Complaints

The 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:12/05/2023

  Type:Service or Repair Issues
  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.

  Total Adblock registered me as an account in July 2023 and began charging my credit card $9.95 a month ,without my requesting their service. This is the second time over recent years that they have done this. The last time took several months to accomplish a correction. I found this latest action by accident while talking with the credit card company. I am requesting that they immediately refund all charges from July 2023 through November 2023, to my credit card and cease further charges. Their services are not at this nor has it ever been downloaded on my device. I further request no future solicitations or promotions from this company or their subsidiaries.

  Business Response

  Date: 12/06/2023

  Hi ***,
  
  I hope this email finds you well.
  
  I can confirm that your Total Adblock account has been fully cancelled and no further payments will be taken.
  
  The amount of $9.95 has been refunded. The refund should appear in your account within the next 48 hours, however, this can take up to 7 working days depending on your bank so don't worry if it takes slightly longer.
  
  Please let me know if there is anything else I can help you with.

  Kind reagards, 
  Total Adblock ************* Team 

• Initial Complaint

  Date:12/02/2023

  Type:Billing Issues
  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 signed up with Total Adblock and was then over charged so I cancelled. Ever since on every screen i go to I get a popUp ad telling me my subscription has expired. Sometimes it's a full screen popup but what ever screen I go to there will always be a popup,usually in the way of what I'm trying to read. I thought it would stop in a week or so but it;s been a couple months now. there is no way to unsubscribe. I have tried calling but you cannot talk to anyone. It's very annoying and I want it to stop.

  Business Response

  Date: 12/04/2023

  Hi *******, 

  The reason you are experiencing pop-*** is that the Total Adblock extension is still installed in your browser. To address this issue, please follow these steps:
  
  1. Open your browser and access the extension menu. This can often be found by clicking on the three-dot menu icon in the top-right corner of your browser.
  
  2. Scroll down to Extensions and select Manage Extension 
  
  3. In the menu, locate 'Total Adblock.' 
  
  4. From the context menu that appears, select 'Remove' or 'Uninstall.' This action will remove the extension from your browser.
  
  By following these steps, you should be able to successfully remove the extension and eliminate the pop-*** you've been encountering.
  
  We work with third-party advertisers who will provide pop-*** advertising our products, these types of pop-*** we are unable to control. 

  Kind regards, 

  ***************************

• Initial Complaint

  Date:11/17/2023

  Type:Billing Issues
  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 am now on a limited income due to health reasons and can't reach this company to cancel my account, which is automatically billed to my credit card. They do not respond on their website to allow me to cancel. Please help.

  Business Response

  Date: 11/21/2023

  Hi ****,

  Thank you for your email.
  

  I can confirm that your auto-renewal has now been disabled and no further payments will be taken.  

  Your paid features on your account will be available until 2023-11-23.

  If you paid by PayPal, we would advise you to cancel your subscription with PayPal to discontinue recurring payments. 
  (***************************************************)

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

  Kind regards,
  ***************************
  Customer Service Representative  

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  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 received a notice from Total AdBlock that I subscribed to their service. (See attached #1)I did not authorize this subscription and when I attempted to contact the company the day I received the notice that I had subscribed to their service, I was unable to find an email or phone number. I also received directions to install Total Ad Block, which I did not install. (Attachment #2)After several attempts to contact TotaI Ad Block,I finally contacted the Better Business Bureau in ********** to find an email or phone number for me and they asked me to fill out a complaint form which I submit today.I have also appealed to my bank.PNC Bank *********, ** 49003-2859 ********************************/****************************** Billing Address: ************************************************************* ********************************

  Business Response

  Date: 11/06/2023

  Hi ****,
  Thank you for contacting Total Adblock regarding your billing query.
  I can confirm that your Total Adblock account has been fully cancelled and no further payments will be taken.
  The amount of $29.00 has been refunded. The refund should appear in your account within the next 48 hours, however, this can take up to 7 working days depending on your bank so don't worry if it takes slightly longer.
  Please let me know if there is anything else I can help you with.
  Kind regards,
  - Total Adblock ************* Team

• Initial Complaint

  Date:11/02/2023

  Type:Delivery Issues
  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.

   
  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,
  
  ***********************************

  Business Response

  Date: 11/06/2023

  Hi **********,
  Thank you for contacting Total Adblock regarding your billing query.
  I have reviewed your account and can confirm you subscribed to our service on the 18th October 2023.
  The first payment was for $1.99 as you chose to be billed monthly for the service. You then upgraded the service to be billed annually, which was the second charge of $39.00.
  All 3 payments after this were for the following additional services that you chose to add to your account:
  ************************: $29.00
  Unlimited Devices - $39.00
  Total Password - $39.00
  I have now fully cancelled your account in line with your request, and no further payments will be taken.
  The amount of $40.99 has been refunded ($1.99 + $39.00) for the main Total Adblock subscription as we offer a 30 day money back guarantee for annual customers on their main subscriptions.
  Refunds for additional services require cancellation within 14 days from payment. As your payment was the 18th October and you contacted us via BBB portal to cancel on 4th November, your request unfortunately falls outside of our money back guarantee and you will not be eligible for refunds on these payments. 
  Thanks again for contacting Total Adblock.
  Kind regards,
  - Total Adblock ************* Team

• Initial Complaint

  Date:11/01/2023

  Type:Product Issues
  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 purchased this app in September of 2023. I NEVER received any service from this company. I tried multiple times to load the service. I went back to the app to cancel my subscription. I was told, via the app, that my subscription was cancelled. I found out last week I was being charged AGAIN for another month. I have been trying to get in touch with the company with no success. I tried to get into my account and it says that they have no information on me. I am hesitant to make another account because I am afraid I will be charged twice every month. This is outrageous!! No phone number is proved on the app and I cannot find them on the internet.

  Business Response

  Date: 11/02/2023

  Hi ******,
  Thank you for taking the time to provide us with your query.
  Given the information that you have provided us with, we are unable to locate a paid account with these details - this does not mean that you don't have an account with us, but to locate it, we will need the correct information from you so that we can help you further.
  A correct email address is really important and we can usually locate an account straight away as it should be linked to your account.
  Please however provide us with as much of the following information below so that we can assist you accordingly:

  - Email address used to sign up with us
  - Name on the card used to make payment
  - Last four 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
  - PayPal Email Address if you paid via PayPal

  Without these details, we will not be able to assist you further with your query.
  We look forward to your response.
  Kind regards,
  - TotalAV ************* Team

• Initial Complaint

  Date:10/31/2023

  Type:Product Issues
  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.

  Paid an introductory fee of $1.99 on May 30, 2023. The service was abhorrent and I tried to cancel before the first charge of $9.95 on June 30, 2023. The said I would receive an email that I never received to cancel. I never received a charge for July or August and thought that the situation was taken care of, but it was only PayPal blocking the charge from going through. On September 7 I received yet another charge for $9.95. I called, emailed and worked online to try to resolve the situation and get a refund. Refund was never received and even though I was told that the subscription was cancelled, I received yet another charge for $2.99 on September 28, 2023! Again, I called and demanded cancellation and the woman I spoke to promised that it was cancelled out and I would get a refund and never see another charge. Today, October 27, 2023 I just received ANOTHER charge for $2.99 on my credit card. My bank notified me that a fraudulent charge was showing on my account. I had to call and cancel my bankcard to end the nonsense but when I called Total Adblock to complain and get a refund and cancellation they simply hung up on me. I would like to see them do what they agreed to and refund my money and assure cancellation. This is the most horrid company that I have ever had the displeasure to deal with. I hope you can warn others before they get tricked like I did.

  Business Response

  Date: 11/01/2023

  Hi ****,
  
  I hope this email finds you well.
  
  I can confirm that your Total Adblock account has been fully cancelled and no further payments will be taken.
  

  I have processed a refund of $10.05. The refund should appear in your account within the next 48 hours, however, this can take up to 7 working days depending on your bank so don't worry if it takes slightly longer.
  
  Please let me know if there is anything else I can help you with.

  Kind regards, 

  Total Adblock ************* Team

• Initial Complaint

  Date:10/27/2023

  Type:Product Issues
  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 10/17/2023 started a free trial of total adblock. Could not get it to work and within two days tried to cancel the subscription. Sent email, went to the website and tried to cancel. Everytime they said they would send me a verification code to my email to complete the cancelation, the email would never come. Tried about six times. No response. Need them to cancel my subscription and refund my money Thanks ********************************* My user id is my email.

  Business Response

  Date: 10/30/2023

  Hi ********,
  Thank you for contacting Total Adblock regarding your query.
  Upon viewing your account, I can see that you originally subscribed to the monthly service on August 17th 2023 for the introductory offer of $1.99.
  We didn't receive a cancellation request from you until September 22nd via our live chat service of which we did send you a link to cancel your account, we are sorry that you had trouble receiving or actioning this.
  I can see that your account has now been fully cancelled and $9.95 has been refunded, this was for the payment that was taken for the month of October. 
  As you have had trouble cancelling via the link, I have refunded a further $9.95 for you for the month of September. 
  Kind regards,
  - Total Adblock ************* Team

• Initial Complaint

  Date:10/25/2023

  Type:Billing Issues
  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 advertised free ad blocks for my computer. I had no idea I was signing up for monthly subscriptions. I called the company last year and cancelled and for a few months I was not charged. The charges started again August 30 called again cancelled and waiting for refund of that charge. Today 10/22/2023 I was charged again 2 charges ***** and *****. I called again and cancelled the accounts again. Thru the last year I have been charged at least ****** from this company. Impossible to cancel or get refunds! This company is misleading people and many are signing up not knowing they are subscriptions. Now I know let the buyer beware and I take responsibility for the original error however, after third time of trying to cancel and still being charged is outrageous. They should be accountable for their businesses practices. Many people have fallen victim to this company. Please help stop them.

  Business Response

  Date: 10/26/2023

  Hi *****, 

  I hope this email finds you well. 

  After reviewing your account I can see that your account is fully cancelled and refunded and no further payments will be taken. 

  The following refunds were processed:

  2023-10-22:

  - Unlimited Devices: $39.00
  - Unlimited Adblock: $23.80

  2023-10-26: 

  - Safe Browsing: $19.80
  - Total Password: $19.80

  The refund should appear in your account within the next 48 hours, however, this can take up to 7 working days depending on your bank so don't worry if it takes slightly longer.

  Kind regards, 
  *******************;