[XB/PS] Console crashing

I'm frustrated. I'd been playing normally for a while, with the occasional crash that I didn't make a big deal of. But two days ago my game stopped working, always crashing at the same time, before reaching the main menu, error CE-108255-1. I was able to talk to someone on the support chat then, and the guy was nice but he couldn't tell me anything or help me in any way, giving me vague replies and pretty much repeatedly saying "we're looking at it and doing our best." 
Both system and game are fully updated, I've tried all suggested steps that the console gives once the problem occurs, I've uninstalled and installed the game, I backed up and rebooted my console BECAUSE OF ONE GAME ALONE, it took multiple hours, and nothing's changed. And now, to make matters worse, I can't even get someone to help me on the chat, the chat box won't even open, it says my request is number # (I'm not a mathematitian, but I don't think that's a number) and leaves me hanging. I'm feeling helpless.