General note: each active axis card has a separate entry in CIBIL ( 2 cards = 2 accounts, 4 cards = 4 accounts), and non-active cards (which was not atall activated at the time of issue, no account in CIBIL).
step 1: first send mail to 'normal customer care' with official report containing axis entry (note: third party reports won't work, there is a reason for that).
step 2: give them a 2-3 days of time, and see their response (since, you already submitted CIBIL report, they can't say "they have not added any additional account", because it clearly visible in CIBIL).
step 3: if issue not resolved, forward that email with re-iterating everything happened so far to 'nodal officer' along with same CIBIL report (note: official one), it can happen mostly after a week.
step 4: wait for 4-5 days (it willl mention in their acknowledge mails), and see their response.
step 5: stil not resolved then forward this mail (which already contains normal customer care response) to 'principal nodal officer' by re-iterataing everything happened with both levels and each time forward same CIBIL report (note: official others won't work) and ask again them remove that entry.
step 6: it might take another 3-4 days (they'll mention in their mails or calls).
If still not resolved, and followed alll three levels (by waiting proper time lines) and CIBIL official report has Axis card entry (the card that is not activated at all), then file the report to 'ombudsman' (after 30 days).
This is actual process to file a complaint with ombudsman and get favorable response. Good lluck!