rip off

I booked online tickets for the shuttle from Brussels to Charleroi airport for June 9 at 5am. I arrived at the bus stop at 4:45. The 5:00 bus didn't come. The scheduled 5:20 bus didn't come. At 5:35 we took a taxi to avoid missing our flight. The bus company, Voyages L'Elan, refuses to refund my money, or even apologize. Any suggestions ??