Complaints
Customer Complaints Summary
- 923 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:06/02/2025
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 Contacted TotalAdBlock Twice by Email, to Inform them that I had ******************************************* and for them to Cancel my Account!!!I have Uninstall Their App from my Computer, and can **************************** But They have Continue to Charge Me Anyway?They Charged me $129.00 in April 2025, and I had BankofAmerica to get the Fraud Charge of $129.00 Back into my Bank Account!********************** sent me Two Different Emails, Instructing Me to Click on the Links They Sent - to Cancel My Account!But the Links Do Not Work, they Only Jump with Each Click - Nothing will Pop Up??? I Tried Using Different Browsers, but the links Do Not Work!!!It Is A SCAM! To Stop You From Canceling Your Account - To Get More Money???I Checked my *********** Account This Morning on Monday June 2, 2025 - and TotalAdBlock has Charged Me This Morning For $29.00!!!I'am Going to the Bank in the Morning - and Get my $29.00 Back!!!Then I Plan to File Internet Fraud Charges with Their California State ************************** and the California *** Headquarters!They ********** For Operating A Online Fraud Network!!!****** ***** ( Retired 21yrs./4mos. ************* Police Officer - B.S. Degree in *************************
Business Response
Date: 06/17/2025
Hello Johnny,
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,
Total Adblock Customer Experience TeamInitial Complaint
Date:06/02/2025
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 was on my MSN feed and found a recommendation on one of there ads to choose Total AV as a malware solution for preventing malware. I went thru the download and have since been harassed by a Malware call Windows Script Host which continues to pop up. I have numerous ways to remove this but it resists at every option.Business Response
Date: 06/11/2025
Hi ****,
Thank you for reaching out.
To understand the issues that you are experiencing with 'Windows Script Host' please could you provide us with the steps along with screenshots of what you are experiencing so we can assist you accordingly.
Kind regards,
TotalAV ************* TeamInitial Complaint
Date:05/29/2025
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.
An unknown billing transaction invoice 90550070 of $49 on April 29 , 2025.Business Response
Date: 06/02/2025
Hi ****,
Thank you for reaching out to us.
Our team has reached out to you directly regarding the charge, please check your spam and inbox.
Kind regards,
TotalAV, Customer Experience Team
Initial Complaint
Date:05/25/2025
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.
I have been charged for an anti-virus subscription that I never signed up for. There was an automatic renewal charge of $129 that was debited from my account through ******. I've had no correspondence in my email account for an entire year.Business Response
Date: 06/02/2025
Hi ********,
Thank you for reaching out to us.
Our team has reached out to you directly, please check both your spam and inbox.
Kind regards,
TotalAV, Customer Experience Team.
Initial Complaint
Date:05/24/2025
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 canceled the service about 6 months ago and I have now been billed an "Automatic Renewal". This is for a service I did not agree to, for Automatic Renewal. Also, the service is not in effect. My bank, on my request has refused to pay the $155.00 and ****** has taken the position (I do not know why) that AdBlock is entitled to the payment. This is to me a clear case of FRAUD and ****** is also involved in supporting fraud, It has been impossible to reach a human representative at either TotalAdBlock or ******. This complaint is also intended to include ******Business Response
Date: 06/11/2025
Hello *****,
Thank you for reaching out to ***
Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.
Kind regards,
Total Adblock Customer Experience TeamInitial Complaint
Date:05/24/2025
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.
$9.95 automatically debited from my checking account 2/15/25, 3/15/25, 4/15/25 & 5/15/25. Did not subscribe to Total AV & can't communicate with them about this. No way to get in touch with them to settle this. Poor customer service.Business Response
Date: 06/02/2025
Hi *****,
Thank you for your email.
Regrettably, we are having trouble locating a paid active TotalAV account.
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 (not ****************************)
- 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 - +1-************ - Please note phones are English speaking onlyKind regards,
TotalAV, Customer Experience TeamCustomer Answer
Date: 06/04/2025
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:05/23/2025
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.
This company TotalAv Protection has been charging my ****** account for months and will not cancel after several attempts. Through calling them and chatting with an online agent. Ive asked for a refund of ****** and was told they needed to install a refund form to my computer in order to issue a refund. Please help.Business Response
Date: 06/02/2025
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. Please provide us with the steps and links to where you located this information so we can pass it on to the relevant team for them to investigate.Regarding the charges youve mentioned, please check your inbox or spam inbox as our team has reached out to you directly.
Please let us know if there is anything else we can help with.
Kind regards,
TotalAV, Customer Experience Team
Initial Complaint
Date:05/22/2025
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.
At some point in 2022 i elected to purchase the total adblock product, i thought i had cancelled the product. The company resumed charging me in 2025 and i have tried calling the and going throught thjeir website to cancel to nop avail.Business Response
Date: 06/11/2025
Hello *******,
Thank you for reaching out to ***
Our team has reached out to you directly. Kindly check both your spam/junk and inbox for confirmation.
Kind regards,
TotalAV Customer Experience TeamInitial Complaint
Date:05/21/2025
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.
I have been looking into fixing my credit and eliminating unnecessary bills. Upon a detailed account of my withdrawals I see that a company called Totalav has been taking deductions from me since May 2024. The charges started out as $9.95/month ( there are four transactions with this amount) and have gone up to $14.99/month ( there are nine transactions with this amount). I called their customer service line and they cannot find an account under my email address which hasn't changed in over 8 yrs and they don't recognize my debit card which I have had for over 1 yr. This does not make any sense to me and they asked me to send a screen shot of the transactions to ************************************* I called back to speak to someone to ensure it was received and the agent tried to rush me off the phone and told me to wait 24-48hrs. I am not happy with the poor customer service and I am uncomfortable with how they have managed to be deducting money from me without my consent and can't find an account but are taking money. I am not convinced it will be resolved and felt going through BBB would be a better solution. If someone could assist as I would like a FULL refund for all of the funds deducted. Thank youBusiness Response
Date: 05/22/2025
Hi Sasha,
Thank you for your email.
Regrettably, we are having trouble locating a TotalAV account linked with your ****************************** 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 as the following information as possible:-
- Email address used to sign up with us (not ******************************)
- 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, Customer Experience TeamCustomer Answer
Date: 05/23/2025
Complaint: 23361050
I am rejecting this response because: They cant locate the account under my name they have Charges out of my account since last year and the only way you can find an account for me is by an email you cant find or a debit card that Ive had for over a year I did not sign up through ***** or the App Store. I dont have an android so it wouldnt be ****** play store. Im not buying that you cant find an account under someones name I sent them a screenshot of screenshot of the charges. Clearly it says total AV so no, Im not accepting this response
Sincerely,
***** ******Business Response
Date: 06/02/2025
Hi Sasha,
Thank you for reaching out.
Regrettably, we do not have a TotalAV account on our system 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 as the following information as possible:-
- Email address used to sign up with us (not ******************************)
- 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 ******
Please note that without this information, we will not be able to assist with any account or payment queries.Kind regards,
TotalAV, Customer Experience TeamCustomer Answer
Date: 06/04/2025
Complaint: 23361050
I am rejecting this response because: I didnt sign up for total AV and regardless there are multiple charges from my account and I highly doubt an email address is the only way to find an account. I am not accepting this response
Sincerely,
***** ******Initial Complaint
Date:05/21/2025
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.
Totalav is still trying to charge my card for service I canx a year ago. **** has disputed the charges since I had already canx.Business Response
Date: 05/22/2025
Hello Maire,
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: 05/23/2025
Complaint: 23360581
I am rejecting this response because:
Sincerely,
***** ******. They never attempted to contact me except to tell me that they are still trying to charge my cardBusiness Response
Date: 06/02/2025
Hi *****,
I can confirm your account is fully cancelled and no further payments will be taken.
Please let us know if there is anything else we can help with.
Kind regards,
TotalAV, Customer Experience Team
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