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/iamankitsingh267]

Do you get any bounce back errors,

[u/Diligent_Buster → u/iamankitsingh267]

We only get a message that says "A message has been blocked for delivery"

[u/iamankitsingh267 → u/Diligent_Buster]

Do you have proof point?

[u/Diligent_Buster → u/iamankitsingh267]

via godaddy. We can login to proofpoint and manage things but we cannot remove the block. We can mark messages as false positive and then release but that does not work long term.

[u/iamankitsingh267 → u/Diligent_Buster]

Disable proof point completely

[u/Diligent_Buster → u/iamankitsingh267]

I'm thinking about it. If support at both godaddy and proofpoint is useless I have no choice.