BB Tour doesn't have recent email in inbox on phone

First  - I am no BB expert, I don't have a lot of experience but I'm trying to help a customer out who has a Tour
Second - This issue happened around the same day and time that the user changed their windows domain password (I doubt this matters but I'm including it anyways).
The issue is that the exchange email for the user shows up until May 6th but to view the rest of the recent email, you have to hit the option button, scroll to view folder then show the inbox folder under the exchange account - this will show the most recent email. I didn't see how far it went back. It does receive new email, make phone calls, get on the web, etc.
I've tried doing the enterprise activation again and it was successful. I tried moving a lot of emails from the inbox. I tried following kb 04713 (i think) to allow more emails to prepopulate the inbox (at sprint's request). I tried wiping the device and reactivating but it still brought up the same issue.
The user doesn't want to pay for support after me spending a few hours on the phone with Sprint and their suggestions haven't worked. Any thoughts/ideas?
TIA

Have you checked the "Inbox Settings?"  If it's OS 5.0 check the following:
Go to Messages.
Hit menu and go to Options.
Select Inbox Settings
Check all accounts you want to show in the main messages list.
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