Hi Rjandco,
We should cancel the current Office 365 user account, and re-sign in a new user account.
In terms of the situation, to get a professional and efficient response, I recommend you contact the sales and billing team, you can refer to the articles below:
Contact Support for a billing or subscription issue—Office 365 for Small Businesses
onlinehelp.microsoft.com/.../ff652569.aspx
Contact Support for a billing or subscription issue—Office 365 for Enterprise
onlinehelp.microsoft.com/.../ff652548.aspx
Thanks,
Nancy Xie