No access to Microsoft 365, but charged for it

I am trying to connect the dots here.

Are you saying you are paying for a subscription through Best Buy, but the license is under someone esle's name?

If that's the case, you do have to dispute it with Best Buy, they shouldn't refer you to MIcrosoft.

Microsoft is very clear about how subscription purchased via third party is managed, which is explained here: https://support.microsoft.com/en-us/account-billing/manage-your-microsoft-365-subscription-purchased-through-a-third-party-44749f45-4c0b-5d41-a73f-7634b8d2a763

I've been in this forum for a long time and I can tell you, Best Buy always refers their customers to Microsoft, which is so wrong. Show them this article, escalate to their store manager if you need to. Or, dispute this with your credit card company. Then get a subscription directly with Microsoft instead, so your billing support will be directly offered by Microsoft in that case.

Because the charge involves billing, account access, and a deceased account holder, only Microsoft Support can investigate and correct it; community forums and this service have no access to billing systems or personal data.

To move this forward, take these steps:

1. Investigate what the charge is for
   • Use the guidance in How to investigate a billing charge from Microsoft (linked from the refund article below) to identify which Microsoft account and subscription the charge belongs to.
   • This helps confirm whether the charge is tied to the late account holder’s subscription or a separate one.
2. Request cancellation and refund of the subscription
   • Use the step-by-step process in How to get a refund on a Microsoft subscription to:
     • Sign in with the Microsoft account associated with the charge (if known), and
     • Submit a refund request for the unwanted Microsoft 365 subscription.
   • If sign-in is not possible because the account owner is deceased or the password is unknown, proceed directly to contacting Support (next step).
3. Contact Microsoft Billing Support directly
   • Because this scenario may involve an account for a deceased person and unauthorized charges, contact Microsoft Support so an agent can:
     • Locate the subscription using billing details,
     • Cancel the Microsoft 365 subscription so no further charges occur,
     • Check whether the recent charge is eligible for a refund.
   • Follow the pattern used in the referenced Q&A answers:
     • Go to the main Microsoft Support contact page.
     • Sign in with any Microsoft account that can be used to open a support case.
     • Choose Microsoft 365 / Manage my subscription or Billing and payment updates.
     • Select Chat with a support agent in your web browser or the callback/phone option where available.
   • Explain clearly that:
     • The subscription is licensed to someone who has passed away,
     • The card being charged belongs to a different person who has never had access to the services,
     • You want the subscription cancelled and the recent charge reversed if possible.
4. If the subscription was originally purchased through Best Buy or another retailer
   • If Best Buy sold the original Microsoft 365 license, they may still be involved in managing that subscription.
   • The cancellation article notes that subscriptions purchased from third‑party retailers (such as Best Buy) must be managed with that retailer, so also contact Best Buy support with proof of the charge and the death of the license holder.
5. If you cannot cancel online
   • The Unable to cancel your Microsoft subscription article explains that if cancellation options are missing or blocked (for example, because of account or payment issues), the next step is to:
     • Confirm who the subscription was bought from (Microsoft vs. retailer),
     • Confirm the correct account is being used,
     • Then use Microsoft’s guided support to reach an agent who can complete cancellation on the back end.

Until Microsoft or the retailer confirms cancellation, monitor the credit card account and dispute any further unauthorized charges with the card issuer as an additional protection.

References:

• Unable to cancel your Microsoft subscription
• How to get a refund on a Microsoft subscription
• Microsoft 365
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• refund please - Microsoft Q&A