HELP!!!!Cannot sign on to Hotmail

I'm trying to access my parent's hotmail account for them since they're old. Unfortunately 24 hrs ago it was telling me "please verify your account" and it showed the beginning of MY email address that was BLOCKED off half way that it would email me a verification code to that email. SO i checked my email for that code and I have no recieved any email regarding that code ever since. Today my parents attempted to sign on to their email again but this time its saying there's an incorrect password. We have tried the questionaires numerous times but they still come out with a "Failure to verify account". My parents said they have VERY IMPORTANT email in that account. I was desperate enough to call the 1-800-386-5550 phone number to try and have someone help me. The first person I got was helpful unfortunately she put me on hold and I got disconnected. The second person I got basically told me I'm not in the right department and refused to help any further unless I had a paid subscription which will no guarantee that the email account would be recovered. I have searched through the help library and everytime I click on an icon it would redirect me back to www.hotmail.com.