I actually got a bunch of rep for both of those posts

Maybe you just lack the stop bit... part. So what if he used a copy paste? How does that effect you?

If albie didn't do anything bad, then all he has to do is file a ticket. CM person is just explaining that. Maybe he used a copy paste (if he did), because there might be rules allowing only pre-written responses towards players complaining about a ban. Calling someone a robot or whatever is pretty ignorant. It might just be the way they are told to handle these types of situations.