Email on device not in Outlook

I have a customer who is receiving all their email on their device (iPhone) and within OWA but only 60-75% come to their actual Outlook. I have checked all the settings on their phone and things look good. Up to now the following has been tried:
Re-created the email profile on machine
Deleted re-created .OST
Removed from cache mode.
I have seen in other forums of this issue with Outlook 2013, however, our mail users are using Outlook 2010 and we have O365 hosting our email.
Any suggestions, this is very random.

this link will answer your question: http://www.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB13509&sliceId=SAL_Pub...
wireless read/unread from outlook is not supported.
The option: Synchronize Deleted Items between this mailbox and my device on BIS site will work if the messages are being deleted from mail server after you delete them on Outlook. BlackBerry (BIS) talks to your mail server not Outlook.
Click on KUDOS to appreciate our efforts and mark the thread RESOLVED if your issue is resolved.

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