What is a GM's role in FFXI?

I find this extremely frustrating.

Situation 1:
I call a GM about a week ago regarding RMT yells. They dealt with it within minutes.

Situation 2:
Today I report via the Help Desk RMT yelling a URL of a large Gil selling site.

I get a "Report to STFU" auto-reply.

Where is the consistency here? Where is the customer service?

I am a paying customer, it is not my job to fill out forms every 5 minutes with the influx of RMT activity.

Why do I need to fill out a form in this situation? Especially when absolutely nothing needs to get investigated because the evidence is right there on the screen.

I remember there actually used to be an automated filter from SE itself that blocked any /sh with an internet style reference in it such as .org or .com etc...
As we all see, it does not work for /yell and does not work when they put spaces betwixt the letters, such as w e b s i t e . c o m or other combination of misguidance.
Why they haven't made this work for /yell yet is my question.

Wait, you got a report to STFU already!?! I need proof, this is not okay! It needs to be reported!