Air Arabia Refund Credit Issue

Has this happened to anyone with Air Arabia credit refunds?

My previous booking reference was xxxx and it had two credit values

Today when I tried to make a new booking, only 2001.99 AED was applied. The other credit amount is missing.

We were promised a full refund/credit, so I’m confused how part of it disappeared. Has anyone experienced this before? Were you able to recover the missing credit?