Fiserv call center allegedly reactivated stolen cards, FiCare lawsuit says

A Florida credit union says fraudsters have been calling the Fiserv service line used to lift fraud blocks, answering verification questions, and getting stolen cards turned back on. For PSPs and card processors, the allegation goes straight to the ugly middle of card-fraud controls: not the compromise itself, but the step where a supposedly blocked card gets reenabled.

1. FiCare Federal Credit Union filed an emergency motion on Wednesday in the U.S. District Court for the Middle District of Florida, asking the court to force Fiserv to answer questions tied to an existing case the credit union filed in January over attacks that took over members’ online banking accounts in 2024 and 2025.
2. According to FiCare’s motion, Fiserv blocks a card when it suspects fraud, and the phone number on the back of those cards routes to Fiserv’s cardholder-services call center. A customer can call that number to lift a block on debit and credit cards. FiCare alleges the same call center was used by people holding stolen cards, and that workers there unlocked the cards for them.
3. In a sworn declaration from Ashley Magill, FiCare’s senior vice president for lending and operations, at least 18 fraudulent transactions hit FiCare cardholders in August after fraudsters called Fiserv’s call center and convinced workers to unlock the cards. The declaration does not give a dollar amount for the losses or say who absorbed them.
4. FiCare says five other institutions have reported the same problem to Fiserv. The motion does not say how many of Fiserv’s clients use the call center at issue, and it also asks Fiserv to admit that the call center requires neither a one-time passcode nor any other form of multi-factor authentication before it lifts a fraud block.
5. Fiserv serves roughly 10,000 financial institutions, including more than 3,330 credit unions, according to its website. FiCare wants a ruling by Sept. 29; absent an order, Fiserv’s responses are not due until Oct. 19. Fiserv has not responded to the latest motion and did not comment by deadline.

The case matters because it is not just about account takeover or card-not-present fraud. If the allegation is accurate, the control intended to contain a compromised card becomes the point of failure, which is exactly the kind of thing issuers, PSPs, and acquiring teams do not want to discover in open court.