@Abbymay2000 I'm so sorry this is happening for you, I've been there. I reached out to Microsoft Support and had a really good chat with them. They do return calls and their advisors are honest and approachable. That would be my next step in this situation. I was lucky to get a callback from one advisor who knew a lot about the Sims and he was really generous with his time.
If you haven't done this before just search Xbox Support on a separate device and this will take you to the site, Sign in (with the same info/password you sign in with on your Xbox/Store) and go to Contact Us at the bottom of the page. I add an image of the help page that pops up. It helps to be able to tell them the age of the console and how many other games are on it along with how much memory is available. I had to have my console logged in too as they asked me questions about it.
I hope they help you as much as they helped me. I asked about adding memory upgrades to mine and they were honest and told me not to waste my money, so I knew I wasn't just getting a sales pitch.
Good luck.