send an email to customer support

Well hello there!
Thank you so very much for taking the time to touch base with us here!
We can certainly understand the importance of having a functioning remote so that you can enjoy your TV or streaming services! Rest assured, you've come to the right place for help!
May I ask, what seems to be happening with them? 

They keep sending me the wrong remotes. I have XR15 ones now and I hate them. Once they sent me to the store to get different remotes and the store couldn't help me. The 2nd time they sent me more XR15 remotes by mail. The 3rd time they sent me remotes that were so old they didn't even have a search function. And this time they sent XR2 remotes that won't pair with my TV.

Oh, no! We'd love the opportunity to help out with getting this corrected for you, so that we can see to it that you receive the appropriate remotes! Please join us in direct message, and be sure to include your first and last name, and full-service address so that we can locate your account and see to it that we are on the right track to helping! 
We look forward to hearing from you!

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

I did that and no one answered