Complaints
Customer Complaints Summary
- 924 total complaints in the last 3 years.
- 302 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/25/2025
Type: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 June 19, 2025, Total AV charged me for another year of service. I called immediately and on June 19, ********************************* subscription and I asked for a refund. They said it would take 2-3 days to get confirmation email and that my refund would take 5-7 days. I never received either. They gave me a number of *********
Business Response
Date: 08/04/2025
Hi *****,
Thank you for reaching out.
I can confirm that your services were cancelled and a refund was processed on July 28th, 2025.
Refunds can take up to 7 working days from the date of processing to appear in your account, depending on your bank or payment provider.
Please allow this time to pass, and if the refund has not been received after this period, feel free to reach out and well be happy to assist you further.Kind regards,
TotalAV, ************* Team
Initial Complaint
Date:07/25/2025
Type: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.
12/16/2021 I sent an email to TOTAL AV security and asked them to cancel my **********/16/2022 they billed me again. I sent an email stating I canceled my account, they insured me my account would be canceled. Today I was billed again, called customer service and was again told my account would be canceled.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 TeamCustomer 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,
******** *******Initial Complaint
Date:07/23/2025
Type: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.
For 6 months I have tried to cancel Total AV. They continue to charge me monthly For their antivirus service that I do not want. Please help. Discontinue paying this service. Refund my past payments if possibleBusiness 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 TeamInitial Complaint
Date:07/23/2025
Type: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 cancel the subscription on photo they have still been charging me since ***** I called them telling them that it was canceled in 2024 and I wanted my money back since 2024 They said they couldnt do that I just want my money back since 2024 very dishonest companyBusiness 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 TeamInitial Complaint
Date:07/22/2025
Type: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.
Email to TotalAV:From: **** ***** <*****************************>To: ************************************** <****************************************************************>Sent: Monday, July 21, 2025 at 09:03:28 PM PDT Subject: double billing I am attaching evidence that TotalAV has billed me twice in 2025 for the same service which I LONGER WANT. I intend to go to an authority to find out my rights to sue your company for invading my personal private accounts for double billing. I will go directly to ****** to look into this matter.**** ***** **** ***** ******:May 2025 mail.png mail.png TotalAV -$129.00 May 27 . Payment US BANK ACCOUNT:5/29/2025 withdrawal TotalAV $129.00 Completed 5/29/2025 Transaction info description Electronic Withdrawal Totalav transaction date 5/29/2025 transaction time 4:00 a.m.type Withdrawal Merchant Info Merchant Category ********************** Official Site | TotalAV Award-Winning Antivirus ProviderBusiness 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 TeamInitial Complaint
Date:07/21/2025
Type: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.
Please see attached document . .My experience with TotalAV has been disappointing, frustrating and finally horrifying. While still on the call the tech asked me which bank I used (He should never have asked this) and to logon to my bank for the purpose of verifying the transaction shown above had completed. . . the transaction did not show.Then things got VERY SCARY . . . The blue screen that blocked my access to the computer and any open applications re-appeared. The tech at no time informed me that he was again taking control of my computer or activating the installed software application. I was actively logged into my bank account(s) and displaying all my account information on the screen. I was immediately worried as I recalled the notice during the installation that at no time will any service *** request any financial information. Now I had no control of my PC while I was logged onto my bank online account(s). I quickly attempted to access my computer and switch to the open browser displaying my banking information to close it and could not.Business Response
Date: 08/04/2025
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, 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.If you are able to provide us with as much information of where you obtained the information from, we can then pass this onto the relevant team.
I am also unable to locate your account with the information you provided us, please could you provide a different email address.
Kind regards,
TotalAV, Customer Experience TeamCustomer Answer
Date: 08/13/2025
Complaint: 23631340
I am rejecting this response because:Stating that the issue is NOT thier fault or they can not manage "Impostor" sites is a complete lie. I called Total AV directly from their web site. Multiple support people had me install the web based application that they use to "complete a refund form". Both instisted I had installed the software on a PC or laptop when it had only been downloaded and installed on my cell phone. I have read hundreds of on-line complaints of people having the exact same experience and a total LACK of knowledgable support.
In response to not finding an account, if I did sign in (which I doubt I did) it would be under my GMail account - ***********************************
Sincerely,
**** *******Business Response
Date: 08/21/2025
Hi ****,
Thank you for your message. Please be assured that our contact number is not publicly listed online unless it is shared directly by our team. I have also sent you an email so you have a verified way to communicate with us in the future. If you come across any communication that you are unsure about, please share it with us so we can confirm its legitimacy.
As mentioned previously, our team will never:
- Request payments for customer support or technical assistance.
- Ask for full card details over the phone or via unsolicited emails.
- Make unsolicited phone calls to our customers.
- Ask you to install software to grant us access to your device.If you suspect that an email, phone call, or link may be a scam, we strongly advise you to:
- Avoid clicking on any links or providing personal/payment details.
- Do not engage further with the sender or caller.
- Contact us directly to verify the legitimacy of the communication.Using the email address you provided, I can confirm that you do have a TotalAV subscription. However, it is currently in a suspended state due to a failed payment. Would you like me to cancel the service for you so that no further payments will be attempted?
Please note - I have also sent an email to you directly from your account so you have direct communication to TotalAV.
Kind regards,
TotalAV, ************* TeamInitial Complaint
Date:07/18/2025
Type: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 did not sign up for any service but was notified of fraudulent/suspicious activity by my bank and this affected my credit card. This just happened again.Business Response
Date: 07/28/2025
Hi ****,
Thank you for your email.
I can confirm that your account is cancelled and no payments will be taken.
A data deletion has been processed and you will receive a confirmation email once the deletion is completed. Please check both your spam and inbox for confirmation.
Kind regards,
TotalAV, ************* Team
Initial Complaint
Date:07/16/2025
Type: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 Totalav in ***************************************** july of 2024. I call Totalav and was told my account was activated by someone in ************ and I live in ********. They asked to get remote access to my laptop which I denied. I'm asking for a refund of $129.00 back to my ****** account.Business Response
Date: 07/17/2025
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 ************* TeamInitial Complaint
Date:07/16/2025
Type: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 did not authorize Totaladblock to be paid $155 via my credit card on June 10, 2025 *********** failed to give me the 30-day advance warning that it says it always provides And the amount increased considerably from the $119 charged the prior year So I contacted the company But their representative refused to cancel my subscription and also refused to give me a credit of the $155 on my credit card I then checked reviews of Totaladblock on the web at Trustpilot and Consumer99 Both revealed that Totaladblock is a scam ??Business Response
Date: 09/05/2025
Hi *******,
Total Adblock is a legitimate company providing services worldwide. You can also see the certifications and awards achieved by our other product, TotalAV, by visiting: ***************************************************************.
I can confirm that your services were cancelled and refunded on July 17th, 2025.
Please dont hesitate to let us know if theres anything else we can assist you with were always happy to help.
Kind regards,
TotalAV, ************* TeamInitial Complaint
Date:07/15/2025
Type: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.
Dates:4/21/025 - $1.99, 5/20/2025 -$9.99, 6/20/2025 - $9.99 I am unaware of any transaction with this company or agreement to pay.These charges hit me completely unaware. Two days of efforts to unsubscribe were met with many dead links, misdirected links, dead pages where no actions could be taken, or circular links.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
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