Air Arabia Failed to Apply My Refund as a Travel Credit

I purchased a ticket through the Air Arabia mobile app for a flight to Rabat, Morocco, scheduled for November 10, for approximately $259 USD, and I canceled this ticket on the same day. During the cancellation process, the customer service representative I spoke with told me that instead of a cash refund, the amount I paid would be issued to me as a travel credit, which I would be able to use later when purchasing a new ticket.

About one week after the cancellation, when I tried to purchase another ticket through Air Arabia’s own app, I realized that the previously promised credit had not been added to my account and was not usable. Even though no credit appears in the app, I was clearly informed earlier that a travel credit would be issued to me.

I am requesting that Air Arabia immediately and fully apply the $259 USD travel credit to my account, as stated by the customer service representative at the time of cancellation. I also request a clear, written explanation regarding why this credit has not been applied so far and when it will become available for use.