virgin refund for payg phone

Has anyone tried to get a refund of the credit off their paygo phone??  I have always paid as required in a supermarket, etc, not by DD.  My SIM is finishing tomorrow and yet i cannot get through anyway I've tried to Virgin to get a refund.  Has anyone had any sucess in doing this, please?  Will I lose the £18 that is still on my phone?  I'm going to ASDAs for a sim, I think!
I've been called a witch more than once....:eek:

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