I think the person just calls to get a new card on the same account but with a different card number. In fact, I recently got new cards with a different number

I think the person just calls to get a new card on the same account but with a different card number. In fact, I recently got new cards with a different number from my credit card company because they apparently had information that my original card may have been used illegally. This caused a bit of pain as charges to various accounts started failing.