I think GMs review the situation before issuing a ban. I know that when I was locked earlier this week it was because I was reported as botting or cheating which led to a GM reviewing the ticket which led to my account being locked due to my strange IP address.

What is most likely going on in Blizz hired a slew of new GMs that don't know what they're doing yet, combined with an increased focus on removing bots. Given that the last time I called I got through immediately and only had an 11 minute wait, I'm guessing I either got extremely lucky during prime time or Blizz is ramping up the customer service (and we are likely suffering due to ignorance).