Willingly they take your money but won't let you have it back. I've tried calling, writing, going into the shop in the next city, phoning again and still they are holding onto my money. They leave you on hold until they drop the line.
I'm in the process of complaining but still they have my money!
Don't trust them
*Update... I was promised by Virgin money on Friday that my money would be transferred to me within two hours. It is now Monday and no money. I called to speak to the person I spoke to on Friday but they couldn't transfer me. I left a message for him to phone me. No phonecall. I've tried to get it myself on the app but it refused me. DO NOT TRUST THESE PEOPLE WITH YOUR MONEY.