[XB/PS] Console crashing

My game has been crashing on loadup for 3 YEARS.  I play on xbox series x, and I have done everything to try and get my game to play. I contacted Microsoft, and we found out that isn't a problem with the Xbox, but the game.

We did every troubleshooting step that we could, and I did every troubleshooting step that I could on EA Help. Nothing worked. 

I'm hoping this can get looked at, because no matter how many times I say that I've tried every troubleshooting step available, I always get asked if I tried one thing, and I'm just sick of it. 

I'm glad that people try to help me, but I'm sick of my game not loading. It's my favorite game, and I've tried loading it on my sister's xbox series x, and it doesn't load on there either. The only console it loads on is a xbox one s. And I have disc and digital. I tried both my disc, and loading it digitally. 

It always crashes in the blue loading screen, when the plumbob is filling up the little bar. The plumbob glitches, and the music stops. Screen goes black, and I get kicked to the homepage. I've been trying to get acknowledged by the sims for the 3 years my console hasn't played the game, and I haven't got the acknowledgement I'd hoped for. I believed that maybe someone from the game would read my posts, and try to help me, or have someone from customer service talk to me. I've reached out by email, and EA help. Nothing from there worked either.

The forums are my last resort, so I'm posting about this in a couple categories, until I can get the help from someone, or the sims gurus.

Thanks for reading, and thank you for maybe helping.