---
title: "Billing - Escalation Path"
slug: "billing-escalation-path"
tags: ["calltower", "public", "billing"]
updated: 2026-07-27T14:29:09Z
published: 2026-07-27T14:29:09Z
canonical: "learn.calltower.com/billing-escalation-path"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://learn.calltower.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Billing - Escalation Path

**Last updated:** Mar 27, 2026, 4:05 PM by jcairns@calltower.com

## Payment Related Issues

> [!NOTE]
> Note:
> 
> Please follow the tiers to ensure your concerns are resolved most effectively.

Is the request Payment related? Topics include accepted payment methods, assistance with completing ACH forms, missed payments / past due balances, reporting payments cleared with your financial institution but not listed on the invoice, late fees (unrelated to billing disputes), add or change auto-pay account or date, etc.

| **Tier 1** | **Tier 2** | **Tier 3** | **Tier 4** |
| --- | --- | --- | --- |
| **Billing / Collections Department** Email: [billing@calltower.com](mailto:AR@calltower.com) Phone: 866-586-4700 **Opt 5** | **Kaitlin Chrastek,** Billing Supervisor Email: [kchrastek@calltower.com](mailto:kchrastek@calltower.com) Direct: (385) 275-5961 Mobile: (763) 772-7020 | **James Cairns**, Billing Manager Email: [jcairns@calltower.com](mailto:eerickson@calltower.com) Phone: (385) 295-1159 Mobile: (640) 650-8971 | **Shawn Hansen**, CFO Email: [shansen@calltower.com](mailto:shansen@calltower.com) Phone: (801) 678-1050 |

## Billing Related Issues

This includes invoice inquires, change requests, reporting availability, credits/corrections (presentation of charges i.e. wrong rate, quantity, date range, product), and disputes (within 180 days of the original charge appearing on your statement), etc.

| **Tier 1** | **Tier 2** | **Tier 3** | **Tier 4** |
| --- | --- | --- | --- |
| **Billing / Collections Department** Email: [billing@calltower.com](mailto:AR@calltower.com) Phone: 866-586-4700 **Opt 5** | **Kaitlin Chrastek,** Billing Supervisor Email: [kchrastek@calltower.com](mailto:kchrastek@calltower.com) Direct: (385) 275-5961 Mobile: (763) 772-7020 | **James Cairns**, Billing Manager Email: [jcairns@calltower.com](mailto:eerickson@calltower.com) Phone: (385) 295-1159 Mobile: (640) 650-8971 | **Shawn Hansen**, CFO Email: [shansen@calltower.com](mailto:shansen@calltower.com) Phone: (801) 678-1050 |

## GCC Customers

This includes every billing or payment related topic for accounts with GCC services. (inquiries, disputes, corrections, and payments).

| **Tier 1** | **Tier 2** | **Tier 3** | **Tier 4** |
| --- | --- | --- | --- |
| **Billing / Collections Department** Email: [billing@calltower.com](mailto:AR@calltower.com) Phone: 866-586-4700 **Opt 5** | **Kaitlin Chrastek,** Billing Supervisor Email: [kchrastek@calltower.com](mailto:kchrastek@calltower.com) Direct: (385) 275-5961 Mobile: (763) 772-7020 | **James Cairns**, Billing Manager Email: [jcairns@calltower.com](mailto:eerickson@calltower.com) Phone: (385) 295-1159 Mobile: (640) 650-8971 | **Shawn Hansen**, CFO Email: [shansen@calltower.com](mailto:shansen@calltower.com) Phone: (801) 678-1050 |