Did they even watch the movie? The voice wasn't even intended to be scary. It was to humanize the character and show a person who has been traumatized, which was clear in the dialogue when we first heard the character speak. That first scene plants a seed of empathy in the viewer which is central to the twist at the end of the story. They should actually see the film before villainizing Lupita the same way they're accusing her of doing. She did not owe an apology and I'm sorry she was made to feel like she had to give one.