Disgusting. Current acct sent to collections

We did a transfer of ownership to take the account from my wife’s name to my name as an employee purchase program was supposedly better. The account was paid. Spent hours on the phone with them doing the transfer. Just received an email from a collection agency about $118 balance. Even though we have an email from Telus saying it was paid and a text message the agency said contact them. Telus says they don’t know anything about it and they didn’t send it to collections. They’re saying it’s a scam. I talked to the agency again and it is legitimate and it’s for the same balance that we supposedly owed. I would never deal with them if you don’t have to. We have a mortgage renewal coming up in perfect credit and this is how we get treated. They just transfer calls to overseas call centers and nobody knows what they’re doing. Making a complaint with the CCTS.