Never get Blue button or Send Message button when clicking on Username response always ends without resolution

Thank you for all of your time and patience. I apologize for any confusion that messaging us may have caused. I apologize for the delay. We here in the social media department do work in the background and gather as much information as possible before we respond back. We hope this allows you to go on with your activities while we do so. The great part about this is you can respond back at any time and pick up where you left off.  I most certainly appreciate your time, patience, and understanding.  We are always available to assist you at any time with any questions or concerns you may have if you still need assistance please feel free to reach out to us. For your convenience, I have supplied the steps here again for you to reach us through our private message chat option, and look forward to speaking with you again soon. (The chat icon is located at the top right of the page. Clicking on the chat icon will bring up a chat box that will allow you to initiate a chat conversation.)
Click the Private Message icon
Click the New Message icon
This will give you an empty "To:" line. Type in "Xfinity Support" and then FINALLY select it from the list.