Razer Thresher Gears 5

Hello, I have a question, the hubby purchased the Razer Thresher Gears 5 for me to use on the XBox One for Call of Duty - Modern Warfare. We had issues from the start and I had to call XBox One and we were on the phone for 2 hours - they were unfamiliar with Razer. (Their words not mine.) And it seemed to work until.... My digital Call of Duty Cold Wars game in and I installed it with no problem, but now I cannot hear anyone talking or I can only barely hear the people talking on my headset and this is on BOTH games now. I can hear the game audio just fine, but I can no longer chat with anyone and if I do hear someone it is so soft of a voice, I can barely understand them. They also are saying the same to me when I can hear them. I have reset the console - messed with the audio, pretty everything that is listed in the troubleshooting blogs and videos. I have a SONY TV with NO Optical Cable - just plain out of the box TV setup. The XBox One has the HDMI connected to it directly. I have no idea what the settings are suppose to be for audio and no one at with XBox/Activision seems to know. Any help would be appreciated, Theresa