Unable to reverse transactions on my credit card

I phoned them to ask to reverse a transaction on my account. The money already went off my account, however still showing pending/uncleared.

The lady advised me that they are unable to reserve the transaction, and I must contact the company to whom the money went to. I can not believe that Virgin Money is unable to reverse the transaction. What is some one made a ********** payment off my account. Will the response also be that they will be unable to reserve the transaction??