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Business Profile

Network Security

ProofPoint Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Network Security.

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/23/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 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

    Date: 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

    Date:04/04/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    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

    Date:03/23/2023

    Type:Product Issues
    Status:
    Answered
    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 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

    Date:02/16/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    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

    Date: 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 Answer

    Date: 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

    Date: 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 Answer

    Date: 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,

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

  • Initial Complaint

    Date:02/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Email server (45.32.169.237) has been arbitrarily placed on an IP blacklist maintained by this company. The server is on no other blacklists. This is interfering with my ability to communicate with various corporate and government agencies.

    Business Response

    Date: 02/27/2023

    We responded to the original complaint that we removed them from the block list upon review of their contact through our contact measures.  We also responded to BBB regarding the same.  This is our standard automatic process.

    Customer Answer

    Date: 02/28/2023

     
    Complaint: 19327491

    I am rejecting this response because:

    I have received no communication from this company. The ** address of my mail server remains on the Proofpoint "Dynamic Reputation Blacklist." See the output of their online blacklist check form below as obtained from ************************************************************:

     

    Dynamic Reputation ** Lookup
    This ** address is currently blocked.
    ** Address: 45.32.169.237
    Query Time: 2023-02-28 23:54:32
    Thank you for your submission. Please fill in the requested information below.
    If you are a Proofpoint customer and would like more details on the current status of the ** in question, you need to login here.

     

    I would like to know how to be removed from this list. This is causing major problems as I am unable to communicate with a large number of government and corporate entities. 


    Sincerely,

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

    Business Response

    Date: 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 (45.32.169.237).  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 Answer

    Date: 03/15/2024

     
    Complaint: 19327491

    I am rejecting this response because:
    Wow, I'm only 1 year and one month response time! Amazing customer service!

    FYI - I moved the server from ***** to ********** and problem is resolved (different subnet, same provider). DNS for the box is mail.seemenow.icu and always has been since I registered the domain. Provider is supposed to have updated the ptr record as well but as I said this was put in place upon domain registration, so I would really like to know WHY my server was placed on your block list as you are the ONLY email blacklist that blacklists my server.

    Sincerely,

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

  • Initial Complaint

    Date:02/01/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Hi, Proofpoint blocked our server IP. We are not sending any marketing emails and we just started using this Server. The *** record was missing which we have added but still delisting did not happen. The company response time is slow and it looks like they are sending an automated reply for all delisting requests. Can we get our IP delisted asap because its having serious impact on our customer's business . Thanks *************************

    Business Response

    Date: 02/16/2023

    With respect to the request to have their IP whitelisted, we received their request on 1/30/23 via our reputation check site (*******************************************).  Their request was processed via automation and resulted in the respective IP address being delisted soon thereafter.

  • Initial Complaint

    Date:10/28/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 host an email server on the IP address **************** which Proofpoint blocks. I have asked Proofpoint to unblock it via the form when I got the IP, but Proofpoint has not unblocked it so far after checking and re-sending multiple times.

    I cannot send emails to domains like nyu.edu and uw.edu.

    Other email/blocklist providers like ******************** have easily unblocked my new email server IP *************** when I asked them.

    I have recently changed my email server IP mainly since my hosting company launched a location closer to *************************), versus an old IP at a further away location.

    This IP address *************** does not send spam of any sort, as it's not an open relay and I'm the only person who sends vis this low-traffic server.

    Business Response

    Date: 11/04/2022

    Business Response /* (1000, 5, 2022/11/02) */
    Reached out directly to the complainant, confirming issue has been resolved.


    Consumer Response /* (2000, 7, 2022/11/03) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Proofpoint has removed my IP from the blocklist, which I am really grateful for.

  • Initial Complaint

    Date:10/25/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 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.

    Business Response

    Date: 11/04/2022

    Business Response /* (1000, 5, 2022/11/02) */
    Reached out directly to the complainant, confirming issue has been resolved.

  • Initial Complaint

    Date:10/03/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Day one of the system being live phishing attacks allowed. The product didn't meet the need of the customer and within 30 days I asked for a cancellation (Keep in mind professional installation will take two weeks so you lose some time anyways.) I asked for a return and I am being forced to keep a product. I am being accused of bad configuration. Sorry, your product is not perfect it marked this item as fraud and let it through (False Positive), we gave it a shot I would like to move on.

    Business Response

    Date: 11/18/2022

    Business Response /* (1000, 8, 2022/10/28) */
    *******: please contact our support team so we can look into this. Support won't be able to help with contracts and finance related items, but we can put you in contact with the right people.


    Consumer Response /* (3000, 10, 2022/11/02) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    A customer who is unhappy with the quality is met with call support. No thanks this isn't about configuration. This is about the experience and quality of the product. This software needs more time to mature, and I don't want to be the R&D for PP. A good resolution would be to allow me to move on from this product. Thank you!


    Business Response /* (4000, 12, 2022/11/07) */
    *******: Our support team would like to get you in touch with the right resources to address your concerns. We don't have any visibility into refunds, contracts or anything related to finance items.

  • Initial Complaint

    Date:08/24/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 added my email server IP address to their blocklist. My email server does not send spam or unsolicited email. I have created several requests to remove my IP address from their list and they have not responded. In addition to this they provide no way to contact their technical support unless you are a paying customer.

    Business Response

    Date: 10/07/2022

    Business Response /* (1000, 5, 2022/09/06) */
    Reached out directly to the complainant, confirming issue has been resolved.

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