Hotel Stay bad service no worse service ever

Evening The company does not care if they take your money as I am waiting for two months to get my money back. They are part of Hotel Express which are mediating between us but every time you phone them and they now your name it all goes blank. I spoke to a lady at customer service she is the worse of all . A question why should a client go the bank to fight for a refund/reverse payment when they took your many. I would say nobody should ever buy this product from them and be careful they just change the company name. I still wants my money from them can anyone advice if I can serve them with a civil claim. Regards