Flixbus - Flixbus refuses to refund an unused ticket due to Flixbus fault.

We missed a bus because of Flixbus fault and we had to purchase a second ticket for the same ride.

The reason we missed our bus was not due to personal circumstances, but a direct result of a shortcoming on FlixBus's part: the official pickup point at Milan Malpensa Airport, Terminal 2, was completely unmarked.

Here is a summary of the events:
We arrived at the designated location well ahead of the scheduled departure time.
There were absolutely no signs, logos, or any form of indication that this was the correct FlixBus stop.
We sought assistance from airport officials and other bus drivers, but they were unable to provide clear directions. Following indications from Google Maps and other drivers only led to further confusion and wasted time.
After a stressful search of over an hour with our two young grandchildren in extreme heat, we finally determined that the original, unmarked location must have been the correct one. By then, our bus had already departed.
As proof, please see the attached photograph of the bus stop. It clearly shows the complete lack of any FlixBus signage. This photo serves as the evidence you requested, proving we were at the departure location but were unable to identify your service due to your company's failure to provide adequate information.
Consequently, we were forced to purchase new tickets for a later service (Booking Number: *****) to reach our destination. Please do note that in this ticket there was a better indication of the pickup point, that might have helped us if present, but it was completely missing in the first trip ticket, that only stated Terminal 2 (see attachments).
Given that this issue was caused entirely by FlixBus's negligence in signposting its pickup location, I expect a full and immediate refund for the original, unused tickets.