Ripping me Off

I have read this problem multiple times, so clearly whatever system you are using to track the return of your routers is flawed. 

I have been incredibly ill, and I am so frustrated that I now have to deal with Comcast ripping me off even after I have cancelled. My husband drove to the xfinity store and returned it, and now I have had to hunt down the thing that was hurting my credit, and it turns out it is something I dealt with 6 months ago. 

I tried sending a direct message, but there was no option to on my account.

Your directions for sending a DM do not work. I require another solution. Is there another platform that doesn't suck? There is no "DM Icon in the upper left. 
These directions do not work: 

To start a Direct Message: 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.