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I presume you have already looked at rules to make sure they don't have one that has an action of "Do Not Accept Message"?
In the past, some users didn't want to receive "Cialis" messages, so they created a rule. Then they called me later and asked why they didn't receive an email from a sender who had the word "speCIALISt" in their signature.
Brian
Feedback response number WEBB93RLTR created by ~Julia Quetjipytexings on 01/08/2013