Can’t reach a human being

@XfinityJustinC​ I have billing questions 

@user_4d4f4a thank you for the update of the concern, and completely understand wanting to have your billing question answered. Is the billing question a general one, or a specific account related question? 

It is specific account related questions and it’s very difficult to reach a human being and the times that I have in the past it’s not ever a person who can understand what I’m asking and assist. 

@user_4d4f4a  I appreciate the confirmation it's account specific, and since we don't want to discuss that type of information here in public. When you have time, please send a direct message.

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

I don’t see the direct message icon. I think it was there when I was replying to you earlier, but I no longer see it.