Question about Outlook Express

I have a problem. This current account was created on accident. We got tablets that went through what we thought was a hard reset. One tablet reseted, and the second...well not so much. When the new user went in and created a new outlook email, what it did was merged two separate accounts into one which did several things- 1. caused an email to be deleted and no longer shows an account which has caused the lose of 365 Office and billing info. The billing info and office now shows on another person's account instead of the correct one. ( Good thing they are related huh?) Anyway, when you log into the account currently in use ( this log in actually), you get one name at the top of the screen but another person under profile and billing....and has all their transactions like 365 linked to another person. Well, when we try to add an the formarly used email ( that was deleted and shows no attachement to any XBOX live account) to make it the primary, it shows this email is currently in use. It's not. and we have been round and round with XBOX live. This is another attempt to get this resolved. We need one email reactivated or where we can create the account again...have access to our stuff, and delete this current account. Reference #1216640877 per XBOX live on this situation. I understand with Live we can't formally change the email associated with the primary account for 30 days...but we would like the correct email associated with 365 Office to be fixed.