ComplaintsforTotal AV Antivirus

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 18, 2024 originally it said cost was $1.99 when Insigned up after paying they added $38.98 for a year. I said ok. Then they kept page after after page of $38.95. I was wondering why they were confirming it so many times, but they were adding more charges in the end they charged me $118.88.

  Business response

  04/23/2024

  Hi *****,
  
  Thank you for reaching out. 
  
  After examining your account, it's evident that you've acquired several of the additional services we provide, which account for the additional charges you've encountered. These include Antivirus Pro, Priority ****************** Devices, Safe Browsing (VPN), and Total Password.
  
  I can confirm that your account has been fully cancelled and no further payments will be taken.
  
  The amount of $118.88 has been refunded. The refund should appear in your PayPal account within the next ***** hours, however, this can take up to 5 working days.
  
  You can also manage your billing preferences within your PayPal account. 
  
  Please let me know if there is anything else I can help you with.
  
  Kind regards,
  TotalAV, ******** care team.

  Customer response

  04/23/2024

   
  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

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  January 29th 2024 for February 29th 2024 March 29th ************************************************************************************************************************************************************ I just tried for a month for a $1.99 and also for December 29th 2023. And I have asked for my refund back and all they do is want to charge me another dollar to talk to somebody to fix my bill they're nothing but a scam artist and I just want my money back for the last 4 months. And you don't talk to no actual person you're talking to a computer.

  Business response

  04/08/2024

  Hi *******,
  
  Thank you for reaching out.
  
  I understand your decision to cancel your TotalAV account, and I want to assure you that we are here to assist you throughout this process.
  
  The refund of $9.95 is currently underway. Typically, it should be reflected in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.
  
  Upon reviewing your account, I cannot see any cancellation requests, please can you provide us with a screenshot of these requests so we can investigate further? 
  
  Should you have any further questions or require additional support, please feel free to let me know. 
  
  Kind regards,
  TotalAV, ************* team. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did not complete this transaction. The initial screen falsified what they were offering and the cost. After learning it was a sham, I backed out of the transaction without completing or submitting it. Nevertheless, they charged my debit card and continued withdrawing from my account for the next couple of days until the bank voided the debit card account for me so they could not continue taking money from me. I have not received or used their product. I was unable to make contact with the company online or by telephone.

  Business response

  04/04/2024

  Hi *******,
  
  Thank you for reaching out.
  
  I understand your decision to cancel your TotalAV account, and I want to assure you that we are here to assist you throughout this process.
  
  The refund of $57.95 is currently underway. Typically, it should be reflected in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.
  
  We've made an effort to issue a refund for the total sum of $135.89. However, your bank has declined two separate refunds, one for $38.96 and the other for $38.98. We suggest reaching out to your bank to gain insight into the reasons behind their refusal of these transactions.
  
  Should you have any further questions or require additional support, please feel free to let me know.

  Kind regards, 
  TotalAV, ************* team 

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent them this: They tricked me into getting Total AV. I thought I was getting Macafee. Now it won't stop sending bogus notifs and running it doesn't fix ANYTHING. I'm going to **** Or give my $20 back.I got notified that I had viruses. I ************ to a Macafee page. Then you can only go to the Total Av purchase. I did, thinking they were the same because there's no other option. I ran it be keep getting the same notify. I can send screen shots.Then they redirected me to a page to send $1 to continue helping me. I sent this: You're out of your mind. I'm not sending you a ***** more. I won't be fooled again. Am I talking to an AI?Then I got no further messages.

  Business response

  04/04/2024

  Hi *******,
  
  Thank you for reaching out. 
  
  We would like to make it clear that the services you have purchased from us are entirely up to you, and we do not have any part in the provision of these services. Furthermore, we do not force anyone into purchasing any services from us.
  
  I understand your decision to cancel your TotalAV account, and I want to assure you that we are here to assist you throughout this process.
  
  The refund of $19.000 is currently underway. Typically, it should be reflected in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.
  
  Please let us know if there is anything else we can help with.

  Kind regards,
  TotalAV, ************* team. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have no business relationship whatsoever with this company, but apparently using PAYPAL as a proxy there has been several instances of malfeasance committed by one or both parties! Show me a contractual agreement they have with me! TOTALAV has charged my account several times!

  Business response

  04/03/2024

  Hello M. 

  Thank you for your email. 

  We'd like to take a moment to clarify our subscription renewal process and the introductory discount you mentioned. When customers sign up for our services on a monthly or annual subscription, they are indeed offered an introductory discount. This special offer is our way of welcoming new customers and showing our appreciation for choosing our services.
  
  It's important to note that, as detailed in our terms and conditions, which you agreed to when signing up, all our services automatically renew to ensure that your devices remain protected without any interruptions.
  
  However, the introductory discount applies only to the initial subscription payment. When it comes to renewal, the charges are at the regular rate, and these rates are subject to change. We want to keep our customers informed about this process, which is why we send out an email notice 30 days before the renewal date. This allows you to make an informed decision regarding your subscription and to be aware of any changes in pricing.
  
  We strive to provide a transparent and valuable service, and your review helps us in achieving that goal. If you have any further questions or need assistance with your subscription, please don't hesitate to reach out to our customer support team - ******************************************. We are here to help you and ensure that your experience with our services is as smooth and secure as possible.

  I can confirm that your account has been cancelled and the amount of $49.00 has been refunded. The refund can take up to 48 hours to appear in your account but may take up to 7 days depending on your bank so please do not worry if it takes slightly longer. 

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

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 15-Mar-24 I went online at TotalAv and cancelled my subscription. Eventually after searching for some time, I found that they have a chat service for enquiries, so I also cancelled there and printed a transcript of the chat (attached). They then sent me an email asking me to login to TotalAv and confirm the cancellation. I logged in to TotalAv, however I could find nowhere to confirm the cancellation and in addition I had already cancelled it on their website and in addition entered the chat discussion (transcript attached). For them to require confirmation and provide no means to provide confirmation is obviously deceptive. In addition, I had already cancelled on their website. Obviously this becomes tedious after a time. As you will see, in the online chat, they offered to renew the subscription for $19.00 AUD. viz: "I can offer the same price as last year, so that you will be using the service for entire year for only $19.00. I hope this works with you." They acknowledged that I had the right to cancel. I very obviously did cancel, and they have refused to accept the cancellation and in addition charged me $100 AUD in excess of what they had offered for me to continue with the subscription. The charge of $119.00 has been made on my bank account on *********** shown as Debit-Card Purchase. I have been charged for a product that I legally cancelled and which I no longer use and I want a refund. I think it is very obvious that I am legally correct to require that outcome.

  Business response

  03/28/2024

  Hi *****,

  Thank you for reaching out. 

  I can confirm that your account has been fully cancelled and no further payments will be taken.

  The amount of $119.00 has been refunded. The refund should appear in your PayPal account within the next ***** hours, however, this can take up to 5 working days.

  You can also manage your billing preferences within your PayPal account. 

  Please let me know if there is anything else I can help you with.

  Kind regards,
  TotalAV, ************* team. 

  Customer response

  03/28/2024

   
  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.
  

  Many thanks for your assistance, because it has taken a large amount of my time and frustrated me a great deal. I will contact you further shortly.

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

• Initial Complaint

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to use my VPN and Real time protection non of which have worked for the last 3 months.I cannot get any technical support, the phone number tells me to go to the website which is no help at all.I regret renewing.It wasn't always this bad maybe they made some cuts. **************** suffers. Very disappointed will not be renewing. Buyer Beware.

  Business response

  03/22/2024

  Hi, 

  Thank you for reaching out. 

  To help us understand the issues you're experiencing better, could you please provide screenshots? This will allow us to investigate further.

  Warm regards,
  TotalAV, ************* team. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This program has taken over my phone. Ever 5 to 10 minutes it is sending me a message to download their software. I don't want there program

  Business response

  03/21/2024

  Hi ******, 

  Thank you for reaching out. 

  Please can you provide us with a screenshot of the pop-up you are seeing so we can better understand the issue. 

  Warm regards,
  TotalAV, ************* team. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company charge me 5 times for 1 account. I only authorized 1 charge. I did not ask for any add ins. I contacted them within the 30 days and they refuse to refund me. purchase was made on 2/11/2024 thru paypal.

  Business response

  03/19/2024

  Hi *******, 

  Thank you for reaching out.

   Upon reviewing your account, I have observed your email dated 2024.02.12 requesting the cancellation of your add-ons. You should have received an automated response containing step-by-step instructions on how to cancel the additional services.

   Please note that any additional services purchased come with a 14-day money-back guarantee period.

   As a gesture of goodwill, I have canceled the additional services and processed a refund of $100.93. This refund should appear in your PayPal account within the next ***** hours, although it may take up to 5 days to complete the processing.

   Please feel free to let us know if you require any further assistance.

   Warm regards,
  TotalAV ************* Team

  Customer response

  03/19/2024

   
  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

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company continues to try to deduct money even tho Ive called them and they said it would not happen again! Somehow they had 2 accounts set up under my name and already managed to get 8$ extra from me and now trying to get 9.95 from my debit multiple times! The first rep I spoke to was rude and refused to give refund and then hung up on me! The next rep was more helpful! But still money is trying to come outta my account

  Business response

  03/12/2024

  Hi *******, 

  Thank you for reaching out. 

  Upon reviewing your account, I can see both accounts have been fully cancelled and no further payments will be taken. 

  A refund of $8.03 was processed on 2024-03-08. 

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

  Warm regards, 
  Total ******** ************* team. 

*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. ↩