Business ProfileforShellpoint Mortgage Servicing

My 10/1 Arm for an investment property had its first readjustment. The loan was locked for 10yrs at 3.89%. In anticipation of the adjustment, I confirmed with NewRez, more than once, that my loan terms were such that the most my loan could adjust, up or down, was 2% at one time. Thus, my new rate would be 5.89%, after the initial 10 years, which ended at the end of 2/24. I also confirmed that I could pay down principal right up until 2/28/24, the last day before the adjustment, thus lowering my payment. I began paying down principal at the end of 2023, and by the end of February -- before the 28th -- I paid the loan down to a principal just under $80,000. I was told by NewRez that my new payment would be in the mid-500s on a rate of 5.89%. But since March 1st, they now say I'm on a 7.75% rate and my payment is $1,063. This is incorrect. I have called repeatedly but no one I have spoken to, including a supervisor, has ANY knowledge of anything pertaining to my loan or why the numbers say what they say. I have been told that someone would be getting back to me within 30 days, which is TOTALLY unacceptable, and not to mention I have zero confidence in whoever is going to contact me then. I have filed a complaint with the Financial Protection Bureau as well. This is a terrible company, in my experience dealing with them. I'm in the fortunate position of being able to pay off the remains balance of the loan; I would rather carry the debt, but the incompetence at NewRez is making me reconsider. It's very annoying. I literally just want them to correct my account.