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:08/24/2025

  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 subscribed to this service but changed my mind and went with a different company. I have called and emailed total av to cancel. I couldn't talk to a live person on the phone so I emailed them. They responded saying they didn't have my email address on file. They have charged me $10 per month for the last 5 months and I am receiving no service from them. When I attemp to log on to their website, I am told I do not have an account with them.

  

  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 six digits and last four 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:08/20/2025

  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.

  On August 17, ********************* the amount of $129.00 was processed through ****** for an automatic renewal of subscription for TotalAV application. I have NEVER used TotalAV and cannot resolve it through ****** nor TotalAV. I had to file a dispute with my bank, cancel my card and start an investigation. The company TotalAV is based in ******* and there is no contact phone number.

  

  Business Response

  Date: 09/05/2025

  Hi *****, 

  Thank you for reaching out to us. 

  I can confirm that your account was cancelled and refunded on August 21st, 2025. 

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

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

  Customer Answer

  Date: 09/05/2025

   
  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:08/18/2025

  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 ordered what I thought was mobile device malware and virus protection as advertised on their website. The never refunded my $80 on July 22. I've been calling numerous times for a refund and the off shore reps keep hanging up on me. I will go to ********** next.Thank you

  

  Business Response

  Date: 09/05/2025

  Hi *****, 

  I hope this email finds you well.

  I can confirm that your subscription was cancelled and refunded on July 26th, 2025. 

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

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

• Initial Complaint

  Date:08/13/2025

  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.

  My account has been billed for 198.00$ and 99.00$. I cancelled my subscription a year ago. I fo not want their services

  

  Business Response

  Date: 08/19/2025

  Hi *****, 

  Thank you for your email.
  
  Regrettably, we are having trouble locating a TotalAV account linked to your email address.
  
  This is usually a result of the account being registered on a different email address in our system. In order 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 six digits and last four 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, and 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:08/12/2025

  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.

  August 7th, 2025 I was contacted by TotalAV and informed my cell phone was compromised. I was asked questions about my phone's function & was told they could solve my problem. The information included guarantee of refund. I used ****** for payment. When I accessed my ****** account I found multiple charges five in total, of which I was not informed. I did not activate the accounts, but contacted TotalAV for cancelation immediately. The spokesperson stated they would stop the automatic annual charges, but would not reimburse me. Can you help? Thanks.

  

  Business Response

  Date: 08/19/2025

  Hi *******, 

  Thank you for reaching out to us. 

  I can confirm your account is fully cancelled and refunded. You will receive a separate confirmation email, please check both your spam and inbox for confirmation. 

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

• Initial Complaint

  Date:08/11/2025

  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.

  My TotalAV subscription automatically renewed for ****** on July 22, 2025. I promptly canceled this product and requested a refund through a form filled out on their website. This request is pursuant to their policy of a 30 day money back guarantee. This form generated an immediate generic response to my email that said the following: "Hi X,Thank you for getting in touch with TotalAV. Were truly sorry to hear youre thinking about cancelling, and wed love the chance to help make things easier for you.The quickest way to complete your cancellation is by logging into your online portal - you can find these details here. If youre having trouble logging in, you can quickly reset your password here.Our *********** is also available 24/7, with step-by-step guides on managing your billing preferences, plus other helpful articles and troubleshooting tips.Of course, if youd prefer personal assistance, just reply to this message well be happy to help.Kind regards,The TotalAV Team This ticket has now been closed, but were always here if you need us!"I replied to the chain and got another immediate response that was generic and not helpful. "Thank you for contacting TotalAV.Please refer to our *********** where further assistance can be provided.If you have forgotten your password, click here to request a password reset.If you need help with downloading and the installation of our software, check our guides by clicking here.TotalAV Team"I have now requested a refund 2 times and have not received it. The most recent request was 8/11/25, and the first request was 7/22/25. I have attached email proof of the charges and requests.

  

  Business Response

  Date: 08/19/2025

  Hi ****, 

  Thank you for reaching out to us. 

  Our team reached out to you on August 12th, 2025, about your cancellation and refund. 

  Please check both your spam and your inbox for the confirmation. 

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

• Initial Complaint

  Date:08/10/2025

  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.

  They keep charging my credit card. I had to cancel my card. I'm sick of him. I see online that the numerous complaints about this business. They remind me of those people in *****. Trying to get your money for us. You know, malicious virus protection, leave me alone

  

  Business Response

  Date: 08/19/2025

  Hi *******, 

  Thank you for your email.
  
  Regrettably, we are having trouble locating a TotalAV account linked to 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 six digits and last four 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, and 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:08/09/2025

  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.

  On 8/9/2025 I received a charge of $1.99 from Total AV. While not a significant charge, I had never heard of Total AV not signed up to have an account with them. I have no idea how they got my e-mail or my credit card.

  

  Business Response

  Date: 08/19/2025

  Hi *******, 

  Thank you for reaching out to us. 

  Our friendly team reached out to you on August 11th regarding your cancellation. I can confirm your auto-renewal has been disabled, and no further payments will be taken. 

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

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

   

• Initial Complaint

  Date:08/09/2025

  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 subscription to TotalAV, and after one year it auto renewed. As soon as I received the invoice I cancelled the service and emailed about a refund as I didnt need the service anymore as I no longer have a computer. I received no response, and after vacation reached out again to inquire about a refund. They told me that I hadnt cancelled the service, and that I was too late for a refund on the renewal. The invoice was for July 7th, and the inquiry was August 8th.

  

  Business Response

  Date: 08/19/2025

  Hi *****, 

  I hope this email finds you well. 

  I can confirm your account is fully cancelled and a refund has been processed. 

  Our team reached out to you on August 10th, 2025, to confirm the cancellation. 

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

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

• Initial Complaint

  Date:08/08/2025

  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 was charged $129.00 for virus protection that I did not order or agree to. When the charge showed up on my bank statement I had to ****** to see what it was. I even looked on my subscription account on my phone to see if I had done something by mistake but there is nothing there. I don't know why they charged me or what its for

  

  Business Response

  Date: 08/19/2025

  Hi *****, 

  Thank you for your email.

  Regrettably, we are having trouble locating a TotalAV account linked with your email address.

  This is usually a result of the account being registered on a different email address in our system. In order 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 six digits and last four 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, and 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