I'd login to the user mailbox in Outlook, restart the Activation, and watch for the ETP email to hit his inbox and then (hopefully) disappear.
If it's:
a) never appearing, then make sure the user's SMTP is allowed to receive external emails
b) stuck in the inbox, then there very well could be permission issues with BES accessing the mailbox (try logging into the mailbox with the besadmin account)
*Make sure he didn't create an Outlook rule that is moving the ETP message to another folder besides inbox.
Just thinking out loud.
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