Thanks, since posting, I have escalated via website contact form, social media team and also had another phone agent submit an appeal (since no supervisor was available). I will give it a couple days to shake out and push more as needed.
At this point, I would much rather have the balance of miles and taxes back rather than the $150 fee, since that is what I was originally promised. If I had known this was not an option at time of cancellation, we likely would have taken the already booked trip instead of planning to put the miles toward a future trip.