Not receiving e-mails in web e-mail

Hello, I'm working with a user with a comcast e-mail and recently they had their e-mail hacked. We have gone through to change the password and check for any rules, filters, and any other settings that might have been affecting it but can't find anything.

As of right now, when we log into the web e-mail on the xfinity website, he is getting some e-mails but most are not hitting his inbox (or spam, trash or any other folder). Even when I send test e-mails to him, they do not show up.

The e-mail in question is for David, at [Edited: "Personal Information"]. Please let me know if anything else is needed