Who decides what

Use this guide to take each question to the office that actually decides it, which saves calls and repeat visits. Campus offices, state agencies and federal agencies each control a different piece, and knowing who owns which piece makes every conversation shorter.

Offices on your campus

The financial aid office builds your aid offer, handles verification, and reviews special circumstances such as a job loss or a change in your family. It also hears appeals under Satisfactory Academic Progress rules when grades or completed credits fall short. The bursar, sometimes called student accounts or the business office, runs your bill, payment plans, refunds and any hold on your account.

The registrar keeps your enrollment status, transcripts and official withdrawal dates, and it issues the enrollment letters other offices ask for. Your enrollment level affects your aid, so check any schedule change with both the registrar and the aid office. The disability services office reviews requests for accommodations, which need documentation and a request from you.

State and local offices

Your state's higher education agency runs state grants and some scholarships, and it sets their deadlines. The state or county human services agency decides SNAP, and your state Medicaid agency decides Medicaid. These offices look at your household and income, and student status weighs more in some programs than in others.

Benefit offices often send letters with a deadline to respond. Open every envelope from them promptly and answer by the date shown, since a missed reply can close a case.

Federal agencies

Federal Student Aid, part of the US Department of Education, processes the FAFSA and runs studentaid.gov, and its information center answers questions about the form. Once you leave school, your federal loan servicer handles repayment. The IRS decides tax matters, including education credits, even though your school issues the Form 1098-T.

The Department of Veterans Affairs decides GI Bill benefits. Your school has a certifying official who reports your enrollment to the VA, so tell that person about any schedule change. The VA answers questions about the benefit itself, such as how much entitlement remains.

Getting a clear answer

Write your question in one sentence before you call or email, and have your student ID number ready. Use your school email account for campus offices, since many of them reply only to it for privacy reasons. Ask one question per message so nothing gets skipped.

Note the date, the name of the person you spoke with and what they said. For anything that affects money, ask for the answer in writing or for a reference number. If you disagree with a decision, ask how to appeal and by when, then send the appeal in writing with your supporting documents.

The steps, in order

Work through these four in sequence. Each one sets up the next.

Name the question
Write down exactly what you need decided, in one sentence.
Pick the office
Use the lists above to find the office that owns that decision, rather than the one that is easiest to reach.
Prepare before you reach out
Have your student ID number, any letters you received and the documents behind your request in front of you.
Keep a record and follow up
Log each contact and ask for written answers on money matters. Follow up in writing if a deadline is near.

Keep these handy

Your student ID number
Copies of letters and notices
A log of calls, names and dates
Any reference or case numbers

Who decides

The office named above for your question, or the financial aid office if you are unsure where to start. Take your questions there: they make the decision, and asking costs nothing.