2025

  Type:Sales and Advertising 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.

  The *** app and the website does not allow me to sign in or use the app. It tells me it has no record of me. There is NO PLACE on their site that offers any option to fix other that the standard and limited list of options. A call to the office is met with ring, menu, then hangs up.

  

  Business Response

  Date: 11/04/2025

  Hello ******, 
  
  Thank you for reaching out to us. 
  
  Our Support team has reached out to you directly. Kindly check both your spam and inbox for confirmation.
  
  Kind regards, 
  Total VPN, ************* Team
  

• Initial Complaint

  Date:10/29/2025

  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.

  I was getting virus notifications and installed Total AV At the end of the month i got charged another 9.99 it auto renewed which i didnt expect.i called to cancel and told it would be canceled and i would be refunded.i though5 it was done.i then get a call saying they wer3 the refund department the ***Ryan ******* walked me through installling software to recieve therefund . when i wouldnt enter my debit card the *** said you have to to get a refund, i told him i wouldnt and i just want to cancel forget the refund , he kept insisting, when i told him i wont enter it because the srewed me once already. He kept insisting i didnt trust him because one of the buttons he had me push was purchase bitcoin. I told him F*** you im not attaching my debit card he said F*** You how are you gonna get a refund i said just cancel it then no refund, he said you cant cancel then. End of call.

  

  Business Response

  Date: 11/04/2025

  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 no further payments will be taken. Please check both your spam/junk and inbox for separate confirmation. 

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

• Initial Complaint

  Date:10/21/2025

  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.

  billed by this company with no prior notice about a renewal. contacted the company on 10/21/2025 and spoke to Vallintino ***** who canceled my unknown renewal but would not refund any funds even though there are 9 or 10 months of unused of an annual subscription that I was unaware had was renewable since I never any notice from the company until I received a credit card statement, now that it's cancels I am out of the unused months Thank you

  

  Business Response

  Date: 10/27/2025

  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
  

• Initial Complaint

  Date:10/20/2025

  Type:Customer Service 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 have this service on my computer and there are still people watching everything that I do. I received a call today from ***************** store in ***************** as an anonymous call. I have called them back and no answer, I find it very strange that I was on my computer yesterday looking at apartments in **************. Also find It strange as I was getting ready to file an *** tip in the middle of them calling. So that tells me that total av is not protecting my computer like they suppose to be. I am not going to continue to pay for this service and all my information is being monitored.

  

  Business Response

  Date: 10/27/2025

  Hi ******, 

  Thank you for reaching out to us.

  Unfortunately, we are unable to locate 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 of 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 for payment, then 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 it directly in the relevant app store or contact 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, Customer Experience Team

• Initial Complaint

  Date:10/13/2025

  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 paid them for their services $9.99 for my antivirus service. I thought it was free. After a month, it would cost more so I called to unsubscribe before the trial period ended. The *** on the phone told me to push a button and I asked him why and he told me to push it anyway stupid person. Then he told me to go to another website and I pushed cancel. This company is supposed to be so good but you can't communicate with them. I want to cancel this service.

  

  Business Response

  Date: 10/27/2025

  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

• 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