So let me get this straight. The reader asked the client a clarifying question, after receiving this question from the client for a reading?
If that's the case, your reader probably spooked the client away, because she probably doesn't want the kind of help she obviously needs, but rather an answer, and NOW.
I'd tell your reader to let it go, unless the woman gets back into contact. There's really nothing else she can do. In this state of panic, this client is probably going through all possible alternatives (other readers) to get an answer.