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Good evening, this is Jim and thanks for the question. .
I haven't heard of a bank refusing to register a complaint - they are obliged to do this if they are to maintain their authorisation by the Financial Conduct Authority (FCA). As they have not done so, therefore, you need to report the bank to the FCA tomorrow morning on 0800(###) ###-#### Given the bank has also failed to deal with your complaint, you can now involve the Financial Ombudsman Service (FOS) who will liaise with the bank and investigate the circumstances - the Ombudsman will hopefully uphold your complaint and their decision is binding on Lloyds. If the Ombudsman did not uphold your complaint then the last resort would be to sue Lloyds for your money back if they retain any funds. It shouldn't get to this point though. The FOS's website where you can now submit the complaint is here:
I hope this helps - let me know if you have any other questions about how to deal with the dispute with Lloyds.
Have a good evening, Jim