@Lustate if your sailing is more than 120 days out, the deposit would be converted to future voyage credit. It might be time for you to get a new Agent.
from the VV site
https://www.virginvoyages.com/addl-terms-and-conditions
- You have the most flexibility outside of 120 days prior to your departure date. If you're booking at this time, you have a 7-day grace period to request a full refund on your deposit and any other payments made. Refunds will be issued to your original form of payment.
- After the grace period (but still before the 120-day mark), you can receive a full refund on any payments, not including your deposit. For your deposit, you can request a Future Voyage Credit at this time.