Why Can't The Manager Send A Fax

I booked a room for my son who lives in Canada on the basis that no money would be taken and it was a free cancellation. Shortly after i booked it my son requested i cancel it. I cancelled the room and received an e mail saying the room had been cancelled with no penalties incurred. I checked my bank a few hours later and was horrified to see £361.87 missing. On further investigation i saw the amount was being held by Comfort Inn in Kissimmee Florida. I asked my bank to release the money and they can't unless they receive a fax from Comfort Inn. I duly rang the hotel and the manager assured me he would fax the bank. He did not do this. Because of this i am going to lose my holiday to Florida where i had booked the Comfort Inn. The money that had been taken was my deposit money. I feel very let down by a company i was told was very good