FlixBus N539 Bologna to Milan - Bus Did Not Arrive, Request for Resolution

I had a ticket for the FlixBus N539 departing from Bologna Station at 02:20. Unfortunately, the bus never arrived at the designated stops 2 and 8, leaving me in a difficult situation. When I spoke with customer support, they claimed that I had missed the bus, but as someone who has taken the FlixBus from Bologna at least 15 times, I have never encountered this problem before. In fact, I arrived at the stop 1.5 hours early.
I was informed that they could not issue a refund and insisted that it was my fault for missing the bus. As a result, I had to purchase a new ticket. I am requesting that my situation be addressed and resolved. I have never experienced such poor service in my life.
I expect FlixBus to take responsibility for this issue and provide a satisfactory resolution. Thank you.