Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We would like to request the removal of our email system from the blacklist.I made a lot of ticket but have not received any response from Proofpoint, and the situation remains unresolved.Having our email system listed on the blacklist has caused significant disruptions in communication with our customers and partners. This issue not only affects our daily operations but also results in information loss and damages the reputation of our business.We kindly request your support in resolving this matter as soon as possible to ensure that critical transactions and communications are not delayed. We look forward to receiving a response from your team at the earliest convenience.Thank you and we hope to collaborate with you soon!My ISP IP mail server is **************

  Business Response

  Date: 02/18/2025

  We are currently not showing any issue that would prevent messages reaching us. You can check for listings at -

  *************************************************

  If you continue to experience an issue please respond with a copy of the error you have received, so that we can investigate further.

  Thank you 

  Proofpoint Postmaster Team

   

   

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around November 20th our emails started to be rejected by a number of suppliers and customers. We found out that ********************** had but our IP address on their blocked list. We have been contacting them daily on their online form which is the only way we have found to communicate with them with no response. We have no idea why we are being blocked as we are a legitimate business established in 1998. This is seriously interfering with our ability to do business as we now cannot email our payroll company, our accounting firm and a large number of our suppliers and customers. With year end this is a nightmare and we would greatly appreciate any assistance you can provide with facilitating communication with Proof Point so we can determine how we can get them to unblock our IP address. Appreciate your assistance.

  Business Response

  Date: 12/06/2024

  ****** ******,

  Please provide your IP address so that we can review this and provide an outcome or information.

  Thank you 

  *******

  Proofpoint Postmaster Team

   

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22649345
  
  

  I am not actually rejecting,  I am suppling the additional information that Proof Point requested which is below so hopefully the can resolve the issue.  Can you please forward to them?

  IP address *************
  *********************
  

  I would also like to have a direct contact at Proof Point that i can communicate with directly.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/26/2024

  ****** ******,

  I have checked on our global block list for both your domain and IP addresses, neither are present. If you continue to have issues please provide an error message or *** so that we can analyze it.

   

  Thank you 

  *******

  Proofpoint Postmaster Team

   

  Customer Answer

  Date: 01/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This can't be a coincidence. I just recently filed a complaint for a blocked email on another server. We already had ********************** unblocked on Proofpoint several months ago. And now it's suddenly blocked again. Remove the ** address ************* from your email block lists again so we can communicate with our customers. This is absolutely ridiculous.

  Business Response

  Date: 11/04/2024

  *****,

  We have delisted the IP *************.

  Thank you 

  Proofpoint Postmaster Team

   

  Customer Answer

  Date: 11/04/2024

   
  Better Business Bureau:
  
  I have confirmed that ProofPoint delisted the ** address in question.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Same situation as all the other complaints here. Multiple requests were submitted to the page at ******************************************* to have an email server's IP address unblocked. There has been absolutely no response and the block has not been lifted. Proofpoint provides no evidence of spam - a quick read of all the other complaints here corroborates this. I've done well to notify Proofpoint's customers that they must stop using ******************** to prevent their contacts from being dropped and their business from being harmed. Until everyone stops using Proofpoint, we all have to resort to these complaints to get unblocked.

  Business Response

  Date: 10/15/2024

  Nader Zeid,

  Please provide the IP that you are currently seeing an issue with, and we would be happy to review it. If you have any other questions, please let me know.

  Thank you 

  Proofpoint Postmaster Team

  Customer Answer

  Date: 10/15/2024

   

  Complaint: 22422716
  
  Posted a rejection merely to respond to Proofpoint. The IP address of the mail server is 50.116.63.143 and the domain is zeid.app.

   

  Business Response

  Date: 10/18/2024

  Nader Zeid,

  Thank you for your response. I have reset the reputation for your IP address, next time a message comes through it will be re-evaluated by our system again. 

  Thank you 
  Proofpoint Postmaster Team

  Customer Answer

  Date: 10/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22422716, and the outgoing mail was successfully delivered yesterday (Friday Oct. 18th).
  
  Sincerely,
  
  Nader Zeid

• Initial Complaint

  Date:10/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today (10-3-24) I reached out to ********** with a request for a list "providers" for ****************** services. I am a 78-year old disabled Vietnam infantry veteran. I can request a mailed list, but I needed to find a provider soon and an agent at **** told me she's email me the list referrals from their registry. I received an email from the **** agent, but I had to click a link to go through "ProofPoint". What a circuitous pain that got me nowhere. Then I remembered that I had this same experience a year or more ago and it involved ProofPoint. I am not computer or internet savvy, but my email is one I've had for 26-years and it's associated with a domain name I have owned for a quarter century. I do NOT send spam and I never have sent spam. I'm not going to change "DNS" or anything else because of all the emailing I have done, the only issue I have EVER had is with ProofPoint. I have no idea why ProofPoint is blocking emails from **** that are sent to my email address. My domain name is ************* and I have regularly received emails from hundreds of businesses, agencies, the government, friends, etc., etc.. I should NOT be on any spam list.Just an FYI for ProofPoint, the very least of my disabilities is caused by a bullet between L1-L2 (lumbar spine). My spine is shot. I'm bone-on-bone in my knees and other joints. I'm one big mass of pain. My hands shake, so even typing this is a chore. I have 24/7 pain .. chronic, unrelenting, hideous, excruciating pain. I don't think that ProofPoint has a clue about the problems they cause to individuals who rely on email communications. ProofPoint, Apparently you don't like my email address, but I have never, ever spammed anyone. Take me off your block list. You need a phone number that a victim of your blocking can call to address issues that are apparently inherent to your service. FIX THIS..!!

  Business Response

  Date: 10/04/2024

  John,

  I apologize for the issue you are experiencing, and I am happy to help in any way possible.

  We do not have a global block list for domains for the outgoing mail. If you are not receiving your messages you may need to contact your mailbox provider. In general, we only check incoming mail for things such as spam with our block list. If you are receiving something such as an error that states a issue involving Proofpoint could you please provide it and the scenerio of how you got the error so that I can look into this further? 

  We are working to provide better information on our block list at this time and hope to have some public details that you can access for more information in the future. I will add your requested information to our project so that we can take it under consideration as we move forward with the improvements. 

  Thank you 

  Cynthia

  Proofpoint Postmaster Team

   

• Initial Complaint

  Date:09/03/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ProofPoint has blocked all e-mail communications between Wiringthefuturenetworks.com (IP 162.216.241.82) and their customers using ******************** for protection. Our provider had done everything on their side. Our email system is clean and is not being blocked by any other threat intelligence systems. This has been going on for over 2 weeks. Our provider stats that ProofPoint is blocking an entire range of IP addresses, and we are one address inside that range. We have sent multiple daily delist requests from their website. We have tired to escalate via delist-*********************************** and no response. Our company is eager to resolve this matter and work with Proofpoint to do so. There is just no way to contact them, or get them to respond to us. The majority of our current customers, partners and suppliers are being blocked from our emails as they are using Proofpoint for their company protection. This issue is now impacting our business. Without cooperation of their company, our only resolution would be to change email providers, but that is an additional expense and work load that we should not have to incur.

  Business Response

  Date: 09/04/2024

  I have delisted the ** address. If we can do anything else for you at this time please let me know.

  Thank you 

  *******

   

  Customer Answer

  Date: 09/06/2024

   
  Better Business Bureau:
  
  This resolved our email blockage within minutes of this reply.  We appreciate the quick response.  If only ProofPoint had a escalation process on their public website, it would allow a method to work with them to resolve these issues directly and not have to report the issue to the BBB.  
  
  Sincerely,
  
  *******************************

  Exec. VP Network Engineering

   

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been the owner of a photography website for almost 25 years. On multiple occasions Proofpoint has blocked the ** address of my email server without explanation, which blocks many of my customers from being able to use the web site. I own my own dedicated mail server, the server is not an open relay, not compromised, and not a source of spam. My server also properly implements DKIM to ensure integrity of my email. In spite of this Proofpoint continues to block my server. I have followed Proofpoint's instructions to get my ** address unblocked, but without success: my requests for an ** address reset using their remediation request form are not responded to. My attempts to contact them via their normal support channels are either not responded to, or responded to by simply telling me to go fill out the remediation form again, as if they had not even read my request. When my ** address is blocked by them, the block message directs me to a FAQ page on their website, however the link they provide to that FAQ page is not valid, it simply redirects back to their support form. When I reported the broken link to them, rather than acknowledging or fixing it, they simply responded by again telling me to go fill out the remediation form, even though that was not was I was contacting them about. In summary: (1) They are blocking my email to many customers, which causes me harm. (2) They won't tell me why they are doing so. (3) They are unresponsive to any requests that I send to them.

  Business Response

  Date: 09/04/2024

  I am sorry that your experience has been difficult I can review your ** reputation with Proofpoint if you can provide the ** and Domain Name used with your email.

  Thank you in advance for your time while we look into this for you.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22215331
  
  Thank you.
  
  Here is the additional information that you requested:
  
  My server's IP address is ************. Most of the email that I see bounced because of your blocking is from ************** (my photography web site), however the server handles email for all of the following domains:
  
  *****************
  **************
  ************
  **************
  ****************
  ****************
  **********
  *************
  *************
  **********************
  
  In case it is helpful, here is an example log file entry for one of the most recent emails that you blocked today:
  
  Sep  5 23:18:44 colo1 postfix/smtp[29044]: DEDB24177F9E6: to=<**********************************>,relay=***************[47.43.18.9]:25, delay=4671, delays=4671/0.04/0.12/0,dsn=4.0.0, status=deferred (host ***************[47.43.18.9] refused to talk to me: 554 ******************************** cmsmtp ************ is listed on Cloudmark CSI-Global. Please visit -************************************************** AUP#In-1200)
  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/17/2024

  Hello.  We have remediated the listing -- you should be good at this point.  Thanks.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22215331
  
  I am rejecting this response because:

  When I submitted this complaint I requested four specific and very reasonable things:
  
  (1) That my IP address be removed from your blacklist.
  
  (2) That I be provided with an explanation of why my IP address was blocked, so I could take any appropriate action necessary.
  
  (3) That I be provided with a means of direct contact should this occur again in the future, as it has multiple times in the past. I do not wish to have to submit a formal complaint with the BBB every time you block my server's IP address, and none of the attempts that I made to contact you about this in the past were responded to.
  
  (4) That you correct the broken link on your website which is supposed to provide more information about why you block IP addresses.
  
  You have provided only one of the four things that I have requested (i.e. you have removed my server's IP address from your blacklist.) I therefore can not reasonably consider this matter resolved.
  
  Please respond to and address my other three requests as well, so that we can resolve this matter amicably.
  
  Thank you.
  

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/25/2024

  Hi ****,

  Apologies for the frustration on this.  I will provide responses to all of your requests below inline:

  (1) That my IP address be removed from your blacklist.
  >> I have confirmed that we have removed ************ from our blacklist

  (2) That I be provided with an explanation of why my IP address was blocked, so I could take any appropriate action necessary.
  >>I don't have specific details, but suspect this was a potential false positive block based on the *** configuration of your IP address -- specifically the *** record.  Currently your IP resolves to "*******************".  Recommended best practices are that IPs used for sending email have a *** record that that is easy to identify as a mail system -- i.e. ****************, ***************, etc.
  
  (3) That I be provided with a means of direct contact should this occur again in the future, as it has multiple times in the past. I do not wish to have to submit a formal complaint with the BBB every time you block my server's IP address, and none of the attempts that I made to contact you about this in the past were responded to.
  >> You are welcome to email our postmaster team -- ************************************* or **********************************************************.  Both of these mailboxes are actively monitored.
  
  (4) That you correct the broken link on your website which is supposed to provide more information about why you block IP addresses.
  >> We have an improved Postmaster site that hopefully provides more visibility / context:  *********************************************

  Please let me know if I can be of any additional assistance.  Thanks.

  ***** **********
  Proofpoint Postmaster

• Initial Complaint

  Date:09/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Proofpoint continues to block my server IP address, regardless of multiple requests to unblock. My customers cannot get my order/shipping related information because of this. Proofpoint never responds to my requests to unblock the *** nor does it take any action to resolve or explain the issue. This is affecting my small business and is unacceptable behavior. Please get back to me and unblock my IP address, so that I can communicate with my customers.IP: ************** Domain: **********, chicagowallart.com

  Business Response

  Date: 09/04/2024

  I have reviewed your IPs and domains in our reputation system and I am unable to find a reason for the mail to be returned. If you could find an error or NDR to provide us we can look into this further. 

  Thank you for your patience while we look into this.

   

  Customer Answer

  Date: 09/04/2024

   
  Better Business Bureau:
  
  After my complaint, it appears they have resolved the issue. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ProofPoint has blocked all e-mail communications between their customers and **************** based on poor threat intelligence. ProofPoint has not acknowledged our request to delist our domain and provides no other means to escalate (e.g. they do not have a phone number you can call as a non-customer).As one of the largest, if not largest e-mail security vendors in the **, this heavy-handed approach is incredibly impactful for small and medium sized businesses that are non-customers.

  Business Response

  Date: 07/18/2024

  Hello.  We have unblocked your domain.  It was blocked because we had detected malicious content being hosted, which apparently appears to have been remediated.  Thanks.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A little over a month ago, I moved my web hosting over to ********** Services and was assigned a new static ** for my VPS. The ** is not on any blacklists, nor do my clients send spam, they're just small businesses that do business with major companies in ********, *********, *******, some of which are also Proofpoint clients. The problem is that my clients' ability to communicate and conduct business with these clients has been severely impaired by your service over this period. This despite making four (4) requests through your Dynamic Reputation ** Lookup page/form to lift the ban with no response from your tech support people. This of course flies in the face of Proofpoint's own stated policy: "An ** that presents indications of spam may be delayed for a short time. You do not need to do anything to get your ** removed from delay status; this will happen automatically, usually within a few minutes." By the number of complaints filed against Proofpoint with the BBB and similar ones lodged in forums across the Internet, I guess I am not alone.

  Business Response

  Date: 07/09/2024

  We have reset the reputation for the ** as you have requested. Any new mail will be evaluated to re-establish the reputation going forward. If you have any other questions please let us know.

  Customer Answer

  Date: 07/09/2024

   
  Better Business Bureau:
  
  Thank you for you assistance. I appreciate Proofpoint's attention to this matter. I just verified that my IP is no longer being blocked. This resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************