Consumer complaint received 2025-05-15 00:00:00
Product: Debt collection — Other debt
Issue: Communication tactics — Used obscene, profane, or other abusive language
Company: Apelles, LLC
State: KY

Complaint narrative:
To Whom It May Concern, Consumer Financial Protection Bureau ( CFPB ) Subject : Formal Complaint Regarding Apelles , LLC Settlement Miscommunication, Lack of Transparency, and Unprofessional Conduct Company Name : Apelles , LLC Website : XXXX XXXX XXXX I am writing to formally lodge a consumer complaint against Apelles , LLC concerning a troubling series of events related to a debt settlement. My hope in submitting this complaint is not only to document my own experience but also to protect other consumers from enduring similar mistreatment. I respectfully request that the CFPB investigate Apelles practices for compliance with consumer protection laws and review the recordings of relevant phone calls to determine whether violations have occurred.

I have been making good faith efforts to resolve a debt that, although incurred under fraudulent circumstances, remains in my name. Despite submitting police reports and documentation to XXXX XXXX XXXX  showing I was scammed, they ultimately held me responsible for the amount. Having exhausted all avenues for dispute, I felt I had no choice but to settle the debt to avoid future financial or legal consequences. 
On XX/XX/XXXX, I contacted Apelles to discuss the debt, as I was unaware it had been transferred to a third-party collection agency. I had not received anything in the mail from Apelles, likely due to an address change. During this call, I initially spoke with a woman who was attempting to walk me through possible options ; however, the call was unexpectedly disconnected. 

Upon calling back, I was connected to an employee named XXXX. The environment on her end was chaotic and unprofessionalnoisy background, disorganized communication, and repeated interruptions. As I attempted to explain my situation and ask clarifying questions to make an informed decision, she grew agitated and erratic. At one point, she told me, Youre not the debt collector I am, and under her breath, I could hear her muttering, Youre acting like you cant hear me. I requested multiple times to speak with a supervisor, but each time, she asked repeatedly, Why? Why do not you want to talk to me? and What is your problem? in an argumentative tone. Despite my continued requests, I was told I would receive a callbackbut I never did. Recognizing the importance of resolving this matter promptly, I called again and found the information provided inconsistent and difficult to follow. 

I followed up persistently and eventually reached a supervisor who stated that he had listened to the call and would direct the information to the manager for coaching. I asked him if I would get a follow-up on my complaint ; he stated, We do not do follow-up on complaints in regards to coaching, even though I was referring to the complaint he was going to take to the manager. He said no. He then said, If you would like to discuss your account, I can do that. Thats when he offered a settlement of {$390.00}, payable in XXXX monthly installments : XX/XX/XXXX {$97.00} XX/XX/XXXX {$97.00} XX/XX/XXXX {$97.00} XX/XX/XXXX {$97.00} Later that day, after our call, I called again to confirm that it was okay to make the payment through the online portal. I was assured that it would be okay, although I was concerned about the portal only showing the original amount, not the settlement. I was told that although the online portal would continue to reflect the full balance, it was acceptable to make the payments through that portal, and once all four payments were completed, the remaining amount would be waived. I requested written confirmation of this arrangement and was assured that an email would be sent. But I never received anything. 

On XX/XX/XXXX, I received a letter stating that my XXXX payment had been applied toward the full original balance, rather than toward the {$390.00} settlement. Concerned, I contacted Apelles again and spoke to an agent named XXXX, who claimed there was no settlement secured in my account. His tone was dismissive and condescending from the beginning of the call. 
When I explained the full situation, XXXX claimed that a settlement is only secured once a payment is receiveda contradiction of what I was previously told. XXXX conduct was extremely inappropriate and unprofessional. When I began to explain the situation, he cut me off and said in a patronizing tone, Maam, Im trying to explain this account to you, despite the fact that I had barely spoken. I explained the prior settlement agreement and that I had been told I could pay online. He insisted that no settlement had been secured and claimed that in order for settlement to be secured there has be payment in place first prior for the settlement to be secured in order for it to be valid. He then shifted blame to me, saying, I am not trying to lecture, but we cant make clients do what they want to do or stop clients from paying online. He told me that if that was the information I was provided, then it was inaccurateeven though I was specifically told by the supervisor and the representative on XX/XX/XXXX that paying through the portal was acceptable. Throughout the conversation, he frequently interrupted and minimized my concerns. 

He also began sharing unrelated information about his career path and how many consumers like myself assumed that Apelles is just a call center, and how he had worked his way up to have the ability to do remote work, which I found unprofessional and irrelevant to the issue at hand. He kept sharing unnecessary and unprofessional information, distracting me from focusing on the main issues I was calling about. Despite my repeated requests to speak with a supervisor, he stalled and argued with me, insisting that he could resolve the issue himself. He went on to explain that at Apelles there were a lot of things happening on XX/XX/XXXX, and perhaps they did not get to explain everything. He referenced that I had reported my experience to the XXXX  multiple times during the call as a way to retaliate. 

Eventually, XXXX offered a three-way call with a supervisor. Desperate to resolve the issue, I agreed out of exhaustion and desperation. However, he informed me that I would be able to hear the supervisor, but not speaka highly questionable and manipulative tactic that left me silenced in my own case. During this call, XXXX and the supervisor briefly discussed my case before going off-topic and speaking about the TV game show XXXX. This entire setup felt unprofessional and deeply inappropriate. 
At the end of the call, I was told that my original XX/XX/XXXX payment would now be retroactively applied as the first installment of the {$390.00} settlement, and that I could continue with the remaining three payments on : XX/XX/XXXX {$97.00} XX/XX/XXXX {$97.00} XX/XX/XXXX {$97.00} I again asked for written confirmation to be sent to my email address. 
As of today, I have finally received written confirmation of the settlement and payment plan. However, the delay in receiving this documentation caused significant emotional distress, confusion, and concern over the legitimacy of the agreement. 
Based on my direct interactions with Apelles , LLC, I have deep concerns that their practices may be in violation of consumer protection laws and ethical standards. The repeated failure to provide clear, written documentation of settlement agreements, the inconsistent and confusing information from representatives, and the unprofessional conduct I experienced reveal serious shortcomings that place consumers at risk. This is not just a procedural issueit has caused me significant emotional distress and uncertainty at a time when I was simply trying to resolve my debt responsibly. I fully understand the importance of transparency, fairness, and compliance in debt collection, and the experience I endured strongly suggests systemic failures in these areas. 
I initially reported my concerns to the Better Business Bureau following the XX/XX/XXXX call ; while I am not confident that this has resulted in meaningful resolution, I believe it was important to take that step. Even if further reporting this complaint ( does not bring immediate justice ) that occurred on XX/XX/XXXX in which I am making a complaint about, but generally as whole, I want to ensure that my experience is documented so that other consumers who face similar issues can be protected. I share this detailed account to the best of my knowledge ; I may unintentionally have omitted some information, but it is an accurate representation of my experience. I submit this complaint in hopes that it will prompt a thorough investigation, including a careful review of all call recordings and communications. It is vital that companies like Apelles , LLC are held accountable to protect consumers from practices that can cause harm and undermine trust in the financial system.

Company response to consumer: Closed with explanation