ComplaintsforProofPoint Inc.
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Complaint Details
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Initial Complaint
12/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am COO of *************************, a provider of service parts to the electronics industry in business for over 40 years. Several months ago we discovered our out going emails from IPs 47.180.78.153, 47.180.78.154 and 47.180.78.155 were being blocked by customers subscribing to Proofpoint. We do not use the IPs to send spam. We submitted a request through the online whitelist request system and the IPs in question became unblocked. Recently, these IPs became blocked again for no apparent reason. No spam or any other type of inappropriate emails were sent from those IPs. Instead we use them to communicate with our existing customers concerning orders, fulfillment returns, etc. Again, we submitted the data to Proofpoint's online whitelist request system, but after a month, these addresses are still being blocked. As of now we are finding that we cant communicate via email with many of our customers to confirm routine business transactions and it is severely impacting our business.Business response
03/01/2024
Apologies for the delayed response. We have remediated the issue with the blocked IPs.Customer response
03/04/2024
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
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My personal email server on a vultr VPS (155.138.202.133) has been blocked by proofpoint. I'm unable to send emails to organizations/users that using proofpoint ip blocking. I have never sent mass emails and use my email address purely for personal/professional correspondence. This is impacting me significantly as emails I expect to be delivered are not getting delivered requiring me to keep up multiple email addresses.Business response
03/14/2024
We have removed the listing in question.
The ** address was listed due to improper DNS configuration specifically the ** resolves to a generic hostname (alexselimov.com). Spammers, as well as compromised systems will commonly use default DNS configuration, making it hard to recognize as a legitimate ***********.
We recommend you modify your DNS so that the ** resolves to a hostname that better reflects a mail server (i.e. mail.example.com) which will help our reputation systems better identify it as a valid mail system.Initial Complaint
10/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have email server mail.neelc.org at the IPv4 address 107.191.41.18 and IPv6 2001:19F0:5:52D0:5400:4FF:FE8B:AA1A.This IP address is blocked by Proofpoint. I used the form a month ago to no avail, got no response when others respond instantly. Could you please unblock me?Business response
03/14/2024
We have removed the listing in question.
The ** address was listed due to improper DNS configuration specifically the ** resolves to a generic hostname (107.191.41.18.vultrusercontent.com). Spammers, as well as compromised systems will commonly use default DNS configuration, making it hard to recognize as a legitimate ***********.
We recommend you modify your DNS so that the ** resolves to a hostname that better reflects a mail server (i.e. mail.example.com) which will help our reputation systems better identify it as a valid mail system.Initial Complaint
07/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
ProofPoint arbitrarily keeps our 212.174.249.226 IP address in blacklist while our IP address is not on any other blaclist. Even though we repeatedly tried to reach them, they insist on not responding to the cases we opened via the removal tool on their website and they do not respond our e-mails for delisting our IP. Moreover, they do not return to the voice mails with the same requests we left to their offices. Unfortunately, we cannot contact ProofPoint. through any channel whatsoever. This situation prevents our company from communicating with government agencies, banks, other global companies, our customers and damages our corporate reputation. Once again, we request to remove our IP address from therelevantlist.Business response
03/14/2024
We have removed the listing in question.
The ** address was listed due to improper DNS configuration specifically the ** resolves to a generic hostname (212.174.249.226.static.ttnet.com.tr). Spammers, as well as compromised systems will commonly use default DNS configuration, making it hard to recognize as a legitimate ***********.
We recommend you modify your DNS so that the ** resolves to a hostname that better reflects a mail server (i.e. mail.example.com) which will help our reputation systems better identify it as a valid mail system.Initial Complaint
06/27/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
This was the complaint I made on 10/25/2022:"We are an electronic health record company. A couple months ago ProofPoint added our dedicated IP address to their block list for no reason that I can guess. We send no marketing emails, only transactional emails, but now all of our emails are blocked. Customers who sign up for an account with us cannot even log in because ProofPoint blocks the email verification emails sent to them. I sent them a support ticket two weeks ago and sent another, more detailed one a few days later. We are still blocked and have received no communication from them, even thought their website says they strive to review a ticket within one business day. Lots of our customers are being impeded as they try to get health care through our services because of ProofPoint."ProofPpoint removed our IP address from their block list on 11/3/2022. Sadly they have begun blocking our IP address again as of 6/20/2023. I hope that ProofPoint can remove us from their block list again and perhaps consider keeping a "Do not block" list to keep us from being added to it again in the future.Business response
03/14/2024
We have removed the listing in question.
The ** address was listed due to improper DNS configuration specifically the ** resolves to a generic hostname (o1.ptr7476.sympliact.com). Spammers, as well as compromised systems will commonly use default DNS configuration, making it hard to recognize as a legitimate ***********.
We recommend you modify your DNS so that the ** resolves to a hostname that better reflects a mail server (i.e. mail.example.com) which will help our reputation systems better identify it as a valid mail system.Customer response
03/15/2024
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
05/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
All 3 of my IP's (216.128.136.52 / 107.191.55.182 / 144.202.74.83) were wrongfully blocked just like thousands of others. This should be criminal. You disrupt legit businesses because your automatic software isn't smart enough to do its job correctly. Nor do you respond to requests to remove them. How are you even in business??? If these are not removed ASAP, I will take you to court for discrimination and anything else applicable. As a web dev, I'd love to launch proofpointfraud.com in a few hours, showcasing the thousands of bad reviews all over the internet regarding your shady business practices, and add it to my ****** Ads account so anytime someone looks you up, it's on top. I despise horrible business, and more than that, having to deal with this for no reason and wasting my time. Don't run a business if you don't know what you're doing.Business response
03/14/2024
We have removed all of the listings.
The IP addresses were listed due to improper DNS configuration specifically the IPs resolved to a generic hostnames (i.e. 5280dev.com). Spammers, as well as compromised systems will commonly use default DNS configuration, making it hard to recognize as a legitimate ***********.
We recommend you modify your DNS so that your IPs resolve to hostnames that better reflects a mail server (i.e. mail.example.com) which will help our reputation systems better identify it as a valid mail system.Initial Complaint
05/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Proofpoint has blocked my email server and after repeated requests to remove our IP from their blacklist they still have not responded to me. My server domain is not on any other blacklists and the online form is the only way to request removal. This is affecting the email of my clients across my server. Your system should provide a received response after the removal submittal form has been completed.Business response
03/14/2024
We have removed the listing in question.
The ** address was listed due to improper DNS configuration specifically the ** resolves to a generic hostname (6895857.nerdnetwork.us). Spammers, as well as compromised systems will commonly use default DNS configuration, making it hard to recognize as a legitimate ***********.
We recommend you modify your DNS so that the ** resolves to a hostname that better reflects a mail server (i.e. mail.example.com) which will help our reputation systems better identify it as a valid mail system.Initial Complaint
04/04/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
You can see from the litany of complaints that ProofPoint's email protection service has denied their customers a measurable and likely costly amount of legitimate emails. Over the past decade I've had to ask them to unblock many of the same servers that I manage multiple times because after doing so, they quietly block the servers again. Needless to say, these servers have always been correctly configured with TLS, rDNS, SPF, and DKIM, and never ever once generated spam.This is the first time I'm filing a complaint with the BBB because they have actually stopped responding to requests for unblocking through their website. I suspect this is what caused the uptick in BBB complaints. I have reached out to customers and told them to pressure their hosts/providers/IT to stop using ProofPoint, but until that happens we have to interact with our recipients some other way. This is highly disruptive. I do see that ProofPoint is honoring some unblock requests through these BBB complaints. This is a terrible way to solve that problem but here I am.Initial Complaint
03/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have recently changed hosting providers as my prior one had closed down, and got a new email IP address for my email server.It seems the IPv4 address 66.42.73.71 is blocked by Proofpoint, and I can't send emails to *************** Could you please unblock the IPv4 address 66.42.73.71?66.42.73.71 is not on any blacklist that I am aware of.Initial Complaint
02/16/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
As other users here wrote my ** 62.113.255.69 from my server was also blocked for no reason by proofpoint. Ip address was taken 1 month ago, don't send any spam to anyone. All email addresses have _DKIM, SPF, ecc. records.iCloud servers are using their blacklist, so any emails sent to icloud mail servers are blocked. Fact is they don't even tell icloud email customers that the ip is blocked. I already wrote multiple times asking to remove the ** from their blacklist, but it's still on their blacklist (*******************************************). They didn't reply to my requests, nor did they remove the **.Business response
03/14/2024
We have removed the listing in question.
The ** address was listed due to improper DNS configuration specifically the ** resolves to a generic hostname (vps.zengrafic.com). Spammers, as well as compromised systems will commonly use default DNS configuration, making it hard to recognize as a legitimate ***********.
We recommend you modify your DNS so that the ** resolves to a hostname that better reflects a mail server (i.e. mail.example.com) which will help our reputation systems better identify it as a valid mail system.Customer response
03/15/2024
Complaint: 19420054
I am rejecting this response because:Sorry, but you cannot act in the guise of your customer and decide to block IP addresses randomly; not only our IP addresses get blocked, others are blocked too for no reason.
I think your customers should decide what's a spam message and what isn't.
Furthermore DKIM records, SPF records and similar has been invented for a good reason.
Our server/dns configuration is just fine, we don't have issues with any other email provider. You should seriously review your mail server configuration.
Sincerely,
***********************Business response
03/18/2024
Hi *******,
Apologies for the frustration on this. Our customers trust our logic in determining reputation of a given ** address / domain -- that is the service we provide to them. While it is great that you have DKIM and SPF set up, it does not provide assurance that the ** you are using is under your control. Inspecting PTR records is a common and effective method for determining if a message or message sender is legitimate. Here is a good reference: **********************************************************************************************; If you are still experiencing issues related to Proofpoint blocking, please reach us directly: *****************************************
Customer response
03/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution isn't satisfactory to me, but i don't think they'll change their mail filtering policy.
So i'll reach out the general public, inform all our partners and customers to inform them about the situation.
Sincerely,
***********************
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Customer Complaints Summary
31 total complaints in the last 3 years.
11 complaints closed in the last 12 months.