Game keeps on crashing whenever i try to load it up

Hi, on xbox one, whenever i try to load this game up it keeps on crashing as soon as i get to the press A to start page. Could someone please help me as soon as possible please as i have been on live chat to xbox for about 5 hours today and they couldn’t help me so i am very stressed right now. So please could i get a response as soon as possible please, thanks.