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: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

• Initial Complaint

  Date:09/13/2025

  Type:Product 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 Total AV, then I was charged $159 on my ****** account. I already reported to ******. This company is very deceptive. I used them a few years back. After I download their app. All kind of scam appeared on my computer. I want them to refund me and leave e alone.

  

  Business Response

  Date: 09/16/2025

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

  Customer Answer

  Date: 09/16/2025

   
  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. They refunded the unauthorized charge of $159 to my account. Please noted that this kind of unauthorized charge and hurt a person if they do not have the extra $159. It could delay their rent or mortgage payment, or cause overdraw from their bank and accumulate penalty fee. Most of us live from pay check to pay check. Thank you for the quick action
  Sincerely,
  
  May ****

• Initial Complaint

  Date:09/12/2025

  Type:Product 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.

  Charged for a subscription I cancelled and got a refund for in 09/2024 and was charged again for an annual subscription on 09/11/2025. Auto-renewal was supposed to be disabled but I got charged again. I've tried to reach out to the company to cancel again and get a refund but I am only getting an auto-generated response with no refund option.

  

  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

  Customer Answer

  Date: 09/17/2025

   
  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:09/02/2025

  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.

  This company states they will give refunds and even refunds for additional charges like being charge for a year worth of antivirus. I literally tried to get a refund on a charge 2 mins after it happened and there is no one to message to even get the refund. The email they give you to request a refund just keeps sending back a generic message about how to cancel your subscription no matter what you send the support team. I have sent over 7 emails and got the exact same response, I tried to dispute it with ****** and the comapny literally disputed the claim back and I lost my claim. So they had time to dispute to claim back but can't respond to me properly? They say they will refund but then disputes my claim about getting a refund? This place is very scummy.

  

  Business Response

  Date: 09/05/2025

  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:08/30/2025

  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.

  In July, 2025 , there was a charge on my Discover card for $19, for a service I never ordered. This service somehow convinced Discover that it was a good purchase. I don't know how that was done, since I never purchased it. I was told to go to TotalAv's website and cancel the plan so I wouldn't be charged for the next month, Which I DID. Now, again, I'm being charged AGAIN for another month.This was in July and Aug., 2025 Several years ago, I had problems with this company , that charged me many months for services I never ordered. Month by month, we finally eliminated all those charges. Now, 10 months later, it started all over again. I got a message recently from a man at that company saying they would delete all charges through my BANK. This wasn't thru my bank, but Discover card. I CANNOT NOW FIND THAT EMAIL. i HAVE NO RECORD OF EVER PURCHASING anything FROM THAT COMPANY.

  

  Business Response

  Date: 09/05/2025

  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

• Initial Complaint

  Date:08/28/2025

  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.

  On Aug ******* I contacted Total AV about my cancelled subscription, in July 2025 I canceled my subscription and stopped using that checking account. On August 25th I again contacted them about a $14.99 subscription charge. It was one of the companies that handles there customer service. I explained that I wanted it canceled including the overdraft the bank charged me. I was asked for bank routing number and my account number. I gave them this still thinking I was dealing with a reputable business. In what seemed reasonable they asked questions I answered. Then my ****** Acct showed where the were paying me in 2 pmts of $50. to be paid by Aug 28 each. The next day my ****** Acct showed that they withdrew the 2 $50 pmts and I was again charged a $30 overdraft fee for each check because PayPalhandled as a pmt i was making.. I want all money refunded along with the overdrafts. I attempted to call again yesterday and had to pay $1.00 totally refundable i was on my cellphone in a very poor reception area in a dead spot so the call was not completed. Today I check ****** and my bank and I have an additional charge of some $38+ $30 overdraft charges. On the original customer service call they stated I had been hacked from ************* odd since they were charging me to protect my account. The gentleman kept telling me he was a working on it and to enter exactly what he told me. He became inpatient and eventually transferred me to his supervisor. This whole process was on speaker phone with my sister listening. I explained I was broke because I just returned last week from *********** in ********* where I had had heart surgery therefore could not afford unauthorized charges. I am now wondering if I was scammed. They did keep telling me I was on a recorded line. Please help me resolve this I can't afford their customer service charges and bank overdraft fees a total of $265.00 I will anxiously await hearing from you and I thank you in advance.

  

  Business Response

  Date: 09/05/2025

  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. Our team will reach out to you and ask you for further information. Please check both your inbox and spam mailbox. 

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