Locked out of game

I'm having this problem of crashing game for the 3rd time in less than a month (beginning of Easter, than twice within the last week). Even my neighbors crash when they try to enter my game. Two previous times they fixed it by retrieving an old save file of my game, but apparently this time they will investigate it further... Whatever this means... But I must say the last representative I am dealing with has a good sense of humor. They all have been polite and trying to be helpful, but the last one is funny...