How do peripherals work? What's the VIP team? How long does it to take restock?

I was given a $100 peripheral because I was overcharged. The item I wanted was out of stock so I said I would wait for it to be back in stock. It's been over a month and I have no word on anything. I called and was told I would receive an update in 24 hours, that was over 4 days ago. I'm so confused. Will they tell me when it's shipped or will I just randomly get a package. None of the customer service teams are being any help. Apparently, my case is being worked on by the VIP team. What does that mean?