TotalAV

An unauthorised payment of $119AUD was taken from my account on 8/10/22 as renewal of service. I was not aware there was an auto-renewal on my account. I did not choose it. In fact the last service agreement was cancelled and confirmed by the provider's email on 30/06/21.

I was then under the impression that everything was cancelled by TotalAv including any auto-payment. It was also stated in the confirmation email that no further payment will be taken. Unfortunately, on the 5/10/22 I realised the above unauthorised payment had been deducted from my bank account. I immediately contacted TotalAv to cancel the renewal, as I did not ask for and refund the payment. On 10/10/22 TotalAv responded I am not entitled to a refund due to its policy.

I do not have an active protection service by TotalAv as I currently have the service of the Scanguard Antivirus. So how can TotalAv justify refusing a refund and especially the last agreement was confirmed cancelled a year ago.

Total Av accepted a payment of $119AUD that was wrongly sent by Paypal on my behalf on 5/10/22, which I did not authorise. I cancelled a service by Total Av on 28 June 2021 and since then I did not ask for a renewal nor require further service from the provider. There was also no active agreement to continue any service nor there was an existing auto-renewal I was aware of. The auto-renewal notice must have been deliberately placed on my account by Total Av to its own advantage. After several email correspondences with Total Av, I was told on 3/10/22 that I am not entitled to a refund due to its policy.

Total Av's refusal to refund the wrong payment is not right and totally unfair. Despite its refund policy, staff cannot decide to keep someone's money because there was no service provided nor I bought a product from them. Total Av kept my money against my wish and was not authorised to do so and despite few requests to refund.