Microsoft Office 365 Personal Subscription computer crash two months after installing Office 365 after failing to re install I called and was denied because my email Redmond Washington

I bougth a new computer (Lenovo) along wit Microsoft Office 365 at Best Buy two months ago, and after the computer crash I had to wipe out everything and re start with the original settings. When I failed to re installed Microsoft Office 365 because it was already load once I called the support center and after an eternity was helped by somebody and could not help and told me to go back to Best Buy. The reason for denied it they could not verify the e mail I use to install it original I gave her the email I Set up with the new computer and the only 2 other email address that I use.