I think it just depends who is on the social media duty that day. Some people in the team are more interested in engaging with the fan account stuff than others.
As nice as it may be, there are a lot of customers on Twitter who are really struggling to get basic customer service answers out of Towers at the moment, complaints of unanswered phone calls, emails, DM’s etc are rife. So it is not the best look for already annoyed customers to see the ‘bants, bants, bants!’ with fan accounts when they need genuine customer service help.