That's still missing the point. Even IF the user gave that information voluntarily in the past (she claims she didn't and we should believe her by default in my world, out of courtesy and respect) - the quote continues and says that there wasn't a setting to be found that referred to the wrong/unwanted name.
IF that name was given previously the user still needs to have final say about her appearance online, her very own account data. Saying "You probably gave it out earlier and yeah, maybe there's no way to remove it from the history of your account" wouldn't make Google look better in any way.