Older account

I had an older account with Telus, and in time I combined all my cell phones under one account. In error I accidentally made a bill payment to my older account. I contacted Telus, and this older account being under my spouses name, they wouldn’t help me, but suggest I go through my financial institution, which I’m in the process of doing. My question is there away of knowing if there is a credit in this older account and can my spouse get access to it and then transfer the credit ( if there is one) to our current Telus account. Also who would we need to contact to do this, thank