Direct Message icon

So frustrated with Comcast.  I finally thought I'd found a way to send a message because phone and in-person didn't work.  My complaint keeps getting pushed into some unknown region ("I'll create a ticket and they'll get back to you in 48 hours.")  And of course they do with the same message: "We could not approve your request."  No explanation--nothing.  Just gaslighting.  But I don't want to send a message to the forum; I want to send a complaint email to Comcast and keep reading there's a direct message icon I can use, but I don't see it/can't find it.  The irony for me is that their internet service is great; their customer service is deplorable.  Why on earth would anyone get a phone from them?