Xfinity support

I'm a platinum member. Last year, I realized my monthly bill was too much now that Im retired, so a sales rep placed me on the NOW internet plan. After several months, I was not happy with the signal strength, so I went back to the store to upgrade to a better gateway. I was told that I could not use my old account number, because the NOW internet service was a different program outside of xfinity, and would take several weeks to cancel. So the xfinity rep put my wife as the primary user to "go around that problem". After several issues with the new gateway modem, and finding out I can no longer get my platinum rewards that I had with my original account, I took the gateway back to the store to exchange for another one. I also wanted to change my account to have me reinstated as a primary account holder as I wanted to keep my platinum status, and my wife prefers not to be a primary account. Under her primary status, she is only a gold member, hence we are not getting any rewards. The sales rep told us he changed my account, and I didn't have to do anything. My wife was there and asked if she needed to sign anything. He told her no, that he would take care of it, and it would take 24 hrs for my account to be back to the original one account showing my primary role and platinum membership. Its been over 2 days, I still have 2 accounts.

Can I close the newest account myself and keep transfer my gateway/modem to my active older account? Do I need to go back to the store for this? Any advice