OK, you're beyond my experience now, I've never seen that screen before. I also have no experience with xbox. It looks like you're doing everything right. It sounds like time to deal with the help desk, good luck.
p.s. I have, in the meantime, brought up this issue in a discussion forum where EA employees are active. Perhaps we might be able to get you some help and settle the issue of the help desk referring questions to us, who are merely players trying to be helpful. I hope in the future to be able to get more definitive help for those who clearly have technical issues.
I received this response, I hope it helps:
Hey Championship,
Thanks for looking into this stuff. i really appreciate it. i'll try the link out and let you know how it goes.
Cheers
