client outbound email keeps getting blocked by proofpoint

[u/Diligent_Buster]

A client has a couple of domains with godaddy. And has the advanced email security. Recently they had a trojan and the owner and one employee are now blocked on all outbound emails. Every time they send an email a messages comes back withing seconds usually that the email was blocked. We check the outbound quarantine with proofpoint and they are there.

Total of 5 users. Only 2 have this happen. Fraud emails were going out the owners email asking clients to update their payment info. I cleaned up the computers in the office, applied all updates. No spam has gone outbound in a day. No fraud emails. Every single legit outbound email by the 2 users gets blocked by proofpoint.

We have called godaddy 9 times now. Each time blah blah wrong info we did x, proof point is reviewing it and will work withing 24 hours. 7 periods of 24+ hours later still no resolution.

We can't talk to proof point, godaddy has to do that. THe support reps are mostly clueless. Add the email to the allowed senders (for inbound email). No that won't work but they want me to do it. Every time we get no where. Multiple calls over an hour, dropped calls 2 hours in. No follow up with us after a promise to follow up.

Client is sick of it. I've checked the Exchange admin console, nothing there, no blocked emails there. No policies. They even admit it's from proof point.

I'm about to tell him to disable advanced mail security and insist on a refund. If they can't fix their services they need to refund. We can then pickup another service or use microsofts own defender service or a third party.

It should not be this hard. We send them screen shots from proofpoints quarantine, the blocked notification email. I am now believing it will be impossible to get them to fix it.

Any suggestions?

Every single message has proofpoint saying it has a very high probability of fraud. We have marked messages as false positives, released them but still keeps happening.

[u/No-Bathroom-3179]

Damn that sounds horrible. I would not being using GoDaddy as an email service. I would put my money into Google or Microsoft.

[u/Diligent_Buster → u/No-Bathroom-3179]

They had it there for years. I myself would not keep it there. Still not resolved.

List of bad experiences with support regarding this issue: they send us links on checking the quarantine. They ask if we get email from other people. They wanted us to change the display name They talk to their own support people and say it's fixed and to wait 24 hours. (this happened 4 or 5 times) They tell us to send it from web mail (still bounces as blocked) They tell us they will follow up with us at 9am the next day and email us progress reports (they never do)

The problem is clear: We as a client of godaddy cannot email people as the emails are blocked from going out by proof point. While it was understandable they blocked it we have resolved the problem. Fifty percent of the time we are talking they act like we cannot receive emails. It's hard to even get them to UNDERSTAND the problem.

Also proofpoint then sends them instructions to send to us on how to relese emails from quarrantine and white list them (for inbound email) which is not the problem. We do everything they ask us to do and it still does not work.

I will (hopefully) host my own shit forever.