xbox gold live

Sorry this is a bit long : I paid for a year xbox gold live in November 2019, my son had a message on Christmas day saying his gold live had expired and paid for another yr on my paypal without telling me. I tried to chat with an operator to cancel this
but they just didn't understand what I was saying and in the end I gave up!! Fast forward to today, still with 2 payments and gold live active my darling son sees the "buy ultimate games pass for £1, so as he has a pound he buys it!!! For some reason this
then cancelled itself so we now have no gold live whatso ever and no games pass. I tried virtual assistant but it just refers me to chat which isn't available so refers me to chat to an Xbox user instead!! In desperation I have tried to buy him another xbox
gold live on line and deal with the duplicate charges later but even that wont work and I just keep getting an error when I try to find it in Microsoft. HELP please from a desperate mum!!!

:)