Security Issue with Apple ID

Today while using my iphone and trying to use facetime for the first time since updating to IOS6, my phone asked me if I wanted to use some email address that I do not have for facetime. What? The message pretty much said that this email address was linked to my apple ID. So I got to work logged into AppleID.Apple.com and saw the email address verified and also saw it displayed as an alternate apple id. Immediately, I changed my Apple ID password and called apple at 1800myapple since that is the number on the website and try to talk to someone that could assist me with this severe issue. Anyway, my iphone went dead and the people on the phone couldn't connect me to anyone because I couldn't give them a serial number to an apple device. I tried to explain to the technicians that this is a problem with my ID and that the alternate ID has access to everything that my Apple ID has access to. Both times the call went nowhere. This is ridiculous. Why can't I talk to a security team? Why is the technician telling me that I can manage my ID from the website, when I know that I am looking at the website and I cannot remove the alternate ID? How did this ID get associated with my account and why did I never receive an email informing me of the change?
Since Apple has other services and not just products STOP ASKING FOR A SERIAL NUMBER AND ASSIST THE CUSTOMER WITH THE ISSUE especially since it is a SECURITY ISSUE.

oh man, I know exactly what you're talking about. i have a relatively easy to guess apple id email and everybody in the world thinks it's theirs... but once I turned on two-step authentication, the emails stopped completely.  here's a faq about it:
http://support.apple.com/kb/HT5570
once i turned that on, whenever they'd want to reset my password, they would get asked for my recovery key, which they don't have, haha!  victory is mine.

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