I'm amazed this even worked, but ofcourse the laziness of the CSR usually wins.
Usually e-mails are sent through a case system and that way what is sent (and received) is logged and can be reviewed for previous correspondence. This ofcourse requires the CSR to actually look at the old case to check if it's actually true
Update to this.
I got a reply email within like 4 hours, it didn't work as far as I know, they just sent an email back saying they understand my issue and pretty much said da hah nab
I heard recently that you can request a banning review email. Begging, crying and pleading worked for a guildy who was banned in the March Monk Massacre.