They are blatantly lying to the public. Statements like the original post are the reason why they must surely have felt it necessary to create the Study Edition Watchtower. Because such statements as the one about not even e-mailing family members who are being shunned would be more easily accessible to public scrutiny if couched inside the issues offered to the public. (Sure, it's still on the Internet now, but hopefully you take my meaning.)
I used to detect a measure of dishonesty in statements made to the public, but as a JW I'd felt the ends justified the means. That once they joined up, all would be well, they'd find out the real deal anyway, and by then they'd be good soldiers for the cause and it wouldn't matter.
I have fond memories of my older brother insulting me, calling me stupid, as I tried to explain to my family the reasons I had for parting ways with the JWs. It ended in classic form, with him saying to me in parting, "I wasn't sh-- to you. F--- you!" and storming out of our parents' house. Of course, it was all about him, wasn't it? After seeing that display, and realizing that this was an appointed man, a servant to the congregation, I found that it was good riddance of someone who was never really my brother save that we share similar DNA.
So if it wasn't clear, normal family affections and dealings DO NOT and CANNOT CONTINUE with former members of the group.
Fact checker: This statement is ---->>>FALSE.
--sd-7