I am not receiving requested emails from certain business’

Hi, I use outlook.com to read my email.  I opened an account with a business using my hotmail.com email address.  Recently I tried to reset my password with the business.  I clicked on "forgot password", entered my email for that business and clicked send.  Normally it takes only a few minutes to get a reset link sent to the account, however I am not receving the link.  I thought it was with the business but I spent an hour on the phone with them and the problem does not appear to be on their end. 

I have checked my junk mail.  I have added the business email as a contact to ensure I get their emails.  Still nothing.  Is the problem with me, the business or outlook.com?

Thanks in advance for your time.