@ATTCustomerCare sucks

@ATTCustomerCare is terrible social media manager for ATT that doesn't respond to tweets.  I tried to find out about a reward card that went missing on my account.  I asked @ATTCustomerCare and takes multiple questions and answers over hours and they tell me they will call me later.  The whole point of Twitter is to interact with people.  Why can't @ATTCustomerCare DM and help me with my answers.  Rather they want me to wait by the phone for a phone call?  Also @ATTCustomerCare didn't respond most of the time I ask a question.