E-gift card never arrived.

I purchased a TV of Promo E-gift cards and Dell Advantage gift cards for orders all placed on Black Friday.  I've to chat customer service on Dec 19, the agent told me that my order is eligible for the gift card and submitted the request for me. After several days, I chat with the customer service again and ask my gift card, an agent told me that it's just taking some time due to customers in huge volumes this Christmas season. OK, no problem, I will wait.

I just chat with an agent again, guess what the agent just told me? He said, "I am a reseller!.". How the I am being a reseller? I have had purchase an Alienware laptop and Alienware desktop for my college life. Because of that, I keep receiving the coupon card with mail from Dell constantly. I am first time buying the items with the gift card from Dell, so Dell just treats their good customer like an enemy just because of the gift card?