It’s the standard Blizzard approach to do that, they used to do the same thing in WoW. I hope they do look at how many times someone’s done it. If they’ve only done it once (or maybe twice), maybe just give them a warning. If more, then consider banning them.

The best way to reduce load is by creating more public transport and adding ways for people to cross over / under the highway. Also, try to add some more exits if you can.