Xbox Account all Messed Up

I am so confused i'm having trouble figuring out how where to start. Or even who to ask about who to ask.

It began when i started receiving notices from my bank of what were to me, inexplicable charges from "Microsoft*xbox". But i checked my account and it only shows one subscription, to Xbox Game Pass Ultimate, which it says
is next payable in October of 2021.

So i went looking for help from Microsoft and was directed by someone in a chat to an online form, where i wrote an essay on the subject and clicked "send". After several weeks i received a reply that i had contacted the wrong
department and i should instead click the link in the email. That link doesn't get me anywhere; i'm only offered the option of "Ask a gamer" or "Ask the community". I'd really like the option to "Speak with a Microsoft account specialist" but i can't find
any such thing.

Meanwhile the other night on a vague suspicion i checked another profile on my console for what it might say about "My Account". Bingo, that appears to be where the charges are coming from. But i do not understand why i have a completely different account on
the same console. I thought it was simply an alternate profile for playing a different character or different saves of the same game.

I mean it's the same actual human being, the same bank account, the same Xbox, and even the same Microsoft email account under a different alias.

I'd like to get my money back because i was of the understanding that i did not need more than one Xbox account to play multiple profiles on my home console. But at minimum i would like to stop the charges happening since,
as you can imagine with an account paid through next year, i've already given them heaps of money. And the last two surprise charges overdrafted my account. For some reason the purchase of a game on the secondary profile seems to have triggered the purchase
of two months of XB Game Pass.

I don't know. I'm very confused and talking to a human at Microsoft to sort things out doesn't seem to be an option available to me. If someone might advise me how to find a human i would be very grateful. Meanwhile i'm intensely
curious as to what exactly has happened here and why, so in the event i don't get help i can stop this happening and also happening again. I still want to keep my second profile, it has a lot of really cool cars in GTA for one thing.

:)