Do you verbally follow up to emails when you've have to speak to clients about violating contracts?

I think I should follow up verbally to late mom, but not quite sure what to say.
On one hand, I felt my email was short and to the point. I didn't go into explanations, allow excuses, etc. And sometimes "least said, soonest mended" is true. But other times, you need more. So what do you do?

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