Most unhelpful

Contacted the service provider (after a year of being their client) and asked them to send me a password reset link as the attempts that I made via their website to reset my password did not work. I did not receive any email with the necessary link. They advised that they emailed the link. To date I have still not received an email. Their email is not in my spam folder and I have not accidentally blocked their email address. I have been unable to access my cpanel until now. Needless to say my annual renewal date is around the corner and I will not be renewing this service with them again.