Second Controller will not activate for Head to Head (Local) Madden 16

Anyone know how to activate your second controller to play head to head when in the "Play Now" screen and choosing your teams???

3 weeks ago we purchased Madden 15 for our first XBox One system. Madden 15 used from Game Stop. XBox One brand new. 
Created XBox One Profiles, installed Madden 15. Installed Gears Of War. Installed Guitar Hero Live. Downloaded Tanks. Downloaded Crew.

1st week - enjoyed Madden 15 a lot, playing with my wife on the same system. Play Now, shows 2 controllers, we each pick our own team and we are in game, awesome!! If I wanted to play online, for what it's worth, I have a 60Mb connection.. FAST and WIDE OPEN Internet, no issues if I did want to play online.

2nd week - went to play Madden 15 and could not get 2nd controller to activate for 2nd player to choose team. 

3 days later, searching forums, calling GameStop, rebooting XBox, uninstalling and re-installing Madden 15, everything anyone including the geeks at Gamestop could tell us to try.. NOTHING WOULD WORK. 

SO.. WE PURCHASED Madden 16 - surely this has got to help. Deleted all gamertags and associated profiles and date from "everywhere". Installed Madden 16. Updated Madden 16. 

Went to "Play Now", mind you, both controllers are working in XBox and in other games with NO issues. "Play Now" screen comes up and shows ONE CONTROLLER.. no way to activate 2nd controller. Same Exact Issue with a different game. BUT, all other games allow both controllers to function just fine.

Finally, I decided to take a chance (4 days ago) and call EA Support. This was after the chat was obviously getting NO ONE'S attention. Sat on hold for 50 minutes. No biggie, popular games, I understood. Finally a gentleman answers the phone but tells me he needs to transfer me to "In-Game" support. 15 minutes later someone answers there. They tell me they need to connect me to a specialist. I let them know I have already been on hold for over an hour.. but rest assured he says, this will be less than 2-3 minutes. 5 minutes later he comes back on and tells me - 

THE SPECIALIST'S HAVE NEVER HEARD OF THIS PROBLEM, IT IS BRAND NEW SO THEY'LL HAVE TO SEND IT TO THE NEXT LEVEL. 

ETA - WELL SIR, WE DO NOT KNOW, THERE IS NO ETA AT ALL. 

A DAY, A WEEK, A MONTH??? - WE DON'T KNOW SIR, BUT THEY WILL CONTACT YOU AS SOON AS THEY KNOW WHAT THE PROBLEM IS.

So, I made sure he was aware of the exact problem I am having.. and everything I did to try and correct the situation. He repeated it to me, so they know what my issue is.

Today, I see an email that I received a few days ago just letting me know the case is open. Clicked on the case and tried starting a Chat to see if there was an update.. the ticket/case says "in progress". Chat opens and tells me I am chatting with Haeg or Hoge.. but no one ever says anything back to my hello, are you there.. nothing.. 10 minutes later, nothing. 

This is my last resort.. do the EA folks that took my money watch for issues here??? Can anyone in the organization with a brain help me with this problem YOUR GAME is having??

Thanks in advance, I cannot wait to tell all my friends about your stellar support! Or not.. but it's surely in your hands now :-)

Dan (DelToroBully)