Only user on account, when I go to pay bill online it tells me I am the secondary user and can't pay

I have been paying online the same way, using the same credentials for the past 9 years.  When I went to log on to pay my bill, it now told me, Restricted access:  I can't do that because I am a secondary user.  On the profile/member page it says I am a manager and should be able to pay bills.  I am the only user on the account.  When I go to the my account look up page for xfinity.  It says the xfinity email address I never set up is the primary user.  When I try to log in as that user, it says I have to reset the password.  But I get caught in an infinite loop of saying I need to reset the password and I try and then it takes me back to the reset password page.  I have called customer service and tried to use the chat.  But all customer service did was send me a link to this website  https://www.xfinity.com/support/articles/primary-and-secondary-accounts which doesn't help when you are the ONLY user on the account. Can someone please help?