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:05/05/2025

  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.

  Rocket money brought to our attention that this company Total AV had charged us $159 on 4/17/2025 and it was a reoccurring charge from the past three years. It was under my wifes name. ***** L ****** but our joint credit card account. She has no idea how they got this and we have never been contacted or given anything from this company. No correspondence just yearly bills. We tried in vain over the course of three days through emails and numerous phone calls to cancel this. We got no satisfaction. Emails were a waste of time because after several of them they said we had to call. We called several times and each time they said we qualified for a free gift but we had to give them our credit card number for a processing fee. We said no each time and they refused to go any farther until we gave them the number. The first guy after 20 minutes finally said he would give us a number to call. When we called it was the number for direct tv. We called several more times and put on wait. Finally the last guy I thought understood what we wanted but he said we had to give him our credit card number before he would give us a reference number to use. He refused to give us the number and thats when the phone call got ugly. He finally hung up on my wife. We have now contacted our credit card company to dispute these charges. However we felt that our experience hed to be reported to the BBB so they could look into this company

  

  Business Response

  Date: 05/12/2025

  Hi *****, 

  Thank you for reaching out to us. 

  Firstly, were sorry to hear about the misleading communication youve experienced. Unfortunately, we are aware of opportunistic scams where our company name is falsely used in emails, phone calls, or other communications. These scams often claim that a users protection is expiring or that they must pay for technical support or virus removal. Their primary goal is to deceive users, expose them to fraudulent activity, and potentially cause financial harm.
  
  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 any potential financial harm.
  
  Based on the information youve provided, we were able to locate an account; however, the first name associated with it does not match either yours or your wife's.
  
  Is it possible that someone else in your household may have access to your card details?
  

  We look forward to your response. 

  Kind regards, 

  TotalAV, Customer Experience Team
  
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23290284
  
  I am rejecting this response because: it does not provide us with a way to cancel our service and saying they dont recognize our name is ridiculous. They take money from our credit card using my wifes name ***** ******. No one else has access to my credit card. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/02/2025

  Hi *****, 

  Thank you for reaching out. 

  To ensure a smooth cancellation process, we offer two convenient options. You can cancel your subscription by following the steps outlined in our ************ or, if you prefer, you can reach out directly to our dedicated customer support team, who will be happy to assist you personally. If you received an auto-response email, please note that it also includes step-by-step instructions on how to cancel your account.

  Regrettably, due to data protection regulations, we are unable to disclose any account holder information without first verifying your identity. This is to ensure we remain compliant with consumer protection laws and our own terms and conditions.

  Regarding the charge mentioned in your previous message, we can confirm that a chargeback was raised successfully, meaning your bank has already received the payment. We recommend contacting your bank directly for further assistance in locating or confirming the transaction on your account.

  Please let us know if there is anything else we can help with.
  Kind regards,

  TotalAV, Customer Experience Team 

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23290284
  
  I am rejecting this response because:
  I have tried both ways they suggest to cancel and none were successful. I wasted hours trying it and my patience. I want it cancelled with money refunded and no more transactions with this company 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/17/2025

  Hi *****, 

  I can confirm that the account is fully cancelled and no further refund will be made. 

  A refund has been processed and should appear in your account within 48 hours but can take up to 7 days depending on your bank, so please do not worry if it takes slightly longer. 

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

  Kind regards, 

  TotalAV, Customer Experience Team

  Customer Answer

  Date: 06/20/2025

   
  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.
  Unfortunately the process was not a good one and should have been resolved sooner. Im hoping that they dont try and bill me again next year. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/05/2025

  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.

  This is the second time they have signed me up to the tune of $99. Not the price I looked at. This happened on 5/4/25. I want my money reimbursed, total scam and fraud.

  

  Business Response

  Date: 05/12/2025

  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, ************* Team

• Initial Complaint

  Date:01/23/2023

  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.

  I canceled my account with total AV last year but they took money from my account, I complained to them and they refunded me the money. Once again they have taken 149 from my account on 14 January 2023 and I can not contact them to get it refunded ..... I managed to talk to an agent on their on line chat who said he would email me a direct link to their account department but he never did ..... now I cant contact them at all

  

  Business Response

  Date: 01/24/2023

  Hi *******,
  
  I am sorry to hear about your experience. I can see from your account that a refund was previously issued, but this failed. I have reissued this refund to you and it should appear in your PayPal account in 48 hours, but sometimes it can take up to 7 days so don't worry if it takes slightly longer.
  
  Kind regards,
  
  ****

  Customer Answer

  Date: 02/04/2023

   
  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:01/08/2023

  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.

  I recently checked my credit card and had noticed money had been taken out from total.av of over $400. I had cancelled my subscription last year as I wasn't too happy with the app.
  I contactéd total. ** and all I got was the chat person, which was not helpful at all,. Then I got directed to a link for a refund and all I got as a response was an email trying to talk me into keeping the product, plus discount, well they not only failed to cancel my account, they've had the check to renew my subscription and then cancel it and said it will not renew after the 1 year period . This is unacceptable business practice. It put my bank acct in the negative. Trying to get hold of them is Impossible ..
  

  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2023/01/10) */
  Hi *****,
  
  We advise all customers that if you wish to cancel your account, please do not simply uninstall your software, you need to contact us in order to cancel the account.
  
  I have issued you a refund for the latest charge on your account. Please allow up to 48 hours for this to process, however in some cases this can take up to 7 days.
  
  Kind regards,
  
  ****
  
  
  Consumer Response /* (2000, 7, 2023/01/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the fact that I got my refund back . But not too happy with their response as to me not canceling my subscription properly .. but at the end of the day I got my money back .

• Initial Complaint

  Date:01/05/2023

  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.

  My parent********************** and I have requested Merchant TotalAV to discontinue charging my account in December and January 2022 due to non receipt of services. I have disputed unauthorized charges with merchant several times over the phone, chat and emails. I have received partial refunds from my financial institution and merchant. Merchant would continue to charge my account after refund has been issued. My resolution request is all of my money refunded for 2022 unauthorized charges.
  

  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/10) */
  Hi *******,
  
  I have tried to locate your account in our database using the email address provided in this complaint, but I cannot. Is your parent's email address the one with which the account was created? If so, please provide this and this can be looked into for you.
  
  Kind regards,
  
  ****

• Initial Complaint

  Date:01/04/2023

  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.

  20th December 2022
  $30
  Antivirus software for up to 3 computers. It loaded on the first one and none of the others.
  Since that date we have had emails back and forth but nothing gets accomplished , how many thousands of people have they conned?
  They have said they will resolve it but nothing gets done , they just offer you discounts , I dont want a discount I want my money back.
  Account #********
  

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/10) */
  Hi*******,
  
  I can confirm your account has now been cancelled and no further payments will be taken.
  A refund has also been issued for the last payment taken.
  Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.
  
  Kind Regards,
  *****
  
  
  Consumer Response /* (2000, 7, 2023/01/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After many emails and involving BBB and Paypal , they have finally refunded the payment, pity we have to go to such extremes.

• Initial Complaint

  Date:01/03/2023

  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.

  I've been trying to cancel my Total AV for days, before 1/1/2023. They responded with a basic response form letter telling me they'd get back to me. I thought I cancelled a few days ago, but today it says my account is still active. I also told them I wanted the 119.00 refunded, but still haven't heard from them. Just now I tried filling out the cancellation form again, but it would not process. I click continue and nothing happens, like it's a dummy page. Even though I had their product on my computer, I got hacked and had to deal with all the cancelling of cards, and changing bank account numbers, all very aggravating. Yet they still don't get back to me!!!

  

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 5, 2023/01/05) */
  Hi *****,
  
  I can see from your account that a refund has previously been authorised, as of 4/1/2023. Please allow up to 48 hours for this to process, however in some cases this can take up to 7 days.
  
  I can also confirm that you account has been fully cancelled and no further payments will be taken.
  
  Kind regards,
  
  ****
  
  
  Consumer Response /* (2000, 6, 2023/01/05) */
  They have finally cancelled my account and they have refunded the money this morning.

  

  Business Response

  Date: 01/05/2023

  Hi *****,
  
  
  
  I can see from your account that a refund has previously been authorised, as of 4/1/2023. Please allow up to 48 hours for this to process, however in some cases this can take up to 7 days.
  
  
  
  I can also confirm that you account has been fully cancelled and no further payments will be taken.
  
  
  
  Kind regards,
  
  
  
  ****

  Customer Answer

  Date: 01/05/2023

  They have finally cancelled my account and they have refunded the money this morning.