Is Xfinity Support broken?

In response to a question I posted I was invited to send a Direct Message to Xfinity Support, and did so. But there was never any response. In addition, ever since I sent that DM, the Xfinity Support icon in the DM editor's "Conversations" list has changed from a white X on a purple disk, to an all black disc:

The top part of this image shows what the icon looks like when I select a message sent to XS a few months ago, and the bottom part shows what the icon looks today like when I type "Xfinity Support" and select it. What happened? Is something broken? Am I blocked from sending DMs to XS?