Why was my order cancelled?

I ordered an Xbox live $100 and $5 digital gift card and used a Dell coupon for $100. It was purchased on 11/23/19. I never received my digital card and when I checked the status it was cancelled. I contacted customer care and spent over 45 mins talking to over 8 people. When I asked for a supervisor or manager they would transfer departments and I would go in circles. I am angry at the lack of customer care to resolve my issue. I want to talk to a manager that can resolve my issue!