Blizzard’s GM gave you an accurate response. A mistake of inserting another character name is only that, a mistake. It doesn’t make the GM a bot. Neither does copying and pasting, for that matter. If they’re handling multiple tickets on the same issue, the same response is valid.
GMs have limited abilities. To protect the integrity of the game, there are things their tools cannot do. If the issue reported is one they have the tools to address, they do. Otherwise, they refer the issue to QA / the developers, and the answer is going to be exactly what you got - GM can’t change your honor or number of kills, QA has reports of issue to handle.
Sometimes the devs do make adjustments after a fix is deployed, sometimes not. Multiple things could affect that decision, such as whether they can tell who it affected and what the correct values would have been, as well as whether it affected all players equally.