I cant schedule a callback to cancel my service

Hello, thank you for taking the time to reach out on social media.  I understand your concern with the cancellation, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Hi Siddhant, thanks for providing your account information and for taking the time to work with me today. You've reached the right department, and I'd be happy to help with making changes to your account.

To complete the account authentication, I'll need to send you a verification text message or email with a six-digit code to the phone number or email address listed on the account. The code will expire after 15 minutes. Is now a good time to send the code? If so, would you prefer an email or text message? -Krista

I can not see the "Direct Message” icon.