Users mailbox not replicating with outlook

Hey guys,
i have a question which you might be able to assist with, When a user delete his email from his outlook client it doesn't remove from his blackberry handset, in the email options he has set it to hide sent messages and the email reconsilation settings are fine.
i have wiped, reactivated the user, resent the service book, it policy. i don't know what else i can check or try.
can anyone assist, i am running v5 MR2 BES.
Thanks

Do you have, on the BES, reconcile hard deletes? Does it reconcile if the user hits menu > reconcile now?
Reconcile Hard Deletes is under
BlackBerry Solution topology > BlackBerry Domain > Component view > Email > (SERVER)
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