Direct message

I have property damage. I’m being told to send a direct message, but I can’t find the direct message icon. This has been ongoing for two months. I’ve talked to several people. They said they would get it resolved and never heard back from anyone. This has been an extremely frustrating process and to simply send a direct message seems to be a confusing task and not clear once again I don’t think I’ll be doing business with Xfinity anymore.