TotalAV

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 3 historical complaints about TotalAV, published between 2009 and 2011. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Unexplained $19.95 Monthly Phone Bill Charge for Anti-Virus MembershipPublished Apr 8, 2011 · Historical consumer allegation
• Charged my phone bill for services i did not even ordePublished Nov 13, 2009 · Historical consumer allegation
• Phone bill fraudPublished Oct 24, 2009 · Historical consumer allegation

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website: https://www.totalav.com/
• Customer support ([email protected]): [email protected]
• Help Center (billing, cancellation, refunds): https://help.totalav.com/en/billing
• How to cancel a subscription (company guide): https://help.totalav.com/en/billing/-/cancel-a-subscription
• Cancellation help ([email protected]): [email protected]
• Privacy requests ([email protected]): [email protected]
• BBB-listed phone for Total AV (not on the company's help center contact page): (833) 386-3951

Locations

TotalAV subscriptions: cancel, refund and billing steps (checked October 12, 2026)

Cancel in the online portal. The Help Center article 'Cancel a Subscription' says you can disable auto-renewal 'at any time using our simple cancellation process — no need to contact support' and that services 'will remain fully active until that time, and no further charges will be made'. It describes the secure Online Portal as the quickest route: log in, click 'My Subscriptions' on the dashboard, then 'Cancel Subscription'. For purchases made on the company's own website, the article says you are asked to verify your identity with a code sent to the email address on the account. Subscriptions bought through the Apple App Store or Google Play are managed in those stores, and the company says refund requests for them go to the store. The Terms of Service (section 2.7) add that help with cancellation is available through the Help Center or by email to [email protected].

Each service is a separate subscription. Section 2.7 of the Terms says each service, including an add-on, is treated as a separate subscription and must be cancelled individually; the home page FAQ says the same for Total Adblock, Total VPN and other products under the Total Security umbrella.

Cancelling is not the same as a refund. The Help Center says turning off auto-renewal stops future charges but does not end access or trigger a refund, and that a refund requires full termination of the plan with access ending once the refund is processed. The company's pages word the refund window in three ways. The Help Center says refund requests are 'generally considered' if submitted within 30 days 'of the initial purchase or renewal date' for annual or biannual subscriptions, and within 14 days of the initial purchase or renewal date for monthly, quarterly or add-on services, 'even if billed annually'. Section 2.7 of the Terms says the service must be cancelled 'within the first (30) days of your Subscription Term' for an annual (12-month) plan, or within the first fourteen days for a monthly plan, and that no pro-rated refunds are offered after the window. The FAQ on the TotalAV home page says a request must be made 'within 30 days of starting an annual or biannual plan, or within 14 days of starting a monthly or quarterly plan'. Of the three, only the Help Center text mentions the renewal date, and the Terms do not mention biannual or quarterly plans. The Help Center says it asks for the account email, purchase date and invoice number, and that most approved refunds are processed within 24-48 hours, in some cases up to 10 working days depending on the payment provider.

Renewal price and timing. The Terms (section 2.2) say a discounted first term renews at 'the then current non-discounted, standard price', that annual plans get a renewal email up to 30 days before renewal, that monthly plans renew 'without additional notice', and that cancellation must be made 'at least one (1) day before the end of your then-current Billing Cycle'. The Terms also say notices of price changes 'will typically be sent up to 30 days before the charge for annual and bi-annual Subscriptions, and 10 days in advance for monthly Subscriptions', and that the company may 'update or amend your renewal term (e.g. from annual to monthly)', in which case you 'will be charged the pro-rated amount of the Subscription Fees applicable to the updated renewal term' and receive an email notice or receipt. The Help Center says the renewal price is shown at checkout and in the order confirmation email, and in the Online Portal overview.

Unrecognised charge. The Help Center offers a secure transaction lookup that asks for the amount, approximate date and payment method (and, for cards, the first six and last four digits, expiry date); it says the company never asks for the full card number, CVV or PIN. Section 2.2 of the Terms says that if you believe you were charged in error you should contact the 24/7 billing support team 'before initiating a chargeback'. The same section also says: 'If you are in dispute with Total Security or have previously requested a chargeback relating to any Subscription Fee(s) that we have successfully challenged, please note your Services may not automatically renew at the end of your existing Subscription Term. We are unable to return disputed charges, due to costs incurred.' Your card issuer's own dispute process remains a separate route.

Unexpected invoice emails or phone numbers in messages. The FTC's consumer guidance on tech support fraud describes fake invoice and subscription-renewal notices that use the names of well-known companies and urge you to call a number in the message; it advises contacting the company 'using a phone number you know is real' and checking your card or bank account for an actual charge. Billing for TotalAV goes through the account portal and Help Center links above.

Where to complain. You can report problems to the FTC at ReportFraud.ftc.gov, to your state attorney general or consumer protection office, and to your card issuer or bank for charges you did not authorise. The Terms (Notice to California Residents) also point California residents to the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs. The Terms contain a binding individual arbitration clause for U.S. customers (section 3.20) with AAA Consumer Arbitration Rules, a small-claims exception and a 30-day opt-out only for customers who have a legal right to opt out; read section 3.20 before relying on a court filing.

Who operates TotalAV

Operating entities. The Terms of Service define 'Total Security', 'Total Security Group' and 'Total AV' to include Total Security Limited (a U.K. company incorporated in England under number 10161957), Total Security U.S. LLC and affiliates, 'each of which are a part of Point Wild'. For users in the United States, notices must be sent to Total Security U.S. LLC, 250 Northern Ave., 3rd Floor, Boston, MA 02210, Attn: Legal Department; the Terms say U.S. users are governed by New York law. The Terms do not say which of the two entities is the contracting party for a particular U.S. purchase.

Companies House. The register shows Total Security Limited as incorporated on 4 May 2016, status Active, registered office 16-18 Barnes Wallis Road, Segensworth, Fareham, Hampshire PO15 5TT, with previous names PROTECTED.NET GROUP LIMITED (9 November 2018 to 19 July 2023) and SS PROTECT LIMITED (4 May 2016 to 9 November 2018). Court filings from 2023 that name 'Protected.net Group Limited d/b/a Total AV' therefore refer to the same registered company under its earlier name.

Ownership. Companies House lists Saint Holdco Limited (company 15907870) as the person with significant control of Total Security Limited, notified on 10 December 2024 and holding 75% or more of the shares and voting rights; System1 Inc held that position from 27 January 2022 until 30 November 2023. The sources checked do not state whether Saint Holdco Limited is Point Wild. Point Wild's news release of December 12, 2024 says Pango Group and Total Security, 'provider of award-winning antivirus protection Total AV', 'have merged' and that the combined company would rebrand as Point Wild, a holding company whose brands include Total AV, HotSpot Shield, UltraAV, Betternet, CyEx, Simpluris and Comparitech. The Privacy Policy says 'We are a part of Point Wild (formerly known as Pango)'. A Point Wild release of April 24, 2026 says Neill Feather was appointed Chief Executive Officer and founder Hari Ravichandran moved to Chairman. These are company statements.

Products. The company's Help Center lists TotalAV (antivirus) alongside Total Adblock, Total VPN, Total Drive, Total Password, Total WebShield, Total Cleaner and Total Browser. The BBB file for Total AV also lists Scan Guard and PC Protect as alternate names. Companies House shows PC Protect Antivirus Limited (company 11173939), incorporated on 29 January 2018, with Total Security Limited as its person with significant control since that date, and the pcprotect.com Terms (last updated March 11, 2026) use the same provider definition as the TotalAV Terms. A 2024 California class-action notice names PC Protect, ScanGuard, Total Adblock, TotalAV, Total Password, Total VPN and Total WebShield as 'Protected Software'.

Complaint figures as displayed on October 12, 2026, and this site's posts

BBB (as displayed October 12, 2026). The BBB profile for 'Total AV', 250 Northern Ave, Boston, MA, shows BBB Accredited with an A+ rating, '721 total complaints in the last 3 years' and 82 filed in the last 12 months, and a customer-review average of 3.6/5 from 842 reviews. BBB notes that its rating does not use customer reviews. The file lists alternate names including Total Security US, LLC, Scan Guard, PC Protect, Total Adblock, Total Drive, Total Webshield, Total VPN and Total Cleaner, so the counts cover more than one product name. BBB lists the entity type as a limited liability company, shows totalsecurity.com as the file's website and totalav.com under additional websites. The raw page data show the BBB file opened 2025-05-28, business started 1999-11-29, incorporated 2024-01-23 and accredited since 2025-10-30.

Trustpilot (as displayed October 12, 2026). The totalav.com profile is claimed (since January 2018) with a paid Trustpilot subscription and shows 4.5 out of 5 from 139,874 reviews: 85% 5-star, 9% 4-star, 1% 3-star, under 1% 2-star and 4% 1-star, with 9,031 reviews in the last 12 months. Trustpilot says the profile was merged with one or more other Trustpilot profiles belonging to the company, and that the company invites its customers to review. Trustpilot states that it does not fact-check reviews.

This site's own posts. No approved complaint in this site's archive is linked to TotalAV as of October 12, 2026, so no complaint themes are shown. Six older posts from 2009 to 2011 name a company called PC Protect, Inc. and describe charges on a phone bill. The PC Protect brand is shown above as part of the Total Security group from January 2018 (Companies House); these posts predate that, and none of the sources checked here ties the 2009–2011 company to Total Security, so they are not linked to this page. The BBB and Trustpilot figures above are separate sources and are not added to each other.

Court dockets and settlements involving the operators

CourtListener's RECAP archive (partial coverage) was searched on October 12, 2026 by case names containing 'Total Security', 'TotalAV', 'Total AV' and 'Protected.net'; the cases below are the ones that name the TotalAV operators as parties. Each describes a plaintiff's allegations, not findings. The FTC's site search did not return usable results on that date, so no conclusion about FTC or state attorney general actions is drawn here; a search of bbbprograms.org for 'Total Security TotalAV' returned 'no results' on October 12, 2026.

Nelson v. System1, Inc., Total Security Limited and Protected.net LLC (San Diego County Superior Court). A putative class action alleging violation of the California Automatic Renewal Law and Unfair Competition Law for California consumers enrolled in automatic-renewal subscriptions for PC Protect, ScanGuard, Total Adblock, TotalAV, Total Password, Total VPN and Total WebShield between October 20, 2019 and June 30, 2024. The class notice says the defendants deny wrongdoing, the court has not decided who is right, and the settlement 'resolves the case without any admission of liability'. It provides $2,500,000 in cash, from which class counsel may request up to 38% in fees plus up to $40,000 in expenses and up to $40,000 in service payments; the agreement also commits the defendants to 'make a good faith effort to comply with the ARL', without conceding past non-compliance. The court granted preliminary approval on November 8, 2024; the claim, exclusion and objection deadline was February 4, 2025 and has passed. The preliminary approval order and the claims-tracker page list a final approval hearing date of March 7, 2025. The claims tracker (claimdepot.com, updated August 27, 2026) says that System1, Inc. 'has agreed to pay $2,500,000' and that 'in May 2025 the settlement administrator issued payments from the System1 autorenewal class action settlement to approved claimants'. That is a third-party statement; a final approval order was not located in the sources checked, and the settlement website named in the notice (totalsecuritysettlement.com) did not resolve on October 12, 2026.

Nygard v. Total Security Limited and System1, Inc. A consumer class action filed in Los Angeles Superior Court (23STCV29131; the stamped complaint is dated November 29, 2023) alleging that the company did not cancel monthly Total AV subscriptions and kept charging after cancellation attempts. The defendants removed it to the Central District of California on January 30, 2025 (2:25-cv-00846). On February 5, 2025 the plaintiff filed a notice of voluntary dismissal: her individual claims were dismissed with prejudice and the claims of unnamed class members without prejudice; the docket shows the case terminated that day.

Roehrman v. Protected.net Group Limited d/b/a Total AV (S.D. Indiana, 1:23-cv-00268). An individual's complaint filed February 10, 2023 under the Telephone Consumer Protection Act and Indiana's Deceptive Consumer Sales Act, alleging at least thirteen marketing text messages between September 2020 and June 2021 to a number on the Do Not Call Registry. The complaint also says the company benefited from the deceptive marketing practices of its partners. The docket lists a Notice of Settlement on May 18, 2023, a Stipulation of Dismissal on October 6, 2023 and a closed entry on October 10, 2023; the docket text read does not state the settlement terms.

Is TotalAV Legitimate?

Total Security Limited, named in the TotalAV Terms of Service, is registered at Companies House in England as company 10161957, incorporated on 4 May 2016, with status Active and a registered office in Fareham, Hampshire; it was named Protected.net Group Limited until 19 July 2023. The Terms also name Total Security U.S. LLC at 250 Northern Ave., Boston, Massachusetts, and say both are part of Point Wild. BBB lists 'Total AV' at the Boston address as BBB Accredited with an A+ rating as displayed on October 12, 2026, alongside 721 complaints in three years (see the complaint figures section). The company's published refund window, cancellation route and arbitration clause are described in the practical section above. A class-action settlement over California auto-renewal practices is described in the court record section, with the defendants' denial of wrongdoing stated in the class notice.

Court & Public Records

Company Relationships

• Owned by: Point Wild
• Affiliated with: Total Security Limited
• Affiliated with: Total Security U.S. LLC
• Formerly known as: Protected.net Group Limited
• Affiliated with: System1, Inc.
• Affiliated with: Protected.net LLC
• Owned by: Saint Holdco Limited
• Affiliated with: PC Protect Antivirus Limited

Frequently Asked Questions