AT&T's POA Team

I am power of attorney for my elderly aunt who is technically challenged. I am very frustrated. AT&T has a POA team that handles POAs. I sent them my POA and Drivers License. I received an auto-reply that says this:

Thank you! 

Your email to the Power of Attorney Team has been received.  We will answer your question or resolve your issue as quickly as possible.  Typically issues and inquires will receive a response within forty eight hours

Power of Attorney Team

Even though a long time has passed, I get nothing back. Nothing. It doesn't seem that complex of a matter to verify the POA . This is regarding her phone and TV service, not national security.

What is wrong with AT&T?