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Average of 399 Customer Reviews
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Review fromVince M
Date: 01/19/2023
2 starsThey were ok, but did not like or approve of the automatic renewal payment of $159 to my account. This makes consumers not want to do business with them.
Total AV
Date: 01/31/2023
Hi Vince, We apologize if there has been some confusion regarding the charges to your account. All customers receive an introductory discount upon sign up for antivirus protection, either on a monthly or annual subscription. To ensure our customers devices continue to stay protected, all services automatically renew. The introductory discount does not apply to the renewal payment and all renewals are charged at the regular rate. We send an email giving notice of this occurrence. If you feel you have been charged too much or charged for a service that you did not want, please visit help.totalav.com and go to the 'Billing Support' tab so we can rectify the situation. Kind regards, EllisReview fromMarionjean A
Date: 01/16/2023
1 starSame as REMOVEDWanted to cancel. Got the run around doing that. Finally got to Richard REMOVEDon 12 January 2023. Said he canceled my subscription and would take care of getting the REMOVEDpending on my credit card back to me. He lied. Turns out he never completed the task. Called support today in India. (I believe.) Hugely difficult to understand. Talked to Laxmi. said she would cancel. However, I am not eligible for a refund. Don't understand as I am paid up until September 2023. Then I get another cancellation notice from Lauren today (16 January 2023). Don't know how she got in the mix! I want to talk to someone who is not reading from a script, who understands what is being said and can carry on an intelligent conversation. But more than that, I want my money back! REMOVEDplease!Review fromVeronica D
Date: 01/10/2023
1 starI cancelled my subscription with TotalAV early last year and erased the app from my computer and my cell phone. Late December I was charge $317.00 for an account that had been cancelled last January. They were willing to return $259.00 and cancel my subscription. After I made a fuss, they refunded the full total. TotalAV submitted a new charge of $57.63 today. They refused to submit a cancellation order to my credit card company. So now I have to dispute the charge. I will never recommend this company to anyone who wishes to remain sane.Total AV
Date: 01/25/2023
Hi Veronica, We apologize if there has been some confusion regarding the charges to your account. If you feel you have been charged incorrectly, please visit help.totalav.com and go to the 'Billing Support' tab so we can rectify the situation. Kind Regards, EllisReview fromNancy W
Date: 01/09/2023
1 starWorst antivirus protection available. I paid for this service and was hacked for over $800. Can't get through to anyone to get help. Totally on my own. Service constantly shuts itself off on my phone. Total ripoff do not fall for it. SCAM!!Total AV
Date: 01/20/2023
Hi Nancy, looking at your account there has only been one set of payments taken, this was your initial subscription fee with the add-ons you have purchased. This amounts to no less than $40 in total. If you feel you have been charged incorrectly, please visit help.totalav.com and go to the 'Billing Support' tab so we can rectify the situation. Kind Regards, EllisNancy W
Date: 01/21/2023
To clear things up I was hacked by an employee of Walmart through Walmart.com using my PayPal account. I purchased av antivirus to protect me from viruses and intruders. I am constantly getting emails and text messages that suggest my identity has been compromised. I have tried to contact the customer support team but I didn't have any luck. I'm not expecting anything in return.Review fromCarlo B
Date: 01/09/2023
1 starI've sent them a cancellation, after one day trying the TotalAV app, because I was disappointed in its performance. They've received my cancellation, but still take money from my credit card. That's not how you show respect for customers. Shame on them.Total AV
Date: 01/23/2023
Hi Carlo, We apologize that our software has not met your expectation. If you wish to cancel your account and request a refund, then please visit help.totalav.com and login with the email address associated with your TotalAV subscription. From here, please go to Billing Support > My Billing Preferences > Account Closure to request the cancellation of your account. Kind Regards, EllisCarlo B
Date: 01/23/2023
I've read in your replies to other unhappy customers, that you state that you have to follow the procedure to cancel.
Let's get straight to it: you created these procedures! When you read all the bad reviews, it's 99% for problems to cancel.
Free advice: When customers send you a request to cancel their subscription, just do it. If someone want to cancel, don't let them cancel twice or more. That's disrespectful.Review fromBrittani S
Date: 01/09/2023
1 starThis company is so shady! Had the free plan years ago and cancelled then out of no where they try to charge me $179 twice. I changed my card numbers and somehow they charge my PayPal?! How.. I call to cancel today and wait 45 min just for an REMOVEDlady to start yelling at me then hangs up on me when I say I want to cancel this ONCE AGAIN.. do not trust this company with your information!! Impossible to cancelReview fromSteven P
Date: 12/31/2022
1 starIf I'd been able to give this bunch a negative "star" rating I would have. From the looks of their other ratings, I am not alone. I got a charge for $REMOVEDout of my Paypal. I had no idea who TotalAV even was nor did I want their services. The attempt to resolve the issue and get a refund started congenially. Each e-mail was met with some method of deferring my request. Even when I stated that I had been congenial up to this point and dispensed with the niceties, I still couldn't get a satisfactory response. It's like the customer service team has been trained in techniques designed to present roadblocks to actual cancellation and refund. When it finally looked like I might get a cancellation and refund, I got a link where it was up to me to follow the link and choose either "stop autopayment" or "cancel" I chose "stop autopayment". When I tried going back in to "Cancel" the option was gone. I still don't know where I stand in the process. This appears to be a company with a clandestine agreement hidden within some other on-line acceptance. And once they have you, they make it impossible to extricate yourself. If it looks like a fraud, walks like a fraud, and quacks like a fraud...........REMOVED.Total AV
Date: 01/16/2023
Hi Steven, We apologize that our software has not met your expectation. If you wish to cancel your account and request a refund, then please visit help.totalav.com and login with the email address associated with your TotalAV subscription. From here, please go to Billing Support > My Billing Preferences > Account Closure to request the cancellation of your account. Kind Regards, EllisReview fromMary V
Date: 12/27/2022
1 starThis company doesn't get the message. I emailed them multiple times advising them to cancel my subscription. Each time they replied with another "offer" for me. Finally, I had to get rude with them and explicitly told them that I absolutely wasn't interested in any offers and to immediately stop trying to take money from my bank account. I did contact REMOVEDand they removed the request to automatically charge my bank account. Do not purchase their products.Total AV
Date: 01/12/2023
Hi Mary,
I am sorry to hear about your experience. We do sometimes offer customers discounts or other incentives to see if this attracts them to stay with us, as we hate losing customers. This is by no means an attempt to make cancellation difficult, and I apologise that this has felt like the case for you.
If you do require any further assistance, please visit help.totalav.com
Kind regards,
AnnaTotal AV
Date: 01/12/2023
Hi Mary,
I am sorry to hear about your experience. Sometimes we offer customers discounts or other offers when they request to cancel as this may change their mind; we hate losing customers. This is by no means a way of making cancellation difficult.
Once again I apologise for your experience.
Kind regards,
AnnaReview fromLisa R
Date: 12/23/2022
1 starThey make it almost impossible for you to cancel this they purposely make it hard so please will get frustrated and give up I know because I've paid for it for 2 extra years after the first time I tired to cancel but I persisted this time and after countless emails and chats I was finally able to get a email link to cancel they kept changing the verification number on me so I almost gave up again ALMOST but thankfully I finally am totally free from total av. Consumer beware on this company they are shady at bestTotal AV
Date: 01/03/2023
Hi Lisa,
Please be assured that we do not intend to make it difficult for customers to cancel their account. The process we follow is designed so that we can try and resolve any issues customers may face.
Kind regards,
Anna
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