Trying to get a HELOC, but old lien has not been released

Hello,

I need some advice. I'm in the process of getting a HELOC and the lender needs a Release of Lien from a mortgage that was refinanced back in 2016. I personally went to the LA County Recorder's office and could not find any Release of Lien or Reconveyance when I refinanced in 2016. I called the previous mortgage company, Fay Servicing, and because the loan is so old, they don't have an answer for me and they seem to be giving me the run around. They don't have any documents showing a Release of Lien or Reconveyance, but the mortgage was paid off by the succeeding lender during the refinance. Also, since 2016 I have refinanced my home 3 times and this old lien never came up and the loans closed without problems.

Could someone please point me in the direction of how I can get this Release of Lien from 2016?  Is there anything I can do to release the lien myself?

Thanks  in advance!

Mary-