Incoming email messages from dbs.com are not received

[okkar]

DBS bank (dbs.com) insists they have successfully sent out the email messages to mozmail.com but I saw only one email that was successfully received.

Emails should be coming from:
mail5.dbs.com
smtp.dbs.com
APC01-SG2-obe.outbound.protection.outlook.com
a11-8.smtp-out.amazonses.com [54.240.11.8]
e236-119.smtp-out.us-west-2.amazonses.com [23.251.236.119]
x01gicomapp3a.vsi.sgp.dbs.com
p01gdlppapp6a.sgp.dbs.com

[jwhitlock]

@okkar can you open a discussion with customer support at https://support.mozilla.org/en-US/products/relay? We may need details about your account to diagnose this issue.

[jwhitlock]

Thank you for reaching out to customer support with your account details. I checked our logs, and I do not see evidence that any emails from dbs.com arrived at our server over the last week.

There's a few reasons that mail is not delivered to a Relay address. Some services use a block list and include mozmail.com. The DBS servers may have issues with SPF or DMARC setup, and an upstream mail provider is dropping the messages. I've seen a DBS server on a spam list as well, so it may be blocked for that reason as well.

I used the "digibot" chat bot on https://www.dbs.com.sg/personal/support/general-product.html to send a message. I received an automated message from NOTIFY-NOREPLY@dbs.com, but no follow-up response. You may want to try that service, since you are a customer. Until then, you may want to use a non-Relay email with this bank.