Asked to return equipment I never had

I recently closed my account and am being asked to return equipment that I never received. I use my own router and modem. The web portal claims I have a streaming FLEX box, but I never received one of those and have never used (or, to my knowledge, paid for) cable, television, or any form of streaming via Xfinity.

I have seen responses to similar posts asking users to send a direct message. I don't see any such icon and could use some direction. Thanks.