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Yes actually. I've worked with and directed support desks for years now, and I have to process tickets far more laborious than ban appeals every day. If you don't properly read through every ticket, you'll miss legitimate issues and piss people off. This isn't the kind of support that should be being provided to players, especially when some of them are paying customers.
The issue isn't the canned response, it's the fact that the ticket clearly wasn't read properly, which seems to be the case with a lot of other submitted tickets too.
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How can you tell that the ticket wasn't read properly?
Based off of the response? Maybe they took the message into account, even though the response message isn't 100% satisfying.
Maybe the person who handled the ticket didn't know what else to say.
Can't just get pissed off every time something doesn't go your way, gotta have patience.
Like I said, could just be a bug, and there is really nothing to worry about.
Meaning his the hours for his ban time probably are reducing, just the countdown is bugged.