Game keeps freezing

I'm in the same situation. I can build a house but as soon as I start to play with the family especially if travelling, the game crashes and from there it becomes unplayable as it keeps on freezing and crashing. I've tried erasing old files, starting new games, repairing on the EA app, uninstalling and installing it again and it doesn't work. I can't emphasise how frustrated I am and I tried to contact EA Help to see if they could fix it but I have been waiting for a reply ever since. I'm kind of hopeless as this point.