You got someone that actually looked at your ticket closely and resolved it.
Not all GMs do a thourough job and depending on the time it happens they may have a huge caseload. You can be unlucky and have someone not investigate properly.
The problem with this is you don’t get to talk to a GM one on one in real time. You have to hope they do their job. If they don’t and you know you are innocent you are out of luck.