Axiom Bank, CYPRESS GARDEN BLVD BRANCH

Terrible experience
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by ericaleoadame, Mar. 28, 2018

V\I am normally not one to post a review however, I put this with extreme frustration and disappointment with this so called "bank". I have banked with Axiom bank for a little over a year with zero issues. I recently lost my debit card and had one mailed to me with in 5 days of calling it in, after receiving a brand new debit card and using it my debit card declined at several places. I had no idea what was going on with my card, it would work in some places but most places it did not. I decided to call the bank on Saturday April 3rd while I was in Atlanta due to being out of town and my card yet again, declining. The representative I spoke to told me it was for "fraud purposes" but since I called everything was okay. I used my card and it worked to pay at a parking garage, however 30 minutes later I used it and it declined. I came to find out that my chip was the issue and places that required a chip my card would decline. That saturday the man I spoke with told me he would order me a new one and that it would take 7-10 business days. I called the following Monday just to MAKE SURE my card request went through, they said it did. 10 days rolls around and I have still not received my card, the rep I then spoke to told me it takes 10-14 business days and that she saw where my card was ordered. Another week goes by and I have still not received my card so I decide to call.On Thursday the 14th I get the run around and am told by a women named Marisol or either Maridad (I cant remember) that she sees that my card has been ordered and that there was nothing she could do, she then says it takes 14-20 business days and that I should come in soon because it had not even been 14 days yet! I proceed to ask her if I could just cancel my card due to the frustration, she tells me since I no longer live in Florida that I would either have to go to the store to cancel it- I LIVE IN GA!! or either write a letter and get it notarized. I asked her to speak to someone who could assist me better because I did not feel like she helped what so ever, only to speak to someone else who did not help either. I asked her if there was any way I could get Axiom bank to transfer my money to another bank, I proceed to tell her how embarrassing it is to have my card keep declining and that I have been having to Cash App people just to get my own cash since I could not even use an ATM to withdrawl money and she says "no but you can western union it or cash app it to someone like you've been doing" SERIOUSLY?? How unprofessional! Is that even a secure way to send money?? I told her I was switching banks because nobody seems to can help and she acted as if she did not care. The representatives clearly have no idea how to work anything because all anyone could say is "theres nothing I can do your card has been issued". You're telling me you can not track my card? I was left in shock that a so called bank could not track a debit card apparently. I finally ask to speak to someone else, I then get transferred to a lady named Jo-Ann Hobbs- Morgan, I explain to her my situation literally almost in tears because by this time  I am so fed up. She expressed understanding and helped me so much. She put me on hold briefly, as she came back on the phone she tells me that there was an "error" and that my card was never mailed to me!!!!! She tells me she apologizes and will get a card mailed to me the next business day. I speak to three different reps who all told me they could do nothing and that my card was issued and that on their end my card was fine. Clearly, the reps I spoke with before their job did NOT do their job, I was with out a card for two weeks due to them not doing their job to atleast track my card. Jo-Ann was absolutely amazing and she is the only reason I gave this bank another chance she went above and beyond to help find out about my card. I get the card the very next day that she issued only to have the SAME issue that I had with my last card that was never issued until she helped!!! On saturday the 24th I call, and Marisol or Maridad answered, I asked her to let me speak to a manager and she says that all managers are busy and that the card was working and that it wasnt an issue on their end. I tell her that this is yet another card and I proceed to tell her she was the one who told me this card was mailed when it never was and she says “well thats because it said your card has been sent” I then ask to speak to Jo but she was on the phone with someone so I spoke to someone else (I did not catch her name) and she tells me that she will over night me a debit card. Monday comes and I still have not received it. I call again today and I get told that it should be here however IT IS NOT and it has been over a day! I then get told that they can not find the tracking number for the 3rd card that was supposed to get mailed to me over night. I write this to inform whom ever is reading this the god awful experience I had with this bank, I will no longer be baking with Axiom anymore and I will never recommend this bank to anyone living in the state of Florida. I was treated very unprofessionally and given the absolute run around. I would also like to add that I am honestly not sure if the call center even really has a “manager” on duty ever, I called asked to speak to one atleast 5 times and was never transferred to one. I am embarrassed that my card kept declining due to nobody helping me and even more embarrassed that I gave this bank so many chances to fix the problem. I wasted over 40 dollars in the last two weeks in fees having to Cash App a relative just get cash for me to have since I could not use my card. I really hope nobody ever experiences whatI went through. My review for this bank is only a solid 1 thanks to an amazing employee named Jo-Ann.

* this review was made on Axiom Bank, Axiom Bank, National Association at Maitland, FL
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Great bank
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by MaggiesMom, Apr. 02, 2016

This is an excellent bank that offers free checking to seniors with direct deposit. The ATM is up to date with instant access to cash deposits made there. The staff is friendly and caring.

* this reviewer has be with this bank for 3 - 10 years
* this reviewer had 6 - 10 banks before.
* this review was made on Axiom Bank, Lakeland Branch at Lakeland, FL
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Axiom Bank - Ocala Branch
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by alpacafarmer, Jul. 08, 2015

Went to this branch to open a CD.  Both the teller and the manager went out of their way to help us.

* this reviewer has be with this bank for <6 months
* this reviewer had >10 banks before.
* this review was made on Axiom Bank, Ocala Branch at Ocala, FL
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