My son has somehow created a new xbox account using the same email address so lost all of...

I don't know what he has done or how he has done it but he had an xbox account. He is now logged in with the same email but different gamer tag snd none of his previous info is linked. So no games, no friends list, achievements etc. It's almost like he has created a whole new profile but we didn't think it was possible to do that using the same email address. Can anyone help? Xbox customer services have been really unhelpful.

:)