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:08/06/2025

  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 don't remember trying TotalAV trial or anything, but if I did, I haven't been getting charged, either. BUT I DO KEEP GETTING THE RED WARNINGS THAT I NEED A POP UP BLOCKER!!!! EVERYTIME I OPEN MY ******!!! And IF THEY CLAIM that they tried to contact me, or I have something in my spam box, JUST LIKE I'VE BEEN SEEING ON EVERY COMPLAINT about TotalAV, or any of their components, THEY ARE LIARS!!!! I clicked on the pop up, to see where it was coming from and it DEFINATELY TAKES ME TO THEIR WEBSITE!!! ALSO, A HEADS UP... before they send that "BS reply message" they are replying to, right here on ************************, claiming anything such as they tried to contact me, or something has been sent to my e-mail, inbox, spam/scam box, or any other box. THEY ARE LYING!!! If And you CANNOT TALK TO A LIVE PERSON!!! I have tried for hours!!! TRYING EVERY SINGLE PHONE NUMBER I COULD FIND AND IT IS JUST A VISOUS LOOP!!!! EVERY CHOICE ANYONE PICKS, on the recording, is the same for reply for everying choice...telling the caller "to LOG INTO YOUR ACCOUNT. WHICH I DO NOT HAVE!!!. What a lying, **************. They send spam/scam/pop **** infecting my computer. WELL, THEY BETTER NOT MAKE ME PAY TO REMOVE THEIR S**T off my computer, or damage it in anyway, or I WILL BE FORCED TO ASK TO FOR DAMAGES!!!! I do hope my computer is not permanantly damaged though :( I dispise this kind of scamming/spamming/lying kind of activity :(

  

  Business Response

  Date: 08/07/2025

  Hi *******,

  After looking into your query and checking your account, it seems that you have a free account with us and are not being charged. To stop receiving pop **** all you'll need to do is uninstall the application from your device.

  To uninstall TotalAV, you'll need to follow a specific set of steps. To make the process as easy as possible for you, we've provided a link where you can find detailed instructions. Please click on the following link to initiate the uninstallation process:
  
  **********************************************************************************************;
  
  Once you've clicked the link, you'll find step-by-step guidance on how to remove TotalAV from your device. This will ensure that the uninstallation is carried out smoothly and completely.
  
  We work with third-party advertisers who will provide pop-*** advertising our products, these types of pop-*** we are unable to control. 
  
  If you encounter any issues during this process or have any questions, please don't hesitate to reach out to our customer support team.
  
  Kind regards, 
  TotalAV ************* Team

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23711658
  
  I am rejecting this response because:  I DO NOT HAVE TOTALAV INSTALLED ON MY COMPUTER ANY MORE!!!  BUT EVERY TIME I CLICKED ON THE POP UP, IT TAKES ME TO TOTALAV.  I WANT IT STOPPED!!!  CLEAN IT OFF MY COMPUTER!!!!
  
   ******* *****

  

  Business Response

  Date: 08/19/2025

  Hi *******, 

  Thank you for reaching out to us. 

  Please follow these steps to uninstall the services from your device, as they appear to be incomplete. 

  To uninstall TotalAV, you'll need to follow a specific set of steps. To make the process as easy as possible for you, we've provided a link where you can find detailed instructions. Please click on the following link to initiate the uninstallation process:
  
  **********************************************************************************************;
  
  Once you've clicked the link, you'll find step-by-step guidance on how to remove TotalAV from your device. This will ensure that the uninstallation is carried out smoothly and completely.
  
  We work with third-party advertisers who will provide pop-*** advertising our products; these types of pop-*** we are unable to control. 
  
  If you encounter any issues during this process or have any questions, please don't hesitate to reach out to our customer support team.
  
  Kind regards, 
  TotalAV ************* Team

• Initial Complaint

  Date:08/06/2025

  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.

  receiving notices from credit card compan that Total AV billed them. They flagged it for my approval. I have Total AV Antivirus on my PCs, I ignored the request. Today, I called. thought my subscription had been renewed Called Total AV number found on ****** search persotold me they would refund my $99.00 charge. filed out several questions included my bank account number. Was told the screen was not a human that my information was not being collected. that hey were going to send my bank the credit for the $99.00 and to fill out the form includeing $99. They told me that they were going to have the "**********" send the money to my bank. When I put in $99.00 the machine changed it to $99000. He saw what was happening and appeard concerned. They had me log into my account. hought I saw deposit of $99,000 from **********. He told me that this was a terrible error that he could be fired if boss found out. Asked me to wait. When he returned he told me the problem was my keyboard but, he had no way to solve the problem. Asked me what I might do to solve problem. Told him I'd call bank and he said Absolutely don't do that the money would then become taxable for me, even after they removed it but, didn't know how they were going to remove it. Asked to speak to supervisor, said he would get in trouble didn't want to do that. He again asked me how "I" might fix the problem. At that point, I hung up and called my bank. They saw the transaction but, it was a transfer of funds from my Savings account to my checking account, not from **********. I told her I didn't make that transaction and she shut down computer access to the account(s) (there are two but this effected only one and, she cancelled my banking account numbers and told me that we would have to go to our local bank and open and resolve the issue with new accounts in person. We will do this tomorrow but, I wanted this on record for you to investigate.

  

  Business Response

  Date: 08/07/2025

  Hi *******,

  Were sorry to hear that youve experienced misleading phone calls. Unfortunately, we are aware of opportunistic scams in which our company name is falsely used to mislead individuals. These scams often claim that a users protection is expiring or that they must pay for technical support or virus removal. Their goal is to deceive users, expose them to fraudulent activity, and potentially cause financial harm.
  
  Please rest assured that we never request payments for customer support, ask for full card details, or make unsolicited phone calls. If you suspect a scam, we strongly encourage you to contact us directly for verification. Additionally, if you believe you have fallen victim to such scams, we recommend contacting your bank immediately for further assistance, as we are unable to control the actions of scammers.
  
  Kind regards, 
  TotalAV Customer Experience Team

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23711598

  I had to close all my accounts and cancel my credit card.  If this is how you manage hackers at your site, why the heck should I use your service to protect my computer.  I've cancelled my subscription and letting everyone know of this *****. 

  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 08/19/2025

  Hello *******, 
  
  Were sorry to hear about the misleading communication youve experienced. Unfortunately, in this industry, we are aware of opportunistic scams in which our company name and others are 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.
  
  We take these matters very seriously and are constantly working to protect our customers from fraudulent activities. If you have received any suspicious communication, please attach or forward it to us so we can investigate further.
  
  Thank you for bringing this to our attention. Were here to support you and ensure your experience with TotalAV is safe and secure.
  
  Kind regards, 
  TotalAV Customer Experience Team 

• Initial Complaint

  Date:08/04/2025

  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 5 August 2025 my bank account was charged, via ******, with A$129 for AV protection by totalav. But I never ordered anything from totalav

  

  Business Response

  Date: 08/05/2025

  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

  Customer Answer

  Date: 08/06/2025

   
  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:08/01/2025

  Type:Order 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.

  July 30, 2025 (Pending) $.9.99 There isn't a transaction ID. I canceled your service several months ago electronically. It's still charging me.

  

  Business Response

  Date: 08/11/2025

  Hi ******,

  Thank you for contacting TotalAV via BBB.

  Please be advised that the reason you were still seeing charges is due to the fact that you did have a duplicate account, but this was cancelled and the $9.99 charge was refunded on 30th July 2025. 

  Please let us know if you have any further questions regarding this.

  Many thanks,

  - TotalAV ************* Team

• Initial Complaint

  Date:08/01/2025

  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 have requested a refund for antivirus software. I requested it a week ago. There is no number to call, nothing other than online "chat" which is just an email with an automated response. The cost went from 19, to 119 to 159. I do not need antivirus for that price, besides it doesn't work right anymore. It freezes, tells me that it's expired, etc. I canceled everything and requested a refund. The automated chats just keep saying how to cancel. Cancelling it doesn't trigger a refund, you have to request it. I have requested it numerous times. These people are high level scam artists because it is repeatedly advertised as a money back guarantee and refund guaranteed within a certain number of days. I am within that window when I requested the refund. My guess is they're going to give me the runaround until I'm out of that window and then say that to me.

  

  Business Response

  Date: 08/05/2025

  Hi ******, 

  Thank you for your email.

  Regrettably, we are having trouble locating a TotalAV account linked with the email address you provided. 

  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 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 - ************
  

  Kind regards, 

  TotalAV, ************* Team

• Initial Complaint

  Date:08/01/2025

  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.

  Account billing. I paid my bill. They still come after me for money. When I call to fix. They keep putting me on hold. I tried to cancel.I got fed up and gave up. Im past due and they've suspended my account.

  

  Business Response

  Date: 08/05/2025

  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

• Initial Complaint

  Date:07/31/2025

  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 went online to get virus protection on my new computer. It stated a special of *****. I accepted and downloaded software. What appears on my banking statement was a charge for 29 then am additional charge of 39. Dont know why they charged twice! Want $39 refunded back to me,

  

  Business Response

  Date: 08/05/2025

  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

• Initial Complaint

  Date:07/30/2025

  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.

  Double billing every month

  

  Business Response

  Date: 08/05/2025

  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

• Initial Complaint

  Date:07/29/2025

  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 years anti virus protection but got virus on my laptop which is costing $280 to repair and protection

  

  Business Response

  Date: 08/05/2025

  Hi Mignon, 

  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:07/26/2025

  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 was charged $9.99 for a service I do not use. I had deleted the TotalAV app from my device, not realizing that this would not cancel the subscription. I also did not receive any email notification about an upcoming charge. As soon as I saw the charge, I immediately canceled the subscription. Since then, I have submitted three refund requests, but each time I received the same generic response and my support ticket was closed without resolution. I am requesting a refund for the unauthorized $9.99 charge.

  

  Business Response

  Date: 08/04/2025

  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

  Customer Answer

  Date: 08/04/2025

   
  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,
  
  ***** ******