I am remote-first, I have worked remotely for 25 years - including 3 years in a campervan on the beaches and mountains of Europe using a 3G router (hot tip, coverage was much better when you parked up next to the city).

Email is a black hole at the best of times, and when you are dealing with an emotional situation where tempers are high and patience in short supply, it might be time to break the mold and go Physical First, because somethings might be best resolved in person, face to face, mano a mano.