>Finally had the guy bring in his computer (I was walking him through the process on the phone). Took less than a minute to solve. Turns out he had entered the wrong information into the account properties as well as in his address book. Each time I had him read back what he entered in the account properties, he was misreading the information.

How can you tell when an end user is lying? His lips are moving. < bg >

Seriously, a user can mislead you, without even realizing they're doing that. It's usually not intentional, but it's frustrating just the same.