Do not demand a polished explanation from someone describing a fresh difficulty.

Trouble that is still happening does not come with a clear account of itself. The person telling you is contradicting themselves, starting in the middle, defending someone they are also angry with, because none of it has settled into a story yet. Asking for a tidy version pushes them to perform composure they do not have. Coherence is something that arrives afterward, often much later.

Let the next messy explanation stay messy. Ask what happened next rather than why, and let the gaps sit. You can help without understanding the whole shape of it.