I can't play my copy of Killer Instinct DE. Xbox One, support never responded

After trying to contact support on numerous occasions with no response.

I couldn’t play my physical game, K.I. Definitive Edition, but the characters appear locked. I only have one available. It’s as if the free version of the game were installed. When I put in the Definitive Edition disc, the game simply opens, but the characters simply don’t appear. Instead, it tells you to buy the Anniversary Edition. Is it supposed to be possible to have access to this edition if you have the Definitive Edition? What would be more important? But sadly, despite having classic K.I. 1 and K.2 from the arcades, you can no longer play with the characters you once paid for.